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The service blueprint has become one of the most widely used tools to manage service operations, service design and service positioning. The service blueprint is built by first listing all the actors involved in the service process on a vertical axis, and all the steps required to deliver the service on the horizontal axis. Students must firstly see an academic advisor to ensure that their course progress in on track, then see an administrative advisor to check that paperwork is in order and finally see a cashier to pay tuition fees and pay any fines, such as overdue library books before they can finalise their enrolment. The blueprint allowed stakeholders to not only learn from their findings, but also communicate to other agencies the need for better supports and information dissemination for people living with ALS. Follow @erik_flowers and @meganerinmillerEmail us! Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. If you can, interview customers to gain a realistic perspective of the scenario. (1) the Line of Visibility (as in the original); (2) the Line of Interaction which separates customer actions from service provider actions (3) the Line of Internal Interaction which separates the front office and the back office and (4) the Line of Implementation which separates management zone from the support zone. Zeithaml and Bitner recommend adding four lines to the map. [1] The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. Ceric, A., D'Alessandro, S., Soutar, G. and Johnson, L., "Using Blueprinting and Benchmarking to Identify Marketing Resources that Help Co-create Customer Value,", This page was last edited on 11 December 2019, at 19:53. The ISO 27001 App Service Environment/SQL Database workload blueprint sample extends this sample. Customer participation focuses on reducing the costs associated with delivering the service product. Most people like to use a single arrow to indicate that a role flows in that direction, while a double arrow means that two roles are interdependent. About the Service Blueprint Template. Wener, R.E., "The Environmental Psychology of Service Encounters," in Czepiel, J.A., Solomon, M.R. Team members working on intricate processes can easily lose sight of the bigger picture or how actions affect other departments, fellow team members, or customers. © Cinergix Pty Ltd (Australia) 2020 | All Rights Reserved, View and share this diagram and more in your device, Varnish Behind the Amazon Elastic Load Balance - AWS Example, AWS Cloud for Disaster Recovery - AWS Template, 10 Best Social Media Tools for Entrepreneurs, edit this template and create your own diagram. Finally, failures can be caused by customers who do not understand the process and do not know what they should be doing. hello@practicalservicedesign.com. Those incidents which have the potential to become especially satisfying or dissatisfying are known as critical incidents and may benefit from standardised procedures. A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels. Increase divergence: Increasing divergence results is effectively a niche market strategy. Get started by signing up for free to update it with your own information. The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency.

[16] By manipulating complexity and divergence, it is possible to envisage service process improvements, service product improvements or new service innovations.

A service blueprint is always constructed from the customer's perspective.

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