Welcome to Coral Springs. From Bean Field to Baldrige: Lessons Learned From One City s Journey

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1 From Bean Field to Baldrige: Lessons Learned From One City s Journey Robert Goehrig Director, Budget, Strategy, and Communication City of Coral Springs, FL rgoehrig@coralsprings.org 1 Welcome to Coral Springs 25 Square Miles 123,000 residents Median age 36 32% under 18 years old To be the nation s premier community in which to live, work, and raise a family. 3 1

2 About the Organization $97 million General Fund budget (FY 2013) 756 full-time employees 212 part-time employees 900+ volunteers 14 departments 5 public/private partnerships 4 A history of big ideas Coral Springs 1963: Countries largest green bean farm Coral Springs 1988: Guinness Book of World Records for the largest hamburger! 5 The Case for Change No shared vision Political expedience lead to crisis management Manage growth or it will manage us Population tipping point Rapid growth Build-out Need to plan for the future 2

3 Getting Started Fiscal Impact Model Started with TQM Discovery of Sterling/Baldrige approach lead to a major culture shift Flattened the organization Empowered employees Focus on the customer Community visioning Overcoming Obstacles Leadership Commitment Data Based Decision-Making Focus on Customer Service Teams Address Discreet Issues State Quality Program Support No quality shop Stakeholder Buy-In Commission Rational & orderly priorities are clear Facts enhance consensus Management Use real data to deal with real issues Employees Realistic, well-defined goals Residents High level of communication & trust 3

4 Getting Elected Officials On-Board Private sector support Focus on results & outcomes Don t jump in the deep end get results from a small project then build on that success Partnership between elected officials and professional staff The Value of the Baldrige Approach Systematic and holistic approach Process oriented management Culture of continuous improvement Long-term sustained results Motivating for employees and boards Access to best practices and like minded managers Unbiased feedback! First Sterling Feedback Too much emphasis on perceptionbased surveys Not enough emphasis on data-based measures of success (effectiveness) Too much data, not enough information 4

5 Coral Springs Business Model Data Analysis Citizen Input Strategic Plan Business Plan Budget Output to Citizens 13 Results of the Baldrige Site Visit Strengths Listening & Learning / Commitment to Customer Service Strategic Planning Culture of Continuous Improvement Leverage resources via innovative partnerships Performance measurement system Results of the Baldrige Site Visit Opportunities for Improvement Complaint Data Aggregate and Share Volunteers Involve them in designing and improving processes Succession Planning 5

6 Lessons Learned 16 How to stop your excellence journey in its tracks? Announce we are going after an award Announce we are going to do Baldrige Believe everyone will thank you for bringing Baldrige into his/her life. Insist all employees and partners become Baldrige experts Ignore employee s concerns There s More? Give up if the boss doesn t go for it Set the expectation that Baldrige will lead to Nirvana Try to improve everything all at once Stick to your story that your organization is different Go it alone 6

7 How to make your excellence journey a success Incorporate these values into your business model: visionary leadership; customer-driven excellence; organizational and personal learning; valuing workforce members and partners; do any of these sound familiar agility, focus on the future; managing for innovation; management by fact; societal responsibility; focus on results and creating value; and a systems perspective. In Other Words, Build a Continuous Improvement Culture Keep your customers first! Align resources with customer needs and expectations Drive process that produce results Lean on data and analysis to problem-solve Define success in terms of outcomes Build internal expertise 20 Community of Excellence coralsprings.org/quality 21 7