3. Read the extract carefully and apply the problem-solution pattern of analysis to it. Use numbers only to refer to each answer. (5marks each) >>>>>>>>

Process Reengineering at IBM Credit (1) IBM Credit finances the computers, software and services sold by IBM Corporation. (2) The company is considered one of the world's most profitable publicly- traded companies. (3) Processing a finance application usually took between six days and two weeks. (4) The application wound its way from the credit department to the pricing department, to an administrator who wrote out a formal quote letter. (5) When IBM Credit realized that processing an application actually took only about 90-minutes, and the rest of the normal processing time was spent with the application sitting on a pile on a specialists desk waiting to be looked at. (6) They decided to reengineer the entire process. (7) Heres what IBM Credit did: The four specialists who previously processed the application were replaced by a generalist called the deal structurer, who processed the application from start to end using templates on a new computer system which provided all the data and tools each specialist commonly used. (8) The results of the reengineering program were: Turnaround time was reduced from a typical 7 days to 4 hours without any increase in staff numbers, IBM Credit has been able to achieve a hundred-fold improvement in productivity. (9) It can now handle 100 times the number of credit applications that were handled before reengineering was undertaken. Source: (Adapted from Grant 2008) >>>>>>>>>>>>>

a) The starting situation presented in sentence number -----------

b) The problem presented in sentence number---------

c) The underlying cause of the problem is presented in sentence number -----------

d) Solution has been proposed in sentence number ----------

e) Evaluation of the solution presented in sentence number -------