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
Geary Rummler, a pioneer in the application of instructional and performance technologies to organizations, cofounded the Rummler-Brache Group, a global leader in process management consulting and training. Alan Brache, cofounder of the Rummler-Brache Group, focuses his consulting and writing on a methodology for resolving critical issues through the identification, documentation, analysis, design, measurement, and continuous improvement of business processes. The Rummler-Brache Group, exclusive owner of the trademarked Rummler-Brache methodology, is a consulting and training firm specializing in process improvement and management. Rummler-Brache employs a wide range of interventions that span the delivery spectrum from "do it for you" hands-on consulting, all the way to "do it with you" coaching and facilitation. A key differentiator is our core competency: we transfer the knowledge and technology you need to become self-sufficient at delivering business results through performance improvement projects. For more information, please visit www.RummlerBrache.com or call 800-992-8849.