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PART II Improving Performance
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PART II Improving Performance
by Stewart LIFF
Improving the Performance of Government Employees
Cover Page
Title Page
Copyright Page
Dedication
Contents
Acknowledgments
PART I Systems Thinking
Chapter 1 Overview
The Government Performance and Results Act (GPRA)
Why Is It So Difficult to Manage Performance in the Government?
What Can Be Done to Improve Performance in Government?
Chapter 2 Organizational Systems
The OSD Model
You Can Influence Design
A Detailed Explanation of the OSD Components
Design Choices: Where the Manager Really Makes a Difference
PART II Improving Performance
Chapter 3 Streamline Your Business Processes: The Technical System
Conducting a Thorough Review and Redesign of Your Technical Systems
A Simplified Approach to Business Process Reengineering
Improving Your Processes Without Going Through a Major Redesign Effort
Ensuring That Employees Have the Knowledge and Tools They Need to Do Their Job
Physical Arrangements
Technology
Chapter 4 Reorganize the Activities That Affect Performance: The Structural System
Overall Structure for an Entire Organization
A Word About Contracting Out Work
The Local Structure
Other Factors to Consider
Chapter 5 Using Metrics to Track and Improve Performance: The Decision-Making and Information Systems
What to Measure
Capturing the Information
Making Sense of the Information
Sharing Information
Chapter 6 Recruitment, Selection, and Development: The People System
Recruitment and Selection
Orientation and Training
Developing Your Supervisors
Chapter 7 Managing Performance and Accountability
The Performance Appraisal System
Writing Performance Standards
Chapter 8 Follow-Up on Accountability: Administering the Appraisal System
Managing the Individual Employee
Managing the Performance of Your Group
Dealing with Poor Performers
A Note About the Supervisors
Chapter 9 The Rewards and Recognition and Renewal Systems
Design and Alignment
Implementation
Renewal
Innovation and Creativity
Chapter 10 Examples of Improving Performance
A Claims Processing Activity
A Vocational Rehabilitation and Employment (VR&E) Division
A Home Loan Guaranty Program
A Human Resources Management (HRM) Service
Notes
Index
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Chapter 2 Organizational Systems
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Chapter 3 Streamline Your Business Processes: The Technical System
PART
2
Improving Performance
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