IVGID GM: Strategic sessions to ‘better gauge levels of service’
INCLINE VILLAGE, Nev. — Part two of the IVGID board’s retreat to create a five-year strategic plan for the district takes place this week.
Charlie Bishop and Jeff Husserl of the Chicago-based planning firm CoralBridge Partners are leading the retreat, the primary goal of which is “to achieve commitment from the board and senior management on strategic direction that will drive IVGID over the next five years,” according to a district statement.
A key part of that direction is to determine where IVGID stands with customer service levels, and what needs changing, General Manager Steve Pinkerton said in an interview late last month.
“For me, one of the main things I’ve been talking a lot about is we want to better gauge levels of service that the board wants us to provide to the community,” said Pinkerton, who began his role as IVGID’s leader April 28, 2014. “We want an honest assessment that says, here are our current resources, here are our current service levels, and then determine what we can deliver … do you want more, or do you want less, and what are consequences?”
The contract with CoralBridge Partners is costing the district $15,000, not including travel expenses.
The first part took place from 2-10 p.m. Feb. 17 at the Hyatt Regency Lake Tahoe, and part two is split into two days — from 1-5 p.m. Thursday, March 5, and 1-4 p.m. Friday, March 6, both at The Chateau at Incline Village.
“There is definitely support from the board to position IVGID as the best place to live, work and play,” IVGID Board Chairman Jim Smith said in a statement. “One of our main goals is to exceed expectations by providing superior customer service as well as financial and operational excellence at all our facilities.”
In a previous interview, Smith said the sessions are part of needed improvements for IVGID.
“We have a new legal counsel, a new GM, a brand new board, so it will be healthy for us to all get in there and help,” he said on Feb. 11. “Right now, we have nothing to build on because the other plan is so old.
“We’re starting from scratch.”
Due to an “intellectual property request” by CoralBridge, none of the sessions are streamed live on IVGID’s website; residents are encouraged to attend, however, and public comment will be available at the beginning and of each session.
Bishop and Husserl visited 19 IVGID venues a week prior to the Feb. 17 session and conducted eight interviews with the board and key management staff, according to the district.
IVIGD’s main focus with the five-year plan is on Incline, Ski and Burnt Cedar beaches; the Mountain and Championship golf courses; the Recreation Center and Village Green; the Skate Park; Diamond Peak Ski Resort; and the fields at Incline High School.
“We are taking a strategic, customer-centric approach to improve communication within the board, between the board and management, and between IVGID and its constituents,” Husserl said in a statement.
On Feb. 17, Husserl and Bishop presented a model that depicts the split between strategic and operational activities, while “also focusing on goals, critical issues and evaluation of the present state of the venues,” according to the district.”
Attending on Feb. 17 on IVGID’s behalf were the five trustees, as well as Pinkerton and Gerry Eick, IVGID’s finance director.
According to a district statement, IVGID’s Management Team will be more engaged during this week’s sessions, which will focus on developing next steps; further, CoralBridge will work with IVGID Human Resources “to determine an optimal organizational structure.”
“Staff is excited about the prospect of a new strategic plan for the district,” Pinkerton said. “We have already begun to implement the action steps from the first session, and look forward to successfully executing the plan in conjunction with our Board of Trustees.”
CoralBridge Partners has provided summary documents of the Feb. 17 session.
If residents want a copy, they can email email@example.com with “Agenda Packet for 3/5 and 3/6” in the subject line.
Further, the Board of Trustees encourages any and all members of the public to reach out to them individually to share ideas and comments on the process.
IVGID describes CoralBridge as “a boutique consulting practice that champions organizational health … (and) helps organizations develop inspiring leaders, accelerate team performance and manage conflict constructively.”
For information on the firm, call 312-267-2925 or visit http://www.coralbridgepartners.com.