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URSTA 2005Spring Conference
April 21 & 22, 2005
Strategic Planning
“Yogi, we’re lost.” “Yeah, but we’re making great
time!”
--Yogi Berra
I skate to where I think the puck will beWayne Gretzky
Strategic planning process
Phase IVImplementing it!
Phase IIIHow will we get there?
Phase IIWhere do we want
to go?
Phase IWhere are we now?
A System of Performance Management
ORGANIZATION-WIDE
Strategic
DEPARTMENTAL/DIVISION
Operational
INDIVIDUAL / WORK UNIT
Tactical
Strategic Planning
3 Components of Planning
Concepts Procedures Tools
Strat-e-g-mapping™ Process WHERE YOU ARE YOUR DESTINATION ROAD TO GET THERE
Identify Products & Services
Determine Key
Customers
Analyze Internal
Strengths & Weaknesses AND External Opportunities
& Threats Set Goals
Establish Organizational
Core Values
Develop a Vision
Write a Mission
Statement
Set Objectives
Identify Performance
Measures
Set Targets
Develop Initiatives
CHECK-IN Evaluate the Plan
Overview strat-e-g-mapping™
Phase I – Where are we now?
Three Steps
STEP 1Products
and Services
STEP 1Products
and Services
STEP 2Key
Customers
STEP 2Key
Customers
STEP 3SWOT
STEP 3SWOT
Phase 1 – Steps 1&2
STEP 1Products
and Services
STEP 1Products
and Services
Products & Services: Deliverables that the customer receives
STEP 2Key
Customers
STEP 2Key
Customers
Customers: Any person, group or organization receiving your product(s) and/or service(s)
Phase 1 – Steps 1& 2Examples
STEP 1Products
and Services
STEP 1Products
and Services
•Highway condition information•Roadway maintenance•Transit service•Transportation services for elderly
STEP 2Key
Customers
STEP 2Key
Customers
•Tourists•Commuters•Businesses•Special needs populations
Means for evaluating
Products / Services Are key functional
areas addressed? Are there P&S you
should be providing? Large # of requests
for some you don’t provide? Should you provide?
Customers Are any key customer
groups missing? If “yes” re-evaluate
your products and services
STEP 1Products
and Services
STEP 1Products
and Services
STEP 2Key
Customers
STEP 2Key
Customers
Stakeholder input
Stakeholders: groups or entities affected by your operations or interested in the issues
Phase I – Step 3
SWOT: Develops a clear sense of reality Strengths: Internal resources or capabilities Weaknesses: Internal deficiencies in resources or
capabilities Opportunities: External factors or situations that
can favorably impact the organization Threats: External factors or situations that can
negatively impact the organization
STEP 3SWOT
STEP 3SWOT
Phase I – Step 3
Visionary leadership Great safety record Committed customer
base
Aging fleet Outdated technology
STEP 3SWOT
STEP 3SWOT
Phase I – Step 3
Support for environmental concerns
Smart Growth model
Decrease in state and federal funding
Increasing customer expectations for service
Political climate
STEP 3SWOT
STEP 3SWOT
STEP 3SWOT
STEP 3SWOT
Organizational dataOrganizational data
Sta
keh
old
er M
eeti
ngs
Sta
keh
old
er M
eeti
ngs
Staff
Staff
Industry InformationIndustry Information
Phase II– Where do we want to go? Four Steps
STEP 4Mission
STEP 4Mission
STEP 5Vision
STEP 5Vision
STEP 6Values
STEP 6Values
STEP 7Goals
STEP 7Goals
Phase II – Step 4
STEP 4Mission
STEP 4Mission
Mission: Statement of purpose; fundamental reason for existence
EXAMPLES: •We put out fires, we save lives, we stay safe
"This Institution supports the Constitution of the United States, its Bill of Rights and its method of representative government. Both our social and economic systems are based on private enterprise from which springs initiative and ingenuity.... Ours is a system where the Federal Government should undertake no governmental, social or economic action, except where local government, or the people, cannot undertake it for themselves.... The overall mission of this Institution is, from its records, to recall the voice of experience against the making of war, and by the study of these records and their publication, to recall man's endeavors to make and preserve peace, and to sustain for America the safeguards of the American way of life. This Institution is not, and must not be, a mere library. But with these purposes as its goal, the Institution itself must constantly and dynamically point the road to peace, to personal freedom, and to the safeguards of the American system."
Transportation Organization
All of us are committed to transportation services that are safe, dependable, courteous and easy to use
Phase II – Step 4 STEP 4Mission
STEP 4Mission
Means of evaluation•Succinct?•Fundamental reason for existence?•Easy to remember?•Easy to understand by staff, customers and stakeholders
Phase II– Step 5
STEP 5Vision
STEP 5Vision
Vision: A word picture of the future that the organization intends ultimately to become or influence
EXAMPLES:•A global leader for integrated transportation services •To be respected worldwide as a progressive team of professionals dedicated to the advancement of transportation safety
Phase II – Step 5 STEP 5Vision
STEP 5Vision
Means of evaluation•Future focused?•Concise?•Will employees see how jobs relate?•Inspirational & compelling?•Consistent with mission?
Phase II– Step 6
STEP 6Values
STEP 6Values
Values: Principles that govern our behavior and the way in which we do business
EXAMPLES:Customer focusedResults drivenRespectful of others
Values Defined
COMPETENCE: We are a highly skilled and knowledgeable team of professionals that strive for continuous improvement in the delivery of our services
OPENNESS: We accept and share information freely and openly, respecting both our information providers and users to the full extent of the law
RESPECT: We are committed to treating all with consideration and courtesy
Means of evaluating
Do they convey how you want people to act in your organization when no one is looking?
Will employees understand the meaning? Are they easy to remember?
STEP 6Values
STEP 6Values
Phase II– Step 7
STEP 7Goals
STEP 7Goals
Goals: Broad statements of measurable outcomes to be achieved on behalf of customersExamples:• Accessible transportation system• World class customer service• Improve safety
Phase II – Step 7 STEP 7Goals
STEP 7Goals
Means of evaluation•Do they fit within the boundaries of your organization’s mission and vision?•Do they describe the outcomes for your customers (versus action you will take)•Will you be able to measure progress?
Elevator speech – Putting it all together
_______ provides (products and services) to (customers). We are in business to (mission) and we hope to (vision). Success would be (goals).
STEP 4Mission
STEP 4Mission
STEP 5Vision
STEP 5Vision
STEP 6Values
STEP 6Values
STEP 7Goals
STEP 7Goals
STEP 1Products
and Services
STEP 1Products
and ServicesSTEP 2
Customers
STEP 2Customers
STEP 3SWOT
STEP 3SWOT
Phase III – How will we get there? Four Steps
STEP 8Objectives
STEP 8Objectives
STEP 9Measures
STEP 9Measures
STEP 10Targets
STEP 10Targets
STEP 11Initiatives
STEP 11Initiatives
Phase III – Step 8 - Comparison
STEP 8Objectives
STEP 8Objectives
Goals: Broad statements of measurable outcomes to be achieved on behalf of customersObjectives: Statements of what you must do well to achieve a specific goal
STEP 7Goals
STEP 7Goals
Phase III-Step 8Objectives: Statements of what you must do
well to achieve the goal
1.0 Goal: Exceptional customer service
1.1 Deliver Passengers on time
1.2 Deliver luggage with the passenger
1.3 Respond to customers in a timely manner
STEP 8Objectives
STEP 8Objectives
Phase III – Step 8
1.0 To be the employer of choice
1.1 Attract and retain an exceptional/diverse workforce
1.2 Ensure a competitive compensation and benefits package
1.3 Focus on continuous employee development and innovation
1.4 Ensure reward and recognition systems reinforce the mission, vision and values
STEP 8Objectives
STEP 8Objectives
Phase 3 – Step 8
1.0 Accessible transportation system
1.1
1.2
1.3
1.4
STEP 8Objectives
STEP 8Objectives
Phase III – Step 9
Performance Measures: Meaningful indicators that assess progress towards accomplishment of goals and objectives
1.0 Goal: Exceptional customer service
Customer satisfaction rating
1.1 Deliver Passengers on time % of on-time
1.2 Deliver luggage with the passenger % lost
1.3 Respond to customers in a timely manner Time required for refunds & % meeting standards
STEP 9Performance
Measures
STEP 9Performance
Measures
1.0 Right people with the right skills in the right job
1.1 Increase retention of an exceptional and diverse workforce
1.2 Improve your competitive edge
1.3 Reduce skills gap 1.3.1 Training $$ as% of gross salaries1.3.2 Avg trng hrs/FTE 1.3.3 Level 1-4 evals
Measures: Customer Satisfaction
Improvedmission critical results
1.1.1 EEO Stats1.1.2 Turnover rate- high performers1.1.3 % of positive hires
1.2.1 Benefits value 1.2.2 Benchmarked salary study 1.2.3 % of 1st choice acceptance
STEP 9Performance
Measures
STEP 9Performance
Measures
Phase III – Step 11
Initiatives: Specific programs and activities that will help you meet your performance targets
•Conduct an assessment of transportation •needs•Partner with non-profits to expand
transportation alternatives•Implement performance based contracting
STEP 11Initiatives
STEP 11Initiatives
Phase III-Step 11
1.0 To be the employer of choice
1.1 Attract and retain an exceptional and diverse workforce
1.2 Ensure a competitive compensation and benefits package
1.3 Become a learning organization
STEP 11Initiatives
STEP 11Initiatives
Phase IV – Implementation
Implementation:
It won’t happen by accident
Implementing Change Departmental Challenge
The “Do We Have To” Syndrome Create Your Own Vision Sell Your Vision, Don’t Just Share It All Leaders Need To Buy-In Front Line Employees Need To Buy-In Answer “What’s In it for me?” Measure Progress Solicit Frequent Feedback Keep Change Alive And Stay Focused
PlanOwner
StakeholderRepresentation
MonitoringAnd Tracking
Executive Leadership
Goal Champion
GoalChampion
Goal Champion
Goal Champion
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