MBA

1. 10-1
SERVICE BLUE PRINTING

2. 10-2

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. 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. 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. 10-6
Components of Service Blueprint
Customer actions
“Onstage” contact employee actions
“Backstage” contact employee actions
Support Processes

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. 10-8