Title page -- CIP data -- Contents -- Figures and Tables -- Foreword -- Chapter 1 Keys to Excellence -- Introduction -- OPS: Outcomes, Performance and Structure -- Summary -- Chapter 2 Outcomes and Backwards Thinking -- Pre-Assessment -- Chapter Overview -- A Systems Approach to Organizational Problem Solving -- Backwards Thinking -- Outcome Planning: Describing What Should Be -- Outcome Evaluation -- Chapter 3 Defining Performance: Strategies for Success -- Pre-Assessment -- Chapter Overview -- Some Definitions of Terms -- Development of Strategies -- Proper Strategy Selection -- Strategy Selection -- Baldrige Criteria Suggestions and Questions -- Chapter 4 Evaluating Strategies -- Pre-Assessment -- Chapter Overview -- Creating an Operational Plan -- Staff Analysis -- Summary -- Baldrige Criteria Suggestions and Questions -- Chapter 5 Managing the Organization's Portfolio of Activities -- Pre-Assessment -- Chapter Overview -- Developing an Organizational Activity Portfolio -- Managing the Activity Portfolio -- Quadrant Analysis -- Summary -- Baldrige Criteria Suggestions and Questions -- Chapter 6 Creating the Right Structure for Organizational and Human Performance -- Pre-Assessment -- Chapter Overview -- Organizational Performance -- Functional Unit Performance -- Individual Performance -- Managing Conditions -- Managing Consequences -- Pay for Performance -- Summary -- Baldrige Criteria Suggestions and Questions -- Chapter 7 Ensuring Proper and Effective Feedback -- Pre-Assessment -- Chapter Overview -- Elements of Effective Feedback -- Summative Evaluation -- Formative Evaluation -- Summary -- Baldrige Criteria Suggestions and Questions -- End Notes -- Index.