APPENDIX D
Case Study
This case study is organized in the same order as the book. It is intended to demonstrate the survey process at work. The case study begins with background information, then covers the eight steps of the survey process.
The company this case study focuses on, XYZ, is in the financial sector and is a large organization with more than 8,000 employees. It operates in North America only. Three years ago, all customer service teams in the organization began using a process workflow tool. Although minor improvements have been made to this tool over the past three years, no significant changes have been implemented.
The organization is now planning a major upgrade to this system and has asked employees for input, which will ...
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