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Beyond Performance Management: Why, When, and How to Use 40 Tools and Best Practices for Superior Business Performance by Steve Player, Jeremy Hope

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Notes

Introduction

1 Scott Keller and Carolyn Aiken, “The Inconvenient Truth About Change Management,” McKinsey Quarterly, April 2009, www.mckinsey.com/clientservice/organizationleadership/The_Inconvenient_Truth_About_Change_Management.pdf.

2 Peter Drucker, “A Meeting of Minds,” CIO Magazine, September 15, 1997, www.cio.com/archive/091597_interview.html.

3 Darrell Rigby and Barbara Bilodeau, “Management Tools and Trends 2009,” Bain & Co., www.bain.com/bainweb/PDFs/cms/Public/Management_Tools_2009.pdf.

4 Ibid.

5 Ibid.

6 In 1991, Xerox conducted a detailed analysis of the purchasing habits of customers who gave Xerox scores of 4 and 5 on satisfaction and found that customers giving 5s (i.e., very satisfied customers) were six times as likely to ...

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