Chapter 1: What is performance?
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This chapter introduces the concept of performance and why opinions on what constitutes good performance often differ according to stakeholders’ perceptions. Definitions are provided for key terms. The next section details the elements that create good performance, including developing a shared vision of success, recruiting the right people, ensuring appropriate resources are available and implementing efficient and effective processes. There is also a discussion of the importance of communication and building good relationships and differentiating between efficiency (doing things right) and effectiveness (doing the right things).

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