Veterans Benefits Administration References

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M21-4 Manpower Control and Utilization in Adjudication Divisions

Introduction - Introduction, Last Updated 11/30/95
Chapter 1 - Overview, Last Updated 5/20/08
Chapter 2 - Workflow Management,Last Updated 01/29/10
Chapter 3 - Quality Assurance, Last Updated 6/29/07
Chapter 4 - Claims and Appeals Processing Timelines, Last Updated 5/20/08
Chapter 5 - Systematic Analyses of Operations (SAO), Last Updated 4/1/09
Appendix A - Glossary of Terms and Definitions, Last Updated 9/10/92
Appendix B - Reserved
Appendix C - End Product Codes and Work-Rate Standards for Quantitative Measurements, Last Updated 10/3/96
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