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Contents

Management Handbooks for Results

Acknowledgments

About the Authors

Other Books by H. James Harrington and Frank Voehl

Chapter 1 Overview of the Problem

Organizational Plans

Parts of the Organizational Master Plan

The Organizational Alignment Cycle

Policy Deployment (Hoshin Kanri)

Chapter 2 What’s in an Effective Planning Process?

Implementers As Planners

The Customer is King

How to Get Customer Requirements

In-Depth Interviews (IDIs)

Observational Interviews

Projective Testing

Leading-Edge Groups

Understanding Your Customer’s Interface

Example of Customer-Focused CEO

Organizational Master Plan Drivers

Chapter 3 The Organizational Master ...

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