Van Tiem / Moseley / Dessinger Fundamentals of Performance Improvement

Optimizing Results through People, Process, and Organizations
3. Auflage 2012
ISBN: 978-1-118-22204-1
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 704 Seiten, E-Book

Fundamentals of Performance Improvement is a substantially newversion of the down-to-earth, how-to guide designed to helpbusiness leaders, practitioners, and students understand thescience and art of performance technology and successfullyimplement organizational and societal change. Using the PerformanceImprovement / Human Performance Technology (HPT) model, the expertauthors explain step-by-step how to spot performance indicators,analyze problems, identify underlying causes, describe desiredresults, and create workable solutions.
"It does not matter what function you align yourself to in yourorganization, this book allows you to tap into the secrets thatdrive organizational success. Several books work to define what isperformance improvement and performance technology. This one alsoprovides insights into the Why? And How?"
--Cedric T. Coco, CPT, SVP, Learning and OrganizationalEffectiveness, Lowe's Companies
"Fundamentals of Performance Improvement is full of practicalmodels and tools for improving the world by partnering withcustomers, clients, constituents, and colleagues. It provides apath forward for successful transformation and performanceimprovement at personal, group and collective levels. It is a mustread for leaders and consultants seeking to advance opportunitiesin new and emerging situations."
--Diana Whitney, PhD, president, Corporation for PositiveChange
"If you have an interest in performance improvement, this issimply the best available book on the topic. It addresses thescience and craft as well as the intricacies of how to improveworkplace performance. Van Tiem, Moseley, and Dessinger haveincorporated into this work the best available research on theCertified Performance Technology (CPT) standards andprocess."
--James A. Pershing, Ph.D., CPT, professor emeritus, WorkplaceLearning and Performance Improvement, Indiana University
"Its international flavor, with practitioner comments andexamples drawn from across the world, enhances its appeal as moreand more professionals operate in an increasingly globalcontext."
--Daljit Singh, Asia Pacific Director of Talent Management,Baker & McKenzie, Sydney, Australia
This book includes premium content that can beaccessed from ourWeb site when you register at www.pfeiffer.com/go/vantiem using thepassword professional.

Autoren/Hrsg.

Van Tiem, Darlene

Moseley, James L.

Dessinger, Joan C.

Inhaltsverzeichnis

LIST OF FIGURES xv
LIST OF TABLES xvii
LIST OF EXHIBITS xix
LIST OF CASE STUDIES xxi
LIST OF PERFORMANCE SUPPORT TOOLS xxiii
ACKNOWLEDGMENTS xxv
FOREWORD--THE PRACTICE OF PERFORMANCE IMPROVEMENT, BYJUDITH A. HALE xxvii
FOREWORD--FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALEBRETHOWER xxix
FOREWORD--PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAMW. LEE xxxiii
INTRODUCTION xxxv
SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCEIMPROVEMENT/HPT MODEL 1
CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3
CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL--ANOVERVIEW 41
CHAPTER 3 CHANGE MANAGEMENT 61
CASE STUDY 1.1
BOUTIQUE MARKETING COMPANY 81
CASE STUDY 1.2
STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION89
CASE STUDY 1.3
REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95
CASE STUDY 1.4
AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCEOF DISTRIBUTORS GLOBALLY 103
CASE STUDY 1.5
USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTSTHAT YIELD RESULTS 111
SECTION 2: PERFORMANCE ANALYSIS 121
CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123
CHAPTER 5 ORGANIZATIONAL ANALYSIS 133
CHAPTER 6 ENVIRONMENTAL ANALYSIS 145
CHAPTER 7 GAP ANALYSIS 155
CHAPTER 8 CAUSE ANALYSIS 163
CASE STUDY 2.1
THE BLAKE COMPANY/MUTSCHLER KITCHENS 179
CASE STUDY 2.2
PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS185
SECTION 3: INTERVENTION SELECTION, DESIGN, ANDDEVELOPMENT 193
CHAPTER 9 INTERVENTION SELECTION 195
CHAPTER 10 LEARNING INTERVENTIONS 243
CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281
CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291
CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313
CHAPTER 14 HRD INTERVENTIONS 325
CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS363
CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373
CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395
CHAPTER 18 INTERVENTION DESIGN 407
CHAPTER 19 MAKING THE BUSINESS CASE 423
CHAPTER 20 INTERVENTION DEVELOPMENT 443
CASE STUDY 3.1
NO ROOM FOR ERROR 451
CASE STUDY 3.2
ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK459
EXHIBIT 3.1
INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESSSTRATEGY AND DIRECTION 465
SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE473
CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE475
CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE489
CASE STUDY 4.1
CHURCH PENSION FUND: THE GREAT MODEL 509
CASE STUDY 4.2
ST. LUKE LUTHERAN CHURCH AND SCHOOL 517
SECTION 5: INTERVENTION EVALUATION 527
CHAPTER 23 OVERVIEW OF EVALUATION 529
CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545
CASE STUDY 5.1
ABC AUTOMOTIVE COMPANY--DEALERSHIP SALES AND MARKETINGACADEMY 571
CASE STUDY 5.2
COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577
APPENDICES 585
APPENDIX A ISPI'S PERFORMANCE TECHNOLOGY STANDARDS587
APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALISTSTANDARDS 613
APPENDIX C ISPI'S CODE OF ETHICS 617
GLOSSARY 623
ABOUT THE AUTHORS 639
NAME INDEX 641
SUBJECT INDEX 645

Über Autor(innen)

Darlene M. Van Tiem, PhD, CPT, CPLP, is an associateprofessor emerita at the University of Michigan-Dearborn andfaculty member of Capella University. Previously, Van Tiem servedas Human Resources Training Director for Ameritech (now AT&T)Yellow Pages and Curriculum Manager for General Motors TechnicalCurriculum.
James L. Moseley, EdD, LPC, CHES, CPT, is an associateprofessor at Wayne State University's College of EducationInstructional Technology Program. In addition to teaching, heserves as both an internal and external consultant in programevaluation, performance improvement, and health education.
Joan C. Dessinger, EdD, CPT, is the founder of The LakeGroup, a performance improvement consulting group that haspartnered with national and international business, education,manufacturing, healthcare, and service organizations since 1985.She is also editor of ISPI's Performance Improvement Journal andco-author of six books for HPT/PI professionals.