How We Plan, Improve, and Measure Progress
Our Vision: To be a dynamic, engaging community, meeting the changing needs of property owners, in a fiscally responsible manner, resulting in a lifetime of wellbeing.
Our Mission: To enhance and preserve the Tellico Village quality of life, social fabric, property values, and overall member value through effective and efficient management of the Association.
To guide our work, we use a Balanced Scorecard.
This approach helps us focus on what matters most to property owners and measure our progress.
Customer Experience
Putting Property Owners First
We focus on delivering responsive service and clear communication.
• Respond to property owner requests
• Improve communication and transparency
• Measure and improve satisfaction
Employees & Culture
Supporting the People Who Serve the Village
Our employees are essential to delivering quality service to residents.
• Invest in training and development
• Encourage teamwork and innovation
• Support employee satisfaction and retention
Financial Stewardship
Managing Village Resources Responsibly
We ensure POA funds are used wisely and the Village remains financially strong.
• Control costs and reduce waste
• Protect long-term financial stability
• Support sustainable amenities and services
Innovation
New and Better Ways of Doing Things
We look for smarter ways to improve services, programs, and operations.
• Improve internal processes
• Enhance amenities and services
• Encourage new ideas and improvements
Plan Do Act Check (PDAC)
| AD HOC TEAM MEMBERS | ||||||
| PDCA INITIATIVE | TEAM LEADER | MEMBER | MEMBER | MEMBER | MEMBER | MEMBER |
| Property Owner Satisfaction Survey | Teresa Reed | Bruce Palansky | John Villa | Mike Giffin | ||
| CS EXPERIENCE SURVEY | Teresa Reed | Bruce Palansky | John Villa | Mike Giffin | ||
| PROCESS EFFICIENCY | John Villa | Guy Calkins | Matthew Benoit | |||
| PM PROGRAM | Carey Brown | Ted Sherry | James Guy | Jordan Clark/golf maint. | Matthew Johnson | |
| INNOVATION | Otto Stutz | Trey Whittemore | Jay Burgin | Virgina Kendrik | Alicia Laughrun | |
| EMPLOYEE SATISFACTION SURVEY | Otto Stutz | Cheryl Huber | Bruce Pulansky | Cris Carter | Rick Creange | |
| CUSTOMER FOCUSED TRAINING | Teresa Reed | Russell Bearden | Janet Villa | Mike Giffin | ||
| IMPROVE EMPLOYEE RETENTION | Food Service Director/TBD | Cheryl Huber | Juan Castro | Russell Bearden | Sarah Hood | Virginia Kendrik |
Monthly Results
