Choose a process with which you are familiar. For example, a process at work, registration for a university course, joining a video rental shop service, enrolling at a sports club or gym, registering at a library, obtaining a car parking permit, etc. Map the process that you went through from your perspective, using the process mapping symbols explained in this chapter. Try to map what the ‘back-office’ process might be (that is the part of the process that is vital to achieving its objective, but that you can’t see). You may have to speculate on this but you could talk with someone who knows the process.

● How might the process be improved from your (the customer’s) perspective and from the perspective of the operation itself?