Chapter 6: Managing performance
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This chapter focusses on how to manage organisational performance by using a performance measurement process. The chapter begins by describing the role and importance of processes and how they naturally improve over time but need to be managed once they are established. The authors introduce Statistical Process Control (SPC) and explain how this technique can be used for identifying common cause variation (where an outcome is caused by many variables) and special cause variation (where there is an identifiable factor) and why it is important to discriminate between the two. Another tool, the Performance Planning Value Chain, is described as a simple framework for thinking through the way data should be processes to support decision making. The final section deals with performance review meetings, how they should be structured and run to yield the best results.

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