Overview of Current State As the owner of a Pet Veterinary clinic you realize the current state is full of problems that is negatively impacting business - loss of customer, loss of revenue, reputation is declining.

You are told by very bright PMGT 708 consultants that you need to replace its much older BOOKING processesthat are mostly manual processes i.e., there are no automated, online Booking System that customers (owners of pets) can book appointments and manage those appointments. This also includes the current state is manually managing the veterinarians and their schedule.

With this very manual way of running the business of a Pet Clinic the manual steps waste a lot of employees' time that you are paying for - the efficiency is low and this is costing you money. Also, there are mistakes in accepting customers' payments, matching up the pet with the veterinarian best suited to see the sick pet, customers and their pets sometimes get double-booked and sometimes the booking does not get done and angry customers call in as they have no confirmation of the booking to see a veterinarian.

Part of the problem is that the processes are not clearly documented. This project will be to define the objective of the project, list metrics for how improvement will be measured from the current state in going to the future state, document the current state using Context Diagram and Use Case Diagram; then to take requirements needed to improve the current state to document the Future state using the Context Diagram and the Use Case Diagram

Definitions you need to know for this case study:

• a Booking is the same thing as an Appointment
• a customer is the owner of the Pet and the Pet is the Patient

CURRENT STATE- Detailed Description and Problems

Below are the processes that are currently MANUALwith explanations of the current capabilities of the manual processes:

• Managing Appointments (i.e., Bookings) include
  • Customers and their Pets
    • Book, Cancel or Re-schedule Appointment by calling in or walking in
  • Administration
    • Assigns the veterinarians to an appointment day and time
    • Places the paper case file on the matching vet desk for the next days' appointments
    • Confirms appointments with customers by phoning them
    • Books a follow up appointment when notified by the vet to do so - and sometimes forgets or sometimes the vet forgets to leave a paper appointment slip on the admin desk
  • Veterinarians
    • Do not get matched correctly with the correct pet - for example a veterinarian who specializes in cats gets booked with a snake
    • Do not get the correct case file to view (View Case File) sometimes on their desks
    • Sometimes forget to confirm the time and day of an Appointment that the admin posts on paper in the coffee room
• Managing Reminders
  • Administration
    • Sends Reminders for the next appointment to the customer
    • Receive a paper receipt of payment
  • Accounting
    • Receives payment notification
    • Documents payment (credit to customers account)
    • Calculates outstanding balance for the student
    • Informs customer with a letter of Overdue Payment
• Managing Schedule
  • Administration
    • Create Appointment Day and time manually for each customers' Request for Appointment
    • View schedule of veterinarians by sorting through paper where the vets keep their paper schedules
    • Update schedule - this involves
      • moving a customer's day and/or time of appointment
      • moving the veterinarians' days and/or times of appointment for various reasons like the wrong vet was assigned given the vets areas of expertise
  • Veterinarians
    • Review Schedule provided by the admin
    • Request Update Schedule or Cancel Schedule for various reasons
    • Send Non-Availability to Admin due to vacation, sickness, etc.

Almost everything is done manually and this causes lots of mistakes such as the wrong vet assigned to an appointment, a customer does not receive an appointment even though they requested one (it was lost in the paperwork), a customer gets booked twice when they should have been booked only once, the appointment day and time given to a customer is not what the Admin recorded in the Appointment book so a customer appears at the Pet Clinic but cannot be provided an appointment when the expected - but the customer can wait 2 or 3 hours to get into see a vet - but usually leave out of frustration.

Changes to schedule are manual and it is hard to keep track of the changes. A vet has booked a week off but the admin lost this and was scheduled for appointments all week - which resulted in more frustrated customers.

The Project to build an improved FUTURE STATE

The Objective of the projectis to Build and Implement a Pet Clinic Appointment System that will increase student satisfaction, retain more students (and thereby increase revenues) and improve the processes for

This project will be to define the objective of the project, list metrics for how improvement will be measured from the current state in going to the future state, document the current state using Context Diagram and Use Case Diagram; then to take requirements needed to improve the current state to document the Future state using the Context Diagram and the Use Case Diagram

Requirements (what is Needed to improve)

Requirements for Improvements have been elicited for what the Course Registration System will be able to do and are discussed below

Schedule of Appointmentsmust be available online and updates reflected instantaneously - The Admin and Vets need to see theStatus of the Schedule of Appointments at any given time and have this up to date as currently they print out hard copies of the schedule andthe schedule hard copies often are out-dated

If a specific day gets fills up with appointments, customers who have made Request for Appointment must be notified via email of the next available days and times so they can lock this appointment in. This would be an 'Update Appointment Request' function in the future state online Appointment System.

There is no SPECIALIST VET involved in the Current State. To provide much much better service to customers with their pets, a requirement is tohave SPECIALIST VETS available online if the customer would like to tell her/his serious pet health issues over with the SPECIALIST VET. This SPECIALIST VET is currently not part of the Pet Clinic service offerings but in the future state, will have online, "on-the-spot" consultation if the in-house vet needs to refer to a more SPECIALIZED VET.

There is no integration of a Billing System to manage online payments in the Current State. Allowing customers to Make Payments online with credit card, debit cardor PayPal are requirements customers of pets have been asking for. Other related requirements will be Customers will be able to View Payment History, Receive Payment Confirmation via email and View Outstanding Balance.

NOTE - in the Current State customers must go to the Accounting Department where they can Make Payments with credit card, debit card (no PayPal), and Receive Payment Confirmation via a paper receipt. In this project the Accounting Department is replaced by the Billing System.

There is noMedicine Cataloguein the Current State.Vets need a Medicine Catalogue containing a list of all current medicines, and details of how to prescribe and administer to pets, for common household pets for a myriad of illnesses. Vets will View Medicine Information and can Email Medicine Advisorsto ask questions about medicines. This will be included in the project to help vets make informed decisions for the best possible care of common household pets.

Payment accepted in Future State with Crypto: Currently, there is Payment by cash only so there is a loss of business from this. In the future stateyou also want toadd pay with Bitcoin cryptocurrencyand pay withDogcoin cryptocurrency.

Loyalty Points System to be added in the Future State.To generate more business, you want to offer all people in the community the ability to Redeem Points and tie this to the Points system which will interact with the Appointment system in the future state. Customers can Earn Points for any all Pet Clinic services, much like at Tim Hortons coffee where you get points and earn a free coffee. The points will be used for all animal spa and salon services such as hair cutting, toe nail cutting, wash and dry and so on.

OTHER FUNCTIONAL REQUIREMENTS the online Appointment System will havebeen the following:

Add new Customer and Pet Name

Record customer's basic data.

Registration of pet details.

Search for a pet by name.

View visit details.

Update pet treatment details such as Remove medication or procedure

Add medication or a procedure Update medication or procedure Track the detailed information of pet, booking, appointment, medicine Vets can view their patients' treatment records and details

Create a Current State Model and Future state model. Also,

1. Provide 1 SMART Business Objective for the Process Improvement Project the objective is the overall, 'big -picture' that we want to have as the future state. The Business objective is related to an IMPROVEMENT revenue (tuition paid), student satisfaction, costs of the school from all the manual process that people are paid to execute, # of students (like # of subscribers to a website) may increase or in this case may decrease.
2. Provide 2 keyMetrics that should be measured in this Process Improvement Project

Metrics are a quantitative measure that we seek to improve upon when going from the Current state to the Future state. How we determine a metric and is by

• looking at a problem - the case study has many problems. This assignment asks you to select 2 problems and define 1 metric for each problem one metric for each problem. An example is below...

1. Context Diagram: Current State Using the information in the current state provided in the case study, follow the steps we learned in class to build the Context Diagram. Make sure you include everything
2. Context Diagram: Future State Using the information in the future state provided in the case, follow the steps we learned in class to build the Context Diagram. Make sure you include everything To get full marks be sure to highlight the areaswith redthat are changed from Current State
3. Requirements: Provide a list of at least 10 Functional Requirements (actor - verb-noun - example - Student Views Payment History) that are new. we need to list functional requirements of the new online {ET Management System. In other word what are the functions the CRS must have - so this is a requirement. In other words, we need to list all the functional requirements we want the Pet Mgmt system to be able to do. For simplicity, you only need to list a maximum of 10 Functional requirements Requirements should be numbered and described unambiguously and must be measurable.
4. Use Case Diagram: Current State Using the information in the current state provided in the case study, create a Use Case Diagram. Make sure you include everything
5. Use Case Diagram: Future State Using the information in the future state provided in the case, follow the steps we learned in class to build the Use case diagram. Make sure you include everything

Highlight the areaswith redthat are changed from Current State