ABSTRACT
This book offers concepts, models, processes, tools, and techniques for improving performance in organizations and work teams of all types. But any decision on performance improvement must be based on agreement about what performance is, and how to assess the performance of an organization, team, or individual. One of the principal concepts reiterated throughout these pages is the paramount importance of clear purpose and direction in efforts of performance management and improvement. Thus, what is it we are trying to improve?
