[eBook Code] Improving Performance (eBook Code, 3rd)

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