“Improving processes in a small health-care network: A value-mapping case study” by K. Snyder, P. Paulson and P. McGrath, Business Process Management Journal, 2005 No 11, 1, pp 8799. Read the paper carefully and answer in about 20 lines in total these two questions:
1. Why was it necessary for the two clinics to map their business processes before the implementation of the new system could take place? What did they learn from such mapping?
2. Consider the front desk process described in Figure 3 on pg. 94. Explain how does this process provide means for greater precision of patient data and improved management controls within the clinic.