1. Create process maps for the “before” and “after” order management processes. Use Figure 8.15 as a guide. Start from when the consumer places the order and end when the shipment is made.

2. From these process maps, identify where the major changes to the order management process occur.

3. Develop a new set of metrics that Webers can use to measure the performance of the new process. Use Figure 8.11 as a guide.