Similar to the arguments presented in the sister textbook, Excellence Toolkit: Building Enabling Capability, the management of sustainable performance results is quite a challenging task and must be based on a comprehensive, holistic approach to performance improvement and management. The book demonstrates that when the criteria of models of excellence are used in the right way, can support any organizational drive for excellence. The composite of key indicators of organizational performance related to finance, operations and customer satisfaction, when integrated together, can be the best predictor of how far an organization is from achieving its dream of becoming excellent. The book provides story which demonstrates that excellence is achievable and clearly shows the longitudinal perspective of identifying, deploying and optimizing the reliance on core competencies and capabilities and the net results these create in terms of performance impact. This book presents a comprehensive perspective on how results orientation can be developed by presenting performance measurement in different contexts, by demonstrating how various tools and methods can be applied and by referring to best practice examples to illustrate and demonstrate how sustainable performance for excellence is possible.
Book Edition: First Edition.
Table of Contents:
SECTION I: Excellence through quality improvement
SECTION II: Excellence through process improvement
SECTION III: Excellence through activity-based costing
SECTION IV: Excellence through customer service
SECTION V: Excellence through key performance indicator management
SECTION VI: Excellence through performance management
SECTION VII: Excellence through organizational effectiveness measurement
SECTION VIII: Excellence through customer satisfaction
SECTION IX: Excellence through performance management
SECTION X: Excellence through benchmarking
SECTION XI: Excellence through social responsibility
SECTION XII: Excellence through people
SECTION XIII: Excellence through quality improvement
SECTION XIV: Case studies