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| Preface | |
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| Acknowledgments | |
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| Introduction | |
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| Key Result Indicators | |
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| Performance and Result Indicators | |
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| Key Performance Indicators | |
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| Management Models that Have a Profound Impact on KPIs | |
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| Definitions | |
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| Notes | |
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| Foundation Stones for Implementing Key Performance Indicators | |
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| Four Foundation Stones Guiding the Development and Use of KPIs | |
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| Defining Vision, Mission, and Strategy | |
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| Note | |
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| Developing and Using KPIs: A 12-Step Model | |
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| Senior Management Team Commitment | |
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| Establishing a Winning KPI Project Team | |
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| Establishing a “Just Do It” Culture and Process | |
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| Setting Up a Holistic KPI Development Strategy | |
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| Marketing the KPI System to All Employees | |
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| Identifying Organization-Wide Critical Success Factors | |
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| Recording Performance Measures in a Database | |
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| Selecting Team-Level Performance Measures | |
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| Selecting Organizational Winning KPIs | |
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| Developing the Reporting Framework at All Levels | |
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| Facilitating the Use of Winning KPIs | |
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| Refining KPIs to Maintain Their Relevance | |
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| Notes | |
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| KPI Team Resource Kit | |
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| Using This Resource Kit | |
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| Worksheet: Senior Management Team Commitment | |
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| Worksheet; Establishing a Winning KPI Team | |
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| Worksheet: Establish a "Just Do It" Culture and Process for This Project | |
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| Worksheet: Setting Up a Holistic KPI Development Strategy | |
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| Worksheet: Marketing the KPI System to All Employees | |
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| Worksheet: Identifying Organization-wide CSFs | |
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| Worksheet: Comprehensive Recording of Measures within the Database | |
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| Worksheet: Selecting Team Performance Measures | |
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| Worksheet: Selecting Organization-wide Winning KPIs | |
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| Worksheet: Developing Display, Reporting, and Review Frameworks at All Levels | |
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| Worksheet: Facilitating the Use of KPIs | |
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| Worksheet: Refining KPIs to Maintain Their Relevance | |
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| Templates for Reporting Performance Measures | |
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| Reporting Key Result Indicators in a Dashboard to the Board | |
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| Reporting Performance Measures to Management | |
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| Reporting Performance Measures to Staff | |
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| Graph Format Examples | |
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| Notes | |
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| Facilitator's Resource Kit | |
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| Remember the Fundamentals | |
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| KPI Typical Questions and Answers | |
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| Critical Success Factors Kit | |
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| Benefits of Understanding Your Organization's CSFs | |
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| Relevant Success Factors | |
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| Identifying Organization-wide Critical Success Factors | |
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| Finding the CSFs through a Relationship Mapping Process | |
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| How I Organize the Critical Success Factor Workshop | |
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| Note | |
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| Where to Look for Your Success Factors | |
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| Letter Invite from the CEO | |
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| Success Factors Workshop Planning Checklist | |
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| Workshop Instructions | |
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| Success Factor Matrix | |
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| Brainstorming Performance Measures | |
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| Implementation Variations for Small-to-Medium Enterprises and Not-for-Profit Organizations | |
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| Small-to-Medium Enterprises | |
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| Not-for-Profit Organizations | |
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| Implementation Lessons | |
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| How to Implement Winning KPIs in 16 Weeks | |
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| Notes | |
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| Epilogue: Electronic Media Available to You | |
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| Appendix: Performance Measures Database | |
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| Index | |