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Counting Lots of “Things” Compliance/Mandates Lagging Indicators No “Actionable” Data Nothing “Proactive/Preventive” Data Rich - Information Poor. 3
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Dr. Marc Bellas, Pasco County
Not Every Implementation is a Success…
Lessons Learned…
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“If your were accused of doing a good job, would there be enough evidence
to convict you?”
The First Question
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Counting Lots of “Things”
Compliance/Mandates
Lagging Indicators
No “Actionable” Data
Nothing “Proactive/Preventive”
Data Rich - Information Poor.
What Were We Measuring?
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“We were asking questions they had never been asked before.”
The Revelation
“We were asking them to own their business….for the first time.”
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Repurposing with Purpose Starting with the Customer Experience◦Working Backwards from Customer Requirements.◦Are the Right Programs and Services in Place?
Minimum and Target Levels of Service◦Customer Requirements vs. Expectations.◦Establish Minimum and Target LOS.
Performance Goals Bridge the Gap◦Moving from Minimum to Target LOS.
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Repurposing with Purpose Identifying the Work Systems & Processes◦What Actions and Activities Ensure Delivery of the LOS?◦What Can Prevent Delivery of the LOS?
Getting to Meaningful Measures◦How will we know when we are meeting the LOS?◦How will we measure the things preventing it?◦ The search for Leading Measures.
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Major Shifts
Reactive to Proactive◦ No More Broke-Fix Mentality
Focus on the Customer Experience Reliance on Meaningful, Actionable Data
“There will never be enough time or money to fix everything as it breaks. We have to get out in front of problems and work to prevent them.”
Albert Einstein
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Major Shifts Utilities◦Key Measures - Leaks & Breaks
Fire/Rescue◦Key Measures - Turn Out Times & Response Times
Permitting◦Key Measures – Completion Times by Process Step
Human Resources - Hiring Process ◦Key Measures – Completion Times by Step
Title: Real Estate, Individual Property Vacation Processes Start Date: October 22 , 2014, End Date: November 21, 2014
Process Map Original Actual Change PercentImproved
ProcessSteps to be Realigned
105 65 40 38%
Process Time to be Realigned
242 Days
120 Days 50%
Lean Newspaper No. Now Next Done
Number of Opportunities For Improvement
37 17 46%
Lean Newspaper Matrix OverviewOpportunities for Improvement (OFI’s)
Easy / High Impact
25Hard / High Impact
9Easy / Low Impact
12Hard / Low Impact
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The Current Pasco County Real Estate Division’s Process for Individual Property Vacation was mapped by staff.
Using LEAN tools, identify / simplify / eliminate steps to improve the efficiency / effectiveness of Pasco County’s ability to process applications for Vacations of Right–of-Way’s, Easements & Alleys.
