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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.
Identify and discuss the four distinguishing characteristics of a mature (well-functioning) group. Give an example of a mature group you have participated in and the application of
Need help with paper for this class? Attain faculty approval as you select one of the following organizations: • Global Crossing • Tyco • WorldC
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What do you need to be a manager? What is the most difficult?
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