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Index
Cover
Table of Contents
Title
Copyright
TABLES, FIGURES, EXHIBITS, AND WORKSHEETS
FOREWORD
PREFACE
Organization of the Book
Acknowledgments
ABOUT THE AUTHOR
CHAPTER 1: Purpose of Assessment
Assessment User Groups
External Assessment User Groups
Internal Assessment User Groups
Summary
CHAPTER 2: Organizations as Systems
Systems Thinking
Internal System Elements
Summary
CHAPTER 3: Organizations as System
External System Elements
Summary
CHAPTER 4: Assessment Methods and Terminology
Measurement
Evaluation
Data Collection
Dissemination of Assessment Findings
Summary
CHAPTER 5: Defining and Measuring Organizational Performance
Areas of Organizational Performance
Effectiveness
Productivity
Quality
Customer and Stakeholder Satisfaction
Efficiency
Innovation
Financial Durability
Critical Success Factors
Assessment Users’ Preferred Areas of Organizational Performance
Interrelationships in Organizational Performance
Summary
CHAPTER 6: Creating and Maintaining Assessment Programs
Building Assessment Programs
Deploying Assessment Programs
Assessing Assessment Programs
Summary
GLOSSARY
REFERENCES
INDEX
End User License Agreement
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