CHAPTER 7Managing Performance and Accountability

It wouldn’t surprise me if this were the section of the book that you are most interested in.1 After all, whenever I speak to government managers about improving performance, they all want to know how they can hold their employees accountable. To do this, I think it is best if we first think in terms of roles and responsibilities, second about the performance management system itself, and third in terms of implementation of the system.

With respect to roles, every government manager needs to provide his employees with the training, tools, and expectations required so that they will both know what they need to do to succeed and be able to meet the requirements of the job. In other words, it is up ...

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