Case Study: Current State You are hired to help a small business with process issue. They are located in Scarborough, called the Scarborough Hair Salon (SHS). They cut and style hair for children ages 6 and under. SHS has hired you to improve their Appointment Booking Process. They do like using technology, but do not feel they need it at this time. The salon appointment booking process is very time consuming. They have been overwhelmed since the pandemic lockdown ended. They have one Stylist and a Receptionist. The receptionist is very busy, so SHS has hired two additional temporary staff members to help the receptionist. With three people involved there have been communication issues, and there have also been many mistakes. You need to first understand the Current State, before you can recommend a solution. You went to SHS for 2 days and observed the business operations, and made the following notes: Appointments can be booked, changed or canceled by phone only There is a hand-written schedule on a whiteboard in the back office that is manually updated by the Receptionist This schedule is often out-dated by the time the Stylist is ready to see customers Appointment confirmations are done by text message or email, and sometimes do not get done There are many cases where appointments are booked, and no one shows up Sometimes the Stylist is double booked by accident SHS needs your help. But first you need to document and understand the Current State. Today you will only document the Current State Process. 1. Provide 2 Key Metrics that should be measured in this Process Improvement Project.