There are many types of redesign projects that a company can undertake. Some involve
the creation of new processes or the transformation of an existing process into some radically new process. This is not what is being asked for here. The company has a car rental
process and is happy with the overall result. What it wants, instead, is for the process to be
more consistent and to be smoother. So, rather than beginning with a goal of completely
changing the process, we begin with the goal of making an existing process smoother and
more efficient. We do not begin with a specific change in mind, but rather begin with a
broad examination to determine where there are opportunities for improvement.