The passport nightmare: business process analysis in public service
Posted on June 11, 2024 by Carlos López Hernández, One of Thousands of Life Coaches on Noomii.
Case study for students to identify, evaluate, diagnose, interpret, suggest, and understand business process improvement.
Obtaining a passport may seem straightforward, but Jose Hernandez, a Manufacturing Plant Director, has faced difficulties on his last three visits to the passport office. He and his family spent over three hours getting a passport for his young daughter, Maria. In this case, the authors detail the process analysis conducted by Jose to find effective and efficient solutions to the problems he encountered. The case study guides students through analyzing a public service business process from the users’ perspective. Through this analysis, students will learn to diagnose and describe the process, as well as redesign it for significant improvements. They will also realize that adding more resources might not solve the fundamental issues; instead, analytical and creative skills are essential. The teaching notes further discuss the challenges of improving public service processes.
Ramirez-Nafarrate, A. and López-Hernández, C.E. (2020), “The passport nightmare: business process analysis in public service”, Emerald Emerging Markets Case Studies, Vol. 10 No. 2.
