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1.1. Process = IPO + feedback
1.2. The process of process improvement
2.1. Model of the organization
2.2. Three controllable project attributes
2.3. Template for work plan
2.4. Initial functional SCI organization chart
2.5. SCI client process overview
2.6. SCI collections process overview
2.7. Work plan
2.8. Change control document
3.1. Document structure
3.2. Process map swimlanes
3.3. Start and stop icon
3.5. Process types
3.6. Summary process diagram
3.7. Samples of good and poor process names
3.8. Handoff example
3.9. Data storage with handoff
3.10. Condition logic
3.11. Three conditions; error if no condition is met
3.12. Three conditions; last condition occurs if the other two are not met ...