Case Study: Current State

You are hired to help a small hairstyling business with a process issue. They are located in Scarborough, called the Scarborough Child Stylists (SCS). They cut andthe style for children ages 6 and under. SCS has hired you to improve their Appointment(Appt) Booking Process. They do like using technology, but do not feel they need it or should spend any funds on technology. At this time the Appt Booking Process is very time-consuming for them. They have a concern when the pandemic lockdown ends in afew weeks they will be overwhelmed. They have one Stylist and a Receptionist. The receptionist is very busy, so SCS 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 Statebefore you can recommend a solution. You went to SCS prior to the last lockdown for 2days 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This schedule is often outdated by the time the Stylist is ready to see customers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

SCS needs your help. But first, you need to document and understand the Current

State. Today you will only document the Current State Process, although you will

define metrics for tracking purposes

1.The number of bookings made. Later on, you can use this figure to segment bookings such as:

- Bookings on weekdays/weekends

- How many of the bookings are canceled

- How many of the bookings are confirmed

- How many bookings are made but did not show up

Explanation:

2.The amount of time consumed by the receptionist and two staff to respond to customer messages. This could be specified as to:

- Amount of time from the receipt of bookings/changes/canceled to the updating of schedule

- Amount of time from the receipt of booking to confirmation

1. Functional Decomposition Chart (2 points):

Functional Decomposition of the Current Process