Contents
PART IEngaged Team Performance, What and Why
Chapter 1: Engaged Team Performance at a Glance
Chapter 2: “As the Pendulum Swings”—A Brief History of Adventures in Business Improvement
Chapter 3: From the Outside In: Understanding the Customer Experience
Chapter 4: Individual Goals: What You Measure Is What You Get
Chapter 5: Is It Process or Performance? Both!
Chapter 6: Changing Process: The GPS Story and the Power of Lean Six Sigma
Chapter 7: Power to the People: Facilitation and the Cycle of Change
Chapter 8: The Right Performance Metrics: Effectiveness and Efficiency
Chapter 10: The Fluid Organization of the Future: Making the Transformation to ETP
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