| Publisher's Message |
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| Foreword |
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xiii | |
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| Editors' Preface |
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xv | |
| SECTION 1. PRODUCTIVITY --- WHERE WE STAND; THE ROAD AHEAD |
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Productivity: Why It Matters --- How It's Measured |
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Productivity Improvement --- The Closing Window of Opportunity |
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U.S. Productivity Trends and Information Sources |
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Low Productivity: Is It the Problem, or Merely a Symptom? |
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Q = P: A New Management Paradigm |
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``Big Q'' Drives Productivity |
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Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance |
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A Company Productivity Strategy for the Road Ahead |
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| SECTION 2. BASIC CONCEPTS |
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Total Quality: An International Imperative |
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The Starting Point: Company Mission |
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Integrated Performance Planning: A Major Force for Measuring and Improving Organization Performance |
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Total Quality: An Integrating Concept |
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Eleven Steps to Making a New Management Program Succeed |
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Ten Rules for Building a Measurement System |
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Driving Quality and Productivity Improvement Ahead Through Idea Generation |
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Measuring Customer Expectations and Competitive Position |
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The Family of Measures Method for Improving Organizational Performance |
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Managing According to the Golden Rule: Lincoln Electric |
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| SECTION 3. PRODUCTIVITY MEASURES AND IMPROVEMENT IN MANUFACTURING |
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The Emerging Theory of Manufacturing |
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A Brief History of Productivity Measurement |
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Plant Productivity Measures |
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Simultaneous Improvements in Cost, Quality, Delivery, and Flexibility |
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Improving Productivity by Involving Your Work Force: The Work Simplification Story |
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Standard Work in the Future |
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Measuring the Maintenance Department |
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Process Simplification Through Cycle Time Reduction |
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| SECTION 4. PRODUCTIVITY MEASURES AND IMPROVEMENT IN SERVICE INDUSTRIES |
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Productivity Perils and the New Competition in Services |
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Process Improvement and Management in Service Organizations: Managing the White Space on the Organization Chart |
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1 | (1) |
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Guidelines for Measuring Service Industry Quality |
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1 | (1) |
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The Family of Measures Method: Application in Service Industries |
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Service Quality at Federal Express: Quality = Productivity Edited from Federal Express Papers |
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The Quality Improvement Process at Florida Power & Light |
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Measurement Strategies to Exceed Customer Expectations |
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Family of Measures: A Tool for Continuous Improvement |
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Gerald L. Gass, Charlene Prince |
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Innovative Management Tools for a Changing Utility Industry |
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David W. Connell, Donald E. Bennett, Jr. |
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| SECTION 5. PRODUCTIVITY MEASURES AND IMPROVEMENT IN STAFF DEPARTMENTS |
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Strategies for Measuring and Improving White Collar Productivity |
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Process Management in Staff Departments |
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1 | (1) |
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The Family of Measures Method: Application in Staff Departments |
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1 | (1) |
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Performance Measurement in a Research Organization |
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1 | (1) |
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Measuring Productivity in R&D Organizations |
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1 | (1) |
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Improving Responsiveness in Product Development |
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Measuring Productivity and Organizational Effectiveness in Technical Organizations |
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Measuring and Improving Productivity in Marketing and Sales |
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Measuring and Improving Human Resources Management |
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Measuring Purchasing Department Performance |
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Measuring and Improving the Systems Development Process |
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Assessing the Efficiency of Information Technology: Meaningful Metrics or (MIS) Measurement |
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| SECTION 6. PRODUCTIVITY MEASURES AND IMPROVEMENT IN PROFIT CENTERS AND THE TOTAL COMPANY |
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How to Measure Company Productivity |
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Three Steps for Improving Productivity/Quality Measurement and Performance |
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Gross Corporate Product and Productivity Standard: Measures and Applications |
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Economic Productivity: A Useful ``Value Added'' Measure of Business Performance |
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1 | (1) |
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The Productivity Process at General Electric |
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1 | (1) |
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Measuring Productivity: The Evolution at Ethyl Corporation |
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1 | (1) |
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| SECTION 7. PRODUCTIVITY MEASURES AND IMPROVEMENT IN GOVERNMENT AND NONPROFIT INSTITUTIONS |
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Productivity Measurement and Improvement in Government: Needs and Opportunities |
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Motivating Quality and Productivity Improvement in Federal Government |
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1 | (1) |
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Measuring Federal Government Productivity |
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1 | (1) |
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Government Productivity Measurement as an Analytical Tool |
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1 | (1) |
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Measurement and Improvement in the Cincinnati Service Center, IRS |
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1 | (1) |
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Measuring Public Sector Productivity: Lessons from the School of Hard Knocks |
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1 | (1) |
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Improving Productivity in Local Government: The Madison Experience |
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1 | (1) |
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Community Improvement in Erie, Pennsylvania: A Decade of Excellence |
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1 | (1) |
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Total Quality Management in a Public School System |
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1 | (1) |
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Governing Nonprofit Organizations by Performance |
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1 | (1) |
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Implementing Total Quality Management in a University Setting |
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1 | (1) |
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Improving Teaching in Higher Education |
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1 | (1) |
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Hospital Productivity Measurement |
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1 | (1) |
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The Family of Measures Method: Government and Nonprofit Institutions |
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1 | (1) |
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| SECTION 8. THE INFORMATION SYSTEM: STRUCTURING FEEDBACK FOR CONTROL AND IMPROVEMENT |
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1 | (1) |
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Using the ``Viable System Model'' to Improve Organizational Performance |
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A Complete Productivity and Quality Measurement System |
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1 | (1) |
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Development Measurement Systems for World Class Competition |
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1 | (1) |
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Breaking the Paradigm of Performance Measurement |
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1 | (1) |
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1 | (1) |
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Productivity Depends upon Quality Communications |
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1 | (1) |
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Computers and Telecommunications: The Power and the Problem |
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Achieving Desired Results by Redesigning the Information System |
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Characteristics of Performance Control Systems in Japanese Corporations |
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1 | (1) |
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The Value of Current and Accurate Information: Collecting Data with Automatic Identification |
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1 | (1) |
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| SECTION 9. SUSTAINABILITY AND THE NEW ECONOMICS |
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Sustainability: The Key to Greater Productivity |
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Toward a New ``ECO-nomics'' |
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1 | (1) |
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1 | (1) |
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How Actions to Protect the Environment Can Improve Productivity: The Dow Experience Edited from Dow Publications |
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GEMI, Responsible Care, and Other Industry Initiatives for Sustainability |
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1 | (1) |
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From Manufacturing Accounting to Manufacturing Economics |
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1 | (1) |
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Management Accounting for Advanced Technological Environments |
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1 | (1) |
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The Best Way to Implement an Activity-Based Cost Management System |
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1 | (1) |
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Management Economics --- New Methods for Measuring and Improving Profitability |
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1 | (1) |
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| SECTION 10. TOTAL EMPLOYEE INVOLVEMENT; GAINSHARING |
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1 | (1) |
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Managing Employee Involvement |
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Total Employee Involvement |
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1 | (1) |
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The Power of Participative Management: Steps to Success |
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Developing High Performing Work Teams to Improve Productivity and Quality |
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1 | (1) |
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Reward Systems: Time for Change |
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1 | (1) |
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Strategy-Linked Measurement and Gainsharing |
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Sharing the Productivity Payoff: A Gainsharing Primer |
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1 | (1) |
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Knowledge Worker Gainsharing |
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1 | (1) |
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Employee Stock Ownership Plans: Do They Really Improve Corporate Performance? |
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1 | (1) |
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Happiness Is Personal Productivity Growth |
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1 | (1) |
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| Glossary |
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1 | (10) |
| Leading Information Sources |
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11 | (4) |
| List of Contributors |
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15 | (34) |
| Index |
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49 | |
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