Geary A. Rummler - Improving Performance: How to Manage the White Space in the Organization Chart

Copyright 2013 by John Wiley & Sons, Inc. All rights reserved.

Jacket design by Jeff Puda.

Published by Jossey-Bass

A Wiley Imprint

One Montgomery Street, Suite 1200, San Francisco, CA 94104-4594www.josseybass.com

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the Web at www.copyright.com. Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages. Readers should be aware that Internet Web sites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read.

Jossey-Bass books and products are available through most bookstores. To contact Jossey-Bass directly call our Customer Care Department within the U.S. at 800-956-7739, outside the U.S. at 317-572-3986, or fax 317-572-4002.

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

Library of Congress Cataloging-in-Publication Data

Rummler, Geary A.

Improving performance : how to manage the white space on the organization chart / Geary A. Rummler, Alan P. Brache. Updated ed., 3rd ed.

p. cm.

Includes index.

ISBN 978-1-118-14370-4 (cloth); ISBN 978-1-118-22559-2 (ebk.); ISBN 978-1-118-23902-5 (ebk.); ISBN 978-1-118-26367-9 (ebk.)

1. Industrial productivity. 2. Performance. 3. Organizational effectiveness. I. Brache, Alan P., 1950 II. Title.

HD56.R86 2013

658.4'02dc23

2012030713

LIST OF FIGURES AND TABLES

Traditional (Vertical) View of an Organization

The Silo Phenomenon

Systems (Horizontal) View of an Organization

An Organization as an Adaptive System

The Super-System of Computec, Inc.

The Organization Level of Performance

The Process Level of Performance

The Job/Performer Level of Performance

Layers of Organization Systems in an Automobile Company

Computec, Inc., Organization Chart

Relationship Map for Computec, Inc.

Computec Order Filling: An IS Process Map

Computec Order Filling: A SHOULD Process Map

Selected Process Subgoals for Computecs Order-Filling Process

The Human Performance System

Hierarchy of Performance Goal Setting

Factors Affecting the Human Performance System

The Impact of Strategy on the Components of an Organization System

Top Managements Role in a Performance Improvement Effort

The Three Levels Performance Improvement Process

PCI Relationship Map

PCI Claim-Handling Process

Phase 1 Steps

Determinants of Full, Partial, or No Facilitation

Sample Process

Components of a Standard PRM

Sample Chart

Sample Chart with Process Box

Sample Chart with Upstream and Downstream Processes

Sample Chart with Input and Output Arrows

PRM Example 1

PRM Example 2

Sample General FRM Template

Sample Specific FRM Template

FRM Example 1

FRM Example 2 (General FRM)

FRM Example 3 (Specific FRM)

The Ten Core Steps of Phase 2

Cross-Functional Process Map Template

Cross-Functional Process Map Labeled

Cross-Functional Process Map with Subprocesses

Cross-Functional Process Map: Steps

Cross-Functional Process Map: Output

Cross-Functional Process Map: Output, cont.

Mapping Conventions

Example: SHOULD Design Specifications

Remote Job Entry

Centralized Front End

Vendor Option

Sample Macro Process Blocks

Macro Process Blocks with Outputs, Output Requirements, and Assumptions

Linear Process Map with Outputs, Requirements, and Assumptions

High-Level View, Cross-Functional Process Map of Major Process Steps

Example: Measures Chain

Sample Steps for Completing the Cross-Functional Role/Responsibility Matrix

A Model for Troubleshooting or Designing an Effective Human Performance System

Example: Readiness and Disruption Matrix

Example: Readiness and Disruption Matrix Highlighting Clusters

Example: Completed Implementation Strategy Matrix

Measuring the Three Levels of Performance Within the Organization System

Computec Product Development and Introduction: SHOULD Process Map and Sample Goals

Output Measures

Computec Product Development and Introduction: SHOULD Process Map and Sample Functional Goals

A Three Levels Performance Measurement/Management System

Performance Management System

Components of an Organization Performance Management System

The Rummler-Brache Process Improvement and Management Methodology

Managing the Organization as a System

Ace Copiers, Inc., Original Organization Chart

Ace Copiers, Inc., IS Relationship Map and Disconnects

Ace Copiers Product Development: Partial SHOULD Process Map

New Ace Copiers Organization Chart

Ace Copiers SHOULD Relationship Map

The Vacuum View of Performance

Two Approaches to Training-Needs Analysis

Four Types of Evaluation

Model of a Performance-Focused Training Function

The Nine Performance Variables

The Nine Performance Variables with Questions

Examples of Business Processes

Selected Functional Goals Based on Computec Order-Filling Process Goals

Role/Responsibility Matrix for Finance Function and Customer Order Process

Strategys Position in the Nine Performance Variables

PCI Organization Analysis and Improvement Worksheet

PCI Process Analysis and Improvement Worksheet

PCI Claims Supervisor Job Model

PCI Job Analysis Worksheet

PCI Performance System Design Worksheet

Significance of Related Processes

Project Goals Example 1

Project Goals Example 2

Example of a Partial Process Inventory

Example: Project Plan

Example: Order Fulfillment Process Disconnect List

Output Specifications

Input Specifications

Process Specifications