In order to improve a process you must define it, then you must document it and, then you must analyze it to improve the process.
The objective of this chapter is to teach you how to:
1. Define a process by: looking at who owns, and is responsible for, the process by understanding the boundaries of the process, and by understanding the objectives and metrics of the process used to measure its success.
2. Document a process by: understanding flowcharts and how to use them to document a process.
3. Analyze a process by: understanding how to analyze a flowchart to begin improving a process.