Here is the table of contents from the book:

Chapter	Topic	Page
–	Table of Contents	i
–	Preface	vi
One	Introduction	1
	Performance and performance improvement	2
	The pros and cons	3
	Who is responsible for performance improvement?	5
	Performance improvement is a continuous process	6
	Performance: What is it?	7
Two	The Elements of Performance	11
	The effectiveness factors	11
	The efficiency factors	12
	The elements of performance diagram	13
Three	Purpose	17
	Definition	18
	Values	18
	Vision	20
	Orientation	20
	Responsibility	21
	Strategies, goals and objectives	22
	Why is purpose so important to the performance of the company?	23
	How do we communicate company purpose?	24
	Compelling business rationale	24
	Summary	24
Four	Competencies	27
	What are competencies	28
	How are competencies related to performance	28
	Why do we need to be concerned about competencies?	29
	New goals and objectives	29
	New technology	30
	Growth and renewal	31
	Competency groups	31
	The Dimensions of "Organizational Competencies"	36
	Capacity	36
	Performance quality	36
	Cultural attributes	37
	Individual talent	38
Five	Commitment	43
	Why is commitment necessary?	45
	Prerequisites for Commitment	47
	Clear goals	47
	Strategic and lofty vision	47
	Building Commitment	49
	Self expression	50
	Mutual trust	50
	Integrity	50
	Positive regard for others	51
	Mastery	51
	Enlightened self-interest	51
	Making commitments and expecting others to make commitments	52
	Individual responsibility for the success of the business	53
	Trustworthiness	53
	Leadership and Commitment	55
Six	Alignment	57
	What is Alignment?	58
	What needs to be aligned?	59
	Purpose	59
	Resources	60
	Functional systems, processes and procedures	60
	Structures	61
	Style	62
	How to go about alignment	63
	The Effectiveness Factors – Summary	64
Seven	Speed, Quality and Economy	67
	The Value Proposition	68
	The Action Agenda	69
	Start with Commitment	69
	Competencies are next	70
	Alignment is the next challenge	70
	Speed	71
	Quality	72
	Economy	73
Eight	Performance Improvement Opportunities	77
	Operations	78
	Strategic Operations	78
	Direction	79
	Planning and Budgeting	79
	Information and Monitoring	79
	Management Information Systems	80
	Support Functions	80
	Marketing	80
	Sales	80
	Customer/Client Relations	81
	Company Culture	81
Nine	Providing Performance Feedback	83
	Positive Feedback	84
	Negative Feedback	84
	An Example to Consider	86
Ten	Coordination and Comprehensiveness	89
	Untoward Consequences	90
	Conclusion	94
–	Index	97