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TABLE OF CONTENTS <br />Section <br />1: Introduction <br />Pa�e <br />� <br />2: Internal Customers (our frefighters) 10 <br />3: Benchmarking Professionalism 24 <br />4: Infrastructure Support <br />5: Department Services <br />6: Image & Market�ng <br />30 <br />37 <br />52 <br />2 <br />