Sometimes, ideas for reengineering

Sometimes, ideas for reengineering or improving a process become apparent after documenting the process and carefully examining the areas of substandard performance, handoffs between departments, and steps where customer contact is high. Example 2.4 illustrated how such documentation pointed to a better way of handling the fiber boards through better training. In other cases, the better solution is less evident. Ideas can be uncovered (because there is always a better way) by askingsix questions about each step in the process, and a final series of questions about the process as a whole:1. What is being done?2. When is it being done?3. Who is doing it?4. Where is it being done?5. How is it being done?6. How well does it do on the various metrics of importance?