Case Study 2: Future State Proposal

Scarborough Child Stylist (SCS) serves children under 6 years old. SCS has hired you to improve their Appointment Booking Process. You needed to first understand the Current State, before you could determine a solution with SCS stakeholders.

You developed the Current State models, and you were individually provided feedback on your submission.

Current State: The Appointment Booking Process has been very time consuming. The practice consists of one Stylist and one Receptionist. The Receptionist is very busy, so SCS had hired two temporary staff members to help the Receptionist. With three people involved there have been communication issues, and there have also been many mistakes including double booking.

Future State: You are now ready to do Future State Models to review with the Sponsor of the project. The Sponsor is the owner of the salon. These Future State Models will then be used to communicate with the Developers, and then to train the employees and communicate the new process with parents that book appointments.

You are proposing a solution to do robust and consistent appointment booking process. The benefit of this new process includes the elimination of the two additional staff, and the elimination of the double booking of appointments. The implementation costs will be the Development, Staff Training, and Communication to the customers. The below is a summary that you will use as a basis to do Future State models for your proposal:

Parents of clients can make requests for appointments, requests for changes, or request to cancel appointments. They will do so by using a request form (not automated)

The hand-written Whiteboard has been replaced an automated schedule

The Stylist can input schedule details, such as what days the Stylist is available and not available into the automated schedule

The Stylist and Receptionist can see the status of the schedule, and can print out hard copies of the schedule

The Receptionist can make changes to the automated schedule, and book, change, or cancel appointments

When an appointment is booked, a confirmation email or confirmation text message is automatically sent to the Parent. The Parent then needs to respond to the message to automatically confirm the booking. f they do not they will lose the booking.

This new process is for existing clients only. Manual processes are needed to register new clients

Appointment reminders will be sent automatically to the Parents by text or email. The Parent then needs to respond by text or email to automatically confirm the appointment booking. If they do not they will lose the booking.

PLEASE i need :

Write one SMART Objective for the Project.

One Page for each, with a Clear Heading &Legend on every page