Friday, February 26, 2010
Services Blueprinting
This article describes one technique—service blueprinting—that has proven useful for service
innovation. Service blueprinting is securely grounded in the customer's experience and it allows
the clear visualization dynamic service processes. The technique is described in detail in the
paper including real case examples that illustrate the value and breadth of its applications. Case
studies include:
• Yellow Transportation
• ARAMARK's Parks and Resorts
• IBM
• Marie Stopes International
• San Francisco Giants
These cases illustrate how service blueprinting can be successfully applied for the following
purposes:
• Providing a platform for innovation
• Recognizing interdependencies among people and functions in delivering service
• Facilitating both strategic and tactical innovations
• Designing moments of truth
• Visualizing and understanding the customer's experience
• Transferring and storing innovation knowledge
• Creating ideal experiences
• Clarifying competitive positioning
Guidelines for a service blueprinting workshop based on Arizona State University's Center for
Services Leadership programs are provided along with detailed insights for managers and
academics
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1 comment:
We offer blueprinting services New York with highest quality results. As a services provider we take pride in the work we deliver and develop relationships with our clients.We use wholesale paperto provide quality prints and ensure that the print products go beyond the expectations.
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