Before discussing this case, it is useful to note that this is based on an actual company that one of the authors worked with. The memo found in this case is essentially the same memo that was received by the management of the company (and which the author saw in person).
The major purpose of this case is to have the students apply the process mapping process presented in this module. It is very good at demonstrating the importance of the first three steps.
1. Identify and Bound the Critical Process.
2. Describe the important customers and the elements of value.