Contents
Chapter 1: Performance and the Role of Measurement
1.5 Present success and future sustainability
1.6 How is performance delivered?
1.7 The roles of a performance measurement system
1.9 The role of management and leadership
Chapter 2: Practical Tools for Measuring Performance
2.2 Elements of a performance measurement system
2.5 Objectives and success maps
Chapter 3: Designing the System
3.4 How is this done in practice?
3.6 Developing the success map
Chapter 4: Managing Implementation
4.3 Why does implementation succeed or fail?
4.5 Steps to successful implementation
Chapter 5: Assessing and Managing Change
5.3 Assessing resistance to change