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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.
A production process consists of a three-step operation. The scrap rate is 19 percent for the first step and 10 percent for the other two steps. a. If the desired daily output
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HOW TO SOLVE SEQUENCING PROBLEM FOR N-JOB AND M-MACHINES
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Select a current event and analyze it in terms of events, patterns, and structure
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