Kim

1. Service Blueprint
Presented by Kim

2. Definition
01
A tool for depicting at the same time
the service process, the points of
customer contact,
and the evidence of service
from the customer’s point of view.

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New
Service
Development
Supporting a
“Zero
Defects”
Culture
Service
Recovery
Strategies
Concept development
Market testing
Managing reliability
Identifying empowerment issues
Identifying service problems
Conducting root cause analysis
Modifying processes
Application of Service Blueprints
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Service Blueprint Components
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Service Blueprint Components
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includes steps, choices, activities and
interactions that customer performs in the
process of purchasing, consuming and
evaluating the service

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Service Blueprint Components
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steps and activities that the
contact employees performs
that are visible to the customer.

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Service Blueprint Components
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steps and activities that occur behind the
scene to support onstage activities.

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Service Blueprint Components
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covers the internal services, steps and
interactions that take place to support the
contact employees in delivering the service

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Service Blueprint Components
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Service Blueprint Components
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Service Blueprint Components
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Building a Service Blueprint
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Example

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need to draw the text box size.Please read
the instructions and more work at the end
of the manual template.
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Specifying the physical evidence, staff actions,
and support systems / infrastructure
needed to deliver the service
across its different channels
Conclusion
05
An operational planning tool
that provides guidance on how
a service will be provided