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Goal Setting and Productivity Management

Goal Setting and Productivity Management. Diana Muzquiz Acting Revenue Collection Manager City of San Diego. GOAL SETTING. Revenue versus Productivity. How do you establish your revenue goals? Are there different layers of goals within your organization?.

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Goal Setting and Productivity Management

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  1. Goal Setting and Productivity Management Diana Muzquiz Acting Revenue Collection Manager City of San Diego

  2. GOAL SETTING

  3. Revenue versus Productivity • How do you establish your revenue goals? • Are there different layers of goals within your organization? • Can you establish productivity goals? • What are your best tools for managing productivity? • What about “self” productivity management for the collectors?

  4. Establishing Revenue Goals • Annual department goal • Individual collector goals • Minimum expectation (realistic) • Collector Goal(challenging) • Team goals • Based on number of collectors

  5. Annual Department Goal • What is the revenue expectation for your department/program?

  6. Annual Revenue Goal FY09

  7. Annual Revenue Goal FY10

  8. Individual Collector Goal • Does the position generate revenue? • Identify how much additional revenue per collector per Fiscal Year (ex: $360,000) • Divide that amount by 12 months which equates to a minimum monthly expectation per collector (ex: $30,000) • Increase the minimum by an additional amount per month to establish the monthly goal per collector. (ex: $10,000 increase = $40,000 monthly goal)

  9. Monthly Collection Minimum and Goals

  10. Daily Collections by Group

  11. Team Goals • Promotes competition

  12. PRODUCTIVITY MANAGEMENT

  13. Can you set goals to manage productivity? • Identify areas to measure productivity/performance • Number of accounts worked • Disposition of accounts • Number of lawsuit referrals • Daily/weekly/monthly • Calls handled

  14. Productivity Reports (daily/monthly) • Real time monitoring of phone calls • Collector access to certain menus/programs to check daily productivity

  15. Make sure you have good controls in place to measure productivity • Well thought out performance plans and goals • Collectors are very competitive and respond better to individual goals than team goals (balance the two)

  16. Celebrate your success • Rewards and Recognition Program • Annual “All Hands” meeting • Collector recognition • Team recognition • Support Staff

  17. QUESTIONS? THANK YOU

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