D. Keith Denton - Empowering intranets to implement strategy, build teamwork, and manage change

Illustrations

ix

Acknowledgment

xi

Introduction

xiii

The Purpose of Information Technology

1

Finding Your Focal Points

11

The Untapped Potential

25

The First Critical Thing

45

How to Clarify Your Purpose

63

The Second Critical Thing: Directions and Destination

73

The Last Critical Thing: Tracking Changes in the First Critical Two

87

Measuring Relevant Things

99

Prioritizing Critical Measures

115

High-Impact Visual Feedback: The Power to Change

129

CIVID3 Motion Pictures: Creating Real-Time Feedback

139

The Nuts and Bolts of Box Graphs

157

Beta Testing Products and People: Lessons Learned

187

Statistics, Phase Planes, and Other Neat Stuff

199

A Case Study: Building a Foundation for Success

215

CIVID3: A Step-by-Step Approach

235

Appendix 1

255

Appendix 2

259

Index

263

Figure 2.1

Integrating Information: Using Box Graphs

15

Figure 3.1

Airplane Intranet Console

30

Figure 3.2

Box Graphs

34

Figure 3.3

Management-by-Exception Console

41

Figure 3.4

Variable or Cluster Graph

42

Figure 4.1

Potential Interactions

49

Figure 5.1

Activities Profile

69

Figure 5.2

Attitudes Profile

70

Figure 6.1

Ideal Navigational Pyramid

77

Figure 6.2

Real Navigational Pyramid

79

Figure 6.3

Navigational Pyramid after Intervention

82

Table 7.1

Calculating Differences in Customer Service Scores

89

Figure 7.1

Customer Satisfaction Activities Profile

92

Figure 7.2

Continual Improvement Activities Profile

95

Figure 11.1

Activities Profile

147

Figure 11.2

Scenarios Profile

149

Figure 11.3

Individuals as Airplanes

151

Figure 11.4

Group Averages as Airplanes

151

Table 12.1

Differences Customer Survey Worksheet

159

Figure 12.1

Converting Differences to Box Graphs (Team 2)

161