The passport nightmare: business process analysis in public service

What is it about?

The process to get a passport seems to be very simple, but Jose Hernandez, a manufacturing plant director, has had bad experiences the last three times that he has visited the passport office. He and his family have spent more than three hours to get the passport for his little daughter, Maria. In this case, we illustrate the process analysis performed by Jose in order to find effective and efficient solutions to the problems that he found. The case study guides students through the analysis of a business process in public service from the perspective of the users. The students participating in the case analysis will not only learn to diagnose and describe the process, but also to redesign it in order to achieve significant improvements. Furthermore, the students will realize that adding more resources to the process may not solve the fundamental issues, but analytical and creative skills are needed. In addition, the teaching note provides a discussion about the existing challenges to improve public service processes. Adrian Ramirez-Nafarrate adrian.ramirez@asu.edu

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