Scoping process improvement project in complex services

This video is a practical and technical extension of the airport video, introducing basic process notions. It takes shows how these notions can be applied in the more abstract business world of information-based intangible processes. The input here is not a person or a piece of luggage, but a request for proposal, and the output is a legally binding proposal. The scoping phase is critical to the success of any process improvement or process design project. The case of a software developer is used to illustrate the methodology.