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Book Categories |
Preface | ||
Acknowledgments | ||
Ch. 1 | Planning | 1 |
Ch. 2 | Process Design | 39 |
Ch. 3 | Measurement | 79 |
Ch. 4 | Assessment | 111 |
Ch. 5 | Performance Improvement | 143 |
App. A | Process Management Tools | 159 |
App. B | Facilitator Survival Guide | 213 |
Index | 257 |
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