Improving the Performance of Government Employees

A Manager's Guide

 Improving the Performance of Government Employees

Author: Stewart Liff
Pub Date: February 2011
Print Edition: $27.95
Print ISBN: 9780814416228
Page Count: 240
Format: Hardback
e-Book ISBN: 9780814416235

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Table of Contents


Acknowledgments ix

PART I Systems Thinking 1

Chapter 1 Overview 3

The Government Performance and Results Act (GPRA) 3

Why Is It So Difficult to Manage Performance in the

Government? 3

What Can Be Done to Improve Performance in Government? 14

Chapter 2 Organizational Systems 17

The OSD Model 20

You Can Influence Design 22

A Detailed Explanation of the OSD Components 24

Design Choices: Where the Manager Really Makes a Difference 34

PART II Improving Performance 39

Chapter 3 Streamline Your Business Processes: The

Technical System 41

Conducting a Thorough Review and Redesign of Your Technical

Systems 45

A Simplified Approach to Business Process Reengineering 46

Improving Your Processes Without Going Through a Major

Redesign Effort 55

Ensuring That Employees Have the Knowledge and Tools They

Need to Do Their Job 59

Physical Arrangements 64

Technology 72

Chapter 4 Reorganize the Activities That Affect

Performance: The Structural System 77

Overall Structure for an Entire Organization 81

A Word About Contracting Out Work 85

The Local Structure 88

Other Factors to Consider 91

Chapter 5 Using Metrics to Track and Improve

Performance: The Decision-Making and

Information Systems 95

What to Measure 97

Capturing the Information 100

Making Sense of the Information 104

Sharing Information 111

Chapter 6 Recruitment, Selection, and Development: The

People System 119

Recruitment and Selection 119

Orientation and Training 127

Developing Your Supervisors 134

Chapter 7 Managing Performance and Accountability 137

The Performance Appraisal System 138

Writing Performance Standards 139

Chapter 8 Follow-Up on Accountability: Administering the

Appraisal System 153

Managing the Individual Employee 154

Managing the Performance of Your Group 158

Dealing with Poor Performers 162

A Note About the Supervisors 163

Chapter 9 The Rewards and Recognition and Renewal

Systems 167

Design and Alignment 169

Implementation 176

Renewal 180

Innovation and Creativity 186

Chapter 10 Examples of Improving Performance 189

A Claims Processing Activity 190

A Vocational Rehabilitation and Employment (VR&E)

Division 196

A Home Loan Guaranty Program 203

A Human Resources Management (HRM) Service 207

Notes 215

Index 225

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