Chapter 3

Implementing WorkflowMapping and Analysis

Introduction

In the fall of 2013, I was retained by a major global company to help provide a process map for what I thought would be a simple function: travel for company personnel on company business. The client company had several different geographic divisions but a nominally centralized office to plan and procure tickets and accommodations for its people when they had to be in other places, referred to as its “travel voucher” system; like most firms, it had negotiated special rates with railroads, airlines, hotels, and car-rental firms, so it wanted its personnel to use these to minimize costs. In addition, the company received some funding from governmental groups for basic research, and ...

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