PROCESS ANALYSIS

(i) Identify THREE performance measures that can be attached to this process.

(ii) Taking the perspective of the customer, identify THREE issues that this process might have.

(iii) From the as-is diagram in Process Discovery above, identify VA, BVA and NVA.

PROCESS REDESIGN

(i) Given the issues in the admissions process identified in Process Analysis above, what possible changes do you think could be made to this process in order to address these issues?

(ii) Based on your answer in (i) above, which dimension of the Devils Quadrangle would be dominant for a re-design? Explain.

(iii) Draw the to-be diagram depicting the changes suggested in (ii). Use pools and lanes where needed.