According to Whom? vii
Foreword ix
Preface xi
Introduction 1
A Typical Situation 1
Serious Performance Consulting 2
Characteristics of a Serious Performance Consultant 7
Looking Ahead 7
Introduction Highlights 8
Part One: The NuPlant Case Study 9
1. Welcome to NuPlant 11
The Bequest 11
Responding to the Request 12
Chapter 1 Highlights 13
2. Performance Analysis Framework and Process 15
Applying the Anatomy of Performance Framework 16
The Anatomy of Performance 17
Making a Diagnosis 33
Prescribing Changes 35
The Analysis Process 35
Chapter 2 Highlights 37
3. The NuPlant Case Study 39
Phase I: Desired Results Determined and Project Defined 39
Phase II: Barriers Determined and Changes Specified 45
Summary of Bert’s Findings 59
Final Report Postscript 74
Chapter 3 Highlights 75
4. Case Study Debrief 77
NuPlant Project Review 77
Top 10 Reasons Why the NuPlant Project is My Favorite 81
A Critique of the NuPlant Project 82
Project Generalizations 82
Scalability of Models 84
The Anatomy of Performance and Culture 87
The Anatomy of Performance and Leadership 89
Wrapping up the Case Study 91
Chapter 4 Highlights 92
Part Two: The Craft of Serious Performance Consulting 93
5. Performance Analysis and the Internal Consultant 95
Serious Performance Consulting on the Inside 95
The Organizational Reality of the Internal Performance Consultant 95
Dealing with Organizational Realities as an Internal Consultant 98
Tools to Assist the Internal Performance Consultant 98
Internal Performance Consulting; An Example 113
Chapter 5 Highlights 116
6. A Path to Becoming a Performance Consultant 117
Dimensions of Serious Performance Consulting Capability 117
Building Your Serious Performance Consulting Capability 119
The Path Forward 131
How About You? 131
Chapter 6 Highlights 133
Appendix A: NuPlant Project Findings 135
Appendix B: NuPlant Project Recommendations 151
Glossary 163
References 169
Additional Resources 171
Dr. Geary A. Rummler is the founding Partner of the Performance Design Lab. Prior to founding the Performance Design Lab, Geary was the founding partner of The Rummler-Brache Group. Dr. Rummler was a pioneer in the application of instructional and performance technologies to organizations and brings this experience to the issue of organization effectiveness. His clients in the private sector have included the sales, service and manufacturing functions of the aircraft, automobile, steel, food, rubber, office equipment, pharmaceutical, telecommunications, chemical and petroleum industries; as well as the retail banking, and airline industries. He has also worked with such federal agencies as IRS, SSA, HUD, GAO and DOT. Dr. Rummler's research and consulting have taken him to Europe, Japan, Korea, Malaysia, China and Mexico.
"Before there was 'lean,' before there was TQM, before there was knowledge management, and before there were any one-minute cures, there was Geary Rummler preaching and practicing performance technology. With Serious Performance Consulting According to Rummler, we see how important this technology can be in the right hands." ?Ron Zemke, certified performance technologist, senior editor of Training magazine, and coauthor of Service Magic: The Art of Amazing Your Customers "The idea behind Serious Performance Consulting According to Rummler is as simple as it is brilliant: Take a successful project and let the reader follow the performance consultant through the project. Geary Rummler tops it off with a play-by-play commentary in which he explains the consultant's reasoning and offers the reader the benefit of his experience." ?Klaus Wittkuhn, certified performance technologist and management consultant, Germany and South Africa "No smoke, no mirrors, no double-talk. This is much more than a how-to book; it's a professional development plan for any performance consultant who wants to master the craft." ?John Cone, former chief learning officer, Dell Computer, and consultant in organizational learning "Rummler shares a wealth of practical, down-to-earth lessons based on more than 35 years of experience. This is a book to be treasured by novice performance consultants and old pros alike." ?Pat McMahon, certified performance technologist and Six Sigma black belt, Sun Microsystems "The contrast Rummler draws between performance consulting 'lite' and serious performance consulting captures the reality we face and shows the way to do it right." ?Dale M. Brethower, professor emeritus, Western Michigan University, and senior consultant, Performance-Based Systems, LLC "This in-depth look at the real work involved in performance consulting will help you determine if you have the 'right stuff' to be a serious performance consultant." ?Debbie Titus, certified performance technologist and managing HR business partner, The Williams Companies "Based on science and practice, this book is the one to have." ?Roger Kaufman, certified performance technologist, professor emeritus at Florida State University, and director of Roger Kaufman & Associates "Rummler articulates a model that sets the standard for both the internal and external organizational performance specialist." ?A. William Wiggenhorn, former president, Motorola University
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