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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.
What suggestions would you make to Veronique to improve the process?
As a library or internet assignment, find the U.S. productivity rate (increase) last year for (a) national economy, (b) manufacturing sector, and (c) service sector.
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Appraising Employees at the San Diego Zoo
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Discuss the ways in which culture and technology coincide. Give an example from your own experience or the experience of others where culture and technology have impacted one anoth
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