Traditional, primarily financial, methods of performance measurement have in recent years given way to broader approaches that assess staff contribution to performance alongside financial issues. Drawing on the author's recent work of developing, implementing and evaluating integrated performance management and measurement systems, this up-to-the-minute handbook will prove very useful to trainers, change agents, consultants and anyone wanting to know how to bring about effective organizational change. With detailed examples of successful change from a broad range of organizations including ICL, Mazda Cars and TGI Friday's, this new book from an acknowledged expert on competency provides models and frameworks for change while exploring the relationships between the various change models available. Complete with a checklist-style toolkit to make competence-based change more effective, the book also includes examples of the use of the latest change management techniques such as balanced scorecards and cross-functional working.In it the full description of all competencies is outlined. ... the competency levels required for each level clearly stated: ac Customer service agent ac Senior customer service agent ac Customer service supervisor ac Duty manager ac Airport manager.
|Title||:||Competence & Organizational Change|
|Publisher||:||Kogan Page Publishers - 1997|