The process of service delivery can be mapped with a flow chart called “ service blueprint” for “service mapping”
Helps in controlling variability or inconsistency.
Blueprint helps in BPR (Business Process Re-engineering)
Helps in managing waiting process by information provision, automation, pre-process, alternative payment options.
Layers and features of service map Service structure Process Customer Front line employees Support staff Management services Front line employees Front stage Back stage Line of interaction Line of visibility Line of internal interaction Line of implementation