Goal Setting and Productivity
Management
Diana Muzquiz
Acting Revenue Collection Manager
City of San Diego
GOAL SETTING
Revenue versus Productivity
• How do you
establish your
revenue goals?
• Are there different
layers of goals
within your
organization?
• Can you establish
productivity goals?
• What are your best
tools for managing
productivity?
• What about “self”
productivity
management for
the collectors?
Establishing Revenue Goals
• Annual department goal
• Individual collector goals
– Minimum expectation (realistic)
– Collector Goal (challenging)
• Team goals
– Based on number of collectors
Annual Department Goal
• What is the revenue expectation for
your department/program?
Annual Revenue Goal FY09
Collections FY2009 Revenue Estimates/Results
FY2009
Month
Projected
July
August
September
October
November
December
January
February
March
April
May
June
Total
$893,074
$905,814
$900,718
$863,772
$863,772
$974,610
$1,216,670
$1,090,544
$1,254,890
$1,196,286
$1,193,738
$1,386,112
$12,740,000
Total
Gen. Fund
Actual
+/$713,407
($179,667)
$456,580
$848,136
($57,678)
$542,807
$963,983
$63,265
$616,949
$1,126,910
$263,138
$721,222
$691,235
($172,537)
$442,390
$812,637
($161,973)
$520,088
$814,027
($402,643)
$520,977
$926,721
($163,823)
$593,101
$937,317
($317,573)
$599,883
$2,036,875
$840,589
$1,303,600
$1,034,643
($159,095)
$662,172
$1,143,574
($242,538)
$731,887
$12,049,465 ($690,535) $7,711,658
Other Funds
$256,827
$305,329
$347,034
$405,688
$248,845
$292,549
$293,050
$333,620
$337,434
$733,275
$372,471
$411,687
$4,337,807
Annual Revenue Goal FY10
Collections FY2010 Revenue Estimates/Results
FY2010
Month
Projected
July
August
September
October
November
December
January
February
March
April
May
June
Total
$893,074
$905,814
$900,718
$863,772
$863,772
$974,610
$1,216,670
$1,090,544
$1,254,890
$1,196,286
$1,193,738
$1,386,112
$12,740,000
Actual
$1,152,452
$983,672
$865,165
$855,824
$717,026
$849,318
$1,202,926
$1,183,171
$1,325,427
$0
$0
$0
$9,134,981
+/$259,378
$77,858
($35,553)
($7,948)
($146,746)
($125,292)
($13,744)
$92,627
$70,537
$0
$0
$0
$171,117
Total
Gen. Fund
Other Funds
$737,569
$629,550
$553,706
$547,727
$458,897
$543,564
$769,873
$757,229
$848,273
$0
$0
$0
$414,883
$354,122
$311,459
$308,097
$258,129
$305,754
$433,053
$425,942
$477,154
$0
$0
$0
$5,846,388
$3,288,593
Individual Collector Goal
• Does the position generate revenue?
– Identify how much additional revenue per collector per
Fiscal Year
(ex: $360,000)
– Divide that amount by 12 months which equates to a
minimum monthly expectation per collector
(ex: $30,000)
– Increase the minimum by an additional amount per
month to establish the monthly goal per collector.
(ex: $10,000 increase = $40,000 monthly goal)
Monthly Collection Minimum and Goals
Collector 1 Minimum
Collector 1 Goal
$36,445
$45,803
Piranha Team Goal
$278,263
Ferrari Team Goal
$278,263
Viper Team Goal
$186,658
Legal Total Goal
$145,780
Customer Service Total Goal
$197,000
Subtotal Team and Legal
Other
Office Goal
$1,085,963
$168,928
$1,254,890
Daily Collections by Group
Collection
Group
Piranhas
03/29/10
03/30/10
Total- March
Average
$7,135
$2,530
$59,832
$2,720
Collector 102
$889
$0
$27,959
$1,271
Collector 103
$17,737
$172
$71,259
$3,239
Collector 104
$2,890
$344
$51,294
$2,332
$604
($1,944)
$325
$15
Collector 107
$2,703
$740
$71,737
$3,261
Collector 108
$1,192
$0
$39,785
$1,808
$33,150
$1,842
$321,866
$2,092
Vacant
Piranhas Total
Team Goals
• Promotes competition
Name
Goal %
Goal ($)
Piranhas
115.7%
$278,263
Ferraris
120.7%In the Lead!!!
$278,263
Vipers
110.5%
$186,658
60.9%
$145,780
193.6%
$197,000
Legal
Customer
Service
PRODUCTIVITY
MANAGEMENT
• Can you set goals to manage
productivity?
• Identify areas to measure
productivity/performance
– Number of accounts worked
• Disposition of accounts
– Number of lawsuit referrals
• Daily/weekly/monthly
– Calls handled
• Productivity Reports
(daily/monthly)
• Real time monitoring of phone
calls
• Collector access to certain
menus/programs to check
daily productivity
• Make sure you have good
controls in place to measure
productivity
– Well thought out performance
plans and goals
• Collectors are very competitive
and respond better to
individual goals than team
goals (balance the two)
• Celebrate your success
– Rewards and Recognition
Program
• Annual “All Hands” meeting
– Collector recognition
– Team recognition
– Support Staff
QUESTIONS?
THANK YOU