- Topic:How to Implement TOC Principles and Tools in State Government and Achieve Great Results: Utah’s Story
- Speaker:Kristen Cox, USA
- Occupation:Executive Director, Governor’s Office of Management and Budget
- About speaker:A champion of continuous process improvement, Kristen Cox is Executive Director of the Governor’s Office of Management and Budget. Kristen’s success in
adapting TOC principles as the catalyst for improving government operations by simultaneously increasing quality and performance while maintaining or reducing costs have won the State of Utah national and international recognition. Her goal over the next four years: a 25 percent improvement in state government operations.
Prior to her current assignment, Kris served as the Executive Director of the Utah Department of Workforce Services (DWS) and as a member of the Governor’s Cabinet. While at DWS, Kristen oversaw more than 100 state and federally funded programs that, in Utah, are very closely integrated. Major programs and services include employment and training, temporary assistance, unemployment insurance, medical and food stamp eligibility, refugee, veterans, housing, and community development. Kristen is passionate in her efforts to ensure that taxpayer dollars are protected, government bureaucracy is eliminated wherever possible, payments and services are dispersed timely and accurately, and customers are treated with dignity and respect.
Prior to her return to Utah, Kristen served as the Secretary of the Maryland Department of Disabilities in the Cabinet of Governor Robert Ehrlich. The position included the distinction of being appointed as the head of the first cabinet-level Department of Disabilities in the nation—requiring Kristen to establish the agency from the ground up.
A former Department of Education appointee of President George W. Bush, Kristen has also held many positions with the National Federation of the Blind, including heading up its governmental affairs work in Washington, D.C. and serving as President of the National Federation of the Blind of Utah.
Kristen currently serves on several boards and commissions and has been awarded numerous honors, including being named in 2012 as one of Utah Business Magazine’s “30 Women to Watch” and the 2012 Days of 47 “Pioneers of Progress Award for Business and Enterprise.”
Kristen’s paradigm of constant improvement stands out. She has demonstrated impressive leadership and vision at the helm of one of Utah’s largest agencies, shouldering record caseloads while fostering employment and looking for ways to grow jobs. That is exactly the approach I want as we work with agency heads to streamline operations and ramp up performance management.
Under Cox’s leadership, the Department’s of Workforce Services (DWS) caseload grew by nearly 50 percent. By restructuring eligibility services operation into a single division, she saved DWS more than $20 million while improving quality. Through other efficiency measures, DWS has saved the state an additional $54 million.
Utah Business Magazine (May 2012)
Topic of the presentation
How to Implement TOC Principles and Tools in State Government and Achieve Great Results: Utah’s Story
The problem or challenge in state government is that federal and state funding resources are diminishing while customer demand for services is increasing.
The State of Utah plans to continue its tradition of excellence by setting the gold standard of government practices. We must ensure that scarce resources are allocated and managed in a way that will continuously bring more and more value to our stakeholders.
Governor Gary R. Herbert has set the target and charged his 24 Cabinet officials to improve government operations and services by 25% (a combination of quality, cost and throughput) over the next four years.
In her role as the Executive Director of the Governor’s Office of Management and Budget, Kris Cox is leading the charge and is working with every Cabinet member to ensure success in meeting the target.
- Kris Cox and Greg Gardner pioneered the implementation of TOC principles and tools three years ago at the Utah Department of Workforce Services (DWS).
- Based on that experience, they created the SUCCESS Framework—a tool to assist agencies in applying TOC and other operational excellence tools to state government. The process produced great results at DWS.
- Based on that success, Governor Herbert appointed Kris to head his Office of Management and Budget and to lead the charge for the 24 Cabinet agencies to achieve a 25% improvement in services and operations over the next four years.
- Kris recruited Greg to join her as a member of the team working to implement the SUCCESS Framework strategy across Utah state government.
Overview of the SUCCESS Framework.
Introduction of Utah’s measurement criteria.
Introduction to the SUCCESS Management Information System (SMIS).
Utah’s use of additional tools to assist agencies achieve great results including:
• Strategic and operational measurements
• Maximize control point capacity
…………………………………..• Mistake proofing
…………………………………..• Policy synchronization
Utah’s progress to anchor the budgeting process to performance.
Status of implementing the SUCCESS Framework across Utah’s 24 Cabinet agencies.
Benefits to the Audience
Real world application of TOC principles and tools in state government.
o Tools and systems that can be adapted for use in other international government agencies.
Exposure to the bottom-line results that are occurring by using these tools.