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

?

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

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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

1

2

3

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-

-

09.10.03 Reichert 13

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!