Business Process Change, 3rd Edition

Chapter Fourteen

The Rental Cars-R-Us Case Study

Abstract

This chapter walks through the phases of an auto rental business redesign project showing how a process redesign team applies the BPTrends Associates methodology to a real process problem.

Keywords

As-Is diagram; BPMN diagram; Cause-effect diagram; Concept model; Human performance problems; Organization analysis; Policies and business rules; Problem analysis worksheet; Process management problems; Scope diagramming; Stakeholder analysis; Subprocess analysis; To-Be diagram; Use case diagram

The Rental Cars-R-Us Case Study is hypothetical. We did not want to describe problems associated with any specific client. At the same time, we wanted a case that would give us an opportunity to cover the ...