영문목차
Tables & Figures=ix
Acknowledgments=xiii
The Author=xv
Introduction=1
PART ONE. GETTING STARTED=13
1. All Problems Are Local:Understanding the Situation=13
2. What's the Point? Agreeing on the Objective=28
3. People Have to Be Interested:Building Relationships=41
Using the Tools=50
PART TWO. PLANNING THE PROJECT=55
4. Size Matters:Determining the Scope=55
5. Less Is More:Constructing Hypotheses=67
6. How, When, and Who? Planning the Effort=83
7. People Have to Be Part of It:Nurturing Commitment=95
Using the Tools=102
PART THREE. DESIGNING THE SOLUTION=105
8. Not Just the Facts:Building the Logic=105
9. If You Can't Choose, You Lose:Designing the Solution=119
10. Who's Going to Do It? Driving Execution=131
Using the Tools=147
Conclusion=148
Appendix A. Mapping Processes=150
Appendix B. Interviewing to Collect Data=161
Notes=182
Index=185
How to Use the CD-ROM=189
Tables
1.1. Details of the Transformation=15
1.2. Elements of the Situation=19
2.1. Stakeholder Analysis=31
3.1. Elements of a Communication Plan=45
4.1. Resource Assessment Matrix=57
4.2. Scoping Diagram Guidelines=60
4.3. Possible Frameworks for Organizing Scoping Diagrams=65
6.1. Six Types of Risk in a Project=85
6.2. Risk Assessment Matrix=85
6.3. Skills Inventory=89
6.4. Work Plan=90
8.1. Flaws in Decision Making=106
9.1. Solution Dimensions=127
9.2. Voting on Solutions=128
B.1. Interview Objectives=163
B.2. Interview Trade-Offs=165
B.3. Interviewee Types and Possible Responses to Them=180
Figures
I.1. Process Details=6
I.2. Designing Solutions Tool Kit=10
1.1. Generic Transformation Process=15
1.2. Simple Transformation=16
1.3. Measurement Process=17
1.4. Rich Picture of a Building Supply Manufacturer's Relationship to Its Customers=23
1.5. Relationships at a Magazine Publisher=24
1.6. What Should Be Going On After a Bank Restructuring of Client Connections=24
1.7. What's Actually Happening After a Bank Restructuring of Client Connections=25
1.8. Another Rich Picture of the Building Supply Manufacturer=26
2.1. Project Relationships=31
2.2. Good Objective=37
4.1. Scoping Diagram=59
4.2. Examples of Scoping Diagrams with Errors=62
4.3. Two Possible Scoping Diagrams for a Single Assignment=63
4.4. Issue Tree=66
5.1. Hypothesis and Supporting Questions=75
5.2. Hypothesis and Supporting Statements=75
5.3. Frames for Statements in Figure 5.2=76
5.4. Supporting Statements That Do Not Fully Support the Hypothesis=78
5.5. Support for the Statements=79
5.6. Data Matrix=80
6.1. Work Breakdown Template=86
6.2. Example Work Breakdown Structure=88
7.1. Divergent Opinions of the Problem-Solving Team and the Client Organization=99
8.1. Logic Diagram Template=107
8.2. Logic Diagram for the Acme Project=112
8.3. Logic Design Flaws=114
8.4. Evolving Logic Diagram=116
9.1. Range of Solution Options=129
10.1. Sample Report or Presentation Structure=136
10.2. Deductive Argument=137
10.3. Inductive Argument=137
10.4. Run-On and Grouped Report Structures=139
10.5. Value of Headlines=141
10.6. Force Field Analysis Template=144
A.1. Processed Cheese Process Flow=151
A.2. Different Views of the Same Process=152
A.3. Boundaries of a Process=153
A.4. Symbols Used in a Process Map=154
A.5. Process Map for Stock Replenishment=155
A.6. Process Details=156
A.7. Evaluating a Process=160
B.1. Sample Interview Guide=168
B.2. Sample Interview Report=179