Fundamentals of Performance Improvement 3e – Optimizing Results Through People, Process and Orgnizations

LIST OF FIGURES xv
<p>LIST OF TABLES xvii</p>
<p>LIST OF EXHIBITS xix</p>
<p>LIST OF CASE STUDIES xxi</p>
<p>LIST OF PERFORMANCE SUPPORT TOOLS xxiii</p>
<p>ACKNOWLEDGMENTS xxv</p>
<p>FOREWORD THE PRACTICE OF PERFORMANCE IMPROVEMENT, BY JUDITH A. HALE xxvii</p>
<p>FOREWORD FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALE BRETHOWER xxix</p>
<p>FOREWORD PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAM W. LEE xxxiii</p>
<p>INTRODUCTION xxxv</p>
<p>SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL 1</p>
<p>CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3</p>
<p>CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL AN OVERVIEW 41</p>
<p>CHAPTER 3 CHANGE MANAGEMENT 61</p>
<p>CASE STUDY 1.1</p>
<p>BOUTIQUE MARKETING COMPANY 81</p>
<p>CASE STUDY 1.2</p>
<p>STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION 89</p>
<p>CASE STUDY 1.3</p>
<p>REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95</p>
<p>CASE STUDY 1.4</p>
<p>AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCE OF DISTRIBUTORS GLOBALLY 103</p>
<p>CASE STUDY 1.5</p>
<p>USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTS THAT YIELD RESULTS 111</p>
<p>SECTION 2: PERFORMANCE ANALYSIS 121</p>
<p>CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123</p>
<p>CHAPTER 5 ORGANIZATIONAL ANALYSIS 133</p>
<p>CHAPTER 6 ENVIRONMENTAL ANALYSIS 145</p>
<p>CHAPTER 7 GAP ANALYSIS 155</p>
<p>CHAPTER 8 CAUSE ANALYSIS 163</p>
<p>CASE STUDY 2.1</p>
<p>THE BLAKE COMPANY/MUTSCHLER KITCHENS 179</p>
<p>CASE STUDY 2.2</p>
<p>PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS 185</p>
<p>SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT 193</p>
<p>CHAPTER 9 INTERVENTION SELECTION 195</p>
<p>CHAPTER 10 LEARNING INTERVENTIONS 243</p>
<p>CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281</p>
<p>CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291</p>
<p>CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313</p>
<p>CHAPTER 14 HRD INTERVENTIONS 325</p>
<p>CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS 363</p>
<p>CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373</p>
<p>CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395</p>
<p>CHAPTER 18 INTERVENTION DESIGN 407</p>
<p>CHAPTER 19 MAKING THE BUSINESS CASE 423</p>
<p>CHAPTER 20 INTERVENTION DEVELOPMENT 443</p>
<p>CASE STUDY 3.1</p>
<p>NO ROOM FOR ERROR 451</p>
<p>CASE STUDY 3.2</p>
<p>ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK 459</p>
<p>EXHIBIT 3.1</p>
<p>INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESS STRATEGY AND DIRECTION 465</p>
<p>SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE 473</p>
<p>CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE 475</p>
<p>CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE 489</p>
<p>CASE STUDY 4.1</p>
<p>CHURCH PENSION FUND: THE GREAT MODEL 509</p>
<p>CASE STUDY 4.2</p>
<p>ST. LUKE LUTHERAN CHURCH AND SCHOOL 517</p>
<p>SECTION 5: INTERVENTION EVALUATION 527</p>
<p>CHAPTER 23 OVERVIEW OF EVALUATION 529</p>
<p>CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545</p>
<p>CASE STUDY 5.1</p>
<p>ABC AUTOMOTIVE COMPANY DEALERSHIP SALES AND MARKETING ACADEMY 571</p>
<p>CASE STUDY 5.2</p>
<p>COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577</p>
<p>APPENDICES 585</p>
<p>APPENDIX A ISPI S PERFORMANCE TECHNOLOGY STANDARDS 587</p>
<p>APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALIST STANDARDS 613</p>
<p>APPENDIX C ISPI S CODE OF ETHICS 617</p>
<p>GLOSSARY 623</p>
<p>ABOUT THE AUTHORS 639</p>
<p>NAME INDEX 641</p>
<p>SUBJECT INDEX 645</p>