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Table of Contents

List of Figures and Tables ix Foreword by Paul Harmon xiii Preface by Geary A. Rummler xvii Acknowledgments xix About the Authors xxi Introduction 1 PART ONE White Space Revisited 5 1 The Silver Anniversary of Process 7 2 Process in a Value Perspective 23 3 The Value Creation Hierarchy 39 4 Developing the Value Creation Architecture of a Business 77 5 Process Management in the Value Creation Context 97 PART TWO Designing or Improving the Value Machine 117 6 A Framework and Methodology for VCS Design 119 7 RPM Project Walk-Through: Align, Analysis, Design 141 8 RPM Project Walk-Through: Commit, Build, Enable, Adopt 177 9 Other RPM Applications 187 10 Designing Improvement Capability 199 PART THREE Implications 209 11 Process and the IT Department 211 12 Summary 229 Afterword 235 List of Acronyms 237 Notes 239 Index 245 About Performance Design Lab 251

About the Author

The Authors GEARY A. RUMMLER (1937 2008) was the founding partner of the Performance Design Lab and of the Rummler-Brache Group, president of the Kepner-Tregoe Group, and cofounder and director of the University of Michigan's Center for Programmed Learning for Business. He was coauthor of the best-selling Improving Performance and Serious Performance Consulting According to Rummler. He was inducted into the HRD Hall of Fame and received the Distinguished Professional Achievement Award from ISPI, the Enterprise Reengineering Excellence Award, the Distinguished Contribution Award for Workplace Learning and Performance from ASTD, and the Lifetime Achievement Award from the Organization Behavior Management Network. ALAN J. RAMIAS is a partner with Perfor-mance Design Lab with 25 years experience in performance improvement and organization effectiveness. As a member of the team that founded Motorola University, he was the first person to introduce Rummler's pioneering concepts in process improvement and management to business units within Motorola. He became a partner and managing director of consulting services at the Rummler-Brache Group, and was responsible for selecting, training, and managing RBG's consultant teams. RICHARD A. RUMMLER is a partner with Performance Design Lab. He brings more than 15 years of consulting experience with organizations in Asia, Europe, and North America to achieve improvements in organization performance. Rick's experience includes a wide range of interventions, including process improvement and reengineering, organization redesign, and measurement and management system design. These projects have addressed various business subsystems, such as customer acquisition, manufacturing, product development, and customer service.

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