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Service blueprint

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Service blueprint

  1. 1. 10-1 SERVICE BLUE PRINTING
  2. 2. 10-2
  3. 3. 10-3 Service blueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with it objectively regardless of their individual point of view .
  4. 4. 10-4 - Break the service into logical components - To depict the steps or tasks in the processes, - The means by which they are executed - An evidence of the service as consumer experiences
  5. 5. 10-5 A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
  6. 6. 10-6 Components of Service Blueprint Customer actions “Onstage” contact employee actions “Backstage” contact employee actions Support Processes
  7. 7. 10-7 New Service Development concept development market testing Supporting a “Zero Defects” Culture managing reliability identifying empowerment issues Service Recovery Strategies identifying service problems conducting root cause analysis modifying processes
  8. 8. 10-8

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