绩效果理（英文版）

TableofContentsPreface......................................ixChapter1ABriefHistoryofPerformanceMeasurement.........11.1DevelopmentoftheProductivityConcept................11.2FromProductivitytoPerformance....................3Chapter2ThePurpose,Psychology,andPerilsofPerformanceMeasurement..................................72.1WhyMeasurePerformance?.......................72.2PsychologicalEffectsofPerformanceMeasurement..........122.3PerformanceMeasuresCanBeWrong..................14Chapter3ThePerformanceMeasurementSystemAsPartofaManagementSystem..............................173.1AMeasurement-BasedManagementSystem..............173.2StrategicPlanningandAlignment....................193.3BusinessProcesses............................233.4Benchmarking..............................253.5Day-to-dayBusinessManagement....................263.6Self-assessment..............................283.7ImprovementToolbox..........................29Chapter4PerformanceMeasurementSystemDesign...........354.1RequirementsforModernPerformanceMeasurementSystems.....354.2PerformanceMeasurementSystemDesignStrategy...........374.3ThePerformanceMeasurementSystemDesignProcess........414.4PerformanceMeasurementSystemDesignCaseStudy—People’sBank&Insurance,InternalITInfrastructureManagement(PBI,I3M)..48vChapter5Step1:UnderstandingandMappingBusinessStructuresandProcesses..................................495.1ClarificationoftheOrganization’sStrategy...............505.2StakeholderAnalysis...........................505.3BusinessProcessIdentification.....................565.4BusinessProcessMappingandDocumentation.............585.5BusinessStructureandProcessUnderstandingandMappinginPBI,I3M..................................61Chapter6Step2:DevelopingBusinessPerformancePriorities......676.1QuantifyingtheStakeholders’PerformanceRequirements.......676.2StrategicPerformanceRequirements...................706.3IntegratingtheDifferentPerformanceRequirements..........726.4DevelopingBusinessPerformancePrioritiesinPBI,I3M........76Chapter7Step3:UnderstandingtheCurrentPerformanceMeasurementSystem..............................817.1ObtainanOverviewoftheCurrentPerformanceMeasurementSystem...........................817.2AnalyzeWhetherPartsoftheExistingSystemInfrastructureCanBeReused...............................837.3ReviewtheExistingPerformanceIndicators..............847.4UnderstandingtheCurrentPerformanceMeasurementSystematPBI,I3M.................................85Chapter8Step4:DevelopingPerformanceIndicators..........878.1StepsforDevelopingPerformanceIndicators..............878.2ControlLimitsandTargetValues....................888.3DifferentDimensionsofPerformance..................89“Hard”versus“Soft”Measures.....................90FinancialversusNonfinancialMeasures.................90ResultversusProcessMeasures.....................92MeasuresDefinedAccordingtoPurpose................928.4PerformanceIndicatorsforBusinessProcessesandtheSupplyChain................................938.5PrimaryProcesses............................958.6SecondaryProcesses...........................968.7DevelopmentProcesses.........................978.8OrganizationwideCharacteristics....................98ExternalEnvironment..........................98Ethics...................................1008.9Stakeholders...............................1028.10TheSupplyChain............................103viTableofContents8.11RelatedConcepts............................104TheBalancedScorecardApproach...................105PerformanceIndicatorsintheNewEconomy..............1068.12DevelopingPerformanceIndicatorsinPBI,I3M............108Chapter9Step5:DecidingHowtoCollecttheRequiredData......1119.1DataAvailability,Cost,andAccuracy..................1129.2ActualDataCollection..........................1149.3ManualorElectronicPerformanceMeasurementSystems.......1159.4DataCollectionFrequencyandMeasurementPeriod..........1179.5DataCollectionResponsibility,DataStorage,andDataSecurity....1199.6DecidingontheDataCollectionApproachinPBI,I3M.........120Chapter10Step6:DesigningReportingandPerformanceDataPresentationFormats..............................12310.1PaperorScreen.............................12310.2PredefinedorCustomizableReports..................12510.3UserAccesstoandOpennessofPerformanceData..........12610.4InstrumentPanelDesign........................12810.5DevelopingthePerformanceDataPresentationFormatinPBI,I3M.................................131Chapter11Step7:TestingandAdjustingthePerformanceMeasurementSystem..............................13511.1IssuesforTesting............................13611.2ExecutingtheTesting..........................13711.3ImplementingChangesBasedontheTestResults...........14011.4TestingthePrototypePerformanceMeasurementSysteminPBI,I3M.................................141Chapter12Step8:ImplementingthePerformanceMeasurementSystem..............................14512.1InstallingandLaunchingthePerformanceMeasurementSystem...14612.2TrainingintheUseoftheSystem...................14812.3Post-ImplementationSuppor