The starting point
This fictional example develops the case record I1 (Cancellation case record) from the business architecture example. The intended outcome O1 (Accepted resolution) is a timely resolution the learner accepts. P1 (Learner agreement) requires the learner’s agreement; R1 (Continuous ownership) requires continuous case ownership and preservation of that agreement through handovers.
The first proposed trial D1 (Process-only trial) covers internal courses. A partner course remains an escalation until the service owner agrees the responsibilities. Here we add a data definition and a proposed check to that same trial.
Meaning and relationships
Definition ID-DEF1 (Learner agreement definition): “learner agreement” records a learner’s acceptance of a specific alternative for the cancelled booking. It identifies the alternative, when acceptance occurred, who recorded it and a reference to the supporting interaction. An offered alternative remains an offer until acceptance is recorded.
| Record or concept | Relationship and rule |
|---|---|
| Booking | Identifies the learner and the cancelled course occurrence. |
| Cancellation case I1 | Refers to one cancelled booking. This trial allows at most one active case for that booking. |
| Owner assignment | Belongs to one case. Each active case has one current owner; earlier assignments remain in its history. |
| Agreement | Belongs to one case and identifies one alternative. Corrections can supersede earlier agreements; at most one is current. |
| Confirmation | Identifies the current agreement and the resulting booking. Resolution requires confirmation of that agreement. |
The service owner approves these meanings. A steward maintains the definitions and works with teams on recurring errors. RO1 (Case owner), the case owner, keeps the individual record current. The staff member who records agreement may be acting on a phone conversation or written reply; the reference should let an authorised colleague check what was accepted.
Record and representation
Decision ID-D1 (Shared case register): propose a shared register for the first trial, with a case identifier, cancelled-booking reference, owner, state, current-agreement reference and confirmation reference, plus the next action. A linked history records assignments, agreements and corrections. The register is the authoritative case record; the booking system remains authoritative for the booking itself.
The completed dictionary defines these fields and links them to the business rules. A later database or message format would map to the same definitions. The proposed arrangement needs access controls and a recovery procedure suitable for the people using it.
States and handovers
| Event | Proposed state and retained information |
|---|---|
| Cancellation accepted for handling | Open; identify the booking and assign an owner. |
| Learner accepts an alternative | Awaiting confirmation; record ID-DEF1 and its source reference. |
| Resolution is confirmed | Resolved; connect confirmation to the current agreement. |
| An exception exceeds the owner’s authority | Escalated; retain the owner, reason and next action. |
| An owner accepts a transfer | Keep the case state; end the earlier assignment and start the new one together. |
| A correction invalidates agreement or confirmation | Retain the earlier version and reason; return to open or awaiting confirmation as appropriate. |
In this trial, an escalated case resumes at the appropriate active state after the service owner decides the exception. Retention and retirement are separate from resolution. Their periods, triggers and treatment of copies remain open for the service owner’s decision before real records are used.
A proposed check
ID-V1 (Case meaning checks) extends V1 (Two-handover check), the two-handover check. It would use synthetic cases and the proposed records below. No service trial has been run.
| Case | Expected result |
|---|---|
| An alternative was offered but no acceptance was recorded | Case stays open; no current agreement is inferred. |
| Agreement names alternative A, confirmation names alternative B | Resolution is refused; the owner investigates the mismatch. |
| A new owner has not accepted the transfer | The existing owner remains responsible. |
| An earlier agreement is corrected | The current view uses the replacement, with a trace to the superseded version and reason. |
| The same cancellation is received twice | Identify the existing active case; preserve the source references without creating a second active case. |
The actual results are to be recorded when these checks are run. Baselines for error rates, handling time and correction effort are also unknown.
A partner is introduced
The hypothetical business finding L1 (Partner confirmation gap) exposes missing responsibility for partner confirmation. Keep the internal case owner and the learner’s agreement. Propose partner acceptance and confirmation-responsibility fields, identify who maintains them, and extend ID-V1 with a partner handover. The service owner must settle that responsibility before the trial is extended.
This changes the affected definition, record and check. O1, P1 and the continuous-ownership requirement remain the starting point.
Governance through a correction
Suppose an agreement was entered against the wrong alternative and a derived report already counts the case as resolved. The case owner checks the original interaction, corrects the agreement with a reason and reopens the case pending matching confirmation. The owner remains responsible until the case is resolved.
The reporting lead identifies affected report editions using the case version, reporting cut-off and calculation rule. The affected result is withdrawn or corrected, and its recipients are told. The steward checks for repeated errors; a change to meaning or permitted use returns to the service owner.
The completed governance record connects these actions to proposed checks for correction, revoked access and restored backups. All are unrun. Retention periods and disposal decisions still need agreement before real records are used. Data governance explains the responsibilities and wider choices.
Methodology configuration
I1 could be called a case, a service request or a business object in your method. Check which scope each term covers. Map the definitions, state rules and checks to your existing glossary, models and reviews. Use the blank and completed templates and the shared configuration guidance.
The organisation example develops accepted handovers, cover and exceptions using this same case record.