1.2. The process of process improvement
2.1. Model of the organization
2.2. Three controllable project attributes
2.4. Initial functional SCI organization chart
2.5. SCI client process overview
2.6. SCI collections process overview
3.7. Samples of good and poor process names
3.9. Data storage with handoff
3.11. Three conditions; error if no condition is met
3.12. Three conditions; last condition occurs if the other two are not met ...
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