Innovation Model and Voice of the Customer...• Assess current approach to innovation within Carver...
Transcript of Innovation Model and Voice of the Customer...• Assess current approach to innovation within Carver...
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Innovation Model and Voice of the
CustomerGroup 7
Konstantin Butskiy, Brittany Dyshaw, Siddhartha Saladi, Alana Novosad, Sam
Hinton, Param Kler
Agenda
• Request for Action• Innovation Model– Current & Future State– Recommendations– Best Practices
• Voice of the Customer– Recommendations – Develop & Integrate– Framework
• Conclusion• Acknowledgements• Q&A
Request for Action from Carver County
• Assess current approach to innovation within Carver County.
• Make recommendations on best practices around an innovation model that encompasses lean practices.
• Assess current capacity capture Voice of the Customer (VOC) internally and externally.
• Propose an integrated system to gain insight internal and external VOC.
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Innovation Model : Current State
Level2:ProblemPreventer
Level3:Con5nuousImprover
CoreCompetencies:Mindful,prepared,awareoffuturechallengesExamplesatCarverCountry:5Sini5a5ves
CoreCompetencies:Focusonfuturegrowth,confrontthestatusquo,“ifitain'tbroke,breakit”FosterGrowth:Kaizenevents
Opportunity
Opportunity
Takeaway-Thereareopportuni5estoexpandthecurrentthinkingaroundinnova5onandgrowbenefitsforthecounty
Innovation Model : Future State
Level1:ProblemSolver
Level2:ProblemPreventer
Level3:Con5nuousImprover
Level4:CreatorofaNewFuture
Communica/on
hXp://www.forbes.com/sites/larrymyler/2014/06/13/innova5on-is-problem-solving-and-a-whole-lot-more/#54fe493726d3
CoreCompetencies:Prac5cal,can-doa]tude,Break-andFixmentalityFosterGrowth:Kaizeneventsfocusingonpainpoints,goalsaround5mesavings/efficiency,response5me
CoreCompetencies:Mindful,prepared,awareoffuturechallengesFosterGrowth:shareVoCdatatounderstanddemand,understandfronttoendprocessesbeyondrole,crosstrain
CoreCompetencies:Focusonfuturegrowth,confrontthestatusquo,“ifitain'tbroke,breakit”FosterGrowth:revisitcurrentprocesstoacceleratefuturegrowth
CoreCompetencies:visionary,engaged,intrapreunealFosterGrowth:Createstretchprojects,taskforces,strategyleads
CelebrateandRecognize
Achievement–shorttermwins
Encourageandcelebraterisktaking
Sharees5mated
savingsorriskprevented
Createavision
Takeaway–Integrateandenablepar5cipa5oninall4levelsofthemodel
Innovation Model : Future State
Level1:ProblemSolver
Level2:ProblemPreventer
Level3:Con5nuousImprover
Level4:CreatorofaNewFuture
Communica/on
PerformanceExcellence
Innova5veLeaders
TIME
Takeaways:• Anindividualineach
quadrantisacontributortoinnova5on-keytoacknowledge
• Individualscanmoveacrossquadrants–all4areneededforsuccess
• Over5memoreenergyandeffortwillbespentonaddingvaluethroughinnova5onthatwillcreateefficienciesindaytodayprocesses
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Innovation Model - Recommendation
1)Defineinnova5onateachofthe4levelsforCarverCountry
• Provideexampleswhatitmeanstobealevel1,2,3and4contributoratCarverCountry• Illustratehowcurrentprojectscanfitintoeachlevel(wearealreadydoingthis!)
2)Createaengagementprogramtoincreaseawarenessandpar5cipa5onaroundinnova5onmodel• Cer5fica5onsthatillustrateexecu5onsineachofthe4levels• Transparency/highligh5ngofcompletedprojects–providingexampleshowdifferentteammembersarecontribu5ngtoinnova5oneveryday
• Publicallycelebratecomple5onofdifferentlevelsofprojects
3)Integrateinnova5onmodelintoongoingstrategy
• Over5meincludecer5fica5ons/par5cipa5onindifferentlevelprojectsaspartofteammembersperformancegoals–rewardperformance
Takeaway–integrate4levelinnova5onmodelintoorganiza5onalculture
Innovation Model: Best Practices
LocalGovernmentInnova5onModels
SanJoaquin’s–onlinehiringfromfortytosevendays
HumphriesSchoolofPublicAffairs–LocalGovernmentInnova5onAwards
2015
PrivateSector–What’stherightstrategyforyourorganiza5on?
Apple–5ghtcontrol,innova5oninternallydriven
Google–opensource,strongfocusonVOC/designby
customer
Academia/Networking–staycurrent/con5nueto
evolve
HBR–innova5onmodelsappliedtodifferentbusinesses
Networking–whatarepeersdoing?
Takeaway–inves5gatecurrentusecasesofinnova5on,understandwhatdoes/doesn’tapplytoyourorganiza5on,andcon5ouslyreviewandevolve
VOC Recommendations:
1)Developandconductcustomersa/sfac/onsurveysforexternalcustomers• Iden/fyYourProductsandCustomersandIden/fyDriversofsa/sfac/on• Ongoingbasisandrefinesurveyasneeded
2)Developandconductinternalfocusgroupdiscussiontoanalyzesurveyresults• Selectandfacilitatefocusgroupsforonedepartment/serviceata/me• Quarterlybasis• Internalcustomersurvey
3)IntegrateVOCinsightsintoInnova/onPipelineProjectAnalysisTool
• Repeatsteps1and2
Takeaway–ConductCustomerSurveys,Conductinternalfocusgroupdiscussiontoanalyzesurveyresultsandreiterate.
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Identify/Define Your Products & Customers
Customers are the recipients of the products or services that an agency produces.Examples :
Takeaway–Aproductissomethingcreatedbywork,whichcanbegiventosomeoneelsetoachieveadesiredoutcome.KenMiller
GeneralPublic Permits Parks Licenses
Immuniza5ons Treatmentplans Contracts Busrides
��Identify/Define Drivers of Satisfaction ��Thekeydriversofcustomersa5sfac5onarethosefactorsthatmostinfluencecustomersa5sfac5onforapar5cularserviceorproductExamples:
Takeaway–Drivesofcustomersa5sfac5onarerelatedtothingscustomersvalue
Timeliness Informa5on Staffcompetence Reliability Staffa]tude
Fairness Lookandfeel
Safetyandsecurity
Access&Convenience Value&cost
Developing and Conducting the�Customer Satisfaction Survey
Inordertounderstandcustomersa5sfac5on,therecommenda5onisthatallsurveysinalldepartmentsuseacommon,five-pointscaleandincludethefollowingtypesofques5ons:
• Overallsa5sfac5on• Keydriversofsa5sfac5on• Customercharacteris5cs(demographicinfo)• Open-endedfeedbackques5on
Scale:Toensurecomparabilityofdata,andsothatresultscanbeconsideredinthesamegeneralcontext,five-pointscale,withfiveconsideredthehighestra5ng.Length:Surveysshouldbeasshortaspossiblewhilegatheringneededinforma5on. Takeaway–UseaCommonFivePointscaleforalltheSurveystoensurecomparability
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Developing and Conducting�Focus Group Discussions ! Internal
Focusgroupsdiscussresearchques5onsandgeneratequalita5veinforma5onabouttheirfeelingsandopinions,aswellastheirreasonsforthoseopinions,a]tudes,andbeliefs.
Par/cipa
ntse
lec/on
Par5cipantsshouldshareacommonbaseofunderstanding,experience,and/orknowledgethatwillallowthemtoengageindiscussionoftheques5ons.
Focusg
roup
mod
era/
on
Inordertohavesuccessfulfocusgroups,thegroupsshouldbefacilitatedbyanexperiencedmoderatorwhoisnotpartoftheorganiza5onconduc5ngthefocusgroups. An
alyzefocusg
roup
results
Thequalita5veinforma5onobtainedinfocusgroupscanhelpexplainwhycustomersfeelandperceivethingsthewaytheydo;theirrangeoffeelingsandopinions;andhereasonsfortheirfeelingspercep5ons,andopinions.
Takeaway–Par5cipantsshouldshareCommonbaseofunderstandingandshouldbefacilitatedbyexperiencedmoderatorwhoisnotpartoftheorganiza5on
Integrate VOC Insights into �the Innovation Pipeline
Management&ProgramImprovement" Understandingcustomerperspec5vesandfindingareasforimprovementinprocesses
andservicedelivery" Refiningandimprovingthecustomersa5sfac5onmeasurementprocess" Internalstaffmee5ngsandmanagementdiscussionsofperformance" Execu5velevelbriefingsandperformanceforumsRepor/ng" Publicrepor5nginannualreports,performancereports,Websites,andnewsleXersto
stakeholders,partners,andcustomers" Internalrepor5ngtoprogramstaff,management,andorganiza5onalpartners" Strategicandbusinessplanninganalysesanddocuments
Takeaway–FindareasforimprovementsandReportimprovementsthroughWebsitesandnewsleXerstostakeholders,partners,andcustomers.
VOC Framework
Develop&Conductcustomersa5sfac5on
survey(Methods)
Developandconductinternalfocusgroupdiscussiontoanalyzesurvey
results
Communicateimprovementstocustomers&
public
GobackToStep1
Iden5fy/defineyourproducts&customers
Iden5fy/definedriversofsa5sfac5on
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Conclusion
• 4 Levels of Innovation central to creating a culture of innovation and improvement
• VOC is key to driving innovation at Carver County
• Create channels of communication to drive customer feedback and engagement
• Utilize VOC insights to drive innovation projects and improve customer experience
Acknowledgements
Carver County- Mike Greco- Melissa Reeder- Lorraine Brady- Tom Vellenga- Dave Frischmon- Nick KoktavyScott MartensMBA6220 Course Participants
Thankyouforyoursupportandfeedbackthroughoutthisprocess!
Questions &Answers