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The Reinventor's Toolbox: An Alphabetical Index of Approaches, Tools, and Competences

Chapter 9, cont

David Osborne

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The Reinventor's Toolbox: An Alphabetical Index of Approaches, Tools, and Competences / xi

Acknowledgments / xiii

Introduction / 1

Part I: The Core Strategy: Creating Clarity of Purpose/11

Chapter 1:Improving Your Aim: Using Strategic Management to Create Clarity of Direction / 13

Visioning / 26
Outcome Goals / 30
Steering Organizations / 35
Strategy Development / 39
Mission Statements / 43
Performance Budgets / 43
Long-Term Budget Forecasting / 54
Strategic Evaluation / 56

Chapter 2: Clearing the Decks: Eliminating Functions That No Longer Serve Core Purposes / 61

Program Reviews / 78
Periodic Options Reviews / 87
Asset Sales / 93
Quasi-Privatization Methods / 102

Chapter 3:Uncoupling: Creating Clarity of Role by Separating Steering and Rowing / 105

Flexible Performance Frameworks / 124

Part II: The Consequences Strategy: Introducing Consequences for Performance
/ 149

Chapter 4:Enterprise Management: Using Markets to Create Consequences / 153

Corporatization / 164
Enterprise Funds / 169
Internal Enterprise Management / 174

Chapter 5: Managed Competition: Using Competitive Contracts and Benchmarks to Create Consequences / 183

Competitive Bidding / 188
Activity-Based Costing: A New Competence / 208
Competitive Benchmarking / 210

Chapter 6:Performance Management: Using Rewards to Create Consequences / 215

Performance Awards / 231
Psychic Pay / 232
Performance Bonuses / 232
Gainsharing / 237
Shared Savings / 241
Performance Contracts and Agreements / 243

Chapter 7:Performance Measurement: The Critical Competence / 247

Part III: The Customer Strategy: Putting the Customer in the Driver's/ 273

Chapter 8:Competitive Customer Choice: Making Customers Powerful Through Choice and Competition / 279


Competitive Public Choice Systems / 303
Vouchers and Reimbursement Systems / 308
Customer Information Systems / 311
Brokers / 320

Chapter 9: Custommer Quality Assurance: Making Organizations Accountable for Service Quality / 323

Service Standards / 346
Quality Guarantees / 359
Redress / 362
Complaint Systems / 368
Customer Councils and Boards / 377
Customer Service Agreements / 380
Customer Voice: A Critical Competence / 382

Part IV: The Contol Stradegy: Shifting control Away From the Top and Center. /389

Chapter 10:Organizational Empowerment: Giving Managers the Power to Manage / 393

Reforming Administrative Systems / 404
Site-Based Management / 427
Waiver Policies / 430
Opting Out or Chartering / 434
Reinvention Laboratories / 444
Mass Organizational Deregulation / 450

Chapter 11: Employee Empowerment: Giving Frontline Employees the Power to Improve Results / 453

Delayering Management / 462
Breaking Up Functional Silos / 463
Labor-Management Partnerships / 466
Work Teams / 478
Employee Suggestion Programs / 487

Chapter 12:Community Empowerment: Giving Communities the Power to Solve Their Own Problems / 489

Empowerment Agreements / 514
Community Governance Bodies / 518
Collaborative Planning / 520
Community-Based Funding / 527

Part V: The Culture Strategy: Developing an Entrepreneurial Culture/531

Chapter 13: Changing Habits: Creating a New Culture by Introducing New Experiences / 535


Meeting the Customers / 540
Walking in the Customer's Shoes / 542
Job Rotation / 543
Externships and Internships / 545
Institutional Sponsors / 545
Contests / 548
Large-Scale, Real-Time Strategic Planning / 549
Hands-On Organizational Experiences / 553
Redesigning Work / 554

Chapter 14: Touching Hearts: Developing a New Covenant Within Your Organization / 557

Creating New Symbols and Stories / 562
Celebrating Success / 564
Honoring Failure / 566
New Rituals / 569
Investing in the Workplace / 571
Redesigning the Workplace / 572
Investing in Employees / 574
Bonding Events / 575
Sending Valentines / 581

Chapter 15: Winning Minds: Changing Employees' Mental Models / 583

Benchmarking Performance / 591
Learning Groups and Site Visits / 592
Creating a Sense of Mission / 596
Building Shared Vision / 599
Articulating Organizational Values, Beliefs, and Principles / 602
Using New Language / 606
In-House Schoolhouses / 608
Orienting New Members / 609

Appendix: General Resources / 611

Notes / 615

About the Authors / 665

Index / 667

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