The key to transformational change in Botswana was the creation and implementation of a performance management system (PMS), designed to alter the way civil servants conduct business and deliver services to citizens. Hacker and his staff aided government officials in developing strategic plans; annual performance plans; performance agreements; performance reporting; and budgeting linked to planning. By implementing the system, the public service sector was able to create effective and efficient governance that guides and motivates all civil servants.
Hacker has worked extensively with the Botswana police service, which is composed of more than 7,000 officers. He personally worked with police commissioners and senior staff to implement the PMS, and has provided tranformational coaching to these leaders. Of note is the accomplishment of the Botswana police changing their police force to a police service. This was more than just a catch-phrase change, it defined the role of the police as providing a "safe and secure nation" for its citizens. Seen as a role model for effective policing, a world-class international policing academy has also been established in Botswana.
"The Botswana police service is one of the most respected government services in the country," said Hacker. "This is an incredible accomplishment on a continent where if you say 'the police,' people usually run for the hills."
The work that Botswana has been able to accomplish has been noticeable. In fact, other African countries have sought assistance from Botswana to see firsthand how to create transformational change. One tactic that other countries have replicated is Botswana's vision 2016 statement, which outlines where Botswana wants to be as a country on the 50th anniversary of its independence. The concept of a national vision has since been utilized in many countries and organizations as part of their reform programs.
Whether you are impacting an individual or a country, if you have a story about how you used your passion for quality to make a difference, we'd like to hear from you as part of our Quality for Life initiative. Please visit our Web site at www.asq.org/qualityforlife. You can also submit stories to qualityforlife@asq.org.
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