Includes bibliographical references (p. 215-217) and index

The Challenges Facing American Business -- A Framework for Improving Performance -- Viewing Organizations as Systems -- Three Levels of Performance: Organizations, Process, and Job/Performer -- Exploring the Three Levels of Performance -- The Organization Level of Performance -- The Process Level of Performance -- The Job/Performer Level of Performance -- Applying the Three Levels of Performance -- Linking Performance to Strategy -- Moving from Annual Programs to Sustained Performance Improvement -- Diagnosing and Improving Performance: A Case Study -- Redesigning Processes -- Overcoming the Seven Deadly Sins of Process Improvement -- Measuring Performance_ and Designing a Performance Management System -- Managing Processes and Organizations as Systems -- Designing an Organization Structure that Works -- Creating a_ Performance-Based Human Resource Development Function -- Developing an Action Plan for Performance Improvement

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