| Acknowledgments |
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vii | |
| Prologue: The GPS Story |
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ix | |
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PART I Engaged Team Performance, What and Why |
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1 | (160) |
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Chapter 1 Engaged Team Performance at a Glance |
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3 | (6) |
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Chapter 2 "As the Pendulum Swings"---A Brief History of Adventures in Business Improvement |
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|
9 | (16) |
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Chapter 3 From the Outside In: Understanding the Customer Experience |
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25 | (6) |
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Chapter 4 Individual Goals: What You Measure Is What You Get |
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31 | (14) |
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Chapter 5 Is It Process or Performance? Both! |
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45 | (16) |
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Chapter 6 Changing Process: The GPS Story and the Power of Lean Six Sigma |
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61 | (16) |
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Chapter 7 Power to the People: Facilitation and the Cycle of Change |
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77 | (20) |
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Chapter 8 The Right Performance Metrics: Effectiveness and Efficiency |
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97 | (20) |
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117 | (12) |
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Chapter 10 The Fluid Organization of the Future: Making the Transformation to ETP |
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129 | (14) |
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Chapter 11 Expectations, Rewards, and the Motivation to Excel |
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143 | (10) |
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Chapter 12 The New Age of Collaboration: New Paradigms in Organization and Competition |
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153 | (8) |
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PART II Deploying Engaged Team Performance within Your Organization |
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161 | (26) |
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Chapter 13 Eight Steps to Deploying Engaged Team Performance in Your Organization |
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163 | (24) |
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PART III The Path Forward |
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187 | (30) |
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Chapter 14 The Role of Senior Leadership in Enabling Engaged Team Performance |
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189 | (22) |
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Chapter 15 Breakthrough: The Future of Engaged Team Performance |
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211 | (6) |
| Appendix: The GPS Case Study |
|
217 | (38) |
| Bibliography |
|
255 | (4) |
| Index |
|
259 | |