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Fundamentals of Performance Improvement: A Guide to Improving People, Process, and Performance, 3rd Edition by Joan C. Dessinger, James L. Moseley, Darlene Van Tiem

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Case Study 1.3

Reducing Municipal Strife Through Engagement

Topic: Performance Improvement/HPT Model

Steven J. Kelly, M.A., CPT, KNO Worldwide, Bratislava, Slovak Republic, Europe

Background

The client, a municipality of about 250,000, is located in Northwest United States. It has a workforce of just over one thousand employees, with the bulk of them involved with public safety, fire protection, and public works. The city has an elected mayor and city council for governance, which employs a professional city manager as an executive officer to oversee implementation of the council priorities and administer the department citizen services and municipal laws. At this time the city had only recently transitioned into having a city manager. Most ...

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