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OBSERVER XT UTS 2 Index A. Abstract p. 3 B. Organizational Background p. 3 C. What is actually happening? p. 5 D. What should be happening? p. 6 E. Performance Gap p. 7 F. Data Collection Process p. 7 G. Gap Analysis and Justifications p. 10 H. Recommendations p. 11 I. Conclusion p. 16 I. Appendix p. 18
