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.