09.10.03Reichert1 „ Der Bürger als Kunde “ ISO 9001 – 2000 Management System Stadtverwaltung...
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Transcript of 09.10.03Reichert1 „ Der Bürger als Kunde “ ISO 9001 – 2000 Management System Stadtverwaltung...
09.10.03 Reichert 1
„ Der Bürger als Kunde “ISO 9001 – 2000 Management System
Stadtverwaltung
Korneuburg
Peter Reichert
09.10.03 Reichert 2
Basic Reform Problems
• Bureaucracies do not know how to manage Money
• Bureaucracies use Resources unwisely
• Bureaucracies dislike Innovation, are self-sufficient and not Service-oriented
09.10.03 Reichert 3
Natural born Bureaucracy
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09.10.03 Reichert 4
Performance Goals
House of Quality
Leadership Support
Requirement Satisfaction
Improvement
CITIZENCITIZEN
09.10.03 Reichert 5
ORGANIZATION DEVELOPMENT
Telematik DatabaseTelematik Database
Telematik DatabaseTelematik Database
Teamwork Teamwork
Qu – ManagementQu – ManagementQu – ManagementQu – Management
Front- Office
QualityAvailability Service
CITIZEN INTERFACE
Information Capital
Organization Capital
Workforce Capital
09.10.03 Reichert 6
Gap Between Mission-Vision-Strategy and Employees’ Everyday Actions
MISSIONWhy we exist
VALUESWhat’s important to us
VISIONWhat we want to be
STRATEGYOur game plan
EMPOWERMENT / PERSONAL OBJECTIVESWhat I need to do
CONTINUAL IMPROVEMENTWhat we must improve
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09.10.03 Reichert 7
Links Vision and Strategy to Employees’ Everyday Actions
STRATEGIC INITIATIVESWhat are the priorities
MISSIONWhy we exist
VALUESWhat’s important to us
VISIONWhat we want to be
STRATEGYOur game plan
STRATEGIC OUTCOMES
SatisfiedPOLITICIANS
Delighted CITIZENS
Efficient and EffectivePROCEEDINGS
Motivated & PreparedWORKFORCE
EMPOWERMENT / PERSONAL OBJECTIVESWhat I need to do
CONTINUAL IMPROVEMENTWhat we must improve
09.10.03 Reichert 8
The Principles of a Strategy-Focused Administration
TRANSLATE TRANSLATE STRATEGYSTRATEGY
CONTINUAL CONTINUAL PROCESSPROCESS
ORGANIZATION ORGANIZATION ALIGNMENTALIGNMENT
EVERYONE’S EVERYONE’S JOBJOB
EXECUTIVE EXECUTIVE LEADERSHIPLEADERSHIP
• Political Contract• Executive Team Engaged• “New Way of Managing”• Accountable for Strategy• A Performance Culture
• Mission / Vision• Strategy Maps• Balanced Scorecard• Targets• Initiatives
• Linked to Budgeting• Linked to Pers.Mgmt• Management Meetings• Feedback System• Learning Process
• Corporate Role• Corporate -
development• Shared Services• External Partners
• Strategic Awareness• Goal Alignment• Linked Incentives
BSCISO 9000:2000
09.10.03 Reichert 9
Process MapKorneuburg
CITY PLANNING, CONSTRUCT
SERVICE
Registry office, graveyard
School, Kindergarten, Cultur
09.10.03 Reichert 10
BSCISO 9001:2000
Linkage to political Strategies
09.10.03 Reichert 11
Citizen ActiveCity planning
AvailableReal Estate
Realize Traffic Concept
LowTax Rates
Improve Service Quality
Promote local
Economy
Democracy&Participation
Financial MaintainSelf
Preservation
MaximizeBenefit/Cost
ExpandNon-CityFunding
Grow Tax Base
Community growth
Quality of Live
Efficient administra
tion
TrafficSolution
Economic Developm
ent
The Corporate Level Scorecard
Learning and Growth
Enhance Knowledge
Management Capabilities
Close Skills Gap
Achieve PositiveEmployee
Climate
Internal Process
StreamlineCitizen
Interactions
Improve Productivity
IncreasePositiveContacts
Secure Funding/Service
Partners
Promote Problem Solving
Increase Infrastructure
Capacity
Promote Business
Mix
City Administration Strategic Themes
Strategy: Five Themes
09.10.03 Reichert 12
Making Strategy as a Continual ProcessImbed the Strategy
in Ongoing Management
Processes
Integrate Strategy with Planning and
Budgeting
Introduce the New Reporting System
Conduct the New Management
Meeting
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Business as Usual(Continuous Improvement)
20022006
WOW!Planning Gap
Stretch Stretch TargetTarget
Leaders Inspire Organization to Set Stretch Targets
09.10.03 Reichert 14
Thank You for your patience!