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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