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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.
Define the areas for environmental responsibility. Bennett and James areas for environmental responsibility: • Production for example, minimising waste and toxic emissions.
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operation setback chart
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A worker machine operation was found to involve 3.5 minutes of machine time per cycle in the course of 40 cycles of stopwatch study. The workers time averaged 2.3 minutes per cycle
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