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Driving Fear - of Measurement – Out of the Work Place

Donna Wies, Union Sanitary District Margaret Wyatt, City of San Diego. Driving Fear - of Measurement – Out of the Work Place. Ways We Measure. Time Speed Temperature. Why Measure Performance?. Traditional culture. Transformational culture. Encourage positive behavior

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Driving Fear - of Measurement – Out of the Work Place

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  1. Donna Wies, Union Sanitary District Margaret Wyatt, City of San Diego Driving Fear- of Measurement – Out of the Work Place

  2. Ways We Measure • Time • Speed • Temperature

  3. Why Measure Performance? Traditional culture Transformational culture Encourage positive behavior Focus attention Clarify expectations Align around goals Support feedback and learning Improve decision-making • Control behavior • Place blame • Follow rules • Meet deadlines • Avoid mistakes • Please the boss

  4. Survey Results Who Participated?

  5. Survey Results What Data Do We Collect?

  6. Survey Results Whois involved?

  7. Survey Results What are we afraid of? • Too time consuming or difficult 66% • Used to place blame 41% • Used to punish 32% • Other 67% Lack of: • appropriate, meaningful measures • monitoring tools and IT systems • knowledge and skills • a champion • If this many managers are afraid, how do you think the employees feel?

  8. Survey Results What can we do about it? • Demonstrate results and benefits • Define and communicate goals • Involve employees • Focus on continuous improvement • Improve data management • Provide tools, technology and training • Value data-driven decision making

  9. San Diego Metropolitan Wastewater Department used performance measurement and reporting to reduce sewer spills. Sanitary Sewer Overflows per 100 Pipe Miles

  10. The Real World • What to do • What NOT to do • Don’t over do • Success

  11. USD Lessons Learned • Balance communication with action

  12. USD Lessons Learned • Yes, it’s hard and takes time • Educate your Board/Council • Get yourself a Champion • No punishment PUNISHMENT

  13. USD Lessons Learned • Connect measures to the Strategic Plan • There are no perfect measures • Watch for good measures gone bad

  14. Contact Info Margaret Wyatt San Diego Metropolitan Wastewater Department MWyatt@sandiego.gov (619) 961-6696 Donna Wies Union Sanitary District Donna_wies@unionsanitary.com (510) 477-7523 Presentation: http://www.unionsanitary.com/contactUs.htm

  15. Transforming Performance Measurement By Dean R. Spitzer

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