1. Provide an example from your work environment of how flow time could be improved using the following levers:

• "work smarter"
• "Do it right the first time"
• "Work Faster"

2. A group of MBA students is preparing a business case for submission as a final project for their operations management course. Describe the process used by the group from the perspective of working in parallel versus working sequentially.

3. How long does it take your company to to process a customer complaint (your theoretical company)? Draw a process map of the process utilized, and discuss how some of the levers used in this chapter can be used to speed up the process. (utilize MS Word or MS Excel to make the process map, then paste it with your answer)