Table of Contents
List of Figures and Tables v
Foreword ix
Preface xi
The Authors xvii
Part One: A Framework For Improving Performance 1
1 Viewing Organizations as Systems 3
2 Three Levels of Performance: Organization, Process, and Job/Performer 12
Part Two: Exploring the Three Levels of Performance 27
3 The Organization Level of Performance 29
4 The Process Level of Performance 42
5 The Job/Performer Level of Performance 62
Part Three: Applying the Three Levels of Performance 75
6 Linking Performance to Strategy 77
7 Moving from Annual Programs to Sustained Performance Improvement 86
8 Diagnosing and Improving Performance: A Case Study 97
9 Project Definition: The Ten Essential Steps 110
10 Process Analysis and Design: The Ten Essential Steps 140
11 Overcoming the Seven Deadly Sins of Process Improvement 174
12 Measuring Performance and Designing a Performance Management System 182
13 Managing Processes and Organizations as Systems 211
14 Designing an Organization Structure That Works 226
15 Creating a Performance-Based Human Resource Development Function 244
16 Developing an Action Plan for Performance Improvement 259
Index 264
Instructor’s Guide 270
