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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.
The ____ dimension refers to the methods available for converting resources into products and services. Task sociocultural technological political economic
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Persuasion - Types of Managerial Tactic The manager assigns the development of ideas to experts, possibly external consultants or internal technical staff who in turn project
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Electronic data interchange relies on Structured data and standard business documents.
Process Capability Index - Measure of the Inherent Capability This index provides a measure of the inherent capability of a process by simply relating the 6σ spread of the pro
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