MOVING FROM ANNUAL PROGRAMS TO SUSTAINED PERFORMANCE IMPROVEMENT
Beware, lest you lose the substance by grasping at the shadow.
At most large and medium-sized organizations, top managers like to embark on performance improvement programs. These programs tend to have a focal slogan, which includes terms like quality, customer service, reengineering, and teamwork. They tend to be launched with a great deal of publicity. They are initially supported by a large expenditure of resources (often cited as a symbol of significant support from top management).
Unfortunately, betterment programs frequently end up grasping at the shadow, rather than establishing an infrastructure for substantive, sustained performance improvement. To ...