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10 Service Delivery, Service Mapping - Coggle Diagram
10 Service Delivery
Designing & Documenting Service Processes
Flowcharting
People
Mental Stimulus
Information
Possession
Blueprinting
Components
Customer actions
Onstage employee actions
Backstage employee actions
Support processes
steps of Blueprinting
Step 1 - Identify the process to be blue-printed
Step 2 - Identify the customer / customer segment
Step 3 - Map the process from the customer ’s point of view
Step 4 - Map contact employe e actions, onstage and back-sta ge
Step 5 - Link customer and contact person activities to needed support functions
Step 6 - Add evidence of service at each customer action step
Users
Service Marketers
Human Resources
Operations Management
System Technology
Advantages of Blueprinting
Distinguish between frontstage & backstage
Clarify interactions
Identify potential fail points
Pinpoint Customer wait stages
Service Mapping
Evidence
Point of Contact
Process