Service blueprint
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The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. The service blueprint is one of the most widely used tools to manage service
Service blueprints include actions and the amount of discretion for varying each step
Symbols typically used in service blueprints
A self-service cafeteria accommodates volume operations by reducing divergence. Patrons must select from a range of pre-prepared dishes and opportunities for customisation are minimal or non-existent
Fine dining operations typically allow for increased divergence. Patrons can request special dishes, cooked to order, special ingredients or accompaniments
Harvard Business Review
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Harvard Business Review is a general management magazine published by Harvard Business Publishing, a not-for-profit, independent corporation that is an affiliate of Harvard Business School. HBR is pub
Service blueprint
…found applications in diagnosing problems with operational efficiency. The technique was first described by G. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984. Since its original development, a number of scholars have sought to increase its usefulness by adding various modifications that provide…
HBR Jan Feb 25
Some issues of Harvard Business Review