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Foreword 0 Introduction 0 1 Scope 0 2 Normative references 0 3 Terms and definitions 0 4 Concepts 0 4.1 General 0 4.2 ITES-BPO lifecycle process categories 0 4.3 The assessment framework 0 4.3.1 ISO/IEC 30105-1 — Process reference model 0 4.3.2 ISO/IEC 30105‐2 — Process assessment model 0 4.3.3 ISO/IEC 30105-3 — Measurement framework and organization maturity model 0 4.3.4 ISO/IEC 30105-4 — Terms and concepts 0 4.3.5 ISO/IEC 30105-5 — Guidelines 0 5 Interrelationship between International Standards 0 6 Glossary of acronyms 0 Bibliography 0

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