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) servive.