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Implementing a Performance Improvement Framework to Thrive (and not just survive)

A Presentation by Miami-Dade County

October 15, 2015

Ray A. Scher, Assistant Director, Office of Management and Budget

Carlos Maxwell, Business Analyst Manager

Managing for a Diverse Community

• ~ 2 ½ million residents

• Diverse (61% Hispanic, 18% non-Hispanic White, 18% Black and 3% Other)

• Approximately 50% Foreign Born

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Managing for a Diverse Government

• Strong Mayor / 13 District County Commissioners

• Two-Tier Form of Government

– 55.5% residents live in cities (including Miami and Miami Beach)

– 44.5% live in Unincorporated Area.

• Budget: FY 2016 Nearly $7 Billion

• Over 26,000 Employees

• Many County Services: Many Disparate Customers

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Model of Results Oriented Government

Process Management helps us maintain good results as we perform our Mission.

Strategic Planning helps us “focus” on key projects to reach our Vision.

Performance Improvement helps us fix work problems and improve our Performance.

Strategic Planning

Performance Improvement

ProcessManagement

Results Oriented Government

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History of Performance Excellence in Miami-Dade County Government

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1998

Perf Meas & Bus. Plans

First County Strategic

Plan

More Advanced Problem Solving Techniques

2012

2008

2006

2003

Sterling Challenge

Scorecards &Bus. Reviews

Updated Strategic

Plan

Charter Member of

FBC

2004

Governing for Results Legislation

2005

Recent Budget Picture…

$3,800

$4,000

$4,200

$4,400

$4,600

$4,800

$5,000

$5,200

FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 FY15

Ope

ratin

g Bu

dget

(Mill

ions

)

Fiscal Year

Miami-Dade CountyOperating Budget

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Catalyst for Change…

Recent economic downturn put considerable stress on resources and operations:•Employee concessions •Downsizing of workforce•Maintain services (to extent possible) :

INSPIRATION TO FOCUS ON PERFORMANCE IMPROVEMENT

LEAN SIX SIGMA

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Six SigmaIncreased Quality with lowered Defects, Variation and Cost

LeanIncreased Speed with No Wasted Effort

Lean Six Sigma Overview Lean Six Sigma Overview (2 approaches in one)(2 approaches in one)Lean primarily focuses on Increasing Outputs, for example, increasing process Speed while eliminating unnecessary Inventory and Waste.

Six Sigma primarily focuses on Improving Outcomes, for example, eliminating Defects (DMAIC) and reducing unwanted Variation (Process Management)

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Where/How it Began: Strong Partnership OMB - PWWM

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Launch of Lean Six Sigma Effort

OMB PWWM

ActiveStrategy Inc. / Advisory

BoardExecutive Consultant: Master Black Belt

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Leverage Skills

Develop Data Analysis and Problem Solving Techniques

Pilot … then expand throughout County Government

Phase 1 LSS Deployment: - Summer/Fall 2012

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Prioritized PWWM Projects

Created 3 Teams of 6-7 Employees each (Green Belt Team) to Address top 3 Priority Projects

Required Approximately 4 months (4 Class Days)

Certified All Team Members as Green Belts upon Project Completion

Phase 1…Highly Successful!!!

Current Training CurriculumLean Six Sigma Belt Levels(and Requirements)

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Yellow Belt (1 Day Training)

Green Belt (4 Days Training + Project)

Black Belt

GB Team Leader

Green Belt

Yellow Belt

Highlights of Yellow Belt Class

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Introduction of Lean Six Sigma concepts “DMAIC” problem-solving

Histogram, Pareto diagrams, root causes and brainstorming

Develop basic performance improvement skills and understanding

Provided by internal staff from Office of Management and Budget and Human Resources Department

Black Belt

GB Team Leader

Green Belt

Yellow Belt

Highlights of Green Belt Class

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Led by external consultant Three teams work on real issues identified by County

Cost-benefit analysis used to justify training cost

Apply tools (e.g. DMAIC) to real case

Introduces Lean concepts

Black Belt

GB Team Leader

Green Belt

Yellow Belt

Highlights of Green Belt Team Leader and Black Belt Classes

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Also led by external consultant GB Team Leader (4 Days Training + Lead Project)

Black Belt (9 Days Training + Lead Project + Test)

Material expanded to cover advanced performance improvement tools and methods

Team Leader training requires team development and active project management

Black Belt training reserved for staff whose job centers on performance improvement

Black Belt

GB Team Leader

Green Belt

Yellow Belt

Lean Six Sigma Success Stories

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Reduce waste transfer costs

Issue property tax refunds more timely

Improve fleet maintenance

Reduce the amount of time needed to vote

Accelerate deployment of police vehicles

Many Projects at http://www.miamidade.gov/performance/projects.asp

Recap of the Current Lean Six Sigma Belt Levels

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Over 650 Certified Yellow Belt

Green Belt

Black Belt

Green Belt Team Leader

117 Certified

12 Certified

6 Certified

Lean Six Sigma (LSS) Training Timeline

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Miami-Dade County initiated Lean Six Sigma training in July 2012.

COUNTER AS OF SEPTEMBER 30, 2015

655 117

Expanding the Curriculum

Maintain learning momentum for Yellow and Green Belts

Use discrete two hour or ½-day modules

A-la-carte approach

Identify possible leaders for the organization

Training to be delivered by internal Black Belts

Keeps their skills fresh

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Module Topics covered

1 Voice Of Customer Quality elements, SIPOC, customer requirements matrix

2 Outcome Indicators Indicator identification, types of line graphs, target setting

3 Surveys Design of satisfaction surveys & sampling

4 Data Set-up Spreadsheet design and data collection forms

5 Flowcharts Hands-on flowcharts construction, qualitative analysis

6 Root Cause Simple root cause, sources of all root causes

7 Creative Thinking Various creative thinking techniques

8 Process Management Workplace process control systems

9 Lean Tools #1 5S's; 7+1 wastes; value stream maps; Kaizen events

10 Project Set-up Project charter, prioritization matrix; situation appraisal

11 Decision Analysis 7-Step Decision Analysis; Fleet example

12 Risk Reduction Failure Mode and Effects Analysis

13 Lean Tools #2 Dashboard indicators and more tools

14 Process Control Control charts and process stability

Planned Curriculum

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Future Lean Six Sigma Belt Levels

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NEW LEVEL: Orange Belt Training

NEW LEVEL: Blue Belt Training

(Formerly GBTL)

Our Updated Roadmap…

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1998

Perf Meas & Bus. Plans

First County Strategic

Plan

2012

2008

2006

2003

Sterling Challenge

Scorecards &Bus. Reviews

Updated Strategic

Plan

Charter Member of

FBC

2004

Governing for Results Legislation

2005

Green Belt

YellowBelt

2013

Black Belt

2014

Orange &Blue Belt Training

2015

Miami-Dade County Lean Six Sigma Website:

http://www.miamidade.gov/performance/

Questions and Answers

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