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SERVICE BLUE PRINTING

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Architect Blue Print

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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 .

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- 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

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SERVICE MAPPING/BLUEPRINTINGA tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.

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

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APPLICATIONSNew Service Development

concept developmentmarket testing

Supporting a “Zero Defects” Culture

managing reliabilityidentifying empowerment issues

Service Recovery Strategiesidentifying service problemsconducting root cause analysismodifying processesOYO Rooms Independence Day - JAI HIND - #Azaadi4Me.mp4

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