What are the key elements of a service blueprint?

Elements of a service blueprint

  • Physical evidence. What customers (and even employees) come in contact with.
  • Customer actions.
  • Frontstage or visible employee actions.
  • Backstage or invisible contact employee actions.
  • Support processes.
  • Lines.
  • Optional categories.
  • Come up with a customer scenario.

What are the six steps of service blueprint?

How to Create a Service Blueprint

  1. Step 1: Identify the service process to be blueprinted.
  2. Step 2: Identify the customer segment.
  3. Step 3: Map onstage/ backstage contact employee actions.
  4. Step 5: Link contact activities to needed support functions.
  5. Step 6: Add physical evidence of service at each customer action step.

What is blueprinting explain the stages involved in a blueprinting?

Define the goal: Define the scope and align on the goal of the blueprinting initiative. Gather research: Gather research from customers, employees, and stakeholders using a variety of methods. Map the blueprint: Use this research to fill in a low-fidelity blueprint.

How many components are there in a service blueprint?

The key components are (1) customer actions, (2) onstage/visible contact employee actions, (3) backstage/invisible contact employee actions and (4) support processes and physical evidence. …

What are the components of a service?

4 Main Components of a Service (Explained with Diagram)

  • The Physical Product: The physical product is whatever the organization transfers to the customer that can be touched.
  • The Service Product:
  • The Service Environment:
  • The Service Delivery:

What are the key elements of a service blueprint quizlet?

Terms in this set (23)

  • id the process to be blueprinted.
  • id the customer or customer segment.
  • map the process from the customer’s POV.
  • map contact employee actions and/or tech actions.
  • link contact activities to needed support functions.
  • add evidence of service at each customer action step.

What are the steps of service?

10 Steps of Service

  • Greet Guests.
  • Offer Beverage.
  • Serve drinks & offer appetizer.
  • Take food order. Repeat back order to customer. Remove menus.
  • Serve food. Warn of hot plates. Offer beverage.
  • Two-minute check back. Clear unnecessary plates or glassware.
  • Clear plates.
  • Suggest dessert & after dinner drink.

What is blueprinting in project management?

An IT blueprint is a planning tool or document that an information technology organization creates in order to guide its priorities, projects, budgets, staffing and other IT strategy-related initiatives.

What is backstage in service blueprint?

Backstage actions taken by employees that are not visible to the customer. The next part of the Service Blueprint is the “backstage” invisible actions of employees that impact customers. Actions here are separated from onstage service delivery by the line of visibility.

What is physical evidence in service blueprint?

Physical Evidence: Tangible elements associated with each step that has the potential to influence customer perceptions of the service encounter e.g. uniforms, delivery vans. Inventory (if required): the amount of inventory build up required for each step.