Your primary care physician operates a sound business practice that, at times, seems to suffer from several forms of waste. In your role as a dedicated patient engaged in the study of operations management, you are in a unique position to offer an analysis of your doctors business operation to provide recommendations for improvement. Consider the common interpretation of service processes in use at many organizations, which is used to identify four variants of a service process:

1. The process that is formally defined and recorded in a business document.
2. The process that everyone generally believes exists.
3. The process as it actually exists.
4. The process that should exist to deliver what the customer really wants. Using your arrival at the doctors office as a starting...