Does Your City Government Treat You Like a Customer?

October 31, 2008 By Leave a Comment

This is my pre-election post on government, and I promise to stay focused on performance and not politics.  There’s enough hot air being expended by the candidates and pundits and I don’t need to add to the global warming.  However, it does seem like a good time for all of us to evaluate the return we are getting from government and frankly, ask for more.  And by more, I don’t mean more money or even government. I mean quality, performance, results, and yes, even a bit of good old-fashioned customer treatment.

A great example of government delivering on its responsibilities for its customers…yes, I said customers, is 2007 Malcolm Baldrige Award Winner, Coral Springs, Florida.  The city of Coral Springs won a Baldrige Award for Performance Excellence, a feat that is remarkable for even the best of businesses.

A little bit of background on this post.  I am working with a talented group of MBA students at DePaul University in Chicago studying the Baldrige program as a framework for performance excellence.  We are looking at the practices and results of great companies in all sectors of the economy,  and the idea of performance excellence in government seemed like a fitting pre-election topic.  As a group, we struggled to recall if and when we had ever felt like “customers” much less “satisfied customers” in our dealings with our community governments.

As an aside, most people mistakenly associate Baldrige with just quality, when in fact it is one of the most comprehensive programs in the world in challenging and guiding organizations to become great at creating value for stakeholders.  Of course, quality in all facets is at the center of this high performance formula.  Coral Springs is the only municipal government to win this award to-date, and offers some powerful lessons for all of our communities as we head to the polls to elect our leaders next week.

A few noteworthy points:

  • Coral Springs truly views its citizens and businesses as customers and designs all of its services to maximize customer satisfaction.  From Saturday hours to their “City Hall in the Mall” facility that provides added convenience for people going about their normal business.
  • The city is a model of strategic planning effectiveness, engaging stakeholders in the development of a strategic plan and importantly, the development and execution of this plan around clearly defined goals and objectives.
  • Continuous improvement is inherent in this community’s emphasis on measurement and control of critical processes.  From customer satisfaction to employee and volunteer satisfaction, to focusing on measuring, monitoring and improving around the processes that create value for citizens and businesses, Coral Springs runs like you would expect the most quality conscious business to run.
  • The results are clear and visible for all to see in the form of ongoing reporting of key performance indicators to remarkable achievements in delivering what the customers deemed important in a high-performance community.  From schools to traffic to safety, the community appears to have achieved results that most communities will envy.

The Bottom-Line for Now:

If you are intrigued and want more tangible information on what a city government looks like when it clearly identifies its customers and holds itself accountable to creating value for those customers, take a look at the Baldrige Video at the city’s website. Do yourself a favor and watch the long-form of the video, preferably before you head off to the polls to elect or re-elect your city officials.  Better yet, send these officials a link and ask them if they understand who their customers are and what you expect.  Perhaps if we all hold our officials accountable, we might just get a reasonable return for our investment.  About now, any form of positive return would be good.

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Is it Time to Panic?

September 27, 2008 By Leave a Comment

I suspect that anyone not concerned about the state of “things” going on in our world and specifically in our economy would reasonably be labeled as naïve.  We have big problems, they could get bigger in a hurry or maybe they won’t.  The loss of some long-standing financial icons is annoying, the potential for the choking off of access to working capital for otherwise healthy companies is downright disconcerting.  The issues being debated in Washington have long-since ceased being about Wall Street and are most squarely about mitigating catastrophic risk on Main Street.

You don’t have to look far for some pundit somewhere offering up the end of life as we know it, usually with comments about a worldwide depression the likes of which we’ve never experienced.  Hey, they may be right or they may not.  I’ve long since given up trying to peer into the crystal ball and prognosticate beyond the late George Carlin’s famous weatherman bit that called for a forecast of “dark, followed by widely scattered light in the morning.”  The sun will rise and it will still be in the east.

In spite of my inability to foretell the future, I do know one thing for certain, it is never good to panic.  For you science fiction buffs out there, Frank Herbert had it right when he wrote that, “Fear is the Mind Killer.”  Panic creates a fight or flight response, where rational thinking is replaced by instinctual flailing.  Individuals panic, participants in markets can panic, and organizations can panic.  More often than not, the panic results in dramatic or even fatal mistakes.

Unfortunately, we have recent experience with horrific scenarios.  What happened on 9/11 was unthinkable on 9/10.  There were no road maps for dealing with the grief and the anger, and for awhile no one understood what was next.  It was a time when the best that many could hope for was to process on taking the next breath.  In all likelihood, we are still dealing with the ripples of this unthinkable day, and those ripples will likely shape the lives for generations to come in some form and fashion.

In addition to the pundits and talking heads, some really smart people that I know are beginning to let fear creep into panic.  Discussions of how to grow, how to compete better and even discussions about the pursuit of excellence are being replaced with focus on retrenching, battening down the hatches and/or boarding up the windows for the storm on the way.  Again, we would be naïve to ignore the signs and we would be naïve to think that anyone actually understands the impact of this horrific financial mess unfolding in front of us in real time, albeit drawn out over the past few weeks.  It’s time to focus on taking one breath at a time.

While there is some probability that the worst cases will play out, I will place my bet on widely scattered light towards morning.  There are many reasons why the world’s global capital markets cannot stop and why the earth’s burgeoning population and the world’s rapidly growing economies will not stop consuming, investing and yes, even growing.

As you look at your own firm and your own situation, it is not a time to take foolish risks.  Frankly, it’s never a time to do that, so nothing has changed.  It is a time to adopt a philosophy that seeks to find opportunity in chaos.  It is a time to carefully evaluate your strategies and check your assumptions.  It is also a time to consider making some hard calls on your future.  Working for a firm in the post 9/11 world where the board and leadership had the courage to invest in reinventing the firm’s core offerings at a time when our competitors were scaling back R+D efforts, was a brilliant learning lesson. 

It’s always time to improve your talent…either by investing in growing their knowledge and capabilities and by culling the herd.  It’s a great time to evaluate spending, to hold marketing accountable to genuine measures of value creation and to deploy the best-trained, solutions focused sales force to serve your customers.  It’s also a remarkable time to scale up your communications with your stakeholders and with your employees and provide them opportunities to share their many great ideas.   

The Bottom-Line for Now:

At the end of the day, people must eat, people must clothe themselves and frankly smart people will figure out how to use the opportunity to challenge themselves and their organizations to improve.  The rest will start boarding up the windows to hunker down for a long, agonizing wait.  I know which team that I want to be a part of. 

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We Are All Just Temporary Stewards

August 20, 2008 By 5 Comments

My blogging volume is off a bit due to client engagements and teaching activities (a good problem), but I had to take a timeout this afternoon and share some thoughts from a recent discussion.  A very thoughtful manager summed up his perspective on his role in the organization as that of a Temporary Steward. 

With his permission, and I am paraphrasing: “It’s not our business, it’s not our company, but we have a responsibility to those that will inevitably take over from us to leave the business in the best possible condition.”  Thoughtful comments and an interesting way to look at things.

While I suppose you could interpret the Temporary Steward label as a means of rationalizing subpar performance or lack of engagement, for this manager, it was just the opposite.  It was clear from our discussion, that he cares very deeply about the organization’s success, about its future state given the changing world that we live in, and importantly, about the people that work in the organization. 

From my own perspective, I like the concept of thinking about our tenure as finite.  It creates a sense of urgency and it helps us focus on priorities.  I’ve observed too many corporate managers that lost track of the fact that they are not guaranteed a job or even that their company will be there next week.  Once you start acting like you own the bricks and mortar and the chair and desk that you sit at and even the people that work for you, your judgment clouds, your motivation weakens and your intentions become suspect. 

The Tenets of the Temporary Steward
  • I’m responsible for contributing more everyday than I take out of the organization.
  • I’m accountable to future leaders, managers and employees to do my best to ensure that there is an organization in place for them to contribute to, earn from and to grow.
  • I recognize that I am here on the good graces of customers and stakeholders, and I will seek to create value for them every day.
  • If I manage people, I’m responsible for doing the heavy lifting and difficult work of providing constant feedback, supporting individual development and eliminating those that can’t perform or that don’t match our values.
  • I’m responsible for watching what is going on in the world around us and for helping pick a path to march down.  I’m also responsible for recognizing when we’ve chosen the wrong path and helping us change course.
  • I won’t take myself so seriously that it causes me to strike out in anger, play politics or spend unproductive time complaining. 
  • I’ll work hard to recognize when it is my time for my stewardship to end, and I’ll look back on the successes and failures as learning experiences.  I’ll leave the regrets for someone else, because as a Temporary Steward, I’ll know that I left everything that I had on the playing field.

The Bottom-Line for Now:

Don’t take yourself so seriously that you start believing that you transcend the organization.  Start focusing on what you can do to create value today that will ensure that there is a future for your organization.  And remember that  you will not pass this way or live this day again.  Leave things better than you found them.

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