chapter 1 NEWS FLASH! THERE IS A LEVEL 1! -- chapter 2 THE ROLE OF ROLES -- chapter 3 MANAGING THE PROCESS IMPROVEMENT PROJECT -- chapter 4 PROCESS IMPROVEMENT STRATEGIES THAT WORK -- chapter 5 Five Critical Factors in Successful Process Definition -- chapter 6 ACQUIRING PROCESS EXPERTISE AND TOOLS -- chapter 7 EFFECTIVE CHANGE LEADERSHIP FOR PROCESS IMPROVEMENT -- chapter 8 PROCESS IMPROVEMENT MYTHS AND METHODOLOGIES.