Service blue print
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22-02-2011, 10:46 AM



.pptx   Service blue prinT SANTHOSH.M.P.pptx (Size: 738.29 KB / Downloads: 59)
Service blue print
• A service blueprint is basically a flowchart of the service process. It is a map in which all the elements or activties, their sequencing & interaction can be visualized. In the simplest terms, a service system blueprint is a picture of a service system. A concept blue print is a macro blue print. Mainly using logistics, industrial engineering, decision theory &computer system analysis.
Reading & using service blueprint
Understand the customer’s view of the process or the customer experience, the blueprint can be read from left to right, tracking the events in the customer action area. A hospital in florida, recognizing that its patients were passed from one contact employee to another with little or no individual attention, reorganized itself so that the each patient’s were assigned to a “care pair” . Who served the patient’s needs from check-in to discharge. The result was a reduction in operating costs of greater than 9% along with higher patient satisfaction.
From the customer’s point of view would impact the contact employee & other internal processes & vice versa. Blue print can be used to assess the over all efficiency &productivity of the service system &to evaluate how potential changes will impact the system.
Service Marketer
creating realistic
customer expectations
service system design promotion
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