Process mapping and value analysis are tools often used in business process reengineering. As discussed in Chapter 4, a process map is a flowchart of the set of activities that compose a process. Value (or activity) analysis examines each of the activities identified in the flowchart and determines to what extent it provides “value” to the customer. These activities that add no value are targets to be designed out of the process.

Select a process at your college or university such as admissions or enrollment. Prepare a process map, and conduct a value analysis of the process map. Then develop a plan (using Exhibit 19–2 as a guide) to eliminate the process activities that add no value to the student customer.

Exhibit 19-2: