Process Improvement & Performance Management Made Simple

Can you get rapid results and still be effective? Where do you begin and what techniques should you use? What have others done and what were their lessons learned?Andrew Muras and Glenn Goodnight answer these questions and many more based on years of experience in implementing and teaching at both commercial and government organizations. Filled with case studies, this book highlights techniques that are effective in the real world. Whether practitioner, manager or executive, youre sure to gain the insights needed for program success.I find their approach to foundational aspects both structurally sound and engagingand critical for sustaining cost and quality performance improvements. Dr. Penny Weller, Hackett GroupFastTrack is easy to use, easy to understand, and easy to communicate. Billie Gayle Lewis, LSS BlackbeltIve been working with Andrew and Glenn for many years their workshops and trainings are typically our best attended and highest rated events. Guy Clayton, Director, IQPCTable of ContentsChapter 1: The FastTrack Approach for Rapid, Cost Effective ImplementationsChapter 2: Shared ServicesChapter 3: Chargebacks, Service Level Agreements and Service CataloguesChapter 4: Information TechnologyChapter 5: Product & Customer ProfitabilityChapter 6: Capacity AnalysisChapter 7: Performance Management, Metrics and Scorecards Chapter 8: Enterprise Wide Implementations Chapter 9: BenchmarkingChapter 10: OutsourcingChapter 11: GovernmentChapter 12: Business Transformation: Linking ABC/M with Lean and Six Sigma