CHAPTER 10Examples of Improving Performance

It is one thing to understand the principles contained in this book and quite another to successfully apply them. As a result, I am including four examples where I was personally involved in turning around the performance of a government organization.

In the first example, I was a key adviser to a director who was hired to dramatically improve the performance of a claims processing activity. In the second and third examples, I was the director who worked closely with the appropriate division chiefs and their staffs to change the mindset, the systems, the way they managed their operation, and, ultimately, their performance. In the last example, I was on the outside looking in; I was a consultant to a ...

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