Donna Wies, Union Sanitary District Margaret Wyatt, City of San Diego

Time

Speed

Temperature

TRADITIONAL CULTURE

Control behavior Place blame Follow rules Meet deadlines Avoid mistakes Please the boss

TRANSFORMATIONAL CULTURE

Encourage positive behavior

Focus attention Clarify expectations Align around goals Support feedback and

learning Improve decision-making

Who Participated?

What Data Do We Collect?

Who is involved?

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?

What can we do about it?

Demonstrate results and benefitsDefine and communicate goals Involve employeesFocus on continuous improvement Improve data managementProvide tools, technology and

trainingValue data-driven decision making

Sanitary Sewer Overflows per 100 Pipe Miles

What to doWhat NOT to doDon’t over doSuccess

Balance communication with action

Yes, it’s hard and takes timeEducate your Board/CouncilGet yourself a ChampionNo punishment

Connect measures to the Strategic Plan

There are no perfect measuresWatch for good measures gone bad

Margaret WyattSan Diego Metropolitan Wastewater DepartmentMWyatt@sandiego.gov (619) 961-6696

Donna WiesUnion Sanitary District

Donna_wies@unionsanitary.com(510) 477-7523

Presentation: http://www.unionsanitary.com/contactUs.htm

Transforming Performance Measurement

By Dean R. Spitzer