account management process, 20
determining costs of, 122–123
in recruitment process case study, 351–353
time required for, 114–116
in training and development case study, 305, 308–311
activity symbols (in BPMN), 277
analytical tables, in executive summary, 260–265, 267–268
annotation symbol, 94–95
in cost estimates, 123–124
in training and development case study, 309–313
appendix, in executive summary, 266
approvals, required, 145–146
Aristotle, on the whole, 270
assessment phase, in continuous improvement, 243–245
for communication plan, 222
for training plan, 226
baseline time, 114
benchmarking, 244–245 ...
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