Consider the alternative of replacing the rental personnel from the business process in Figure 3-13.

a. Describe changes that will need to be made to the process documented in Figure 3-13. One way to answer is to scan a copy of this diagram and annotate the changes on that copy. Or, if the annotations are too extensive, make another version of the diagram entirely.

b. Would eliminating the rental personnel change the competitive strategy of this company? Is it possible to be a high-value company with no rental personnel? Explain why or why not.

c. Would eliminating the rental personnel necessarily reduce costs? What costs would increase as a result of this change?