PPT Slide

“Technical” Elements

• Process mapping and other analytic tools

• Goals and measures for performance improvement

• Technology strategy

• Formal authority delegations

• Productivity targets

• Customer satisfaction tools

• Benchmarking

“Behavioral” Elements

• Size-neutral job classification

• Normative expectations for teams

• Normative expectations for individuals

• Surveys and empirical modeling of normative elements

• Performance evaluation criteria

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