Test bookings are not client bookings

Lesson map

Lesson 17. Map, example, EX071.

flowchart TD
  S["Success was defined in advance"] --> F["Front-desk staff make test bookings"]
  F --> I["Isolated copy, outbound mail blocked"]
  I --> C{"Did a client receive a booking?"}
  C -->|No| K["The 20 minutes are a step length, not a client count"]

The front desk practised on a copy. Clients were kept outside that practice.

Logical drawing

success definition
    test bookings in the restored portal
safeguards
    isolated copy
    outbound email blocked so test bookings cannot reach clients
    live portal not touched
step
    front-desk test bookings: 20 min
        |
        +-- 20 is minutes, not a number of clients
        +-- no client is named
        +-- the blocked mail is why the practice stayed inside

Learning outcomes

After this chapter, you should be able to:

1. Read the front-desk step as test bookings on the isolated copy.
2. Refuse a claim that clients were booked.
3. Keep 20 minutes as a duration.

17.1 The success test was a rehearsal with the door shut

Success was defined before the exercise as front-desk staff making test bookings in the restored portal. The plan blocked outbound email so those bookings could not reach clients, and nobody touched the live portal. A classmate says the service outcome is met because the front desk booked for twenty minutes, so clients were seen. The twenty minutes are the length of the step, not a count of people. The bookings were tests on the isolated copy. The block on outbound mail is the reason a client should not have received one. The engineer names no client and does not convert 20 into a headcount.

17.2 Worked example

Lesson table; scroll horizontally to read all columns →

Synthetic case. No client name and no appointment count are added.

Errors and limits

A successful rehearsal is evidence about the copy. It is not yet evidence that a client can still book when the live portal is down.

Apply

• EX071 — Who was booked? The front-desk step took 20 minutes and the success definition was test bookings on the restored portal. Outbound mail was blocked. A teammate says twenty clients were seen. What stays a duration, and who was not booked?
  Show marking criteria

  Rubric: 3 = 20 minutes is the step length, not a client count; the bookings were tests on the isolated copy; clients were not booked; name no client;; 2 = duration, not clients;; 1 = one of those;; 0 = none.