Innovative Corporate Performance Management E-Book

Bob Paladino

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 636

Veröffentlichungsjahr: 2010

Beschreibung

Award-winning strategies to drive game changing meaningful results during the most challenging economy in decades Drawing from executive and thought leader Bob Paladino's research and advisory experiences and collaboration with award-winning and high-performing organizations, this sequel his global best seller Innovative Corporate Performance Management: Five Key Principles to Accelerate Results provides a clear road map for executing enterprise strategy. * Reveals a proven implementation model that has accelerated breakthrough results * Shares over 40 new, innovative best practices common to Malcolm Baldrige, Balanced Scorecard Hall of Fame, Sterling quality, Fortune 100 Best, APQC, and Forbes award winners * Provides a CPM Process Blueprint and diagnostic to score your organization and establish a plan for your award winning performance * Offers a fresh approach to integrating proven methodologies proven by case companies that have been awarded over 100 awards * Includes key process maps, strategic planning frameworks, strategy maps, customer and competitor intelligence methods, balanced scorecards, comparative tables, project plans, testimonials, charts, graphs, and screen shots of CPM, CRM, BSC and KM systems All-new case studies and best practice research are included from world-renowned enterprises as well as insights from executives who have won the most globally recognized awards in business.

Leseprobe

Table of Contents

Praise

Title Page

Copyright Page

Dedication

Preface

My Continuing Promise

Acknowledgments

CHAPTER 1 - Introduction

What about the First Book?

Innovation and Accumulated Knowledge

CEO Study Reveals the “Change Gap”

Notes

CHAPTER 2 - Research and New Case Company Results

Awards, Honors, and Notable Performance Results

Note

CHAPTER 3 - Five Key Principles of CPM: Best Practices Model

CPM Core Process Blueprint and Key Roles

CPM Core Process Learning Model

CHAPTER 4 - Principle 1: Establish and Deploy a CPM Office and Officer

Manage CPM Centers of Excellence Process Example

Award-Winning Case Organizations: Meet the Innovators

Note

CHAPTER 5 - Principle 2: Refresh and Communicate Strategy

CPM Core Process Blueprint and Key Process Roles

Strategic Planning Process Example

Award-Winning Case Organizations: Meet the Innovators

CHAPTER 6 - Principle 3: Cascade and Manage Strategy

CPM Core Process Blueprint and Key Process Roles

Corporate Balanced Scorecard Process Example

CHAPTER 7 - Principle 4: Improve Performance

CPM Core Process Blueprint and Key Process Roles

Customer and Competitor Survey and Intelligence Process Example

CHAPTER 8 - Principle 5: Manage and Leverage Knowledge

CPM Core Process Blueprint and CPM Key Process Roles

Best Practice and Innovation Sharing Example

CHAPTER 9 - Five Key Principles: Self-Diagnostic and Corporate Performance ...

CPM Core Process Blueprint (Diagnostic 1)

CPM Core Best Practices Blueprint (Diagnostic 2)

Develop and Deploy Your Action Plan to Close the Gaps

Develop CPM Expertise with CPM “Step-by-Step” Masters Classes

Index

Praise for Innovative Corporate Performance Management

“This book further expands the Strategy Focused Organization/ Balanced Scorecard (SFO/BSC) methodologies of systematically operating and strategically growing an organization by utilizing a comprehensive Corporate Performance Management (CPM) process to continuously innovate any given business platform. The CPM process is “scientific” yet elevates strategy and results to a naturally evolving and innovative state.

Earlier in his career, I hired Bob as a consultant to help implement the SFO/BSC approach at Crown Castle International (NYSE:CCI) and have continued to utilize Bob’s considerable skills in two other business platforms (M7 Aerospace and Intercomp Global Services) which are both multinational companies. His insight and direction have been invaluable.”

—Ted B. Miller, Jr., President, 4M Investments, LLC

“Any executive looking for tangible strategies to improve their organizations results should read this book. Bob Paladino’s experience and knowledge provide a practical process to help you succeed in today’s challenging business environment.”

—Tara Shuert, Executive Director, The American Strategic Management Institute

“Read this book if you want a practical guide—based on real experience—to take your organization to higher levels of performance. This is the best book out there on CPM.”

—Carla O’Dell, President American Productivity & Quality Center (APQC)

“As the economy recovers from the Great Recession, the ‘new normal’ business environment requires that executive management rethink their organization’s business model and how it will “Bob’s follow-up book builds on the success from his previous best seller by providing excellent guidance on performance management based on extensive practical experience. Bob’s writing style provides an easy read to a complicated subject.”

—Todd Scaletta, Director Certified Management Accountants (CMA) Canada

“Bob Paladino has a wealth of experience and knowledge. He is very practical and his book reflects a practitioner who is a CPM expert. Read and apply the best practices and his insights to realize significant benefits at your company.”

—Bob Howard, Vice President HR, Koppers Industries

“CPM has literally transformed M7 from a start-up organization that was operating in business unit silos with limited communication amongst the management team into an integrated company with a full understanding of cause of effect across the entire organization. Aiding the management team in fully understanding and reviewing the key aspects of its business on a continual basis is essential for any high performance organization.”

—Kevin Brown, President and Chief Executive Officer, M7 Aerospace

“Paladino’s books outline how others have achieved corporate performance excellence by creating the office of CPM. We’ve learned how to grow competence within our company for applying strategic planning, balanced scorecards, KPI’s, innovation, Six sigma, benchmarking, Malcolm Baldrige, knowledge management and more by following the corporate performance management leadership process that company’s in Bob’s examples have perfected. Bob lays it all out in easy to read fascinating examples of company after company that created the office of CPM.”

—Jon Yarbrough, CEO, Video Gaming Technologies, Inc.; 2005 Ernst & Young National Entrepreneur of the year

“Bob’s teachings on CPM have become the cornerstones of how we communicate strategy and run the day-to-day business. His real world examples born from his relationships with top performing companies offer unique insight and guidance. This book brings Bob’s expertise directly to the reader in a way that should benefit any business leader today.”

—Michael Ramke, CEO of Intercomp Global Services

“When we recently launched an intensive CPM process throughout all of our global distribution centers, CPM (and Bob Paladino) was a tremendous reference for our leaders. Our biggest win after reading the book was addressing cross-functional cooperation. The book’s tips, methods and examples put our team on the same page for implementing what was a “new” process for many of our employees. Using the Five Key Principles of Corporate Performance Management, we were able to simplify our operations while delivering even greater value to our valued customers.”

—Greg Nickele, President and Chief Executive Officer, The Martin-Brower Company

“Our strategy management efforts in Lockheed Martin IS&GS-Civil are based on the simple yet powerful notion that when leaders engage employees in the organization’s strategy - performance will improve.”

—Josh Stalker, Sr. Manager, Lockheed Martin, IS&GS-Civil, Strategy Management

“The corporate performance review has encouraged the senior management team to take a long view. As an electric utility we have always been very adept in addressing immediate operational issues. By having performance measures that inform longer-term objectives, such as culture change, we are able to keep our focus on a sustained change initiative.”

—Gary Gates, President and CEO, Omaha Public Power District

“In the current business climate, the challenges presented to leaders are immense. Add in Health Care Reform dictating change, and the standard way of doing business is immediately obsolete. The need not only for change, but for rapid change is staggering. Bob’s approach to CPM and his ability to tailor it to an ever changing environment, along with navigating multiple industries, is what leads executives through the challenging times. Having worked with him in a variety of industries, he continually proves his ability to bring the required change and the associated success to businesses of all shapes and sizes, often where others have failed. Any executive who stared into the mirror this morning wondering how to steer their company through the financial, political and people changes that are more prevalent than ever, will benefit from “Innovative Corporate Performance Management.”

—Dev Warren, Director of Process Improvement, Blue Cross and Blue Shield of Montana

“Being accelerated change a constant for most organizations, Bob keeps bringing innovative approaches with plenty of examples on how top organizations have moved to make change work for them. This book will definitely be a help for those executives that have a good insight of the implications of change for their organization, but are seeking for solid approaches to manage innovation and change successfully.”

—Imelda Borunda Carrillo, Director, Tecnológico de Monterrey, ITESM

“Bob Paladino is in a special category of individuals who can explain the issues and benefits associated with corporate performance management. He not only draws on his deep experiences as an implementer, but he combines this with research of organizations that have been successful with deploying and integrating the suite of performance management methodologies. This book takes real-life experiences of organizations and synthesizes them into the key lessons and principles that others can follow.”

—Gary Cokins, author,Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics(Wiley)

“Corporate Performance Management has provided the City of Coral springs with a mechanism to improve our processes and thereby the results that we provide to our residents and business community.”

—Susan Grant, Director of Human Resources, City of Coral Springs

Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada.

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Library of Congress Cataloging-in-Publication Data:

Paladino, Bob, 1959-

Innovative corporate performance management: five key principles to accelerate results/Bob Paladino. p. cm.

Includes index.

ISBN 978-0-470-62773-0 (hardback); 978-0-470-91259-1 (ebk); 978-0-470-91260-7 (ebk); 978-0-470-91261-4 (ebk)

1. Organizational effectiveness. 2. Management. 3. Performance-Case studies. 4. Executives. I. Title.

HD58.9.P353 2010

658.4-dc22

2010021351

My Family

I dedicate this to my wife, Ellen, for her positive attitude, and to my children, for keeping me inspired.

Our Freedom

I am grateful for my freedom of speech and have enormous respect for those who have preserved it. “Be on your guard; stand firm in the faith; be men of courage; be strong.” 1 Corinthians 16:13

Consistent with my first book, I will continue to donate royalties to fund injured soldiers returning home and the United Flight 93 Tower of Voices Memorial near my home. It contains 40 wind chimes; sounds in the wind are a living memory of the 40 persons honored, many of whom’s last contact was through their voices. To express your appreciation, please go to www.honorflight93.org and www.saluteheroes.org, both IRS Section 501(c)(3) nonprofit organizations.

Principled Living

I believe in “Principled Living,” giving back to the community, and his firm tithes donations to numerous nonprofit organizations dedicated to educating, honoring, defending, and helping fellow Americans. “We live by faith, not by sight.” 2 Corinthians 5:7

Waste no more time talking about great souls and how they should be. Become one yourself!

—Marcus Aurelius Antoninus

Preface

What do award-winning companies know that eludes most of today’s executives? How do they organize and innovate to achieve outstanding results in their fields of endeavor? What core and innovative processes and best practices do they have in common to leverage in challenging times to succeed? How have they overcome what a recent CEO study calls the “Change Gap,” or the ability to innovate and change in a challenging market?

In good times, strengths and weaknesses of a business model are often overlooked. In bad times, as with the global recession, weaknesses often come to the forefront. Market forces and prolonged recession have caused organizations to rethink their business models and innovate through best practices. I was intrigued how several companies have thrived and innovated.

Since my first book, Five Key Principles of Corporate Performance Management , I have researched a new class of winning organizations.

The case companies in this book have amassed over 175 noteworthy awards. Research with brand-new award winners over the past two years revealed over 130 new, innovative corporate performance management (CPM) best practices for this book; hence I selected the title Innovative Corporate Performance Management: Five Key Principles to Accelerate Results.

As for the roadmap, Chapter 1 reveals survey results from over 1,000 global CEOs on their expectations for continued change and moreover their ability to manage change, the “Change Gap.” Chapter 2 includes case companies’ over 175 awards, honors, and notable performance results, essentially how they have thrived in the most challenging economic climate since the 1930s.

Chapter 3 contains the proven set of CPM processes we call the CPM process blueprint that captures how award-winning organizations earned their coveted awards and to help you establish your CPM capabilities. This chapter discusses CPM roles for each process and explores the 30-plus common core best practices exhibited by all 25 companies in both books. The over 130 new, innovative best practices are shared in Chapters 4 through 8, in each case for appropriate context and for better understanding.

Chapters 4 through 8 are each dedicated to one of the Five Key Principles of CPM. This approach will enable you to review a principle and actively learn how 11 award winners apply best practices to optimize it. For instance, if you consult Chapter 5, Principle 2: Refresh and Communicate Strategy, to learn about strategic planning, you would read 11 cases on how they deployed strategic planning including their unique best practices. Throughout the book you will also see key strategic frameworks, managerial models, strategy maps, balanced scorecards, process models, communications plans, quality improvement tools, screenshots, charts, graphs, and more. My hope is to accelerate your organization’s results.

Chapter 9 reviews CPM research resources to continue your journey and expand your knowledge base, and conduct a self-scoring diagnostic to conduct monthly, to trace your journey toward excellence.

This book encapsulates comparisons among and between numerous organizations that are thriving in spite of the most challenging economic conditions by almost every measure since the Great Depression. Award recipients therefore provide guidance to enable you to rapidly implement your strategy through integrated CPM efforts. In short, they have unselfishly shared their “Coca-Cola” formulas with you.

My Continuing Promise

This book provides practical executive and practitioner best practice examples on how to establish the new CPM office to manage strategy using integrated CPM processes. I am fortunate to have experienced hundreds of improvement programs and projects at Fortune 500 companies, government agencies, and nonprofit organizations over the past 20-plus years. I am glad to report that most were successful. In this book, I am not evangelizing theory but rather providing proven, real-world implementation insights from award-winning organizations.

Acknowledgments

This book could not have been possible without the special contributions from a number of organizations, clients, executives, and practitioners. More important than contributions to this book is the recognition they deserve for efforts to advance the field of corporate performance management, the results they helped achieve for their organizations, and their value-centric approach to performance.

APQC: Carla O’Dell, President; Cindy Hubert, Executive Director; the APQC team; and numerous member company research project participants.

ASMI: Tara Shuert, Executive Director, Amanda Ward, Brynn Bradbury, and the ASMI team.

Cargill Corn Milling (CCM): Nicole Reichert for co-authoring this case. Materials and content adapted from company documents.

City of Coral Springs: Susan Grant for her substantial contributions to this case; without her it would not have been possible.

Delta Dental of Kansas, Inc: Linda Brantner, President and CEO; and Amy Ellison, VP Human Resources for their substantial contributions to this case; without them it would not have been possible.

John Wiley & Sons: Sheck Cho, Executive Editor, and the Wiley publishing team.

Lockheed Martin, IS&GS: Ken Asbury, President, Lockheed Martin (LM) Information Systems & Global Services (IS&GS)-Civil, Ken Carlsen, Director, LM IS&GS-Civil, Strategy Management, Josh Stalker, Senior Manager, LM IS&GS-Civil, Strategy Management for their substantial contributions to this case; without them it would not have been possible. Josh Stalker deserves special mention for having provided the majority of the information for this case.

M7 Aerospace: Ted Miller (Chairman of the Board), Kevin Brown (President and Chief Executive Officer), Philip O’Connor (Vice President Human Resources & Organizational Development), Rebekkah Gurkin Marketing /Sales/Communications Graphics Design Specialist), Andy Plyler (Vice President Business Development), Todd Lazar (Vice President Quality Assurance), Emory (Buck) Kilgore (Vice President Manufacturing), Joseph F. Furnish (Vice President Engineering), Brian Dannewitz (Vice President Supply Chain Management & Spare Sales), Charles Miller (Vice President Government Business Development), Steven Leland (Vice President Government Programs), Mark Provost (Director, Engineering), Mark Weiler (Controller), and Peter Kastis (Manager Financial Planning and Corporate Development)

Mueller, Inc.: Mark Lack, Planning & Financial Analysis Manager, for his substantial contributions to this case; without him it would not have been possible.

NSTAR: Susan Johnson, Director Corporate Performance Management, and Kathryn Leonard, Communications Specialist, for her substantial contributions to this case; without her it would not have been possible.

OPPD: Deeno Boosalis, Manager Business Strategy, and Cherie Carlson, Manager Corporate Performance Management for their substantial contributions to this case, without which it would not have been possible. Tad Leeper, Manager Talent & Performance, provided knowledge and guidance on how corporate performance management ultimately motivates its employees on a personal level. He provided invaluable insights into the role of talent development and corporate culture in implementing corporate performance management.

Poudre Valley Health System: Pam Brock, Vice President, Marketing and Strategic Planning, for her substantial contributions to this case; without her it would not have been possible. Selected content adapted from company documents.

Public Service Electric and Gas (PSE&G): I acknowledge Joe Martucci, Performance Leader, for his co-authoring of the PSE&G case.

Sharp HealthCare (SHC): Nancy G. Pratt, RN, MS; Senior Vice President Clinical Effectiveness, for her substantial contributions to this case; without her it would not have been possible.

CHAPTER 1

Introduction

What do award-winning companies know that eludes many of today’s executives? How do they organize and innovate to achieve outstanding results in their fields of endeavor? What core and innovative processes and best practices do they have in common that they can leverage in challenging times to achieve success? How have they overcome what a recent CEO study calls the “change gap,” or the ability to innovate and change in a challenging market?

In good times, strengths and weaknesses of a business model are often overlooked. In bad times, as with the global recession, weaknesses often come to the forefront. Market forces and prolonged recession have caused organizations to rethink their business models and innovate through best practices. I was intrigued by how several companies have thrived and innovated, particularly in one of the worst recessions since the Great Depression. Leaders were kind enough to share their stories with me. Research in this book focuses on core best practices from my first book1 and on how award-winning organizations have developed dozens of new, innovative best practices not only to survive but also to lead their sectors.

That some should be rich shows that others may become rich, and, hence, is just encouragement to industry and enterprise.

—Abraham Lincoln

What about the First Book?

My first book, Five Key Principles of Corporate Performance Management, was published in January 2007 and to my surprise was the number 1 release on the largest global Web channels, Amazon and Barnes & Noble. For three years it has continued to be the number 1 corporate performance management (CPM) title (from over 2,500 titles globally). All royalties are donated to www.honorflight93.org to honor the families of Flight 93 and www.saluteamerica.org to assist wounded soldiers to rebuild their lives. Since this book builds on the first, I will share some of the strategic backdrop and research highlights from the first book that motivated its publication.

In 2001, I was fortunate to be invited by the CEO of Crown Castle International (a telecommunications company) to be the senior vice president of global performance (CPM office) and to form and deploy a new CPM office. Crown shortly thereafter experienced what is now referred to as the telecom meltdown. The economic backdrop and research showed conditions were very challenging, as demonstrated by the following:

• Kaplan and Norton, co-inventors of the Strategy Focused Organization and Balanced Scorecard, and my former employers and mentors, discovered that “9 out of 10 companies fail to implement their strategies” and that four barriers (vision, people, management, and resources) were responsible for these shortcomings.2

• Fortune magazine reported, “If making the Fortune 100 best lists is an enormous accomplishment, consider how tough it is to repeat the feat every single year. Just 22 companies have appeared on our list every year since its 1998 inception.” Between 1998 and 2004, the turnover of Fortune 500 companies has been staggering.3

• Booz Allen Hamilton’s study, “Why CEOs Fall: The Causes and Consequences of Turnover at the Top,” showed turnover among chief executives soared 53 percent between 1995 and 2001. The number of CEOs who left their jobs under pressure more than doubled during that period, and average CEO tenure plunged more than 23 percent, according to the study of 2,500 publicly traded companies.4

• Drake Beam Morn’s (DBM) study, “CEO Turnover and Job Security,” revealed that two-thirds of the world’s companies have changed CEOs at least once in the last five years.5

In response, my team and I relentlessly searched for methods and best practices from award-winning companies to share with the Crown organization to assist in improving our performance.

We researched, visited, and collaborated with over 40 award-winning organizations that encompassed all types of business models including government, quasi-government, publicly traded, privately owned, and nonprofit; and that participated in numerous sectors including aerospace, financial services, telecommunications, consumer products, utility, pharmaceutical, entertainment, communications, and high technology hardware and software.

This research revealed a common DNA consisting of 30+ CPM best practices that were grouped by the Five Key Principles:

Principle 1: Establish and deploy a CPM office and officer. Principle 2: Refresh and communicate strategy. Principle 3: Cascade and manage strategy. Principle 4: Improve performance. Principle 5: Manage and leverage knowledge.

The companies of the executives who generously shared their methods with us have earned an impressive roster of awards and honors, including the following:

• U.S. President’s Malcolm Baldrige National Quality Award (MBNQA)

• Kaplan and Norton Global Balanced Scorecard Hall of Fame Award

• Deming Quality Award

• American Productivity & Quality Center Best Practice Partner Award

• State Quality Awards (based on MBNQA criteria)

• Fortune’s “100 Best Companies to Work For”

• Several other honors and awards in each case

In truth, I was thrilled to direct Crown’s global improvement efforts with a very supportive and collegial executive team and employee base. The CPM best practices started to take hold, and Crown earned several notable, globally recognized awards and honors, including the following:

• The Wall Street Journal ranked Crown in the Top 20 Most Improved Companies in Shareholder Value (out of 4,000).

• The company’s share price appreciated from $1 to over $30 during my tenure.

• The company won the Balanced Scorecard Hall of Fame Award from Kaplan and Norton.

• The company won the American Productivity & Quality Center Best Practice Partner Award.

This was the beginning of the Five Key Principles model (shown in Exhibit 1.1) that has since been used by dozens of organizations to emulate the winners, with striking results. This model has been updated based on the results of new research.

Innovation and Accumulated Knowledge

Since the Crown experience and the publication of my first book, I was often asked if I would follow up on the initial book and continue the research. I became intrigued by how several companies led their sectors prior to and during one of the worst recessions since the Great Depression, and I decided to pursue further research on them for this sequel. The case companies have amassed over 175 distinguished awards and honors.

EXHIBIT 1.1 Five Key Principles of CPM

© Copyright 2007 Bob Paladino & Associates, LLC.

Innovation has been at the heart of our existence and advancement for centuries. Alchemists would argue that innovation is really our natural state. Exhibit 1.2 chronicles some innovations spanning 5,000 years for us to ponder and appreciate.6

To put a sharper point on our need to embrace and adapt to an increasingly innovative society, consider the following trends.

The U.S. Congress invented the U.S. patent system in 1790. In 1883, the U.S. Patent and Trademark Office processed only a few hundred patents. However, between 1977 and 2008, a deluge of 2,096,055 patents were filed.7 This is not a uniquely American experience, for every society has its way of expressing innovation or creativity.

Globally, the World Intellectual Property Organization reports the explosion of patents and ideas in its annual report. Consider that it took almost 100 years for Japan to reach a level of 150,000 patent filings per year, but only 20 more years to reach almost 450,000 patent filings per year. The rate of innovation is clearly accelerating. The United States, China, and Europe have all attained 150,000 or more filings per year.8

EXHIBIT 1.2 Innovation Highlights

BCInventions/Innovations3000Abacus invented by the Chinese2800The 12-month, 365-day calendar devised in Egypt1550Earliest surviving medical textbook written in Egypt700First purpose-made sundials appear650Standardized coins used by Greece400The catapult, the first artillery weapon, is invented by Greece312Work begins on the Appian Way, the first great Roman road210Archimedes, the Greek scientist, invents the Archimedean screwADInventions/Innovations (Inventor)1440Printing Press (Johannes Gutenberg)1494Double Entry Accounting (Friar Luca Pacioli)1642Adding Machine (Blaise Pascal)1668Reflecting Telescope (Isaac Newton)1673Microbiology (Anton van Leeuwenhoek)1742Franklin Stove (Benjamin Franklin)1760Bifocal Glasses (Benjamin Franklin)1793Cotton Gin (Eli Whitney)1800Electric Battery (Alessandro Volta), Volts, Voltage so named1824Braille (Louis Braille)1836Colt Revolver (Samuel Colt)1867Baby Formula (Henri Nestle’)1869Air Brake (George Westinghouse)1889Automobile (Karl Benz) later Mercedes Benz1895Wireless Telegraph (Guglielmo Marconi)1903Airplane (Wright Brothers)1942Nuclear Reaction (Enrico Fermi)1947Instant Photography (Edwin Land), the Polaroid Land Camera1976Personal Computer (Steve Jobs and Steve Wozniak)1998Google (Sergey Brin and Larry Page)

Failing to understand and embrace change and innovation can be costly. Did you know the following companies were removed from the S&P 500 index during this past decade?9 What happened? They failed to innovate on one level or another.

Anheuser Busch AT&T Corp. Bear Stearns Cos. Seagram Co. Alcan, Inc. BellSouth Corp. Circuit City Countrywide Financial COMPAQ Dow Jones & Co. Enron Corp. Global Crossing Lehman Brothers Lucent Technologies Merrill Lynch Maytag Nortel Networks Bank One Reebok International Adolph Coors Co. Rohm & Haas Co. Schering-Plough Corp. Times Mirror Unicol Corp. Wachovia Corp. WorldCom Inc. Wyeth

CEO Study Reveals the “Change Gap”

One of the most comprehensive CEO global surveys by IBM10 in late 2009, which studied over 1,000 leaders of the largest global enterprises in Europe (403), North and South America (358), and Asia (359), revealed the following astounding insights:

• Organizations are bombarded by change, and many are struggling to keep up.

• Eight out of ten CEOs see significant change ahead, and yet the gap between expected change and the ability to manage it has almost tripled since the prior year’s CEO study.

• CEOs view more demanding customers not as a threat, but as an opportunity to differentiate. CEOs are spending more to attract and retain increasingly prosperous, informed, and socially aware customers.

• Nearly all CEOs are adapting their business models; two-thirds are implementing extensive innovations.

• More than 40 percent are changing their enterprise models to be more collaborative.

In the 2006 CEO survey, 57 percent of CEOs felt their companies changed successfully, yet 65 percent of CEOs felt change would continue, a change gap of 8 percent.

In the 2009 CEO survey, 61 percent of CEOs felt their companies changed successfully, yet 83 percent of CEOs felt change would continue, a change gap of 22 percent.

More astonishingly, the change gap expanded from 8 percent to 22 percent, an increase of 275 percent in just three years.

Also, while the number of companies that successfully manage change has increased slightly, the number reporting limited or no success has risen by 60 percent. So what is causing this growing gap? Constant change is certainly not new. But companies are struggling with its accelerating pace. Everything around them seems to be changing faster than they can.

I thank the 11 leadership teams for generously sharing the innovative CPM journeys of their award-winning companies, which have defied the odds and thrived in these challenging times. My hope is that you as a reader will gain key insights, leverage these CPM best practices to accelerate results, and realize your full potential.

Notes

1 Bob Paladino, Five Key Principles of Corporate Performance Management (Hoboken, NJ: John Wiley & Sons, 2007).

2 Paladino, Five Key Principles, 11.

3 “Blue Ribbon Companies 2004,” www.fortune.com (accessed November 4, 2005).

4 Paladino, Five Key Principles, 12.

5 Robert Grossman, “Forging a Partnership Executive Turnover,” HR Magazine, April 2003, 16.

6 “Great Idea Finder Innovation Timeline,” www.ideafinder.com (accessed December 28, 2009).

7 U.S. Patent and Trademark Office, March 2009, 7.

8 World Intellectual Property Organization, World Patent Report: A Statistical Review, 2008.

9 Andrew Garcia Phillips and Carolyn Cui, “Companies Removed from the S&P 500 This Decade,” Wall Street Journal, R4.

10 IBM Institute for Business Value, CEO Enterprise of the Future, IBM Global Services, 2008.

CHAPTER 2

Research and New Case Company Results

In this chapter we review in-depth cases and best practices of CPM from companies that have received awards and honors and achieved notable performance results. These companies have earned over 175 awards. Chapter 3 contains Principles 1-5, the proven set of CPM processes leveraged by award-winning organizations to earn their coveted awards that will help you establish your CPM capabilities. Chapters 4 through 8 contain the comprehensive cases and all core and innovative best practices.

Research for my first book identified the following award-winning organizations, spanning government, commercial, and nonprofit models across multiple sectors, that were kind enough to share their stories and best practices. Their awards include:

• U.S. President’s Malcolm Baldrige National Quality Award (MBNQA)

• Kaplan and Norton Global Balanced Scorecard Hall of Fame Award

• Deming Quality Award

• American Productivity & Quality Center (APQC) Best Practice Partner Award

• State Quality Awards (based on MBNQA criteria)

• Wall Street Journal’s “Top 20 Most Improved Companies in Shareholder Value”

• Fortune’s “100 Best Companies to Work For”

• Several other honors and awards in each case

This book’s Winners’ Circle includes:

• Cargill Corn Milling (CCM)

• City of Coral Springs1

• Delta Dental of Kansas, Inc.

• Lockheed Martin IS&GS

• M7 Aerospace

• Mueller, Inc.

• NSTAR

• Omaha Public Power District

• Poudre Valley Health System

• Public Service Electric and Gas (PSE&G)

• Sharp HealthCare

These organizations and their business units are leaders in their sectors and have many recognized areas of expertise:

• Aerospace (design, engineering, manufacturing, maintenance, repair, and overhaul)

• Agricultural (food, feed, and fermentation)

• Aviation (fixed and rotary wing, unmanned and manned aerial vehicles)

• City management (fire, police, public education, parks, public safety)

• Consumer products

• Customer service

• Defense and national security (U.S. Army, Navy, and Air Force; Department of Homeland Security, FBI, CIA)

• Education

• Energy production (fossil, wind, solar, gas, nuclear), transmission, and distribution

• Engineering (electrical, chemical, bio, mechanical, nuclear, aviation, civil)

• Government

• Green products and services

• Health care (providers, professional medical disciplines, insurers, services)

• Hospital and health networks

• Industrial products

• Insurance products and services

• Information technology (software, systems integration, hardware)

• Maintenance and reliability

• Manufacturing (discrete and continuous process)

• Municipal corporation (fire, police, public education, parks, public safety)

• Professional services

• Retail stores

• Steel, alloy, and composite design, fabrication, and construction

• Supply chain management and distribution

• Wholesale and distribution

Awards, Honors, and Notable Performance Results

The following sections describe case companies’ awards and honors and their notable performance results in what was again the most trying of economic times since the 1930s. The case companies have amassed over 175 awards and honors (or medals). They are multiple award winners, serial success stories. Any one of the following awards would be notable, but these organizations have won scores of awards and honors. This research reinforces the saying, “Winners win.”

Cargill Corn Milling (CCM)

AWARDS AND HONORS

• Malcolm Baldrige National Quality Award (MBNQA).

• CCM received Cargill’s highest recognition, the Chairman’s Award for Business Excellence (three times).

• CCM’s Wahpeton, North Dakota plant was selected as an IndustryWeek Best Plant in 2007 based on comprehensive excellence in all metrics.

• Coors Brewing Company Supplier of the Year.

• Frito-Lay Supplier of the Year.

• H.J. Heinz Supplier of the Year.

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS

• CCM has an innovative culture focused on both incremental improvement and creating distinctive customer value. Two metrics, the Idea Ratio (ideas per employee) and dollar savings from innovative ideas, support the CCM value of “Be Innovative.” Over the last three years CCM has saved over $15 million from innovative ideas generated from its Ideas to Innovation (i2i) system. Discussions with Cargill’s flour milling business led to the goal of 0.5 idea per employee.

• CCM monitors an Innovation Index on its Employee Engagement Survey, a measure used to examine its innovation culture and environment and look at levels of creativity and risk taking. The Innovation Index is calculated using the responses to the following statements:

• My unique talents and views are maximized at work.

• I am encouraged to share ideas and carry out solutions.

• My business has a process to move ideas into action.

• We provide solutions that add unique value to Cargill and customers.

• CCM provides customers with over two dozen “implemented innovative solutions” every quarter.

• CCM Food, Feed, and Fermentation (3F) Teams work on product innovation.

• Food safety results are superior ratings of over 900 points, the highest level, for all five categories evaluated during audits for six consecutive years. Customers rely on and use the results of these audits in lieu of performing their own quality audits.

• Error-free deliveries by Food, Feed, and Fermentation market segments exceeded performance by a MBNQA recipient for the past four years.

• Complaints per shipment are better than four-sigma, at 0.2 percent for the past four years.

• Rejections per million shipments are comparable to IndustryWeek’s index of top ten best plants for four consecutive years.

• Employee engagement score has been in the Hewitt Best Employers 60 to 100 percent engagement score range for three consecutive years.

• Employee satisfaction score (employees that “Agree” or “Strongly Agree”) have been trending up for critical key engagement factors such as quality of work/life, work activities, advancement opportunities, effective communication, and development and growth activities.

• CCM achieved the Society of Maintenance and Reliability Professionals’ world-class level of Operational Reliability Effectiveness Rate, the ratio between actual production and commercial demand.

City of Coral Springs

AWARDS AND HONORS

2008-2009

• Malcolm Baldrige National Quality Award.

• Governor’s Sterling Award; a distinction that made Coral Springs the first municipality in the nation to win a state-sanctioned Malcolm Baldrige- based award.

• The city became the first organization to be a repeat winner of the Florida Governor’s Sterling Award.

• Long history of awards as shown next.

2007

• Tree City USA (12 consecutive years)

• GFOA Distinguished Budget Award (16 consecutive years)

• GFOA Achievement in Financial Reporting (27 consecutive years)

2006

• 100 Best Communities for Young People (2nd)

• Safest City Awards (10th in nation)

• Advanced Life Support Team (1st place)

• APQC Best Practice

• Money Magazine Best Places to Live

2005

• 100 Best Communities for Young People

• Safest City Awards (23rd in Nation)

• 50 Fabulous Places to Raise Your Family

• ICMA CPM Award

• FWCPOA Safety Award

• Sterling Team Showcase Award

• SFMA Team Showcase Award

• South Florida Chapter, American Society for Quality, Quality Practitioner of the Year—Chris Hefl in NATOA/Discovery Networks Excellence in Government Programming Awards—Best Overall Television Station

2004

• IACP Community Policing Award

• Florida City of Excellence

• ICMA CPM Certificate of Distinction

• FGCA Crystal Award (1st place) for Best Annual Report

• Florida Print Awards—Award of Excellence, “2003 State of the City Report”

2003

• Florida Governor’s Sterling Award (2nd)

• Legal Aid Services of Broward County “For the Public Good” Diversity Award

• Latin Chamber Estrellas Award—Leadership in the Hispanic Community

• NATOA/Discovery Networks Excellence in Government Programming Awards—Best Overall Television Station

• FGCA Crystal Award (1st place) for “Pediatric Drowning Prevention PSAs”

• National Recreation & Parks Association—Best Overall Communicator

• Digital Cities “Top 10” Best Website in the Nation (#2)

• National Private Industry Awards—Telly Award for Best Sports Video, Telly Classic Award for Best PSA, “Drowning Prevention,” and Telly Classic Award for Best Social Issues Programming, “Sex, Drugs & Alcohol”

2002

• Digital Cities “Top 10” Best Website in the Nation (#9)

• FRPA Media Excellence Award for Best Recreation Catalog (1st place)

2001

• Digital Cities “Top 10” Best Website in the Nation (#9)

• American Society of Landscape Architects’ Award of Excellence—Sandy Ridge Sanctuary

2000

• FGCA Crystal Award (1st Place) for Best External Publication (Citizen magazine)

• 3CMA/NLC Savvy Award (1st place) for Best Employee Training Publication for “Employee Guide to Benefits”

• AAA Bond Rating

1999

• National Performance Review “Best Practice” NUSA Neighborhood of the Year—Forest Hills

• National Safety Council Safe City of the Year

• #1 “Kid Friendly” city in Florida

1998

• Sterling Team Showcase Award

• 4th place National Quality Team Showcase

• SFMA Team Showcase Award

• Multi-Cultural Advisory Committee named “Promising Practice” by One America in the 21st Century—The President’s Initiative on Race

1997

• Florida Governor’s Sterling Award

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS

• On Residents’ Overall Quality Rating Key Intended Outcome (KIO), Coral Springs sustained its position as the benchmark in comparison to other peer group cities for overall quality for a decade. The city compared favorably with ICMA benchmark cities.

• Businesses’ Satisfaction with Overall Quality of Services rating was at or above peer group city ratings.

• Fractal response in eight minutes or less by the fire department for fire calls, which is at or above ICMA benchmark cities.

• Fractal response in eight minutes or less by the fire department for EMS calls. Coral Springs is performing better than other ICMA benchmark cities.

• In crime rate incidents per 100,000, Coral Springs’ crime rate is lowest in the state and the fourth lowest in the nation for cities with populations of 100,000-499,999. The city had the 10th lowest crime rate in the United States overall, in all categories.

• Eighty-nine percent of schools earned an A grade in comparison to 68 percent of schools in Broward County, Florida. A letter grade, A through F, is assigned to each school based on student performance on the Florida Comprehensive Assessment Test in reading, math, and writing.

• The Residents’ Value Rating (residents rate whether they feel their taxes are appropriate relative to the service level they receive from the city) held steady at over 70 percent for five years.

• The majority of residents (93 percent) are satisfied with the range of recreation programs offered by the city.

• Communicating effectively with customers is essential for building relationships and is a key driver of resident satisfaction.

• The majority (over 90 percent) of business representatives would recommend the city to others, indicating business loyalty and the potential for long-term relationships.

• Residents who have used Emergency Medical Services are satisfied with the service they received. Coral Springs is on par with ICMA benchmark cities that ask their residents the same question.

• Ninety-three percent of residents who have used the Fire Department are satisfied with the service they received.

• Over 90 percent of residents express satisfaction with park maintenance and appearance.

• For police response time, total average time from receipt of top-priority police telephone call to arrival on scene (in seconds), Coral Springs compares well to other ICMA benchmark cities.

• The city’s goal is to provide high service levels while maintaining a low millage rate. Coral Springs has the lowest millage rate in Broward County as compared to local cities of 70,000 population or more.

• On employee productivity (employees per 1,000 residents), as compared to other large cities within Broward County, as population has grown, this number has remained constant—reflecting sustained high productivity from continuous improvement efforts.

• Coral Springs has a very low employee turnover rate and it has been getting lower since 1996. City emphasis on employee satisfaction and well-being has influenced this result.

• A very high level of employee satisfaction has been sustained for over ten years. The majority of city employees “would recommend working for the city to a friend.”

• For sick leave per 1,000 hours worked, the low number is attributable to the city’s Wellness Program and incentives such as sick leave buy-back.

• For positions that do not require testing, Coral Springs’ recruitment cycle time is lower than for ICMA benchmark cities, at 15 days.

• Ninety-seven percent of residents’ feel safe in city parks during the day. A safe community is a key customer requirement.

• The number of residents who feel safe in their neighborhood after dark has risen in recent years, to 86 percent.

• On water accountability, the average amount of water lost per year is less than 5 percent—the difference between the quantity of water supplied to the city’s network and the metered quantity of water used by the customers has dropped steadily.

• On employees’ ratings of ethics and integrity, the majority of employees agreed with the statements: “Overall, I think my organization is highly ethical” and “The city’s commitment to integrity has been clearly communicated to all employees.”

Delta Dental of Kansas, Inc.

AWARDS AND HONORS

• Kansas Center for Performance Excellence presented the distinguished Kansas Excellence Award, the state’s top honor, awarded to organizations that have demonstrated the highest level of quality and organizational performance excellence

• Balanced Scorecard Hall of Fame Award, Kaplan and Norton

• Harvard Business School Hall of Fame Case

• Corporate Friend of Children Hall of Fame Award

• Wichita Business Journal, “Best in Business” for the company’s financial results, community involvement, and innovation

• Finalist in “Best Places to Work,” Wichita Business Journal

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS

• During the period 2001 through 2009 gross revenues increased 266.5 percent from $63,055,700 in annual revenues to $231,100,000 in annual revenues.

• Market share increased to 31 percent of the statewide market.

• During the period 2001 to 2009, its customer base, based on the total number of covered lives, grew by 184.6 percent from 299,972 enrollees to 853,774 enrollees.

• Overhead expenses as a percentage of annual revenues were reduced from 10.3 percent in 2001 to 7.8 percent as of December 31, 2009.

• Network growth: The percentage of Kansas dentists who participate in Delta Dental of Kansas grew from 79 percent in 2001 to 90 percent in 2009.

• Number of total employees rose from 59 in 2001 to 110 in 2009.

• Average speed to answer customer service calls was 6 seconds.

• Ninety-nine percent of telephone inquiries were resolved on the first call.

• Call abandonment rate was 1 percent.

• Call center survey cards showed 99 percent of callers were “satisfied” or “very satisfied.”

• More than 1,500,000 claims were processed during 2009.

• Auto adjudication rate of 70 percent was achieved.

• 99.95 percent of claims were processed within 15 days.

Lockheed Martin IS&GS

AWARDS AND HONORS

• Two Nunn-Perry Awards for the corporation’s participation on two teams in the Department of Defense (DoD) Mentor-Protégé Program (2009)

• James S. Cogswell Outstanding Industrial Security Achievement Award (2008 and 2009); Department of Defense Security Service

• Acterra Business Environmental Award for transportation and commuting (2009)

• Waste Reduction Awards Program (WRAP) award for outstanding waste reduction efforts (2009)

• Secretary of Labor’s New Freedom Initiative Award (2008)

• Large Business Prime Contractor of the Year (2008), NASA Johnson Space Center

• Balanced Scorecard Hall of Fame Award (2007), Kaplan and Norton

• IndustryWeek’s Best Plants in America Award (2007)

• Aviation Week & Space Technology Program Excellence Award (2006)

• Excellence Award for Best Use of Technology in a Shared Services Organization from the International Quality & Productivity Center (2006)

• Recipient of the First Beacon Award (2005) for celebrating diversity in the workforce, presented by the National Association of Women Business Owners

• Ranked #1 in Minority Engineer magazine’s “Top 10 Defense Contractors” (2005)

EXHIBIT 2.1 IS&GS Financial Results

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS Through the efforts of the Lockheed Martin Information Systems & Global Services (IS&GS) Mission Services organization emerged the new IS&GS-Civil product line, including a series of notable performance results from its use of CPM methods. From a financial perspective, Lockheed Martin reports several financial indicators at the business-area level (i.e., IS&GS) as shown in Exhibit 2.1. Additionally, several leading indicators made notable improvements that bode well for sustained and continued performance.

• Customer

• Winning key customer programs in a highly competitive market, especially in adjacent markets

• High award fee scores

• Process

• Improved leverage of lean and six sigma processes (e.g., LM21 Operating Excellence), 100 percent on plan

• Increasing focus on customer relationship management processes

• Improvement in staffing agility

• More than 50 percent of strategic actions, per Balanced Scorecard process, accomplished within six months

• Workforce

• More than 250 percent improvement in mentoring participation (i.e., mentors)

• Full spectrum leadership development and engagement; more than 85 percent of leaders with a formal plan

• More than 90 percent of employees and their leaders actively engaged in career development planning efforts

M7 Aerospace

AWARDS AND HONORS

2009

• Northrop Grumman World Class Team Supplier Award. For the third consecutive year M7 Aerospace won a supplier award from Northrop Grumman Corporation. M7 Aerospace was selected to receive a 2009 World Class Team Supplier award for its consistently demonstrated outstanding achievements and support of Northrop Grumman programs.

2008

• Excellence in Innovative Supply Management (EISM) Award. For the third year in a row M7 was one of just six companies to win this award, which is given annually to recognize and reward organizational excellence in the purchasing and supply management field. Awarded by the Southwest Forum and the Institute of Supply Management (ISM).

2007

• Northrop Grumman World Class Team Supplier Award.

• Excellence in Innovative Supply Management (EISM) Award.

2006

• Northrop Grumman Platinum Source Supplier Award. M7 Aerospace received a Platinum Source Supplier Award from Northrop Grumman Corporation in recognition of “sustained excellence as a supplier of quality products and on-time delivery to Northrop Grumman Integrated Systems.”

• Excellence in Innovative Supply Management (EISM) Award. yes

• The Boeing Company Supplier Quality Award. The Boeing Company honored M7 Aerospace for its manufacturing support of Boeing’s C-130 Avionics Modernization Program (AMP). Work performed by M7 includes fabricating sheet metal parts, building hydroform parts; painting and priming; and building cable assemblies and bending tubes for precise applications.

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS The following results, organized by Balanced Scorecard (BSC) financial, customer, process, and people perspectives, were sourced from the company’s set of BSCs for the most recent year. Since M7 Aerospace is privately held, several financial results are confidential and have been expressed as percentage results.

Financial and Customer (lagging indicators)

• Financial: M7 Aerospace has increased consolidated revenue by over 500 percent during the past five years.

• Financial: M7 Aerospace has increased consolidated EBITDA by over 1,000 percent in the past two years.

• Financial: C23 Business Unit maximized cash flow by reducing accounts receivable over 60 days past due from $140,000 to zero.

• Financial: Engineering Services Business Unit maximized cash flow by reducing accounts receivable over 60 days past due from $160,000 to zero.

• Customer: C23 Business Unit achieved customer-provided “Customer Performance Assessment Report” (CPAR) ratings of “very good” for most of the year.

• Customer: Engineering Services Business Unit achieved Boeing customer Best Rating for Quality for most of the year.

• Customer: Engineering Services Business Unit achieved Boeing customer Best on Schedule Rating for Quality for most of the year.

Process and People (leading indicators)

• Process/Productivity: Supply Chain Management BU response time to provide parts to C23 BU program was green, under 30 minutes for the entire year.

• Process/Productivity: Nonreimbursable overtime was under budget for the entire year.

• Process/Productivity: Government Business Development BU increased the number of new Programs Identified for Evaluation from four to 32 in one year, an increase of 800 percent.

• Process/Productivity: C26 Peru program inventory accuracy exceeded agreed target of 98 percent, a key customer requirement, for most of the year.

• Process/Productivity: Maintenance Repair and Overhaul (MRO) BU amount of backlog booked exceeded target for six consecutive months.

• Process/Productivity: MRO BU on-time delivery of services to internal customers or other M7 BUs was at or above target of 97 percent for the year.

• Process/Productivity: MRO BU on-time delivery of services to external (outside M7 family of BUs) customers was at or above target of 97 percent for the year.

• Process/Productivity: Parts/Spares BU secured more new customers than target for most of the year.

• Process/Productivity: Quality BU increased percentage of in-bound parts cleared in 24 hours from 78 percent to 90 percent.

• Process/Productivity: Finance Support Unit (SU) provided necessary business analytics within 12 days after month end consistently throughout the year.

• Process/Productivity: Contracts SU maintained all contract terms as current over 90 percent of the time for the entire year.

• Process/Productivity: Corporate Development SU provided timely quotes and modeling services over 95 percent of the time for the whole year.

• Process/Productivity: Corporate Development SU provided delivered Consolidated Scorecards on time 100 percent of the time all year.

• People: HR SU improved the selection and hiring process, and the percentage of employees successfully completing the hiring probationary period (30/60/90-day appraisals) increased to 90 percent.

• Information Technology: IT SU completed 100 percent of targeted training and certifications for the entire year.

• Representative lean six sigma team results: “Dock to Stock Span Time Reduction” project team successfully reduced work-in-progress from 206.1 jobs to 38.3 jobs, an 81 percent decrease, and reduced process lead time from 30 hours to 5.2 hours, an 82 percent decrease!

Mueller, Inc.

AWARDS AND HONORS

• Balanced Scorecard Hall of Fame Award, Kaplan and Norton

• Best Business Intelligence Solution, IBM Information on Demand

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS Gross revenue and return on assets (ROA) have always been the main outcome measures of Mueller’s president. It is President Davenport’s company, so the bottom line ends with him. These are the outcome measures that allow Mueller to grow as fast as the company can use retained earnings and without destroying its culture of small town values.

• Revenue grew 40 percent from 2003 to 2006.

• Return on assets grew 80 percent from 2003 to 2006.

• Financially the company has prospered, reaching annual revenue of approximately $250 million in 2008, a compound annual growth rate of 12.5 percent over the previous year.

NSTAR

AWARDS AND HONORS

• Ranked by the Boston Globe as a “Globe 100” Company.

• Named as one of the “100 Most Trustworthy Companies” by Forbes.com.

• Consistently named a “Tree Line USA Utility.”

• Gold-level LEED-certified headquarters.

• Listed in the Top 40 Charitable Contributors by the Boston Business Journal.

• Lead sponsor of the NSTAR Walk for Children’s Hospital Boston.

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS

• Met Wall Street expectations of earnings and dividend rate growth.

• Achieved total positive shareholder return of 5.6 percent for 2009. This marks NSTAR’s 13th consecutive year of positive total shareholder return, a record unmatched by any company in the S&P 500 and Fortune 1000.

• Worked effectively and in a leadership role in an evolving regulatory and energy environment.

• Improved customer satisfaction scores for the fourth consecutive year.

• Maintained top quartile operating performance.

• Significantly increased performance on key metrics over the past five years.

• NSTAR achieved many of the highest levels of performance in the industry as shown in Exhibit 2.2.

Omaha Public Power District (OPPD)

AWARDS AND HONORS

EXHIBIT 2.2 NSTAR Results

• “Highest in Customer Satisfaction among Midsize Utilities in the Midwest” in the J.D. Power and Associates Electric Utility Residential Customer Satisfaction Study, nine years in a row.

• Power Engineering Penn Well Corp. named OPPD’s 600-megawatt Nebraska City Station Unit 2 one of three finalists for the best coal-fired project of 2009 award.

• OPPD has been named the winner of the annual Young Professionals Choice Award, which recognizes an organization in the Greater Omaha community that excels in efforts to attract, retain, and develop young professionals.

• Employees of OPPD’s Fort Calhoun Station (FCS) have received the nuclear energy industry’s B. Ralph Sylvia Best of the Best Award, winning a competition with over 200 other nominees for the Top Industry Practice honor.

• Fort Calhoun achieved Top Quartile Institute Nuclear Power Operators Performance Index.

• Nuclear Energy Institute (NEI) reelected W. Gary Gates, president and CEO of the Omaha Public Power District, as vice chairman of the board.

• OPPD was named Tree Line USA Utility in 2009 (each year for the last five from APPA, National Arbor Day Foundation, and National Association of State Foresters).

• OPPD (FCS) won Best of Best Award from NEI in May 2009.

• Energy Star Leadership in House Award from U.S. EPA (2009).

• Gary Gates, chairman of the board (NEI) in 2009, Mutual of Omaha Board 2007, and president of the Omaha Chamber of Commerce (2010).

• Corporate Communications won Public Relations Society of America Award (2009).

• Named one of Greater Omaha’s Safest Companies by the National Safety Council, Greater Omaha Chapter (2008).

• OPPD (FCS) won Top Industry Practice Award from NEI in 2008.

• Top Ten of nation’s Top Alternative Fuel Vehicle Fleets 2007 (named by Automotive Fleet magazine, sponsored by Ford Motor Company).

HIGHLIGHTS, NOTABLE PERFORMANCE RESULTS The following results, organized by Performance Scorecard (PSC) financial, customer, process, and people perspectives, were sourced from the company’s set of PSCs for 2009; J.D. Power ratings span multiple years as noted.

Customer

• OPPD Overall Customer Satisfaction Index score of 694

• Components of OPPD Overall

• Corporate Citizenship score (627)

• Communications score (638)

• Billing and Payment score (759)

• Power, Quality, & Reliability score (760)

• Price (611)

• Customer Service (744)

• 95 percent Customer Satisfaction—Annual Large Customer Survey

• 91 percent Customer Satisfaction—After Call Surveys, Residential Segment

Financial

• AA Bond Rating—Standard & Poors.

• AA+ Bond Rating—Moody.

• Green Power Revenue exceeded target by 20 percent.

• Field Collection of delinquent accounts exceeded target by 56 percent.

• No monetary fines.

Process

• Number of retail customers with interruptions lasting more than four hours performed 33 percent under target.

• Reduction in number of circuits having momentaries greater than 14 exceeded the target by 27 percent.

• As a result of OPPD energy efficiency programs, Peak MW’s Reduced exceeded the targeted amount by 70.6 percent.

• Employees volunteered an average of 10.4 hours per person.

• Fort Calhoun Nuclear Power Station Institute Nuclear Power Operators (INPO) Fuel Reliability Indicator (quarter average) 8 points, green performance.

• Fort Calhoun Nuclear Power Station INPO Fuel Defects (quarter average) 2 points, green performance.

• Fort Calhoun Nuclear Power Station INPO Fuel Reliability.

Indicator, 12-Month Top Quartile

• Process Innovation Highlight: The OPPD research team devised a method to accurately assess the susceptibility of stainless steel and other alloys to stress corrosion cracking. Their research will make it possible to find tiny flaws in metal that can take 20 years to develop.

• Avoidance of unnecessary replacement of expensive components, saving $7 million since 1999

• Reduction in radiation exposure, cutting 10 to 50 person-rem of combined exposure to workers

• Improved safety and efficiency across the entire nuclear energy industry, if adopted by other utilities

People

• On the rate for employee days away from work, restricted time, or transfers (DART rate), performed 37.6 percent below the established target.

• Employee participation in Wellness Programs exceeded the target by 10.5 percent.

• Retention rate for the past three years for key groups (combined minority, female, young professionals, and graduates of the employee education plan) within the company was over 93 percent.

• Retention rate over the past three years for diverse hires within the company was 95 percent.

Poudre Valley Health System (PVHS)

AWARDS AND HONORS

• Malcolm Baldrige National Quality Award (2008). Poudre Valley Health System was the only health care organization to receive the nation’s top presidential award for organizational innovation and performance excellence in 2008. The award is recognition that the health system offers the nation’s highest level of performance excellence and patient care that is among the best in the world. Established by Congress, the award honored PVHS for achieving excellence in every aspect of its health care business, including clinical quality, customer service, and staff, physician, and volunteer service.

• Colorado Performance Excellence Peak Award (2004 and 2008). The Colorado Performance Excellence program (CPEx) presented Poudre Valley Health System with the state’s highest award for performance excellence. The health system is the first to receive the award since CPEx began reviewing the performance of Colorado organizations in 2001. The award recognizes excellence in the way PVHS approaches its business of health care and uses information, results, and customer feedback for making improvements.

• American Nurses Association Award for Outstanding Nursing Quality. In 2008, Poudre Valley Hospital was the first and only hospital in the nation to receive this American Nurses Association award. The ANA, which represents 2.9 million registered nurses, presented PVH with the award to recognize the hospital’s sustained excellence in nursing quality, as determined by the ANA’s National Database of Nursing Quality Indicators. PVH received the award again in 2009.

• Best Place to Work (2008 and 2009).Modern Healthcare named Poudre Valley Health System as one of America’s 100 Best Places to Work in health care. The award recognized that PVHS has successfully built workplace excellence and enabled employees to perform at their optimal level.

• Magnet Prize (2009). Poudre Valley Hospital’s Community Case Management Program received this national award from the American Nurses Credentialing Center and Cerner Corporation. The award recognizes innovative nursing programs and practices in hospitals that are designated as Magnet Hospitals for Nursing Excellence by the American Nurses Credentialing Center.

• 100 Top Hospitals Award (2001, 2004, 2005, 2007, and 2008). Thomson Healthcare, the nation’s leading independent company that tracks hospital performance, named Poudre Valley Hospital as one of the nation’s 100 top hospitals for superior clinical outcomes, patient safety, and operational and financial performance. PVH was the only hospital in the Rocky Mountain region to be named to the list for five consecutive years and the only hospital designated as a Magnet Hospital for Nursing Excellence during each year from 2004 to 2008. (Thomson Healthcare was known as Solucient prior to 2007.)

• HealthGrades. HealthGrades has recognized Poudre Valley Hospital with multiple awards for its clinical excellence. The awards, which represent the highest scoring of the nation’s full-service hospitals, include:

• Distinguished Hospital Award for Clinical Excellence (2006-2009)

• Distinguished Hospital Award for Patient Safety (2005-2009)

• Award for Outstanding Patient Experience (Poudre Valley Hospital and Medical Center of the Rockies for 2009/2010 and Poudre Valley Hospital for 2009)

• Women’s Health Excellence Award (Poudre Valley Hospital for 2009/2010)

• Specialty Excellence Award in Cardiac Care (Poudre Valley Hospital in 2009)

• Special Excellence Award in Coronary Intervention (Poudre Valley Hospital in 2009)

• Gastrointestinal Care Excellence Award (2007 and 2008)

• Joint Replacement Excellence Award (2007 and 2008)

• Orthopedic Surgery Excellence Award (2006-2009)

• Pulmonary Care Excellence Award (2007 and 2008)

• Stroke Care Excellence Award (2006-2009)

• Beacon Award for Critical Care Excellence (2008 and 2009). The American Association of Critical Care Nurses honored the Medical Center of the Rockies’ two intensive care units for following the best evidence-based practices used in the health care industry.

• 100 Most Wired and 25 Most Wireless Awards (2004-2008 for both awards; 2009 for the 100 Most Wired Award).Hospital & Health Networks