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PRACTICE LAB / INDIVIDUAL TASK
Find the process bottleneck
Map an AS-IS flow and choose a measurable improvement.
Intermediate20 minFictional scenario
The brief
Policy payments fail, then operations manually reopens the policy. Where do you investigate first?
What you know
Portal sends payment request; gateway returns a response; policy system updates status later. Failed payments have several different reason codes.
Your deliverables
- AS-IS flow with handoffs
- Two hypotheses
- Evidence needed
- TO-BE improvement and KPI
Your working notes
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Compare with a reference approach
Separate gateway decline from internal policy-state rejection. Correlate transaction IDs, timestamps and state changes before proposing a retry. Define idempotent processing, reconciliation and a reduction in manual interventions as validation.