Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition

Introduction

“We've got problems—right here in our workplace.” “Advertisements just aren't catching shoppers' attention.” “Too many phones are ringing to be answered promptly.” “Parts are being produced with flaws.” “Customers just won't buy the latest product improvement.” “Schoolchildren with special needs require professional support that is costly.” “Hospitals are challenged to contain costs while providing a vast array of services.”

Every organization offers challenges, and many situations seem unsolvable. Workers and managers hold meetings, write plans, and pledge new energy and resolve. Sometimes the new ideas work, sometimes nothing changes or matters get worse. It often seems difficult to systemically and systematically control a situation ...