Grand visions are fine, but, for the most part, managers are stuck in particular situations that they have to make better. They have to cope with some trying times, and if swift, even flow is worth its salt, it has to help these managers think through what keeps their processes less than fully productive and what can be done to remedy things. Featured in this and subsequent chapters are condensed versions of actual cases. I invite you, then, to read these short cases and think about what you would do if you were in the shoes of the manager involved.

A BACK-OFFICE NIGHTMARE

USA Services (originally, United Student Aid) is now owned by Sallie Mae, but this is a situation that they faced prior to their sale.