To manage by process the organization must have substantial, well defined and fully implemented processes that describe how work is done. People are trained in those processes. Those processes are controlled; the results each process produces is known and documented. Reasons for deviations are identified. (Once robust processes are in place for the primary flows, collateral processes for handling exceptions can be developed and documented. This accommodates those items which must, for one reason or another be handled as exceptions.) Data about what the process is capable of is produced and collected in a systematic fashion. This data is at the detail level of the processes and provides great insight into how the process