Three complaints about one clinic
Maple Vet is a made-up animal clinic. A nurse says the appointment book is always full of mistakes. A pet owner says the reminder texts never come. The manager says the printer breaks every week.
Who is affected? What is the real issue? What should change? This lesson shows how to turn complaints into a recommendation.
By the end of this lesson
Note
I can recommend an IT solution and draw a simple diagram of how its parts connect.
Key words
| Word | What it means |
|---|---|
| Recommendation | a suggestion of what an organisation should do |
| Stakeholder | a person or group affected by a decision |
| Stakeholder review | what people affected say about a service |
| Service issue | a problem with how a service works |
| System diagram | a drawing of the parts of a system and how they connect |
| Data flow diagram | a drawing that shows how data moves between places |
| Network | devices joined so they can share data |
The cells students fill in are left blank in this preview.
Starter: what you already know
Have a go
Starter: what you already know
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Find the issues from what people say
Start with what you are given. This may be stakeholder reviews (what people say), the current catalogue, and the organisation's needs.
Read each one and list the service issues. An issue is a problem with how a service works. Then ask: who is affected by each one?
Worked example: Maple Vet
| What was said | Service issue | Who is affected |
|---|---|---|
| "The appointment book is full of mistakes" | Booking done by hand, with double bookings | Nurses, vets, pet owners |
| "The reminder texts never come" | No reminder service in the catalogue | Pet owners, reception |
| "The printer breaks every week" | Old hardware with no support | All staff |
The cells students fill in are left blank in this preview.
Check
Have a go
Check
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.