Process Improvement & Performance Management Made Simple

About the Book

Can you get rapid results and still be effective? Where do you begin and what techniques should you use? What have others done and what were their lessons learned?

Andrew Muras and Glenn Goodnight answer these questions and many more based on years of experience in implementing and teaching at both commercial and government organizations. Filled with case studies, this book highlights techniques that are effective in the real world. Whether practitioner, manager or executive, you’re sure to gain the insights needed for program success.

I find their approach to foundational aspects both structurally sound and engaging…and critical for sustaining cost and quality performance improvements. Dr. Penny Weller, Hackett Group

FastTrack is easy to use, easy to understand, and easy to communicate. Billie Gayle Lewis, LSS Blackbelt

I’ve been working with Andrew and Glenn for many years – their workshops and trainings are typically our best attended and highest rated events. Guy Clayton, Director, IQPC

Table of Contents

Chapter 1: The FastTrack Approach for Rapid, Cost Effective Implementations

Chapter 2: Shared Services

Chapter 3: Chargebacks, Service Level Agreements and Service Catalogues

Chapter 4: Information Technology

Chapter 5: Product & Customer Profitability

Chapter 6: Capacity Analysis

Chapter 7: Performance Management, Metrics and Scorecards

Chapter 8: Enterprise Wide Implementations

Chapter 9: Benchmarking

Chapter 10: Outsourcing

Chapter 11: Government

Chapter 12: Business Transformation: Linking ABC/M with Lean and Six Sigma

About the Author

With over two dozen published articles, Andrew Muras is a highly sought-after speaker across North America and brings a wealth of implementation and teaching experiences from back office/shared services functions to front-line operations. Glenn Goodnight has over twenty years experience in performance management, cost estimating and activity based analysis for the private and public sector, ranging from strategy execution to improving service delivery and costs.