1. Managing to meet performance expectations
Mike Miller
Tax Chief, Unemployment Insurance
(801)

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

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

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

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

6. Public Sector Challenges
Managing to meet performance expectations
Public Sector Challenges

7. Managing to meet performance expectations
What is the goal?

8. 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

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

10. Managing to meet performance expectations
What good looks like.

11. …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.)

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

13. 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!”

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

15. Managing to meet performance expectations
Mike Miller
Tax Chief, Unemployment Insurance
(801)
Mike Miller, UI Tax Chief
(801)