LIST OF FIGURES xv
LIST OF TABLES xvii
LIST OF EXHIBITS xix
LIST OF CASE STUDIES xxi
LIST OF PERFORMANCE SUPPORT TOOLS xxiii
ACKNOWLEDGMENTS xxv
FOREWORD—THE PRACTICE OF PERFORMANCE IMPROVEMENT, BY JUDITH A. HALE xxvii
FOREWORD—FUNDAMENTALS OF PERFORMANCE TECHNOLOGY, BY DALE BRETHOWER xxix
FOREWORD—PERFORMANCE IMPROVEMENT INTERVENTIONS, BY WILLIAM W. LEE xxxiii
INTRODUCTION xxxv
SECTION 1: PERFORMANCE IMPROVEMENT AND THE PERFORMANCE IMPROVEMENT/HPT MODEL 1
CHAPTER 1 OVERVIEW OF PERFORMANCE IMPROVEMENT 3
CHAPTER 2 PERFORMANCE IMPROVEMENT/HPT MODEL—AN OVERVIEW 41
CHAPTER 3 CHANGE MANAGEMENT 61
CASE STUDY 1.1
BOUTIQUE MARKETING COMPANY 81
CASE STUDY 1.2
STRATEGIC PERFORMANCE MANAGEMENT IN GEORGIA EDUCATION 89
CASE STUDY 1.3
REDUCING MUNICIPAL STRIFE THROUGH ENGAGEMENT 95
CASE STUDY 1.4
AMWAY CORPORATION: DRIVING CONSISTENT, STRATEGIC PERFORMANCE OF DISTRIBUTORS GLOBALLY 103
CASE STUDY 1.5
USING HUMAN PERFORMANCE TECHNOLOGY (HPT) TO SELECT PROJECTS THAT YIELD RESULTS 111
SECTION 2: PERFORMANCE ANALYSIS 121
CHAPTER 4 OVERVIEW OF PERFORMANCE ANALYSIS 123
CHAPTER 5 ORGANIZATIONAL ANALYSIS 133
CHAPTER 6 ENVIRONMENTAL ANALYSIS 145
CHAPTER 7 GAP ANALYSIS 155
CHAPTER 8 CAUSE ANALYSIS 163
CASE STUDY 2.1
THE BLAKE COMPANY/MUTSCHLER KITCHENS 179
CASE STUDY 2.2
PHYSICIAN PERFORMANCE REPORT ACCURACY AND TIMELINESS 185
SECTION 3: INTERVENTION SELECTION, DESIGN, AND DEVELOPMENT 193
CHAPTER 9 INTERVENTION SELECTION 195
CHAPTER 10 LEARNING INTERVENTIONS 243
CHAPTER 11 PERFORMANCE SUPPORT INTERVENTIONS 281
CHAPTER 12 JOB ANALYSIS/WORK DESIGN INTERVENTIONS 291
CHAPTER 13 PERSONAL DEVELOPMENT INTERVENTIONS 313
CHAPTER 14 HRD INTERVENTIONS 325
CHAPTER 15 ORGANIZATIONAL COMMUNICATION INTERVENTIONS 363
CHAPTER 16 ORGANIZATION DESIGN AND DEVELOPMENT 373
CHAPTER 17 FINANCIAL SYSTEMS INTERVENTIONS 395
CHAPTER 18 INTERVENTION DESIGN 407
CHAPTER 19 MAKING THE BUSINESS CASE 423
CHAPTER 20 INTERVENTION DEVELOPMENT 443
CASE STUDY 3.1
NO ROOM FOR ERROR 451
CASE STUDY 3.2
ACQUISITION OF WESTFORD BANK BY SPRING HARBOR BANK 459
EXHIBIT 3.1
INFORMATION TECHNOLOGY COMPANY ALIGNS WORKFORCE TO BUSINESS STRATEGY AND DIRECTION465
SECTION 4: INTERVENTION IMPLEMENTATION AND MAINTENANCE 473
CHAPTER 21 INTERVENTION IMPLEMENTATION AND MAINTENANCE 475
CHAPTER 22 TECHNIQUES FOR IMPLEMENTATION AND MAINTENANCE 489
CASE STUDY 4.1
CHURCH PENSION FUND: THE GREAT MODEL 509
CASE STUDY 4.2
ST. LUKE LUTHERAN CHURCH AND SCHOOL 517
SECTION 5: INTERVENTION EVALUATION 527
CHAPTER 23 OVERVIEW OF EVALUATION 529
CHAPTER 24 PLANNING AND CONDUCTING EVALUATION 545
CASE STUDY 5.1
ABC AUTOMOTIVE COMPANY—DEALERSHIP SALES AND MARKETING ACADEMY 571
CASE STUDY 5.2
COMMUNITY HEALTHCARE ASSOCIATION OF THE DAKOTAS 577
APPENDICES 585
APPENDIX A ISPI’S PERFORMANCE TECHNOLOGY STANDARDS 587
APPENDIX B CERTIFIED SCHOOL IMPROVEMENT SPECIALIST STANDARDS 613
APPENDIX C ISPI’S CODE OF ETHICS 617
GLOSSARY 623
ABOUT THE AUTHORS 639
NAME INDEX 641
SUBJECT INDEX 645
