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Performance Consulting, 3rd Edition

Book Description

NEW EDITION, REVISED AND UPDATED
In America, organizations spend $175 billion in training initiatives and more than $500 billion in human resource solutions every year yet often have little to show for it. One reason is that people “jump to solutions” before they identify the causes of the problem. Performance consultants are effective because they partner with clients to clarify business goals and determine root causes for gaps between desired and current results. Only then are specific solutions agreed upon and implemented.

This third edition of the classic book that introduced performance consulting adds a wealth of new material. There are new case examples throughout and four new chapters providing detailed steps for measuring results from performance consulting initiatives on five different levels, including ROI. The book includes a never-before-published Alignment and Measurement Model, allowing you to connect organizational needs and performance consulting initiatives designed to address those needs with the appropriate level of measurement.

This remains a profoundly practical book, featuring tools, models, and checklists. It will enable you to make a difference in your organization that is valued, measurable, and sustainable.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Contents
  6. List of Figures
  7. List of Tables
  8. Preface
  9. Introduction: Stop Jumping to Solutions and Make Performance Your Business!
    1. What Is the Alternative?
    2. Performance Consulting Process
    3. The Proof
  10. 1 Performance Consulting: The Process
    1. Types of Work
    2. Our Partners in the Performance Consulting Process
    3. The Performance Consulting Process
    4. Performance Consulting Pointers
  11. 2 Performance Consulting: The Mental Model and Logic
    1. The Need Hierarchy
    2. The SHOULD-IS-CAUSE Logic
    3. Gaps Map: Here’s How It’s Done
    4. Performance Consulting Pointers
  12. FIRST PHASE: Identify Strategic Opportunities
    1. 3 Build Client Partnerships
      1. Access
      2. Credibility
      3. Trust
      4. Performance Consulting Pointers
    2. 4 Identify Strategic Opportunities Reactively
      1. Reframing—What Is It?
      2. Core Practices to Use in Reframing Discussions
      3. Reframing Requests: Here’s How It’s Done
      4. Performance Consulting Pointers
    3. 5 Identify Strategic Opportunities Proactively
      1. Triggers for Working Proactively
      2. The Proactive Discussion
      3. Conducting Proactive Discussions: Here’s How It’s Done
      4. Performance Consulting Pointers
  13. SECOND PHASE: Assess Business and Performance Needs
    1. 6 Define the SHOULDs
      1. Defining Business SHOULDs
      2. Defining Performance SHOULDs
      3. Collecting Data
      4. Defining Organizational SHOULDS
      5. Building Performance Models: Here’s How It’s Done
      6. Shortcuts for Forming a Performance or Competency Model
      7. Performance Consulting Pointers
    2. 7 Assess the IS
      1. Business IS
      2. Performance IS
      3. Data Sources
      4. IS Assessment: Here’s How It’s Done
      5. Shortcuts for Doing an IS Assessment
      6. Performance Consulting Pointers
    3. 8 Identify CAUSEs and Select Solutions
      1. Identifying Root Causes, Not Symptoms
      2. Designing CAUSE Assessments
      3. Reporting Results
      4. Interpreting Data
      5. CAUSE Analysis: Here’s How It’s Done
      6. Shortcuts for Obtaining CAUSE Data
      7. Performance Consulting Pointers
  14. THIRD PHASE: Implement and Measure Solutions
    1. 9 Alignment and Measurement Model
      1. Client Preferences for Measurement Information
      2. Alignment and Measurement Model
      3. Alignment and Measurement Logic
      4. Alignment and Measurement Model: Here’s How It’s Done
      5. Performance Consulting Pointers
    2. 10 Develop and Implement the Measurement Plan
      1. Guidelines for Effective Measurement
      2. Measurement Data as Diagnostic Data
      3. Measurement Objectives and Plans: The What, How, Who and When
      4. The Use of Technology
      5. Measuring Results: Here’s How It’s Done
      6. Shortcuts for Measuring Results
      7. Performance Consulting Pointers
    3. 11 Determine Return on Investment (ROI)
      1. Methods of Isolating the Effects of the Solution
      2. Converting Data to Monetary Values
      3. Determining Monetary Value of a Unit of Measure
      4. Identifying Intangible Benefits
      5. Determining Costs of a Performance Consulting Initiative
      6. Calculating ROI Measures
      7. Shortcuts to Determining the ROI
      8. Performance Consulting Pointers
  15. FOURTH PHASE: Report and Sustain Results
    1. 12 Report Results and Develop Plans for Sustaining Results
      1. Preparing for the Meeting
      2. Conducting the Meeting
      3. Sustaining Performance, Organizational, and Business Results
      4. Knowing When to Actively Reengage
      5. Shortcuts for Reporting Results
      6. Performance Consulting Pointers
  16. Conclusion: Commit Now to Make Performance Your Business
  17. Performance Consulting and Measurement Toolkit
  18. Glossary
  19. References
  20. Index
  21. About the Authors