TASK
Explain how this case demonstrates the four elements of re-engineering that were described in the chapter (fundamental, radical, dramatic, process). Draw a diagram of the operation of the re-engineered IBM loan application process. Compare this diagram with that of the original process in figure What are the major differences in the way the process is performed? One of the solutions for IBM’s process design that was tried was to establish a central desk and integrate that into the original process. As each person completed their individual task he or she would return the loan application to the central desk where it would await collection by the next person in the process. What do you think would be some of the possible advantages of such an approach?
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