WGU System Thinking Assignment 3: Analyzing Software Transition Impact 2026 UPDATE

WGU's Four-Step Tool (based on "Six Steps to Thinking Systemically" by Michael Goodman and Richard Karash) STEP 1: Complete an Iceberg Tool for this case study. Questions to Ask 1. What are the key events in this case study? The key events in case study 2 are Fielder Medical Center tries to maximize profit while they have a strong business and happy patients. They created a plan to capitalize on positive patient reviews to attract more patients. Though there was a success with their plan and were fully booked for the next four months, patients experienced longer wait times. Unfortunately, this caused a lower rate of patient satisfaction. To address this problem, the medical center hired more doctors and nurses with the profits they made. However, they underestimated how long it would take to interview, hire, and train the new hires; which resulted in losing patients to other medical practices. Regardless of their problem, their business began to prosper again due to positive reviews, which led to the same problem over again. All in all, the Fielder Medical Center decided to not hire more people and hold onto their profits. 2. What patterns do you notice in the key events of this case study? The pattern I notice in the key events of this case study is a recurring rise and fall pattern in patient satisfaction and clientele. Patient satisfaction levels tend to rise when there is a balanced ratio of patients to medical staff. Although, when the schedule becomes more booked, patients receive less care and attention due to understaffing. This essentially causes a decline in satisfaction. The medical center’s management response to each decline differs. First, they hired more doctors and nurses to address the longer wait times to ensure care for all patients. For the second decline, management decided to keep their profits and prevent another fall in their patient satisfaction. 3. What structure(s) explain the patterns of events in this case study? The Fielder Medical Center aimed to increase profits during a fortunate time by creating a promotion where patients would make positive reviews for a chance to win prizes. This promotion allowed the medical center to gain more patients. However, the large number of patients overwhelmed the medical staff, so management decided to hire more doctors and nurses. Because the hiring process took some time, some patients went to other medical practices; which caused lower patient numbers. Those who stayed with the Fielder Medical Center were able to acquire top care and attention which resulted in more happy and positive reviews online. The patterns of events in the case study are good reviews attract more patients and lead to busier schedules and less time with the patients. This decline in patient satisfaction caused lower profits and lower clientele.