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spir-it: Results with the 4 Disciplines of Execution, Meeting and Exceeding Goals in the Netherlands

Friday, 25 November 2011

 

article photo

Oleh : Center For Advanced Research - FranklinCovey


"spir-it," a government agency located in Utrecht, the Netherlands, was launched in January 2011 as a result of a merger of two agencies. As an information technology provider, it is responsible for delivering IT services to the entire judicial system of the Netherlands. Some 12,500 Ministry of Justice workers, including members of the Supreme Court, appellate court, and 19 district courts depend on spir-it for all of their IT needs. Lawyers and citizens also use some of spir-it's digital services.

In 2011, the agency's management team knew it needed to develop a greater sense of employee teamwork as well as improve the efficiency of its services. Ronald van Westering, a FranklinCovey consultant, introduced the leadership to the 4 Disciplines of Execution (4DX), taking them from "onboarding" the course to measuring results a few months later.


Goals and Results with 4DX:

Team Goal: Fewer than 1% service calls be reopened and 85% of service calls handled within target time. Result: Fewer than 1% service calls reopened, and 85% of service call within target time.

Team Goal: 95% of employees will do an internship with a customer. Result: After 3 months, 93% completed an internship in one or more of the law courts.

Team Goal: 90% of the changes and work orders carried out on or before scheduled date. Result: 92% handled within schedule date.

Team Goal: Increase from 85% to 90% of closed inci- dents of one of the teams (Organizational Excellence). Result: 90% goal achieved.


Read completely at http://www.franklincoveyresearch.com/catalog/Spir_IT.pdf

And watch the video at http://franklincoveyresearch.org/video/spirit/spirit.html