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Leading an Organization to Achieve High Performance - PowerPoint PPT Presentation


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Leading an Organization to Achieve High Performance. Why Listen to Our Story. 2. Measures of Success. Crime Down 35%. SAFER CLEANER BETTER. 3. Measures of Success. Decreased turnover rate from 11% to 4.6%. 4. Measures of Success. Managed Risk and Safety

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Presentation Transcript
slide1
Leading an Organization

to Achieve

High Performance

measures of success
Measures of Success

Crime

Down

35%

SAFER CLEANER BETTER

3

measures of success1
Measures of Success

Decreased turnover rate from 11% to 4.6%

4

measures of success2
Measures of Success
  • Managed Risk and Safety
  • Reduced both injuries and claims paid by >50%

5

measures of success3
Measures of Success
  • AAA
  • Eliminated 50,000+ hours
  • Cost savings and avoidances

= $44,000,000

  • Low tax and water/sewer rates
  • 10% reduction in staff
  • No layoff, no furloughs

6

slide7

Performance Excellence Journey

- Began in 2006

Received the Baldrige

Received TAPE

2ndBaldrige Application

1st TAPE Application

2nd TAPE Application

1stBaldrige Application

New way of doing business

Introduced to Baldrige Criteria

Worked on OFIs

2006

2007

2008

2009

2010

2011

2012

7

challenges
Challenges
  • Successful yet traditional
  • Entitlement vs. incentive
  • Dedicated workforce seeking direction
  • Silos
  • Financial challenges
  • Operational challenges

8

roadmap for success
Roadmap for Success
  • THINK
  • FEEL
  • TOUCH
  • Win hearts and minds
    • Establish a common vision
  • Give them what they need
  • Earn respect

Sustaining the Culture

9

connecting
Connecting

Vision

Model for safe and beautiful neighborhoods, vibrant economy and exceptional recreational, cultural and educational opportunities.

Mission

Deliver exceptional services and promote a high quality of life for residents, visitors and businesses.

10

connecting1
Connecting
  • Holistic team approach
  • Leveraged 70+ cross-functional teams
  • Alignment/reassignment of resources to accomplish strategic priorities
  • Consistent and constant communication

11

motivate and inspire
Motivate and Inspire
  • Col. Joshua Chamberlain

12

motivate and inspire1
Motivate and Inspire
  • Share results
  • Reward desired behavior
  • Encourage and act on creative and innovative suggestions
  • Actively listen, learn and work to understand
  • Exhibit servant leadership

13

promote employee well being
Promote Employee Well-being
  • IWin: Incentive based
    • $50, $100, $150 per month
    • Retiree insurance premium credit
  • Increased participation from 30% to 65% in four years
  • Health cost containment strategy
  • Savings
    • Claims $1.5 million annually
    • Reduce actuarial determined retiree cost by $25 million
  • On-site health coach

15

develop talent pool
Develop Talent Pool
  • Recruit and promote to meet current and future needs
  • Develop future successors and leaders
  • Aligned training with philosophy
  • Empowerment: own the problem and the solution

Increased positions filled by promotion from 30% to 47%

16

focus on data and processes
Focus on Data and Processes
  • Reduced commercial plan review
    • From 15.7 to 3.8 days
  • Reduced sidewalk repairs
    • From 14 to 6 weeks
  • Reduced new street construction
    • From 18 to 9 months
  • Reduced Municipal Court line time
    • From 3 hours to 6 minutes at peak time

17

focus on data and processes1
Focus on Data and Processes
  • Lean mindset all levels
    • Just Do It!
    • Supporting systems
    • Training
  • Partners and vendors involved

18

bottom line
Bottom Line
  • Irving focuses on what is valuable to customers
  • Customer satisfaction & employee engagement increased by double digits in nearly all categories
  • Ultimately, Baldrige validates we are doing business the right way

19

organization gains from this process
Organization Gains from this Process
  • Provided a self-assessment and self-improvement framework
  • Gave us an outside perspective
  • Feedback report provided a tool for discussing improvement priorities
  • Forum to learn best practices

21

what e mployees learned d uring our journey
What Employees Learned During our Journey
  • Power of focus and clear direction – connection
  • Importance of processes, measures and using data to make decisions
  • Change is no longer a scary word – embrace it!
  • The city has a plan and they can contribute
  • Leadership is everyone’s responsibility
  • Communication: inside, outside, up, down and across is critical
  • An improvement mindset

22

improvement is continuous
Improvement is Continuous

“Perfection is unattainable, but if we chase it, we will catch excellence”

- Vince Lombardi

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