AH 2 AtHome Exercise on ServiceProcess Encapsulation and

AH- 2: At-Home Exercise on Service/Process Encapsulation and Metrics The Problem Context: A one-physician doctor’s office, supported by seven employees, with no real departments or divisions. Some of the problems noted in an initial conversation with the physician were: too much paperwork and too much time spent on administrative tasks. Overview description of the business process: A patient initiates a request for an appointment at the doctor’s office so that an appointment can be scheduled. When the patient arrives at the scheduled time, he/she “moves” through the system with data being captured and processed at each stage of the visit. The end result of the process is a series of tasks intended to produce full revenue for the doctor’s office (and to bill the appropriate persons/agencies, including the patient and the insurance companies). Your task(s) to complete for this assignment: Create a Work Systems Snapshot of the work system ‘doctors appointment’. Then Define what you believe to be two of the operative service or services in this process. Each service you define will encapsulate (enclose) a set of process tasks and expose a request/response interface to the service. There can be several services. Moreover, a process task can, in turn, be the client for yet-another service it relies on in order to perform its task (its problem-to-be-solved), performed internally or externally (or both). There’s no right or wrong answer to this; but some solutions will be better than others. Identify three or four distinct services. Once you’ve identified a service, state (for each service): 1. The client (identify by role; e. g. patient) of that service 2. The client’s problem-to-be-solved (PTBS) that service addresses 3. At least one value (customer perspective) and one process (process owner) metric (what) and measure (how) that you feel are most applicable to the client and service owner of each of the two services you identify. 4. Which steps/tasks in your work systems snapshot are included in that service. Note on metrics: While it’s fine to state the metric as, for example, “customer satisfaction” this must be backed up with a definition of how it can be measured (the “measure”).