Improving Performance

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.

• List of Figures and Tables vForeword ixPreface xiThe Authors xviiPart One: A Framework for Improving Performance 11 Viewing Organizations as Systems 32 Three Levels of Performance: Organization, Process, and Job/Performer 12Part Two: Exploring The Three Levels of Performance 273 The Organization Level of Performance 294 The Process Level of Performance 425 The Job/Performer Level of Performance 62Part Three: Applying The Three Levels of Performance 756 Linking Performance to Strategy 777 Moving from Annual Programs to Sustained Performance Improvement 868 Diagnosing and Improving Performance: A Case Study 979 Project Definition: The Ten Essential Steps 11010 Process Analysis and Design: The Ten Essential Steps 14011 Overcoming the Seven Deadly Sins of Process Improvement 17412 Measuring Performance and Designing a Performance Management System 18213 Managing Processes and Organizations as Systems 21114 Designing an Organization Structure That Works 22615 Creating a Performance-Based Human Resource Development Function 24416 Developing an Action Plan for Performance Improvement 259Index 264Instructor’s Guide 270