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The only practical guide to performance improvement that regards customer satisfaction as the ultimate goal! This book combines all the current improvement approaches into one comprehensive, holistic approach that can be successfully applied to individuals and organizations alike.
Introduction: The Changing Realities of Human and Organizational Performance Improvement.
The Origins and Critical Attributes of Human Performance Technology.
Research and Development Origins of Performance Systems.
DIRECTION FINDING AND GOAL SETTING.
A Strategic-Planning Framework: Mega Planning.
Preparing Performance Indicators and Objectives.
A Systems Schema.
Business-Unit Performance Analysis and Development.
DESIGN AND DEVELOPMENT.
The Hierarchy of Interventions.
Applications of Total Quality Concepts to Organizational Effectiveness.
Developing Front-line Employees: A New Challenge for Achieving Organizational Effectiveness.
Organizational Development for Human Performance Technologists.
Personnel Selection and Assignment.
Recruitment and Turnover.
Accountability for Staff Turnover.
Program Management: Its Relationship to the Project.
Rewards and Performance Incentives.
Planning Change: Past, Present, Future.
Integrating People, Planning, and Change.
Performance Improvement in Developing Countries.
Evaluation: Seven Dimensions, Six Steps, Five Phases, and Four Guidelines.
Performance Is Easy to Monitor and Hard to Measure.
Developing Test and Assessment Items.
Quality Management/Continuous Improvement.
List of Contributors.