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Contents
Acknowledgments ix
PART I Systems Thinking 1
Chapter 1 Overview 3
The Government Performance and Results Act (GPRA) 3
Why Is It So Difficult to Manage Performance in the
Government? 3
What Can Be Done to Improve Performance in Government? 14
Chapter 2 Organizational Systems 17
The OSD Model 20
You Can Influence Design 22
A Detailed Explanation of the OSD Components 24
Design Choices: Where the Manager Really Makes a Difference 34
PART II Improving Performance 39
Chapter 3 Streamline Your Business Processes: The
Technical System 41
Conducting a Thorough Review and Redesign of Your Technical
Systems 45
A Simplified Approach to Business Process Reengineering 46
Improving Your Processes Without Going Through a Major
Redesign Effort 55
Ensuring That Employees Have the Knowledge and Tools They
Need to Do Their Job 59
Physical Arrangements 64
Technology 72
Chapter 4 Reorganize the Activities That Affect
Performance: The Structural System 77
Overall Structure for an Entire Organization 81
A Word About Contracting Out Work 85
The Local Structure 88
Other Factors to Consider 91
Chapter 5 Using Metrics to Track and Improve
Performance: The Decision-Making and
Information Systems 95
What to Measure 97
Capturing the Information 100
Making Sense of the Information 104
Sharing Information 111
Chapter 6 Recruitment, Selection, and Development: The
People System 119
Recruitment and Selection 119
Orientation and Training 127
Developing Your Supervisors 134
Chapter 7 Managing Performance and Accountability 137
The Performance Appraisal System 138
Writing Performance Standards 139
Chapter 8 Follow-Up on Accountability: Administering the
Appraisal System 153
Managing the Individual Employee 154
Managing the Performance of Your Group 158
Dealing with Poor Performers 162
A Note About the Supervisors 163
Chapter 9 The Rewards and Recognition and Renewal
Systems 167
Design and Alignment 169
Implementation 176
Renewal 180
Innovation and Creativity 186
Chapter 10 Examples of Improving Performance 189
A Claims Processing Activity 190
A Vocational Rehabilitation and Employment (VR&E)
Division 196
A Home Loan Guaranty Program 203
A Human Resources Management (HRM) Service 207
Notes 215
Index 225
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