Performance Consulting, 3rd Edition

Table of contents

1. Cover
2. Title Page
3. Copyright Page
4. Dedication
5. Contents
6. List of Figures
7. List of Tables
8. Preface
9. Introduction: Stop Jumping to Solutions and Make Performance Your Business!
   1. What Is the Alternative?
   2. Performance Consulting Process
   3. The Proof
10. 1 Performance Consulting: The Process
    1. Types of Work
    2. Our Partners in the Performance Consulting Process
    3. The Performance Consulting Process
    4. Performance Consulting Pointers
11. 2 Performance Consulting: The Mental Model and Logic
    1. The Need Hierarchy
    2. The SHOULD-IS-CAUSE Logic
    3. Gaps Map: Here’s How It’s Done
    4. Performance Consulting Pointers
12. FIRST PHASE: Identify Strategic Opportunities
    1. 3 Build Client Partnerships
       1. Access
       2. Credibility
       3. Trust
       4. Performance Consulting Pointers
    2. 4 Identify Strategic Opportunities Reactively
       1. Reframing—What Is It?
       2. Core Practices to Use in Reframing Discussions
       3. Reframing Requests: Here’s How It’s Done
       4. Performance Consulting Pointers
    3. 5 Identify Strategic Opportunities Proactively
       1. Triggers for Working Proactively
       2. The Proactive Discussion
       3. Conducting Proactive Discussions: Here’s How It’s Done
       4. Performance Consulting Pointers
13. SECOND PHASE: Assess Business and Performance Needs
    1. 6 Define the SHOULDs
       1. Defining Business SHOULDs
       2. Defining Performance SHOULDs
       3. Collecting Data
       4. Defining Organizational SHOULDS
       5. Building Performance Models: Here’s How It’s Done
       6. Shortcuts for Forming a Performance or Competency Model
       7. Performance Consulting Pointers
    2. 7 Assess the IS
       1. Business IS
       2. Performance IS
       3. Data Sources
       4. IS Assessment: Here’s How It’s Done
       5. Shortcuts for Doing an IS Assessment
       6. Performance Consulting Pointers
    3. 8 Identify CAUSEs and Select Solutions
       1. Identifying Root Causes, Not Symptoms
       2. Designing CAUSE Assessments
       3. Reporting Results
       4. Interpreting Data
       5. CAUSE Analysis: Here’s How It’s Done
       6. Shortcuts for Obtaining CAUSE Data
       7. Performance Consulting Pointers
14. THIRD PHASE: Implement and Measure Solutions
    1. 9 Alignment and Measurement Model
       1. Client Preferences for Measurement Information
       2. Alignment and Measurement Model
       3. Alignment and Measurement Logic
       4. Alignment and Measurement Model: Here’s How It’s Done
       5. Performance Consulting Pointers
    2. 10 Develop and Implement the Measurement Plan
       1. Guidelines for Effective Measurement
       2. Measurement Data as Diagnostic Data
       3. Measurement Objectives and Plans: The What, How, Who and When
       4. The Use of Technology
       5. Measuring Results: Here’s How It’s Done
       6. Shortcuts for Measuring Results
       7. Performance Consulting Pointers
    3. 11 Determine Return on Investment (ROI)
       1. Methods of Isolating the Effects of the Solution
       2. Converting Data to Monetary Values
       3. Determining Monetary Value of a Unit of Measure
       4. Identifying Intangible Benefits
       5. Determining Costs of a Performance Consulting Initiative
       6. Calculating ROI Measures
       7. Shortcuts to Determining the ROI
       8. Performance Consulting Pointers
15. FOURTH PHASE: Report and Sustain Results
    1. 12 Report Results and Develop Plans for Sustaining Results
       1. Preparing for the Meeting
       2. Conducting the Meeting
       3. Sustaining Performance, Organizational, and Business Results
       4. Knowing When to Actively Reengage
       5. Shortcuts for Reporting Results
       6. Performance Consulting Pointers
16. Conclusion: Commit Now to Make Performance Your Business
17. Performance Consulting and Measurement Toolkit
18. Glossary
19. References
20. Index
21. About the Authors