Goal Setting and Productivity Management Diana Muzquiz Acting Revenue Collection Manager City of San Diego

GOAL SETTING

Revenue versus Productivity How do you establish your revenue goals? Are there different layers of goals within your organization? Can you establish productivity goals? What are your best tools for managing productivity? What about “self” productivity management for the collectors?

Establishing Revenue Goals Annual department goal Individual collector goals – Minimum expectation (realistic) – Collector Goal (challenging) Team goals – Based on number of collectors

Annual Department Goal What is the revenue expectation for your department/program?

Annual Revenue Goal FY09

Annual Revenue Goal FY10

Individual Collector Goal Does the position generate revenue? –Identify how much additional revenue per collector per Fiscal Year (ex: $360,000) –Divide that amount by 12 months which equates to a minimum monthly expectation per collector (ex: $30,000) –Increase the minimum by an additional amount per month to establish the monthly goal per collector. (ex: $10,000 increase = $40,000 monthly goal)

Monthly Collection Minimum and Goals Collector 1 Minimum$36,445 Collector 1 Goal$45,803 Piranha Team Goal$278,263 Ferrari Team Goal$278,263 Viper Team Goal$186,658 Legal Total Goal$145,780 Customer Service Total Goal$197,000 Subtotal Team and Legal$1,085,963 Other$168,928 Office Goal$1,254,890

Daily Collections by Group Collection Group 03/29/1003/30/10 Total- MarchAverage Piranhas $7,135$2,530$59,832$2,720 Collector 102 $889$0$27,959$1,271 Collector 103 $17,737$172$71,259$3,239 Collector 104 $2,890$344$51,294$2,332 Vacant $604($1,944)$325$15 Collector 107 $2,703$740$71,737$3,261 Collector 108 $1,192$0$39,785$1,808 Piranhas Total $33,150$1,842$321,866$2,092

Team Goals Promotes competition NameGoal % Goal ($) Piranhas115.7% $278,263 Ferraris120.7%In the Lead!!!$278,263 Vipers110.5% $186,658 Legal60.9% $145,780 Customer Service193.6% $197,000

PRODUCTIVITY MANAGEMENT

Can you set goals to manage productivity? Identify areas to measure productivity/performance – Number of accounts worked Disposition of accounts – Number of lawsuit referrals Daily/weekly/monthly – Calls handled

Productivity Reports (daily/monthly) Real time monitoring of phone calls Collector access to certain menus/programs to check daily productivity

Make sure you have good controls in place to measure productivity – Well thought out performance plans and goals Collectors are very competitive and respond better to individual goals than team goals (balance the two)

Celebrate your success – Rewards and Recognition Program Annual “All Hands” meeting – Collector recognition – Team recognition – Support Staff

QUESTIONS? THANK YOU