Improving Performance: How to Manage the White Space on the Organization Chart

9.8. Summary

At first blush, this process may appear to overkill the assignment. After all, Larry was just asked to update a manual. However, he took it upon himself to get at the problem that had stimulated the request. Through the Three Levels Performance Improvement Process, he identified actions that will result in a far more significant payback than what would have been realized from a better claims manual.

This entire process could certainly occupy twenty days of Larry's time. However, we have to examine the output of that twenty-day analysis and compare it to the output of twenty days of manual rewriting. We also need to acknowledge that Larry could have used shortcuts that retained the integrity of the Three Levels approach and significantly ...