October 4th, 2006 Denise Shields Shields Resource Group Monarch Beach, CA Creating a Child Support Dashboard

I. Learning the power of a Dashboard II. Learn how to identify key measures III. Learn how to develop a Dashboard IV. Learn how to utilize the Dashboard to it’s full potential Objectives Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard

Unit I. The Power of ADashboard Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard

Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard

Consider your personal life... if you were to list Dashboards for it, what would they be? Make a list 3 minutes Share with your neighbor3 minutes Exercise Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard

Personal Dashboard Measures: Health: Weight, Cholesterol, Blood Pressure Financial: Savings, Debt, Future Income Family: Time, Quality, Frequency Spiritual: Church, Meditation/Prayer Friends: Time, laughter, celebrations Career: Fulfillment, Reward, Rank Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard

Who is the healthiest? Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard Personal Measures Health: Age Weight (varies PP) 180  145  136  Cholesterol < Blood Pressure 130/90 120/80160/90 136/88 Larry Sue Mabel

Shields Resource Group. Solutions for Better Business Results. Period I. The Power of a Dashboard Balance is key….

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Unit II. Learn How to Identify Key Measures

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures Measurement is fact based Measurement eliminates guessing Measurement reduces emotions Measurement increases one’s influence

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Improvement can not be made without measure

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Common Problems with Most Measurement Systems Too much data All financial Lack of external comparison Measures driving wrong performance Lack of balance

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures Vary Hard: Production, IT downtime, cases pending Soft: Employee satisfaction, absenteeism, injury rates Leading: drivers such as future income, new leads, referral rate Lagging: Outcomes such as expenses, grades in school

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures A Dashboard should include: Link to Vision and Strategies Mix of key measures Goals, Actual Results, Benchmark Comparisons, Prior Year Results

Shields Resource Group. Solutions for Better Business Results. Period II Learn How to Identify Key Measures Personal Measures Mabel’s Health: Category and Goal: Weight ( 190 or under) Cholesterol < Blood Pressure 130/90 136/88 110/70 109/68 Year Prior Yr Comp

Shields Resource Group. Solutions for Better Business Results. Period II Learn How to Identify Key Measures Safety Measures Lineman Category and Goal: (based on 200 workers) Injuries (no lost days) 4030 (15%) 50 (25%) % Injuries (lost days) 1510 (5%) 20 (10%) Falls54 (.02%) 10 (5%) Deaths01 (.005%) 2 (.01%) Year Prior Year

Shields Resource Group. Solutions for Better Business Results. Period II Learn How to Identify Key Measures Safety Measures Lineman Category and Goal: (based on 200 workers) Injuries (no lost days) 4030 (15%) 50 (25%) 9 % Injuries (lost days) 1510 (5%) 20 (10%) 5 Falls54 (.02%) 10 (5%) 0 Deaths01 (.005%)2 (.01%) 0 Year Prior Year Comp

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures People (Customers and Employees) Processes Financial

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures Sample People (Customers and Employees) Customers Satisfaction (could be 3-5 key measures) Cases receiving support Employees Satisfaction Productivity Retention # Ideas submitted

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures Processes: Collections on arrears Cases receiving support Paternity established Custodial parent saying some child support is being paid Telephone hold times Wait time in office Number of outreach presentations

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures Financial: State Budget Performance to budget Expense control Grants

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures People Processes Financial

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Dashboard Measures To create measures that are meaningful, strategy is key

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures To create measures that are meaningful, strategy is key. Dashboard Measures To create measures that are meaningful, strategy is key. Strategy: To expand marketplace to China Measures: # sales appointments in China Actual Sales in China # and % of repeat orders in China

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures To create measures that are meaningful, strategy is key. Dashboard Measures To create measures that are meaningful, strategy is key. Strategy: To expand # of families using Child Support Services: Measures: # of Outreach presentations # of partnerships with local law enforcement and agencies Actual number of families using services

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Case Study….Bronco County Read the Case Study and work with your partner to develop 3 brief strategies that you think will help Bronco County solve it’s problems. You have 20 minutes to read the Case Study and make a list of strategies.

Shields Resource Group. Solutions for Better Business Results. Period 1I. Learn How to Identify Key Measures Bronco County Casestudy With your partner, choose one Strategy that is measurable. Identify at least one leading and lagging Dashboard measure to gauge the success of that strategy. List the measures in this example format: Strategy MeasureCurrent Goal Improve health Blood Pressure (leading) 150/90 130/80 Heart attack (lagging) 1 0

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard Unit III. Learn How to Develop Your Own Dashboard

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard Dashboard Measures You have identified a strategy and also a Dashboard Measure based on a Case Study. Congratulations…now it is time to move on to YOUR Dashboard.

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Measures What does a Dashboard look like anyway? Some are a simple excel spreadsheet Some are sophisticated software Some are management reports Some are displays for all to see ….There is no right or wrong way

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard What does a Dashboard look like anyway? Super Burger Dashboard Refer to Handout for Sample Dashboard

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard Super Burger Dashboard Working with your Partner... Review Dashboard and make a list of 3 lessons learned by the results presented on Super Burger’s Dashboard You have 10 minutes….

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard “YOUR” Organization Buckets: People, Processes and Financial Take each Bucket and make a list of strategies that would drive performance. Write down 2 strategies per bucket. Develop a list of at least 3 measures for each strategy. Remember leading and lagging measures should both be used.

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard “YOUR” Organization Example: Bucket One “Process”: Strategy One: Increase Cases Receiving Support to 50% Leading Measure: Percent of staff receiving training 100% Leading Measure: Compare our process to five other county’s that have a best practice reputation Lagging Measure: Increase the current statistic of 43% to 50% by yearend.

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard “YOUR” Organization You should end up with the following: Three buckets (People, Process, Financial) 8 strategies 24 measures

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Develop Your Own Dashboard Sample Format” Sample Dashboard for “YOUR” Organization Bucket One: People Strategy One Take 30 minutes !! Measure 1 Take 30 minutes !! Measure 2 Measure 3 Strategy Two Measure 1 Measure 2 Measure 3

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential Unit IV.Learn How to Utilize the Dashboard to it’s Full Potential

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential Guidelines for Development: Have leadership team read either:Have leadership team read either: The Balanced Scorecard, Kaplan & NortonThe Balanced Scorecard, Kaplan & Norton Keeping Score, Mark Graham BrownKeeping Score, Mark Graham Brown Verify or develop VisionVerify or develop Vision Verify or develop StrategiesVerify or develop Strategies Develop key metrics for DashboardDevelop key metrics for Dashboard Develop collection planDevelop collection plan Develop review/revision planDevelop review/revision plan Assign ownershipAssign ownership Communicate throughout organizationCommunicate throughout organization Begin Dashboard development at next levelBegin Dashboard development at next level

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential Guidelines for Development: This course is meant as an Introductory Course…This course is meant as an Introductory Course… Remember there are no perfect measures that may change as your strategy changes…Remember there are no perfect measures that may change as your strategy changes… Metrics should be added and dropped as necessaryMetrics should be added and dropped as necessary The Dashboard must be how the organization truly measures performanceThe Dashboard must be how the organization truly measures performance

Shields Resource Group. Solutions for Better Business Results. Period 1II. Learn How to Utilize the Dashboard to it’s Full Potential Good Luck!!