The next step in understanding the system was to map it out,
using Process Mapping techniques (Rother & Shook, 1999). The
Process Map, shown in Fig. 1, is a high level overview of the CHFS
that depicts the actions typical clients take from the time they enter
the building until the time they leave. The process steps are colored
to show how clients’ time is divided up while they travel from
station to station