1 The Case for Strategic Performance Management

Executive summary
Context and challenges
Strategic attributes
Strategy differentiators
Overview and practitioner guidelines

2 Optimizing Organizational Alignment

Executive summary
Context
Case report - Colina Insurance: Overcoming misalignment
Strategic alignment
The three faces of scorecard alignment

Case report - Ares Serono: Alignment to five-point strategy
Organizational alignment
Case report - Universal Music Group: Aligning business and HR strategy
Aligning the organization for scorecard development

Building executive alignment for scorecard development

Assessing the state of executive alignment
Gaining executive commitment
Case report - TransCanada Pipelines Ltd: Convincing the executive leadership team
Driving commitment down and across the organization

Using performance measures to create organizational alignment

Effective communications
Using compensation to drive alignment

Overview and practitioner guidelines

• Case study: General Motors Europe
• Case study: Xerox Europe

3 Building Performance Excellence

Executive summary
Context
Defining high performance capabilities

Case report - Ubisa: The mini-company structure
Key elements of high performance

Frameworks for performance excellence

Performance framework elements
Case report - Volvo Cars, Gent: Business excellence, TPM and teamworking

High performance cultures

Case report - The Miller Brewing Company: Self-directed team structure
Culture initiatives and models

Measuring high performance

Three approaches to linkages
Case report- BP Amoco Chemicals: Integrated performance management and the scorecard

Overview and practitioner guidelines

• Case study: Armstrong World Industries Building Products Operations
• Case study: Inktomi

4 Building Strategic Leadership

Executive summary
Context
Attributes of strategic leadership

Delivering strategic leadership
Case report - BBC Worldwide: Leadership vision and building blocks

Cascading leadership

Case report - Wainwright Industries: Enabling and cascading leadership
Approaches to enabling leadership

Importance of management processes

Approaches to management processes
Case report - Eastern Group: Integrating the management process

Evaluating strategic leadership

Case report - Federal Express and Cisco Systems: Personal leadership effectiveness

Overview and practitioner guidelines

• Case study: BAE Military Aircraft and Aerostructures/BAE Systems
• Case study: Cisco Systems Europe, Middle East and Africa

5 Aligning People Processes to Business Performance

Executive summary
Context
Building understanding and commitment

Approaches to building understanding
Case report - BT Northern Ireland: Pulling understanding and performance together

Strengthening performance management

Approaches to performance and performance management

Using levers and reinforcers

Approaches to leveraging human resources
Case report - Baxter Healthcare, Ernst & Young: Work-life initiatives as reinforcers

Using measurement to focus people

Approaches to human resources measurement
Case report - Elais SA: Employee well-being and satisfaction

Overview and practitioner guidelines

• Case study: NatWest Insurance Services
• Case study: Yellow Pages

6 Managing and Measuring Process Excellence

Executive summary
Context
World-class process models

Case report - General Electric: Six Sigma as a strategic weapon

Building and managing process capability

Approaches to building process capability

Executing process improvement and breakthroughs

Case report - Sollac: Transforming the business through process excellence

Measuring and evaluating process effectiveness

Approaches to process measurement

Overview and practitioner guidelines

• Case study: Lucent Technologies Global Financial Services
• Case study: ST Microelectronics

7 Technology and the Extended Enterprise

Executive summary
Context
Using technology and information

Deploying technology and information
Case report - BC Rail: Developing the electronic scorecard

The impacts of virtual operations

Approaches to the virtual enterprise
Case report - OXiGENE Inc: A virtual organization

Extending the enterprise

Case report - Elais SA: Enabling stakeholder partnerships

Impacts on strategic performance management
Overview and practitioner guidelines

• Case study: BT Worldwide
• Case study: Whitbread Beer Company

8 Challenges of Strategic Performance Management

Executive summary
Context
Rationalizing performance management
Building understanding
Defining and deploying measures
Overview - the executive issue

Appendix: Listings
References
Index