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Customer SatisfactionBalanced Scorecard
OBJECTIVE MEASURE TARGET INITIATIVE
To hit the Municipal Economic Enterprise
Income target
To provide quality public utilities/facilities/
Amenities or services
Collection
Efficiency
Rating
Market – 3M
Jan.-Jun –
1.5 M 0r
250,000/mo.
Other Eco. Enterp. – 2.3 M
Satisfactory
-Weekly Monitoring
-Massive Collection
-Scout more lessee
-Establish permanent
office
-deliver notices/billings
-Provide watchman
-Act on minor repair
-Maintain clean surroundings
-Facilitate water connection
COMPARATIVE MARKET COLLECTION
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,27
2,85
2
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 2009
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,27
2,85
2
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 20090
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 20090
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
2006 2007 2008 2009
COLLECTION Vs. SUBSIDY
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
2006 2007 2008 2009
Collection
SUBSIDY
MEEO COMPARATIVE ACCOMPLISHMENT REPORT
YEAR MARKET OTHER
Economic
Enterprises
TOTALS
2007 TARGET
Accomplishment
2008 TARGET
Accomplishment
2009 TARGET
Accomplishment
6,535,871.00
2,032,594.00
31 %
5,000,000.00
2,335,272.00
47 %
4,200,000.00
2,822,653.30
67 %
2,240,000.00
1,281,056.00
58 %
3,190,000.00
1,118,857.00
35 %
2,145,000.00
1,059,200.07
49 %
8,775,871.00
3,313,654.00
38 %
8,190,000.00
3,454,129.00
42 %
6,345,000.00
3,881,853.40
61 %
Customer SatisfactionDASHBOARD
INITIATIVE ACCOMPLISHMENTSProvide Watchman
Act on minor repairs
Maintain clean surroundings
Facilitate water connection
Assigned 3 watchmen on shifting schedule
Repaired water leakages & damaged pvc pipes
Daily scheduling of market maintenance
Monthly scheduling of roof cleaning
Facilitated 3 applicants for water service connection by requiring them zonal clearances and installation payment
Rated satisfactory for 13 respondents
2010 TARGETACCOUNT / ITEM TARGET ACCOMPLISHMENT
MARKET
EPF
HER
POST MORTEM
WATERWORKS
WHARF
PARKING FEE
TRADING
RENTALS OF GOV’T
FACILITIES
TOTALS
3,000,000
or 250,000/mo.
1,100,000
500,000
50,000
90,000
170,000
70,000
150,000
200,000
5,330,000
277,861.35
38,204.85
316,066.20 partial
PUBLIC MARKET Occupied Stalls
Stall/Section # of Stalls 2007 2008 2009
Closed Concession
Cafeteria
Carenderia
Fruit/Egg/CD
Vegetable
Dried Fish
Meat
Fish
2nd Floor
TOTAL
2010
26
11
14
33
47
29
43
46
open
space
249
26
11
8
6
22
10
5
4
5
97
25
11
10
14
35
16
14
11
4
140
26
11
12
16
35
16
14
12
4
146
4 NEW
OTHER SPACE LESSEE
OCCUPANTS/LESSEE # OF TAKERS
ALA CARTE VENDORS
NIGHT MARKET VENDORS
COMMERCIAL AREA
PARKING SPACE
7 FAMILIES
11 OCCUPANTS
7 LESSEE’S
2 Establishments
Financial Perspective Balanced Scorecard
Objective Measure Target Initiative
To enhance revenue
To account
Cost-benefit
analysis
Market Subsidy
activities
8% reduction annually
2/week
Accommodate
vendors
Scout lessee
Request Amendments
Serve as venue
Financial PerspectiveDASHBOARD
PERIOD ACTIVITIES HELD AT MARKET½ DAY
1 WEEK
½ DAY
½ DAY
Night time
½ DAY
1 DAY
½ DAY
½ DA
BOXING SA MERKADO
WEEKLONG ACTIVITIES
MOTORIZED/TRISIKAD MEETING
Market Vendors meeting
Friday & Saturday nite show
Nightly Activities
DBY Activities
Senior Citizens Affair
DAP Sector’s meeting
AVON Dealer’s Meeting
Internal ProcessBalanced Scorecard
Objective Measure Target Initiatives
To update records
To develop organizational
competence
To closely coordinate offices
Data
Function/
task
Concerns/
Reports received
100% updated
MEEO
personnel
LGU offices
1. Daily posting
2. Weekly monitoring
3. Monthly consolidation
4. Multi-tasking
5. 8/7 duty
6. reshuffling
7. Communicate concern offices
Internal Process-DASH BOARD INITIATIVE ACCOMPLISHMENTS
Daily Posting
Weekly Monitoring
Monthly Consolidation
Multi-tasking
8/7 duty
Reshuffling
-Establish individual recording of collection for ambulant vendors-Maintain a Daily Monitoring sheet for all collectors-Sent Notices of A/P for HER, F/B Operators and rental delinquencies
-MEEO personnel can function 3 or more tasks
-We institutionalized working even on holidays-Keep on reshuffling employees to establish average income for target
setting
MULTI-TASKING
Employee Duties/Function
Caudor, T
Yane, A.
Reyes, J.
Igloria, E.
Gulay, D.
Padero, C.
Baba, P.
Akut, A.
Barangot, R.
Abellanosa, W.
Vacalares, B.
Saburao, L.
Can collect MF, EPF, PF, SR, BHW
Can collect /issue CT, PF, Can be a watchman, UW
Can collect/issue CT, SR, PT, a Team Leader, BHW
Collects PT, WB, and operate at Danao water system
Collects PT, UW, watchman ,water maintenance
Collects/issue CT, SR, sardines worker, BHW
Collects/issue , CT, PM, Space rental, HE, record keeper
Collects/issue PF, CT, livestock collector
Collects MF, EPF, maintenance man, watchman
Maintenance man, watchman, new carpentry works
Collects WB, EPF, watchman, toll fee
Collects Wharf, watchman, PT
Internal ProcessDashboard
Initiative AccomplishmentMade own program using Windows Excel
Coordination w/ other
agency
Prepared and distributed 32 computerized water billings
Revised water meter reading by using 4-digit
Coordinated with Water district for the prevailing rate
Learning & Growth Balanced Scorecard
OBJECTIVE Measure Target Initiative
To develop skills on :
BCSS, Collection
Efficiency, Marketing
& Communication
To align personnel
To reward performing
& innovative employee
No. of trainings
Attended
No. of personnel
Needed
Collection
Efficiency
Monthly
Twice a year
100 %
quarterly
1. In-house (half day)
2. Outsource
3. Sharing type
1.Review of Functions
2. Review of Structure
3. Review of Plantilla
1. Weekly Monitoring
2. Actual Observation
by Dept. head
3. Clients feedback
LEARNING & GROWTHDASHBOARD
INITIATIVE DEVELOPMENT
Review of Function
Review of structure
Review of Plantilla
4 Revenue Collection Clerks charged to MEEO but does not work at MEEO
Per proposed structure the office need 1 section head
4 utility workers not working at MEEO
2 watchmen not working at MEEO
1 vacant meter reader
Learning & GrowthDASHBOARD
INITIATIVE DEVELOPMENT
Actual observation
More conscious of the Customer satisfaction ;-Made water service connection at Patag-Monthly clean-up of the Market roof-Immediate repair of water leakages & damage PVC pipes-Updated the records for 2010
Learning & GrowthDASHBOARD
Initiative ACCOMPLISHMENTTo develop skills on
PLUMBING
BSC briefing
To reward performing
employees
Weber Abellanosa attended training on plumbing held at Eng’g office
(12) staff attended BSC briefing at LTI
2 of my staff recognized during our valuing days were eventually awarded as follows :
Rene Barangot was awarded employee of the Week for exceeding his collection target &
Bernie Vacalares awarded as employee of the week for doubling his collection base on target
Existing MEEO Organizational Chart
MEEO-DesignateJanet A.
WatchmanLeo S., Bernie V.
Market CollectorsAlric A., Rene B.
MaintenanceWeber A.
Market AdministratorPura Baba
Job OrderYane, A.
Job OrderJojo, Connie,Teofila
Job OrderGulay, D., Igloria E.
Proposed MEEO Organizational
ChartMEDO
Department Head
Section Head(Operation)
Section Head(Revenue
Generation)
Market Inspector Marketing/Billing
Watchman Utility Worker
Waterworks Collectors
Market Collectors
SlaughterhouseCollector
WharfCollector
Internal ProcessDashboard
Initiative Accomplishment
To communicate
concern offices
Motor pool
Engineering
-Endorsed 3 applications for water service connection-Requested 2 loads of filling
materials for the market
-Informed said office of water leakages
Learning & Growth DASH BOARD
Training July Aug. Sept.
Oct. Nov. Dec.
Skills Training on
Collection
Marketing
BCSS
Communication
skills
Pura B.
Rene B.
Alric A.
Jojo
Teofila
Pura
Rene B.
Teofila
Yane, A
Jojo R.
Teofila
Pura B.
Connie
Edsel I.
Connie
Edsel I.
Gulay D
CUSTOMER SATISFACTIONDASHBOARD
INITIATIVE ACCOMPLISHMENTS
Scout more lessee
Deliver water billings
2 additional rented commercial spaces
1 area for construction (pharmacy)
4 new occupants at the open stall-DF & V
2 new occupants (replacement)-eatery
Delivered 32 computerized water billings
COMPARATIVE COLLECTION
REPORTAccount Jan. Feb. Mar. Apr. MayMarket-2009
-2008
EPF -2009
-2008
OTHERS-2009
-2008
TOTALS-2009
-2008
297,884.65
257,937.45
15% increase
206,340.00
251,051.62
17% dec.
48,029.32
41,438.10
15% inc.
552,253.97
550,427.17
.33% inc.
250,236.66
187,771.63
33% inc.
82,740.00
60,728.70
36% inc.
33,777.85
28,592.05
18% inc.
366,754.51
277,092.38
32% inc.
255,025.00
199,036.93
28% inc.
90,396.66
62,281.96
45% inc.
49,595.69
47,515.98
4% inc.
395,017.35
308,834.67
28% inc.
208,065.05
159,013.11
31% inc.
41,249.00
37,000.00
11% inc.
37,705.55
89,977.19
58% dec.
287,019.60
285,990.30
.36 % inc.
196,029.85
197,522.01
.75% dec.
42,790.00
41,446.98
3% inc.
30,134.90
46,474.94
35% dec.
268,954.75
285,443.93
5.77 % dec.
COMPARATIVE COLLECTION
REPORTAccount June July Aug. Sept. Market-2009
-2008
EPF -2009
-2008
OTHERS-2009
-2008
TOTALS-2009
-2008
253,980.00
205,581.03
23 % inc.
36,284.56
28,092.50
29% inc.
37,845.14
28,091.02
35% inc.
328,109.70
261,764.55
25 % inc.
234,249.96
215,926.85
8% inc.
32,157.44
23,280.00
38% inc.
47,158.10
39,963.88
18% inc.
313,565.50
279,170.73
12% inc.
192,510.30
188,350.10
2% inc.
22,160.96
17,280.00
28% inc.
25,988.20
35,992.44
28% dec.
240,659.46
241,622.54
.39 % dec.
242,422.60
210,681.38
15% inc.
19,900.00
16,160.00
23 % inc.
54,434.43
35,357.20
54% inc.
316,757.03
262,198.58
21 % inc.
COMPARATIVE COLLECTION
REPORTAccount Oct. Nov. Dec. 4th Qtr Grand
TotalMarket-2009
-2008
EPF -2009
-2008
OTHERS-2009
-2008
TOTALS-2009
-2008
233,725.35
202,614.98
15 % inc.
37,796.90
14,365.17
163 % inc.
16,904.30
35,057.67
52 % dec.
288,426.55
252,037.82
14 % inc.
203,668.36
178,457.45
14 % inc.
16,960.00
17,970.00
5 % dec.
13,074.32
32,036.26
59 % dec.
233,702.68
228,468.71
2.3 % inc.
254,855.55
177,290.80
44% inc.
21,500.00
19,940.00
8% inc.
14,276.81
23,112.67
38% dec.
290,632.36
220,343.47
32 % inc.
692,249.26
558,363.23
24% inc.
76,256.90
52,275.17
46 % inc.
44,255.37
90,206.60
50% dec.
812,761.59
700,850.00
16 % inc.
2,822,653.33
2,380,183.72
19% inc.
650,275.52
589,596.93
10% inc.
408,924.55
483,609.40
15% dec.
3,881,853.40
3,453,390.05
12 % inc.
COMPARATIVE MEEOCOLLECTION
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
2008 2009
COMPARATIVE MARKET COLLECTION
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,82
2,65
3
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
2006 2007 2008 2009
Financial PerspectiveBalanced Scorecard
Objective Measure Target InitiativeTo outsource
Support
a. Financial
b. Technical
c. Management
To enhance revenue
No. of Institutional Partner
Amount Generated
Technical support
Capacity Bldg
Increase income
Addt’l revenue
Measures
1 per quarter
Per project
Per project/program
10 % annually
At least
1 per year
Prepare project
Proposal
Coordinate other agencies
Request amendments
Monitor status
Build structure
For lease
COMPARATIVE MARKET COLLECTION
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,27
2,85
2
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 2009
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,27
2,85
2
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 2009
1,71
1,52
6
2,03
2,59
4
2,33
5,27
2
2,27
2,85
2
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2006 2007 2008 2009
Financial PerspectiveDASHBOARD
Activities Development AccomplishmentTo outsource
Technical/
management
support
BFAD conducted a pre-site inspection of the Sardines Production Area
Coordinated w/ Upland Mktg Foundation Inc. for the distributorship/product marketing
Coordinated w/ BFAR for Quality Control
Assistance
Answered all queries
Made payment 11/13/09
Secured application form
Facilitated the Orientation attended by LGU & L-B
Sardines processors
Requested assistance during actual production
Financial PerspectiveDASHBOARD
ACTIVITIES DEVELOPMENT ACCOMPLISHMENT
To enhance revenue
- Ordinance No. 2008-05 Establishing Loading & Unloading Area
Implemented
from old road
to National
Highway
Average Collection
Aug. – 300/day
Sept.- 500/day
Oct.- 700/day
Eliminate ILLEGAL barkers
THERE IS NO PILLOW SO SOFT AS A CLEAR CONSCIENCE
THANK YOU JANET
Financial PerspectiveBalanced Scorecard
Objective Measure Target InitiativeTo enhance
cost
efficiency
Cost of Supplies
Maintenance Cost of Equipment & Facilities
Cost of Utilities
Electricity
Water
Zero wastage
10% increase every
3 years
Ist year – zero
2nd year – 25 %
3rd year – 50 %
4th year – 75 %
5th year – 100 %
Minimal increase or
Same expenses
Recycle supplies
Status quo of appropriation
Proper usage
Updating or
Quarterly checking
Lock the switches
Remove outside
outlets
Monitor billing
Recommend for
Waterline re-piping
Status of Expenses
Account/Appropriation Current ExpensesTravelling 20,000
Seminar 30,000
Supplies 50,000
R/M Gov’t facilities 30,000
Other expenses 30,000
Capital outlay 145,000
14 percent
44 percent
39 percent
33 percent
83 percent
none yet
Salaries
Regular - 62,255/mo.
JO - 18,150/mo.
Financial PerspectiveDASHBOARD
INITIATIVE Current Status Accomplishment
Recycle supplies
Status quo of appropriation
Proper Usage
Updating or quarterly checking
Locking of switches
Removal of outlets
Monitor billing
Re-piping
Usage of supplies in place
100,000 supplies appropriation
Computer & printer still working
6 switches at the ground floor & 2 outside outlets
Use back portion of WQT files for BSC duplicates
Supplies Appropriation reduce to 50,000
Installed & upgraded Anti-virus
Program in the computer & not yet repaired for 2009
Requested padlocks for the switches & recommend removal of outside outlets
Recommended waterline re-piping to reduce expenses and
Study new water rates
Financial PerspectiveDASHBOARD
INITIATIVE ACCOMPLISHMENT
Prepare project proposal
Coordinate other agency/establishment
Submitted to MPDC Costing of Sardines Production as a requirement to access funding
Re-scheduled the Sodium analysis with DOST
2nd results reduced from 1301 to 571 mg
Informed 5 Restaurants for the sardines
display and 4 of them started displaying sardines, Titing’s, TDR, Panagatan, Cabrito
Financial PerspectiveDASH BOARD
INITIATIVE PREVIOUS CURRENT RATERequested Amendment of Heavy EquipmentRentals-Road Roller-Road Grader-Dump Truck-Pay Loader-Bulldozer
5,600/8 hrs.7,200/8 hrs.6,400/8 hrs.7,200/8 hrs.7,200/8 hrs .
8,704/8 hrs. 8,808/8 hrs. 9,016/8 hrs. 10,040/8 hrs. 12,824/8 hrs.– INFRES Collectibles 730,945.50
Financial PerspectiveDASH BOARD
INITIATIVE Previous Current RateRequested Amendments of MEEO Code - Toll/Parking fee - Stall Rental onFish & Meat Section - Rentals of Gov’tOwned properties
5/jeepney/day
12.00 daily rental
From fees & charges
10/jeepney/day
18.00 daily rental
Transferred to MEEO code ( 2 existing contracts & 5 newLESSEES
Municipal Economic Enterprise Office
Opol, Misamis Oriental
JARAULA, EMMA
Meter Serial No._____________
Readings Cubic Meter Min. Rate Amount
Excess Present Previous Consumed per Cu.m. ( in Pesos )
1467 1443 24 Cu.m.
168.00 168.00
235.00 235.00
4 / 98.00
Arrears /
Total 501.00
Reading Date Date Due Amount after due date For the month of
30 Sept 09 20 Oct 09 551.10 September 2009
Learning & GrowthDASHBOARD
INITIATIVE ACCOMPLISHMENTS
In-house Training (Half day)
Sharing Type
2 staff attended Communication skills training last Aug. 20, 2009(Rene & Teofila)
3 staff attended BCSS training last Aug. 27, 2009 ( Pura, Jojo, Teofila)
Teofila shared her learning about correct usage of adjective in sentence construction
Jojo shared about who is a fixer & to smile
When dealing with customers
Pura shared on what to do during the renewal of permits
Learning & GrowthDASHBOARD
INITIATIVE ACCOMPLISHMENT
Review of function
Recognition
Assigned Leo Saburao as wharf collector to replace Cortez
Assigned Bernie Vacalares as collector at Patag
for the Water system to replace Yane who now served as Market watchman together with Gulay
Temporarily assigned two additional watchmen
For the Kaumahan Activities
Recognized performing employees during the 15th minute exercise
Learning & Growth DASH BOARD
ITEM/POSITION July Aug. Sept. Oct. Nov. Dec.
Market Inspector
MEDO
Section Head(1)
Collectors (4)
Clerk (1)
/
/
/
/ /
/
/
/
To hit MEE Income Target DASH BOARD
Initiative July Aug. Sept. Oct. Nov. Dec.Weekly Monitoring
Massive
Collection
Impose advance
payment
180,000 180,000 180,000 180,000 180,000 200,000
Financial PerspectiveDASH BOARD
INITIATIVE Previous Current OutputMarketing - available space
- available products
Rely on walk-in clients
Use as token for LGU activitySold to LGUOfficials and employees
Information disseminationAdvertisement(5 new leases)
Tap local establishmentsFor product display( Apple Tree, TDR, Cabrito’s, Titing’s)
DASH BOARD
Initiatives July Aug. Sept. Oct. Nov. Dec.
Request
Amendment
Massive
Collection
Impose HER
Thru contract
20,000
20,000
25,000
20,000
100,000
25,000
20,000
150,000
25,000
20,000
25,000
20,000
25,000
25,000
250,000
Financial PerspectiveBalanced Scorecard
Objective Measure Target InitiativeCost of Regular Travel
Actual Cost
Cost of Conduct of Regular Activity
Cost of Activity
Zero per office
Zero increase for
2 years from regular appropriation
DASH BOARD
Initiative July Aug. Sept. Oct. Nov. Dec.
House to
House
Collection & RPT
Inclusion
20,000 20,000 20,000 20,000 20,000 25,000
Collection Report
Item/Account Monthly Target June 2009 Market
EPF
Waterworks
Pay Toilet
Post Mortem
Parking Fee
Wharf
TOTAL
210,000.00
50,000.00
6,250.00
12,500.00
2,100.00
10,000.00
11,250.00
302,100.00
244,400.00
36,284.56
8,568.74
9,580.00
2,471.40
22,500.00
4,305.00
328,109.70 109 %
COLLECTION REPORT(2009)
ITEMS/
ACCT.
MONTHLY
TARGET
JANUARY FEBRUARY MARCH APRIL MAY
MARKET
EPF
WW
PT
PM
PF
WHARF
TOTAL
210,000
50,000
6,250
12,500
2,100
10,000
11,250
302,100
297,884.65
206,340.00
5,219.12
16,777.00
3,783.20
18,800.00
3,450.00
552,253.97
250,236.66
82,740.00
8,377.85
14,490.00
-
10,510.00
400.00
366,754.51
255,025.00
90,396.66
8,696.49
13,700.00
3,984.20
16,250.00
6,925.00
395,017.35
208,065.05
41,249.00
5,266.95
13,000.00
1,918.60
11,670.00
5,850.00
287,019.60
196,029.85
42,790.00
4,976.60
11,650.00
2,948.30
7,630.00
2,930.00
268,954.75
ZONAL ASSIGNMENTIGPIT
ACTIVITY/PROGRAM Zone 3 Zone
1. Average Attendance
2. Zonal Product
3. Bantay Zona
4. Communal Garden
5. Garbage Terminal
6. Waste Segregation
7. Livelihood Program
8. Patahum
9. Feeding Program
10. Interzonal Sports
20
Kalamansi juice
not activated
w/ pechay, kangkong
4 terminals
HH on going
money lending
pahina
3x at Zone 3 only
None
25
need for training
re-or for officers
newly planted
2 terminals
More HH practice WS
Plan for rice trading
Cutting of grasses only
Networking for sponsor
Organize a committee