3.4 Process Mapping
3.4.1 Unit
3.4.2 Tasks
3.4.3 Actions
3.4.4 Procedures
3.4.5 Role of Process Maps
3.5 Process Planning and Evaluation Process
3.5.1 Process Planning
3.5.2 Do Process
3.5.3 Check Processes
3.5.4 Act Processes
3.6 Measures and Metrics
3.6.1 Definitions
3.6.2 Types and Uses of Measures and Metrics
3.6.3 Developing Measures and Metrics
3.6.4 Obstacles to Establishing Effective Measures and Metrics