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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.
Operations Management Activities - Responsibilities of Operations Managers The nature and responsibility of operations managers is changing. Once operations or production mana
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You are very annoyed by one of your third-party service providers (3PL) and want to confront him and re-negotiate a new relationship. How would you go about this important task?
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