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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.
Discuss the idea that an information system by itself can rarely provide a sustainable competitive advantage?
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Bridget Jones has been the manager of the research office at her company for over a year. She is beginning to wonder if she will ever be comfortable in this role. Her employees see
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