History of HPO Customer Focus

Southlake Model

4

Customers Processes

FinancialsLearning

& Growth

City of Southlake Strategy Map

The City of Southlake provides municipal services that support the highest quality of life for our residents and businesses. We do this by delivering outstanding value and

unrivaled quality in everything that we do.

Fulfill OurMission

Live Our Core Values

PromoteLearningand Growth

ProvideFinancialStewardship

Serve OurCustomers

C1 Achieve the highest standards

of safety and security

C3 Provide attractive and unique spaces for enjoyment of personal

interests

C4 Attract and keep top-tier businesses to drive a

dynamic and sustainable economic environment

C2 Provide travel convenience within

City and region

B6 Optimize use of

technology

B1 Achieve best-in-class status in

all City disciplines

B5 Improve performance of

delivery and operational processes

B4 Provide high quality customer

service

B2 Collaborate with select partners to implement service

solutions

F1 Adhere to financial management principles

and budget

F3 Achieve fiscal wellness standards

F4 Establish and maintain effective internal controls

F2 Invest to provide and maintain high quality public

assets

Manage theBusiness

Safety and Security

L2 Enhance leadership

capabilities to deliver results

L3 Attract, develop and

retain a skilled workforce

L1 Ensure our people understand the

strategy and how they contribute to it

L4 Recognize and

reward high performers

C5 Promote opportunities for partnerships and

volunteer involvement

Deliver on OurFocus Areas

Integrity Innovation ● Accountability ● Commitment to Excellence ● Teamwork

B3 Enhance resident quality of life and

business sustainability through tourism

L5 Empowerinformed decision-

making at all levels in the organization

InfrastructureQualityDevelopment

MobilityPerformance Managementand Service Delivery

Partnershipsand Volunteerism

20122006 2007 2008 2009 2010 20112005

• CC developed VMV, & Focus Areas

• Dept. Workplans created

• Conducted citizens Survey

• Created first strategy map

• Implemented dept. business planning citywide

• Aligned budget with strategy map

• Conducted citizens survey

• Conducted citizens survey

• Began working on Focus Area metrics

• Implement High Performance Organization Model

• Implement strategic communications plan

• Create a city wide scorecard

• Conduct citizen survey

• Create a comprehensive workforce strategy

• Create an Employee Value Proposition

• Create first annual performance report

• Developed strategic communications plan

• Revamped Focus Area Cabinets

• Introduced Focus Area Cabinets

• Developed performance contracts for Directors

• Created values teams

• Implemented employee values recognition program

• Started Business Plan pilot program

• Conducted first Lean process improvement

2009 Southlake HPO Model

Current Southlake HPO Model

Customer Needs

Employee

Involvement

Self-directing Work Teams

Integrated Technologies

Organizational Learning

Process Improvement

12

What is high performance for us?

According to whom are we?

According to whom are

we?

External Partners

Neighboring Cities

Vendors

Tourists/shoppers

Regional Partnerships

How would we know if we were?

How good are we at it?

Customer Needs

Employee

Involvement

Self-directing Work Teams

Integrated Technologies

Organizational Learning

Process Improvement

Customer Needs

Employee

Involvement

Customer Needs

Self-directing

Work Teams

Customer Needs

Integrated Technologies

Customer Needs

Organizational Learning

Customer Needs

Process Improvement

Employee Empowerment

• Flat and lean hierarchy

• Heavy team emphasis throughout organization

• Paper work minimized

• Rapid decision making emphasized

• People are empowered to do “whatever it takes” to get the job done

• Provide knowledge, skills, and information to make good decisions

Self-directing Work Teams

• Empowered to make decisions about planning, doing, and evaluating their work

• Sometimes called self-managing or self-leading work teams

• Utilizes employees’ expertise and knowledge

• Need for employees to manage themselves

Integrated Technologies

• Focus on providing flexibility in service delivery

• Involves job design and information technology

• Key components are real time or on demand systems

• Make strategic use of technology

• Need to be willing to change at an accelerated pace

Organizational Learning

• Organizations gather information to anticipate future changes

• Encourage personal learning, renewal, growth, and change

• Requires seeking and using feedback

• Benchmark and study “best practices”

• Values creativity and innovation

Process Improvement

• Strong commitment to high quality results, continuous improvement, and meeting customer needs

• Encourage employees to do their own quality planning and checking

• Redesign, reengineer, and reinvent key strategies, structures, and systems

• Complete tasks right the first time