Sunday, April 23, 2017

Aligning People and Process to Drive Performance

CRM, Business Process Management, Project Leadership. West Michigan. DPT
Wednesday, 23 March 2016 13:36

Introducing Diane Birtles!

 

I am very excited to be a part of the DPT team where so much of my education and experiences come together to better serve our customers. One could call my education and career path downright eclectic. With a technical background in computers and advanced degrees in intercultural studies and counseling one could wonder what common denominator they share: Each of them, at their core, are people and solution-focused. The same can be said about DPT. I am encouraged that DPT puts their focus on the customer and problem-solving first, and when necessary, using technology as part of the solution. Taking the time to listen to the clients’ issues and problems in order to thoughtfully resolve them is a key strength of the DPT team and one that attracted me to join them.

Diane Family Pic

As a Michigan native, I have lived in the Greater Grand Rapids area for over 25 years and thoroughly enjoy the variety the area offers. From great entertainment venues and restaurants to the many parks and hiking trails in the area, don’t be surprised if you spot me at a favourite restaurant catching up with friends or taking a walk at a local park with one of my canine roommates.  Filled with some of the most giving and gracious people, West Michigan is a great place to live and work. I am grateful for the opportunity to be part of a company that believes in building strong relationships with a focus on local companies.   

ParkPic

 

Read more about Diane in her bio, and find her on LinkedIn.

 

 

As a Michigan native, I have lived in the Greater Grand Rapids area for over 25 years and thoroughly enjoy the variety the area offers.  From great entertainment venues and restaurants to the many parks and hiking trails in the area. [Ma1] Don’t be surprised if you spot me at a favorite restaurant catching up with friends or taking a walk at a local park with one of my canine roommates[Ma2] .  Filled with some of the most giving and gracious people, West Michigan is a great place to live and work. I am grateful for the opportunity to be part of a company that believes in building strong relationships with a focus on local companies.


 [Ma1]This sentence is incomplete

 [Ma2]Maybe add their names in here?

Published in News

 

Want to leverage new technology in 2016 but can’t find the cash in your budget to make it happen? Whether its organizing all of your “siloed” databases, or better coordination of communication to all of your constituents, this is a common struggle for nonprofits. Fortunately, Kent County-based nonprofits have a great option to help.

How to get community funds to help nonprofits leverage new technology

DPT is proud to be an approved supplier for the Kent County Nonprofit Technical Assistance Fund (NPTA) to help nonprofits grow through constituent relationship management, streamlining processes, and project leadership. We have worked with many West Michigan nonprofits to help them serve more people, expand their outreach, and better manage all of their key relationships instead of just with donors. We do this by implementing the right strategies to help them gain efficiencies and become more effective at how they serve – click here to read more about our work with nonprofits.

What NPTA does

The NPTA is a collaborative program designed to address the need for capacity building and technical assistance among nonprofits in Kent County. Grants of up to $10,000 are available from the NPTA Fund to help pay for consulting services. It is expected that the improvements funded by the NPTA Fund will result in a higher level of capacity, which will, in turn, contribute to a higher, sustainable level of community service to residents of Kent County.

Who can apply

Nonprofits based in and serving Kent County with a budget between $50k-$2M that have been operating for a minimum of two years can apply to the NPTA fund. To see a more detailed list of eligibility requirements, please visit the NPTA website.

How it works

  1. Nonprofits define their scope of work and solicit two quotes/estimates from NPTA approved consultants
  2. Nonprofits apply to receive funds with a specific NPTA approved consultant and scope of work
  3. Applications are reviewed and approved quarterly, including options for full or partial funding

As an experienced nonprofit services provider we can assist you with leveraging technology to improve your performance and ultimately, further your mission. While we have many clients we can reference, click here to view video case studies from the Grand Rapids Community Foundation and Baxter Community Center.  We are also an approved NPTA vendor and can provide guidance for you regarding the NPTA process.

Whether you’d like to know more about how you can improve your nonprofit, or how to apply for a grant, contact us to get started.

 

Published in News

Whether your company delivers products or services, you undoubtedly need to measure your success. Most companies already have well-established vital metrics in place… profitability, employee retention rates, units sold, or utilization come to mind. An astute leader knows that such numbers can be gamed for a short while, maximizing one statistic at the expense of true success.

A lean six sigma consultant introduced me to “keep you honest” metrics. Defined more properly as secondary metrics, “keep you honest” metrics provide contextual data. The data should work in tandem with the primary statistic to provide assurance that numbers are telling an accurate story. I’ve heard many times that “numbers can lie and only fools follow them blindly.”

measure

What is it about secondary metrics that gives primary statistics their trustworthiness?

“Keep you honest” metrics must be calculable. Gut feel and experience is no substitute. Choose a statistic that can be calculated easily and seen by everyone. No one person should be responsible for performing a calculation or distributing it. Just as accountability is essential for employees to perform, simplicity and access are essential for creating primary and secondary metrics.

Click to Tweet: How to Create “Keep You Honest” Performance Metrics http://ctt.ec/8s1Rz+

Below is a blueprint for implementing excellent performance metrics including both primary and secondary:

  • Define several short, medium, and long term problems to solve or goals to achieve.  In the service industry, the problems are typically categorized by value, outcome, cost, and risk.
  • Determine the appropriate data needed to address the root cause, value, outcome, cost, or risk.  Consider improving how the data is captured, and capturing data in a way that makes it useful to determine the right response.
  • Ensure data is captured in an efficient and consistent way in the new process.
  • Establish goals and measure them for a set period of time before tweaking the process.
  • For each goal, figure out how such a statistic could be gamed to undermine the goal. Put in place a secondary measure to prevent abuse of performance indicators.
  • Use continuous data rather than attribute (pass or fail) measures to gauge effectiveness and control.
  • Measure results and identify predictors.

Remember that the objective for good primary and secondary metrics is to positively motivate the organization. Performance goals should be based on data that can be easily tracked in a system.

Performance metrics are a key part of DPT’s Business Process Management solutions. Like the sound of a well-oiled, smoothly running machine? Contact us to get specific examples of how your organization can use “Keep us Honest” metrics to measure and improve your business performance.

Published in News