1. Donna Wies, Union Sanitary District Margaret Wyatt, City of San Diego

2.  Time  Speed  Temperature

3. TRADITIONAL CULTURE  Control behavior  Place blame  Follow rules  Meet deadlines  Avoid mistakes  Please the boss TRANSFORMATIONAL CULTURE  Encourage positive behavior  Focus attention  Clarify expectations  Align around goals  Support feedback and learning  Improve decision-making

4. Survey Results Who Participated?

5. Survey Results What Data Do We Collect?

6. Survey Results Who is involved?

7. Survey Results What are we afraid of?  Too time consuming or difficult 66%  Used to place blame 41%  Used to punish 32%  Other 67% Lack of: ▪ appropriate, meaningful measures ▪ monitoring tools and IT systems ▪ knowledge and skills ▪ a champion  If this many managers are afraid, how do you think the employees feel?

8. Survey Results What can we do about it?  Demonstrate results and benefits  Define and communicate goals  Involve employees  Focus on continuous improvement  Improve data management  Provide tools, technology and training  Value data-driven decision making

9. Sanitary Sewer Overflows per 100 Pipe Miles

10.  What to do  What NOT to do  Don’t over do  Success

11.  Balance communication with action Be aware of it Try it Believe in it Champion it

12.  Yes, it’s hard and takes time  Educate your Board/Council  Get yourself a Champion  No punishment

13.  Connect measures to the Strategic Plan  There are no perfect measures  Watch for good measures gone bad

14. Margaret Wyatt San Diego Metropolitan Wastewater Department MWyatt@sandiego.gov (619) 961-6696 Donna Wies Union Sanitary District Donna _ wies@unionsanitary.com (510) 477-7523 Presentation: http://www.unionsanitary.com/contactUs.htm http://www.unionsanitary.com/contactUs.htm

15. Transforming Performance Measurement By Dean R. Spitzer