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Index
Copyright Contents Preface INTRODUCTION Selection of tools and practices Scope of reviews Context for reviews Generic success factors How to use this book Conclusions Part I Strategic Planning 1 MISSION STATEMENTS
What is this practice and how effective is it?
Businesses and great relationships Shareholder value A noble purpose at Whole Foods What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Too many leaders think they are visionaries Rethinking rewards at BP Conclusions 2 STRATEGIC PLANNING
What is this practice and how effective is it?
Opening up the planning process at HCL Technologies What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Clearly articulating your strategy is crucial Consider using discovery-driven planning Conclusions 3 STRETCH GOALS
What is this practice and how effective is it?
Setting aspirational goals at an Asian telecom company What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Stretch at General Electric Conclusions 4 BALANCED SCORECARD
What is this practice and how effective is it?
The five common traits of the balanced scorecard The balanced scorecard can also be an inhibitor of innovation What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Don’t rely on strategy maps before they can be tested Conclusions 5 DYNAMIC RESOURCE MANAGEMENT
What is this practice and how effective is it?
Why is the quality of decision making so poor? What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Gary Hamel on resource allocations Thorough analysis and decision making at Toyota Encourage managers to be open and honest about risk and uncertainty Conclusions 6 ENTERPRISE RISK MANAGEMENT
What is this practice and how effective is it?
The dangers noted in The Risk Management of Everything What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Understand the risks embedded in management systems Conclusions 7 KNOWLEDGE MANAGEMENT
What is this practice and how effective is it?
Four levels of knowledge Learning is about work, work is about learning The impact of social networking What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Invest in helping people use, rather than search for, knowledge Conclusions 8 BENCHMARKING
What is this practice and how effective is it?
Benchmarking at Hilton Hotels What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Beware of superstitious learning Data quality matters Conclusions 9 SUSTAINABILITY
What is this practice and how effective is it?
Focusing on social issues can be a challenging and disruptive process General Electric has finally come off the sustainability fence What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions Part II Shareholder and Customer Value 10 INTANGIBLE ASSETS
What is this practice and how effective is it?
Valuing intangibles in aggregate What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 11 ECONOMIC VALUE ADDED
What is this practice and how effective is it?
EVA at Diageo EVA Momentum What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 12 KEY VALUE DRIVERS
What is this practice and how effective is it?
The four rules of value creation What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Some organizations use analytics to identify key drivers Conclusions 13 REVENUE GROWTH ANALYSIS
What is this practice and how effective is it?
Using a more analytical approach Using an SRS at Alcoa What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 14 CUSTOMER VALUE PROPOSITION
What is this practice and how effective is it?
How do you define customer value? What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 15 CUSTOMER RELATIONSHIP MANAGEMENT
What is this practice and how effective is it?
The flawed logic in CRM systems What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 16 STRATEGIC AND PROFITABLE CUSTOMERS
What is this practice and how effective is it?
What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 17 LOYALTY MANAGEMENT
What is this practice and how effective is it?
The flaws in customer satisfaction surveys New measures of loyalty What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions Part III Lean Cost Management 18 TOTAL QUALITY MANAGEMENT
What is this practice and how effective is it?
Traditional U.K. and U.S. approaches to quality management What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 19 ACTIVITY-BASED COSTING
What is this practice and how effective is it?
An ABC revival What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 20 BUSINESS PROCESS REENGINEERING
What is this practice and how effective is it?
“Staple yourself to an order” What is the performance potential of this practice? Be wary of placing too much emphasis on IT What actions do you need to take to maximize the potential of this practice? Conclusions 21 LEAN MANUFACTURING
What is this practice and how effective is it?
The Toyota Production System is based on five key ideas What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Make decisions slowly Conclusions 22 LEAN SERVICES
What is this practice and how effective is it?
The six principles of value stream mapping Lean services at Fujitsu What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 23 SIX SIGMA
What is this practice and how effective is it?
The six sigma program What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 24 TARGET COSTING
What is this practice and how effective is it?
Target costing at Olympus What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 25 LEAN ACCOUNTING
What is this practice and how effective is it?
The Wiremold case What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 26 SHARED SERVICES
What is this practice and how effective is it?
An internal market at Handelsbanken What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Choose the right charge-back model Conclusions 27 OUTSOURCING AND OFFSHORING
What is this practice and how effective is it?
Outsourcing at General Electric What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Build a strategic partnership with the outsourcing provider Conclusions 28 INVESTMENT (PORTFOLIO) MANAGEMENT
What is this practice and how effective is it?
Building an investment optimization system at American Express What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Distinguish between project risk and portfolio risk Conclusions 29 EXPENSE MANAGEMENT
What is this practice and how effective is it?
How Cisco Systems cut travel expenses What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions Part IV Performance Measurement 30 ENTERPRISE RESOURCE PLANNING (ERP) SYSTEMS
What is this practice and how effective is it?
Does it matter which vendor you choose? What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 31 BUSINESS INTELLIGENCE
What is this practice and how effective is it?
Welcome to the world of business intelligence What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Avoid using BI to micromanage people Conclusions 32 KEY PERFORMANCE INDICATORS
What is this practice and how effective is it?
Which measures are important? What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 33 ROLLING FORECASTS
What is this practice and how effective is it?
Bias is a major problem What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Spend the most time on the sales forecast Conclusions 34 BUSINESS ANALYTICS
What is this practice and how effective is it?
Most standard KPI reporting systems suffer from problems What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 35 BEST-PRACTICE REPORTING
What is this practice and how effective is it?
What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Base the context for good or bad performance on relative performance rather than fixed targets Conclusions 36 OPEN BOOK MANAGEMENT
What is this practice and how effective is it?
Five key features of real transparency What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions Part V Performance Evaluation 37 PERFORMANCE APPRAISALS
What is this practice and how effective is it?
Be wary of “forced rankings” Using peer reviews at HCL Technologies What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 38 RECOGNITION AND REWARDS
What is this practice and how effective is it?
What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Think about how to use the power of recognition systems Conclusions 39 EXECUTIVE COMPENSATION
What is this practice and how effective is it?
Scrap executive bonuses, says Henry Mintzberg Do financial incentives motivate leaders to improve the value of the business? Focus on the person not the pay What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions 40 PROFIT-SHARING SCHEMES
What is this practice and how effective is it?
Groupwide profit sharing at Handelsbanken and Southwest Airlines What is the performance potential of this practice? What actions do you need to take to maximize the potential of this practice? Conclusions Notes Acknowledgments About the Authors
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