Foreword by Geary A. Rummler.
Preface.
List of Figures and Tables.
Introduction.
Chapter 1: The Performance Technology Landscape.
Where We Work.
The Performance Technology Landscape.
What Is Performance?
What Is Performance Technology?
Interpreting the Performance Improvement Terrain.
Principles of Performance Technology.
Using RSVP+.
Work Environment.
How We Think-System, Systematic, Systemic.
System Viewpoint.
Thinking Systemically.
Systematic Approach.
HPT as the Integrator.
Conclusion: Lessons of the Performance Technology Landscape.
Where to Go Next.
Authors' Picks.
Chapter 2: The Worker: Individual/Team Level.
Summary of the Technology.
Approach.
Problem Solving.
Observation.
Helpful Models and Tools.
Total Performance System.
The Performance Map.
Tip of the Iceberg.
Other Models and Tools.
Troubleshooting the Human Performance System.
Solutions: Typical Examples at the Individual Level.
Evaluation.
Identify the Business Requirements.
Evaluation Planning.
Application Exercise.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 3: The Work Process Practice Level.
Summary of the Technology.
Signals That Point to Work-Level Performance.
Approach.
Process.
Critical Process Issue.
Practices.
Maps: Making It Visible.
Culture Map.
Flowcharts.
Time and motion Workflow.
Swim Lanes.
Day in the Life.
Practices: The Missing Link.
Application Exercise.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 4: The Workplace: Organizational Level.
Summary of the Technology.
Signals That Point to Organization Level Performance.
Approach.
Critical Business Issue.
Environmental Scan.
Internal Scan.
Link to Critical Business Issues.
Organizational Politics.
What Is the Gap: Desired Versus Current Business Results.
Conduct a Requirements Audit for Organizational Results.
Is Anyone Achieving the Desired Results Already?
Problem Solving.
Alignment.
Interpret Your Findings.
Select Solutions.
Bedside Manner.
Additional Organizational Alignment Models and Job Aids.
Gaining Ownership of Analysis, Solution, and Implementation Planning.
Being Persuasive at a Distance.
Consultant's Role in Implementation.
Management Practices for High Performance.
True Tales from the Trenches.
Application Exercise.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 5: Implementation: Weaving Performance into the Organization.
Why This Chapter?
Implementation Defined.
Implementing a New Law.
From Episodic to Systemic Implementation.
Implementation Failure Versus Implementation Success.
How to Make an Implementation Stick.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 6: What We Do.
Systematic Approach.
Key Terms.
System.
Systems.
Systemic.
Components of the Systematic Approach.
Identify Issue.
Define Result.
Conduct Performance Analysis.
Actions to Take.
How-Plan the Solution.
Do-Implement the Solution.
Evaluate.
Guidelines for Success.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 7: Focus Forward: Trends to Watch.
Why Trends Matter.
Expanding the Performance Technology Landscape.
Natural Resources.
Technology.
Economics.
Performance Improvement.
Conclusion.
Where to Go Next.
Authors' Picks.
Chapter 8: Chart Your Course.
Worker/Self.
Results.
Inputs.
Suggested Routes to Skills, Knowledge, Abilities.
Personal Development Plan.
Elevator Speech.
Work/Process.
Performance Improvement Department.
Workplace/Organization.
We Are Known by Our Results.
The Educated Client.
Set Expectations.
Conclusion.
Authors' Picks.
space here.
Afterword, by Don Tosti.
Appendix.
References.
Further Readings.
Index.
About the Authors.
