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Improving Performance: How to Manage the White Space on the Organization Chart, Third Edition by Alan P. Brache, Geary A. Rummler

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CHAPTER EIGHT

DIAGNOSING AND IMPROVING PERFORMANCE: A CASE STUDY

Medicine, to produce health, has to examine disease.

—PLUTARCH

The pharmaceutical industry has developed a host of effective medicines. Penicillin, for example, is a drug of demonstrated effectiveness. However, it probably won’t help a cataract. There’s no evidence that cortisone will do anything for a fever. Aspirin has been called a wonder drug, but it is actually harmful to someone suffering from an ulcer. Unfortunately, every effective medicine addresses only a limited number of ailments. Professional diagnosticians, called doctors, are paid to match medications with patients’ illnesses.

Similarly, there are lots of proven performance improvement “medicines” out there. Training ...

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