[May 2020] Creating a Culture of Performance Excellence


May 20, 2020 Noon-1pm CT

Many organizations are realizing that an integrated approach to performance management will improve the value of services and activities to consumers and stakeholders, but they don’t know where to start. Others wonder how to bridge the theory and research of performance excellence with on-the-ground implementation and results-based accountability. 

Alliance for Strong Families and Communities member Aviva Family and Children’s Services in Los Angeles faced that situation as it embarked on a seven-year transformational journey to shift its culture and practices. This journey used several project management tools to ensure that processes were in place and the leadership team provided feedback every step of the way.  

During this webinar developed by the Performance Excellence Alliance Peer Exchange (APEX) groupKim Peterson, vice president of change management at Aviva, will walk participants through their ongoing journey to instill performance excellence in their culture. The journey is not complete, but over the years, there have been lessons learned and successes celebratedThis discussion will focus on several episodes of trial and error, as well as some of the products that promote performance excellence. Key tools and practices are used at all levels of staffingfrom front line employees to executive leadershipso additional examples will detail the transformation built from the ground up. 

Join the Performance Excellence APEX group by updating your account page and participate in discussions on the Alliance’s learning community 

Learning Objectives

  • Implications and opportunities of adopting a performance excellence framework
  • Goals and strategies for managing culture change
  • Creating and sustaining a culture of data-driven management


Kim Peterson

Vice President of Change Management

Aviva Family and Children's Services

Kim Peterson is perpetually seeking ways to improve upon things personally and professionally. Growing up in Connecticut with her parents and younger brother, she took it upon herself to establish a family chore chart when she evaluated things were not running effectively and efficiently. Her early “employment” included mother’s helper, babysitter and camp counselor. This early experience gave Peterson a passion for working with children and youth.  

Shortly after graduating from the University of Connecticut with a degree in psychology and dance therapy, Peterson moved to Los Angeles to pursue a career in dance and mental health. Her first professional experience was as a child care worker in a residential home for children. Her career path spans over 18 years in the nonprofit social services arena and includes day treatment, Wraparound, research, and quality improvement. She led efforts to bring the National Wraparound Initiative to Los Angeles and facilitated the quality assurance contact revisions for the county Wraparound contract. Peterson also co-chaired an Underrepresented Populations Cultural Competency Committee to look at increasing outreach to underrepresented communities across the Los Angeles County Department of Mental Health. Peterson received her master’s in psychology from Pepperdine University.