Chapter 14

Rental Cars-R-Us case study


This chapter walks us through the phases of an auto rental business redesign project showing how a process redesign team applies the redesign methodology to a real process problem.


As-Is diagram; Business Process Model and Notation (BPMN) diagram; Cause-effect diagram; Concept model; Human performance problems; Organization analysis; Policies and business rules; Problem analysis worksheet; Process management problems; Scope diagramming; Stakeholder analysis; Subprocess analysis; To-Be diagram; Use case diagram

The Rental Cars-R-Us case study is hypothetical. We did not want to describe problems associated with any specific client. At the same time we wanted a case that would give us ...

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