Scribd
Upload
57 views12 pages

Aligning Service Design and Standards

This document discusses service design and innovation. It introduces service blueprinting as a technique to visualize customer interactions and align service goals with customer needs. Service blueprinting involves mapping both the frontstage customer experience and backstage provider processes. The document provides examples of how service blueprinting can be used for new service development, ensuring reliability, and improving service recovery strategies.

Uploaded by

Aryan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
57 views12 pages

Aligning Service Design and Standards

This document discusses service design and innovation. It introduces service blueprinting as a technique to visualize customer interactions and align service goals with customer needs. Service blueprinting involves mapping both the frontstage customer experience and backstage provider processes. The document provides examples of how service blueprinting can be used for new service development, ensuring reliability, and improving service recovery strategies.

Uploaded by

Aryan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 12

9-1

ALIGNING SERVICE DESIGN


AND STANDARDS

SESSION:11 & 12
9-2

Provider Gap 2
9-3

Types of Service Innovations

 major or radical innovations

 start-up businesses

 new services for the currently served market

 service line extensions

 service improvements

 style changes
9-4

New Service Development Process


9-5

What is a designed service?


9-6

SERVICE DESIGN

is about creating and taking decisive and deliberate


actions that will promote, support, and sustain positive
service experiences.
9-7

If you wanted to design a service -


what would you do?
9-8

Using design methods to meet your goals:

As you collect ideas and plans for acting on


achieving these goals –

 consider the client’s perspective

Service Blueprinting is a collaborative, thoughtful, and revealing effort that


produces a visualization of customer interactions and behaviors as they are linked with
provider backstage events. This technique facilitates the examination of how to align
your service goals with the client’s expectations and needs.
9-9

Service Blueprint Components


9-10

Blueprint for Express Mail Delivery Service


9-11

Building a Service Blueprint


9-12

Application of Service Blueprints

 New Service Development


 concept development
 market testing
 Supporting a “Zero Defects” Culture
 managing reliability
 identifying empowerment issues
 Service Recovery Strategies
 identifying service problems
 conducting root cause analysis
 modifying processes

You might also like