Look back at the worked example on page 131 which described the component structure and process for a new healthcare service.

(a) Try to write down a statement which encapsulates the ‘concept’ of this new service (not the ‘idea’ that was described in the example). The ‘concept’ should be a short statement which gets over what the service is really trying to do.
(b) Imagine that Maria, the fitness club manager, has consulted you and asked you to critique her plans. Look again at the component structure and proposed process and advise her on how these may be inadequate in describing the proposed service or may have to be changed in the light of experience in delivering the service.

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Worked example The Activo Health Club had recently come under more intense local competition. Although it had a good range of equipment and an excellent swimming pool, as well as providing fitness classes, membership had started to fall. In response to this Maria Stein, the club's manager, had devised a new 'Healthcare' service that she felt would both attract new customers and, just as important, retain them after their initial enthusiasm subsided. 'There are potential customers out there who need educating in terms of their fitness and health needs. That is why we have devised our new 'Healthcare' programme. It provides structured help and diagnosis to determine customers' state of health and fitness. If appropri- Diagnostic service Diagnostic Nurse equipment diagnostic services Healthcare service Diagnostic Practice Blood equipment nurse pressure Gym equipment Customer monitoring/advice Monitoring General gym Information equipment equipment Heart Fat rate ratio monitor monitor monitor Staff system skills (Italics = already exists) Figure 5.7 Component structure for the new Healthcare service Gym staff Reception staff