PHP E15 - Combining Processes and Technology to Drive Consistency and Results Across Multiple Sites

In this episode of The Pulse of High Performance Seth Davies and Paul Campbell welcomed Ken Burton, Tax Collector of Manatee County, Florida. 

With nearly 20 years of experience using process-based leadership, Ken has redefined public service through innovative strategies that focus on accountability, efficiency, and consistency. 

His leadership highlights the transformative power of clear metrics and structured processes in achieving excellence.

• Structured Leadership for Continuous Improvement:

Ken’s introduction to process-based leadership began at the Florida Sterling Conference, where he adopted balanced scorecards and implemented Visuant (formerly known under another name) in 2007. 

By integrating metrics and action plans into daily operations, his office won the prestigious Florida Sterling Award in 2011, marking a milestone in their improvement journey.

• Data-Driven Insights for Results:

Metrics are at the core of Ken’s operational strategy. Visible at all organizational levels, they enable proactive problem-solving and trend identification. 

Metrics like wait times are critical to customer satisfaction, and Ken’s focus on efficiency has earned his office a 4.6-star Google rating.

• Consistency Across Locations:

With five locations serving over 1,300 daily visitors, consistency is vital. 

Standardized processes ensure that every customer experiences the same level of service regardless of location. 

Tools like Visuant streamline operations, making it easier to compare performance and share best practices across offices.

• Fostering Accountability and Engagement:

Weekly and monthly meetings, supported by Visuant, provide platforms for transparency and communication. 

Team members rotate roles, encouraging leadership development. 

Clear action items and decision logs ensure follow-through, creating a culture of accountability and high engagement.

• Adaptation and Innovation During COVID-19:

The pandemic forced the office to adopt an appointment-only system, initially for safety reasons. 

This adaptation proved so effective in reducing wait times and improving customer service that it remains in place today.

• Non-Negotiables for Excellence:

Ken’s leadership is guided by non-negotiable processes. 

From senior leaders to frontline staff, these clear expectations ensure alignment across the organization. 

Consistency in daily operations drives high performance and builds trust with both employees and customers.

Ken Burton's leadership highlights the importance of structure, data, and culture in delivering exceptional public service. 

By adopting process-based leadership and fostering a culture of accountability, Ken has set a benchmark for operational excellence.

Join Competitive Solutions Leaders as they delve into the core of high-performing organizations on The Pulse of High Performance.

This show is sponsored by Visuant, your partner in driving operational excellence through data-driven insights.

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