DALE F. WEEKS Senior Executive Officer Florida Department of Revenue

1. Benchmarking: How and Why to Compare Apples to Oranges to Grapefruits – What Is In It For Me? DALE F. WEEKS Senior Executive Officer Florida Department of Revenue

2. TODAY’S LEARNING PROCESS: • Expect Involvement – Your Ideas • Think Outside Your “Comfort Zone” • Try On the “Boots” of Our Customers – What Would They Say? • Outcome: Build A Commitment to Performance Excellence

3. YOUR 45 MINUTE BENCHMARKING RIDE TODAY • WHAT IS BENCHMARKING & WHY SHOULD I DO IT? • WHO IS DOING BENCHMARKING NOW IN BOTH THE PUBLIC AND PRIVATE SECTORS? • IS MY ORGANIZATION READY FOR BENCHMARKING? • HOW DO I BEGIN BENCHMARKING? • WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME?

4. Performance Excellence Brainstorming ICE BREAKER LEARNING EXERCISE • NAME 3 ORGANIZATIONS YOU THINK EXEMPLIFY EXCELLENCE AND EXPLAIN WHY.

5. WHAT IS BENCHMARKING? • Definition: A Methodology for seeking out and identifying “world-class” practices that can be adopted or adapted to achieve superior performance. • Underlying Premise: A Large Percentage (70%) of What Organizations Do Is the Same, No Need to Reinvent Wheels (the NIH Factor). • It Can Be Informal (Office Sharing, Reading, Networking) or Formal 8 Step Business Process • Types of Benchmarking: Success Stories, Performance Metrics Comparisons, Business Process Benchmarking, or “World-Class” Best Practice Benchmarking.

6. WHY DO BENCHMARKING? (Where is the Urgency?) • To Directly Address the External Demands for Change – “Better, Faster, Cheaper, Do More With Less” – It Can and Is Being Done – Our Country Deserves Nothing Less – “This Is the Moment!” • To Build An Energizing Vision of Your Organization’s Performance Potential (“Going to the Moon”) – A BHAG!!! • Examples - To Be in the Top 5 or 10 % in The World; To Deliver What Your Customers or Citizens Expect and Deserve - It Is “Their Money.” • To Establish a “Built to Last” Foundation for Innovation and Growth for All Employees.

7. WHO IS DOING BENCHMARKING TODAY? • Public Sector – Cities, Counties, States, and Federal Agencies – United States and Globally • Recent Baldrige Winners – City of Coral Springs & Similar Governments in Selected Areas. • Ontario Municipal Benchmarking Initiative (OMBI) – 15 Cities Around Toronto. • Institute for Citizen Centred Service (ICCS) – Canada – Common Measurement Tools – 200+ Members • International City/County Managers Association • Tax Agencies in US, Canada, & Beyond

8. WHO IS DOING BENCHMARKING TODAY? • 2. Private Sector – 20 Years of Baldrige History • Approx. 100 Winners and Numerous Applicants • 40+ State Awards in the United States • Baldrige Programs in Most Major Developed Countries (US, Canada, Europe, Mexico, Singapore, South America, etc.) • 3. Healthcare and Education Sectors – Recent Baldrige Winners – Real Growth Arenas! • Robert Woods Johnson Hospital – New Jersey • Mayo Clinic – “On The Journey” • Selected School Districts, Colleges, & Universities – Gradual Evolution.

9. IS MY ORGANIZATION READY FOR BENCHMARKING ? • Your Leadership Mindset – Are You (and Your Senior Leaders) Ready, Willing, and Able To Compare Your Business Results to Others in Your “Industry” and Beyond? • Your Learning and Continuous Improvement Commitment – Do You Want to Learn How You Perform Relative to Others as THE Basis for Setting World-Class Collection Performance Targets (“Getting to the High Hanging Fruit.”)? • If You SAY - WITH PASSION –YES, RIGHT ON–YOU CAN MAKE IT HAPPEN NOW!

10. HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ? • Document Your Current Collections Business Process – Include Vision, Mission Statements, Major Performance Measures & Process Steps • Organize A Benchmarking Team (3 – 5 People) • Use A Flow Chart, As Preferred • Address Cross-Function/Dept Issues • Develop a Simple 1 Page Summary with Metrics • Start Internal Comparisons First – Peer to Peer, Office-to-Office and Best Practice Sharing • Focus: “What is Working, Not Working” And Why

11. HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ? • Go External or Go Global – Initiate Your “Blind Date” or Courting Business Process. • Design a Marketing, Sales Package • Do Your Front-End Partner Research - Selection Criteria, and Project Scope – Conf Calls Work! • Google It - “In the Public Domain!!” • Keep It Simple - Be Careful With Surveys – Build Detail/Complexity Gradually • Watch for Privacy and Confidentiality Issues • Emphasize a Two-Way Learning Approach • Constantly Build Your Partnership Relationship – This is a People Based Initiative. • Be A Performance Excellence Ambassador!

12. WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ? • The Government Division of the American Society for Quality (ASQ), Milwaukee. • 1,200 Members in 30 Countries 2. National Baldrige Office and 40+ State Quality Offices, NIST, Washington, DC. 3. The International Centre for Citizen-Centred Service (ICCS)in Canada. 4. The American Productivity and Quality Center (APQC), Houston, Texas – 30 + Years. 5. Ontario Municipal Benchmarking Initiative (OMBI), Niagara, Ontario, Canada • ICMA Center for Performance Measurement, Washington, DC. • The Global Benchmarking Network (GBN).

13. WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ? • The Florida Benchmarking Consortium (FBC). 9. North Carolina Local Government Performance Measurement Project, University of NC. 10. Selected Professional Associations • Association of Government Accountants • American Society for Training and Development • Many more across multiple disciplines globally 11. Numerous Books and References • GO FOR IT - “NETWORKS” ARE STANDING BY, JUST ASK!!

14. THE CHALLENGE TO US ALL: • Let Persistence, Perseverance, Passion, and Humility Drive Our Commitment to Sustaining The Journey Over the Long Haul. • “ Ask Not What Your Country Can Do For You -- Ask What You Can Do For Your Country” JFK, January 21, 1961

15. OPEN FORUM • YOUR QUESTIONS AND ANSWERS • I ENGAGE ALL MESSENGERS • FILL MY E-MAIL BOX WITH YOUR IDEAS!! WEEKSD@DOR.STATE.FL.US 850-414-7855 ONWARD AND UPWARD AS BENCHMARKING AMBASSADORS! THANK YOU!