Think about a process that you participate in as a customer (e.g. a bank, a restaurant, a doctor's office, airport, retail store, etc.) that seems to operate ineffectively. Your goal is to improve the process.

1. Making a flowchart of the current process. You can use MS Visio or other tools with which you are comfortable.
2. Answer the following questions and identify specifically where in the process there is a failure:
   • Is the process designed to achieve a competitive advantage in terms of differentiation, response, or low cost?
   • Does the process eliminate steps that do not add value?
   • Does the process maximize customer value as perceived by the customer?
   • Will the process win orders?