The design is broken down into 3 components.

• The process maps outline the general flow of the day to day process. Boxes and arrows as one would expect.
• The meat of the process is contained in the roles & competencies. It's arguably more important that the right people are in the right places and all the participants know who is responsible for what than having clean and symmetrical flow charts. The process design includes descriptive roles for the partiicpants, expectations, and qualifications for filling these roles.
• Much of the design revolves around the use of a single web interface to process and track installation transactions and tie together several existing separate systems and add just enough new functionality to make the process work with a minimum of hand-offs.