03 12 pitaro

Slide1: 

Chesterfield County A Quality Journey Where We Started Where We Are Now Where We Are Going

Slide2: 

Chesterfield Facts Area: 446 Square Miles Population: 1990 = 209,274 2003 = 278,000 2010 = 321,000 Housing:103,000 Units Employees: >4,000 (FT/PT) Budget: $811.6 Mil

It Does Not Happen Overnight: 

It Does Not Happen Overnight 1978: Performance Measurement System 1983: Strategic Planning Initiative 1985: Performance Based Pay 1991: Customer Service Initiative 1992: TQI Philosophy 1994: Won the SPQA 1997: Adopted the Baldrige Criteria for Excellence 1997 County Strategic Plan Developed 1998: First Comprehensive Citizen Satisfaction Survey 1998 Triple “Triple A” Rating 1998: Won the ACE 1999: County Self-Assessment 2000: Key Outcome Measures for the County’s Strategic Plan 2000: Organizational Climate Assessment(OCA) Conducted 2001: Second Citizen Survey 2002: 2d OCA conducted 2004: Compete ACE Award 2005: Compete Baldrige Award

Slide4: 

Mission Vision Guiding Principles Goals (8) Objectives (38) Performance Measures (115) Key Measures (15) Targets & Benchmarks Initiatives, Activities, Projects, Programs Our Performance-Based Leadership Model

A System of Performance Measurement: 

A System of Performance Measurement

Implementing Change Departmental Challenge : 

Implementing Change Departmental Challenge The “Do We Have To” Syndrome Create Your Own Vision Sell Your Vision, Don’t Just Share It All Department Leaders Need To Buy-In Front Line Employees Need To Buy-In Answer “What’s In it for me?” Measure Progress Solicit Frequent Feedback Keep Change Alive And Stay Focused

Slide7: 

DOGS Quality Model Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Process Management Employee Survey Employee Advisory Employee Career Path/Incentive Program Employee Recognition: B-Day, Promo, Peer, Longevity, TQI, EOY Planning Conference Performance Plan Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Employee Picnic Employee Picnic Customer Survey Customer Service Plans Budget Preparation Monthly: Quality Council/Performance Measures Shareholders Report Flow Charting Employee Advisory Employee Advisory Employee Advisory Employee Advisory Employee Advisory Leaders Conference Leaders Conference Leaders Conference Leadership Assessment New Eyes/TQI Successes Feedback Planning Sustainment Recognition Focus Groups Benchmarking

Customer Satisfaction RatesDOGS: 

Customer Satisfaction Rates DOGS 2002 Overall Satisfaction Rate 97%

Slide11: 

DOGS Customer Service Index

Slide12: 

DOGS Employee Survey Index CY 95 to CY 01 Ave Percent Deviation From Norm Anything above –15% from the norm is a positive indicator

If You Are Not The Lead DOG The Scenery Never Changes: 

If You Are Not The Lead DOG The Scenery Never Changes