Leading an Organization to Achieve High Performance
Jan 20, 2016
Leading an Organization
to Achieve
High Performance
Why Listen to Our Story
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Measures of Success
Crime Down35%
SAFER CLEANER BETTER
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Measures of SuccessEmployee Engagement 2007 2012 % Increase
Recognized for my work 73% 85% ↑ 16%Understand how SP relates to my job 54% 88% ↑ 63%Teamwork is encouraged 81% 94% ↑ 16%
Learning and DevelopmentOpportunities for growth/development 73% 81% ↑ 11%Leadership opportunities 67% 88% ↑ 31%CommunicationInformation is communicated 79% 91% ↑ 15%Clear strategic direction, vision and values from senior leadership
60% 89% ↑ 48%
Supervisor communication 53% 89% ↑ 68%
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Decreased turnover rate from 11% to 4.6%
2008 2009 2010 2011 2012$0
$100,000
$200,000
$300,000
$400,000
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20
30
40
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Body Mechanic Injuries and Claims Paid
Injuries Claims Paid
Measures of Success
Managed Risk and Safety
Reduced both injuries and claims paid by >50%
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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
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New way of doing
business
2007 2008 2009 2010 2011 20122006
Introduced to Baldrige
Criteria
1st TAPE Application
Worked on OFIs
2nd TAPE Application
Received TAPE
1st Baldrige Application
2nd Baldrige Application
Received the Baldrige
Performance Excellence Journey- Began in 2006
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Successful yet traditional
Entitlement vs. incentive
Dedicated workforce seeking direction
Silos
Financial challenges
Operational challenges
Challenges
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Roadmap for Success
Win hearts and minds Establish a common vision
Give them what they need Earn respect
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THINK
Sustaining the Culture
FEEL TOUCH
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.
Connecting
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Connecting
Holistic team approach
Leveraged 70+ cross-functional teams
Alignment/reassignment of resources to accomplish strategic priorities
Consistent and constant communication
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Motivate and Inspire
Col. Joshua Chamberlain
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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
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Respect is a Cornerstone
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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
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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
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Increased positions filled by promotion from 30% to 47%
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
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Focus on Data and Processes
Lean mindset all levels Just Do It!
Supporting systems
Training
Partners and vendors involved
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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
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Benefits of the State Program
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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
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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
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What now after winning TAPE and Baldrige
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Improvement is Continuous
“Perfection is unattainable, but if we chase it, we will catch excellence”
- Vince Lombardi
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Thank you!