A title company wishes to scope out its residential mortgage packaging business process. All of
the mortgage packets are internally received at a central office. How should a consultant next
proceed in the identification phase?
A.
Conduct an electronic survey to all the customers employees documenting the responses in a
project database
B.
Develop a detailed process workflow and refer back to all the participating decision makers
C.
Conduct focus groups with members of each department
D.
Locate key stakeholder groups and observe the workflow in action