Managing to meet performance expectations Mike Miller Tax Chief, Unemployment Insurance (801) 526-9410 mlmiller@utah.gov

Managing to meet performance expectations Federal expectations… ETA 581 TPS ETA 227 ETA 2112 ETA 191 ETA 204 ETA 205

Managing to meet performance expectations State expectations… …A 25% improvement in state government performance by January 2017.

Managing to meet performance expectations Our own expectations… …Timely and accurate deposits, …increase Blue Light

Is our story is your story? Managing to meet performance expectations Is our story is your story? Federal expectations State expectations Our own expectations

Public Sector Challenges Managing to meet performance expectations Public Sector Challenges

Managing to meet performance expectations What is the goal?

Managing to meet performance expectations We responded by integrating Theory of Constraints, Lean, and Six Sigma.   Theory of Constraints Lean Six Sigma Purpose Identifies and manages constraint (control point) Identifies and removes waste reduces variation Focus System Constraint (increasing system output through the constraint) Flow (creating smooth process flow) Problem (decreasing rework and reducing variation) Application Guidelines Five Focusing Steps 1. Identify constraint 2. Exploit/Optimize constraint 3. Subordinate processes to the constraint 4. Elevate constraint 5. Repeat Value Steps 1. Specify value 2. Identify value stream 3. Improve Flow 4. Increase Pull 5. Achieve Perfection 6. Replicate DMAIC 1. Define 2. Measure 3. Analyze 4. Improve 5. Control

Managing to meet performance expectations How did we operationalize Lean, Six Sigma, and Theory of Constraints (TOC)?

Managing to meet performance expectations What good looks like.

…tell me how you measure me, and I will tell you how I perform… Managing to meet performance expectations …tell me how you measure me, and I will tell you how I perform… The “hands-on” mediated approach to reemployment. We drove mediation up and costs went with it. What can we afford? We spent more than we received in funding. Our Wagner-Peyser funding was approximately 7.1 million dollars, yet we projected spending 15.1 million dollars. (We covered the gap by using Reed Act money and carry-over of Wagner-Peyser dollars from previous years. It is projected the Reed Act money and carry-over will dry up by 2014.)

Managing to meet performance expectations Cost of service Level of self-service Time

Doing things the way they have always been done. Managing to meet performance expectations Doing things the way they have always been done. A newly-wed husband noticed that every time his wife cooked a pot roast she would cut an inch off each end before putting it in the oven. When he asked why, she said “Because that’s how you are supposed to cook pot roast.” Unsatisfied with her answer he pushed until she admitted that she learned it from her mother. Waiting until a visit with his wife’s mother, the husband asked “Your daughter tells me you taught her to cook pot roast by first cutting an inch off each end?” to which the mother replied “Well of course, that’s how pot roast is cooked.” But the husband was not to be deterred, and after pressing his mother-in-law on the subject she finally admitted that she’d learned if from her mother.   This meant the husband had to ask the wife’s grandmother. When he finally got his chance he asked: “Your granddaughter’s mother told me you taught her to cut an inch off each end of a pot roast before cooking. She swore it was a requirement, but I’m dying to know why? Is there any sane reason to throw away two inches of perfectly good meat in order to cook a pot roast?” Laughing, the grandmother said “Oh, heaven’s no! You see in those days we were very poor and didn’t own much cookware. I cut the ends off the pot roast so it would fit in my only pan!”

Managing to meet performance expectations Up-to-date job description Observe and provide feedback Conduct appraisals Throughput rounds Return and reports Make it fun

Managing to meet performance expectations Mike Miller Tax Chief, Unemployment Insurance (801) 526-9206 mlmiller@utah.gov Mike Miller, UI Tax Chief mlmiller@utah.gov (801)-526-9410