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Chapter 9

Redesigning processes

2.1 Typical problems

 activities are unnecessary (e.g. credit checks on cash sales)

 activities are in the wrong order (e.g. delivering before payment)

 activities are in the wrong swim lane (e.g. finance function testing quality)

 activities are missing (e.g. no quality checks)

 activities take too long (e.g. too many staff involved and/or too many
changeovers).

In an exam you are typically
given a swim flow diagram to

illustrate the process and need to
identify problems and
recommend solutions

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