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Service Blueprinting - Process Design
Most of the recording techniques described so far had their origins in the heyday of scientific management. Service blueprinting is much younger; it first appeared in a paper by Shostack in 1984. Although it has certain similarities to the traditional process flow chart, its unique feature is the line of visibility. Above the line are those parts of the process that the customer observes; below the line are the back-office activities that are not witnessed by the customer. The figure below (adapted from Shostack, 1987), presents an example of a service blueprint for an instalment lending process.
It is Monday 3rd of June and Sarah is delighted that at the end of last week her staff managed to finish all the outstanding jobs. Sarah is in charge of a proofreading department a
When you find the potential energy of something and its negative what is the significance of the algebraic sign?
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Determine how you might deploy resources
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