Choose one of the following activities:

a. Getting a book via interlibrary loan
b. Refilling a prescription
c. Removing a grade of Incomplete

Conduct a workflow analysis on the activity you choose. Interview the relevant users and lay out the analysis as a series of bullets, similar to the example given in the text. Document where and how you got your information.

There are two parts to this answer. One is the workflow. The other is where the student found the information. The purpose behind this question is to emphasize the fact that it’s important to find out from the users themselves how the work is carried out.
The first and the third of the following workflows came from interviewing staff members at a regional Midwestern University. The second workflow came from a major drugstore chain in the Midwest.
a. Getting a book via interlibrary loan:
Student fills out interlibrary loan form via the library’s web site.
Library staffer receives request, verifies that the local library does not own a copy and
that the bibliographic information is correct. Staff finds a library that does have the
book.
Staffer sends request to library that does have the book.
Book is received at local library by circulation staffer.
Staffer notifies student that book has arrived via email.
Circulation clerk puts book on will-call shelf.
Student picks up book.
Refilling a prescription:
Patient calls pharmacy and keys in prescription number via telephone keypad. Patient is
given a pick-up time.
Prescription request appears on pharmacy assistant’s screen.
Pharmacy assistant reviews request and calls doctor’s office, if necessary.
At doctor’s office, receptionist takes message.
Doctor approves request
Receptionist calls pharmacy, keys in prescription information via telephone keypad to confirm request approval.
Pharmacist refills prescription; places in will-call area.
Patient comes in to pick up prescription.
Removing a grade of incomplete:
Student completes course requirements and requests a removal of Incomplete.
Faculty member fills out removal of Incomplete form, signs form and walks form to
Dean’s office
Dean’s office signs form. A staffer in the Dean’s office takes the form to the Advising
office.
A staff advisor enters the new grade into the student’s record, which triggers printing of
an Incomplete removal report in the Registrar’s office.
Staff in the Registrar’s office puts report into envelope address to student; puts in
outgoing mail.
Clerk picks up mail and brings it to mail room.
Mailroom staffer posts the letter.