Service blueprints provide a visual map of a service process from the customer's perspective. They show customer actions and touchpoints, as well as frontstage and backstage employee actions and support processes. The key components are the customer actions line, line of visibility separating visible and invisible employee actions, line of internal interaction separating employee actions from support processes, and evidence of service. Service blueprints can be used for new service development, improving reliability, service recovery strategies, and informing various business functions like human resources, technology, marketing, and operations management.
Offering a unique service which was not not earlier offered into the market is called new service and the process of designing such new service is called New Service Development.
Offering a unique service which was not not earlier offered into the market is called new service and the process of designing such new service is called New Service Development.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
Integrated service marketing communication with exampleRadhika Venkat
This presentation covers the integrated service marketing communication tools and as well as the role of communication tools for service industry.
It also covers the example relating the successful mix of communication for HOTEL MARISOL.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
Integrated service marketing communication with exampleRadhika Venkat
This presentation covers the integrated service marketing communication tools and as well as the role of communication tools for service industry.
It also covers the example relating the successful mix of communication for HOTEL MARISOL.
Découvrez les méthodes utilisées pour concevoir une interface qui procure une bonne expérience utilisateur. Vous verrez l'ensemble des étapes d'un projet UX avec un aperçu des notions fondamentales du design.
Découvrez tous les meilleurs outils de conception d'interface. Du sketching au prototype animé, vous verrez l'ensemble des outils favoris du designer en phase de conception
Étude de cas : Comment Younger hearts utilise l'expérience map pour concevoir...Newflux UX/UI News
Découvrez un retour d'expérience sur toute la conception d'une solution pour aider les personnes qui ont la cinquantaine à s'informer et améliorer leur santé. Younger Hearts, Health program a pour objectif d'aider les personnes de +50 ans à faire attention à leur état de santé, notamment grâce à une prise de conscience et une alimentation saine accompagnée d'exercices physiques.
this is the design engineering report on the topic of the GAS-LIQUID reactions. which involves the primary information about this topic for DE for chemical engineering......
This was presented at Service Design 2011 on 3 May, 2011 in Sydney, Australia.
The description:
Service design cannot be practiced to its fullest extent without the capability of capturing and expressing what a service is. In addition to capturing the core processes and logistics of service delivery, such as touchpoints, roles, contexts and purposes, we also need to capture the inherent qualities of the service experience, from both a customer and business perspective.
Drawing on their work with some of Australia’s largest organisations and smallest start-up businesses, Janna DeVylder and Iain Barker of Meld Studios will share practical insights applicable to anyone wanting to use service mapping within their practice. They will look at service mapping as both a process and as an outcome. First they will define what a service map is, what elements are required to create it, and an overview of how you can express a service visually. They will also discuss how the map can be used dependent upon where in the project process you are, from mapping current-state and identifying opportunity areas, expressing future state, or articulating the service roadmap of getting from today to the future.
Based in Sydney, Meld Studios are strategic designers with business brains. They help organisations to see new ways of thinking, explore opportunities and turn ideas into tangible realities.
This presentation consists of example of multiplex blueprint and brief introduction of service blueprint and components of service blueprint which is used in service development.
Objective- Design-Develop a -Service Blueprint- for a firm-business of.pdfAugstore
Objective: Design/Develop a "Service Blueprint" for a firm/business of your choice. Pick either
some brand/organization of your preference for structuring your service blueprint along those
lines, or feel free to create something innovative as a service-based organizational offering to the
market and generate your blueprint accordingly. Your development procedure must encompass
the functions/roles of the each of the following Service Blueprint components: - physical
evidence (as available to the customer above each point of contact) - customer actions - onstage
contact employee actions - backstage contact employee actions - support processes (in the
business to facilitate service delivery) - line of interaction (explaining contacts between
organization and customer) - line of visibility (explaining contact between onstage and backstage
employees) - line of internal interaction (explaining contacts between backstage employees and
service support processes and activities) * your Submission (preferably as: word doc or ppt file
or excel file) should be in the form of the "Service Blueprint diagram" developed by you based
on the above components built into it. Elements of any typical Services Setting/Framework -
Core Service - the structure and content of the service [qualified personnel, capacity management
and inventory handling variables, balancing incurred costs and pricing issues, service-branding
and associated products, logistical aspects for location-bases and sitedeliverables, service-
promotions] - Employee-Service - the manner in which employees deliver the service [personnel
training/grooming skills; "moment of truth"] - Servicescape - the environment (physical and
online) wherein the service is being rendered [facilities, amenities, aesthetics, displays, comfort,
cleanliness, settings, layouts, features, access.....] - Services - inseparable from service-provider -
both unite integrally to deliver "Value" (perceived benefits for price paid) to customer. - Services
components important-tendency to affect the expectations, cognitive, behavioral, emotional,
psychological responses and satisfaction levels of customer toward the
service/brand/organization. Attributes/Determinants measuring Service Quality - Reliability -
server's knowledge, skill, and ability to perform service dependably/accurately - Responsiveness
- service-provider's willingness to serve and assist - Assurance - server's training in building
rapport and courtesy exhibited to customers, and server's ability to generate/maintain trust and
confidence from the market - Empathy-server's ability to attend to and care for customers, and
identify with their needs/requirements - Tangibles - products and physical elements associated
with the respective service being rendered, and their position in the service delivery environment
Service Mapping/Blueprinting A tool for simultaneously depicting the service process, the points
of customer contact, and the evidence of service from t.
As services become more interconnected across channels and devices - and more importantly across time and space - it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service.
In this talk, I focus on the power and peril of the touchpoint - where customers connect with your product or service. I discuss how to orchestrate these moments across increasingly complex journeys.
Designing Service Process
Fail-Proofing Service Process
Setting Service Standards
Consumer perception and Emotions
Service Process Redesign
Self Service Technologies
Customer Participation in Service Process
Managing Customer’s Reluctance to change
Journey Maps are a popular and important method in customer and user experience optimization. Here are some best practices for creating Journey Maps that will be effective in transforming your customer’s experience. The infographic discusses:
-What journey maps are and why create them
-The high-level steps to create a customer journey map
-The essentials of effective customer journey maps
-The different types of journey maps (ex: Customer Lifecycle, Service Blueprint)
-An example customer journey.
This presentation was done as a quick research project based on my interest and curiosity about service design. I would like to integrate this with my personal brand.
AppRoamer is a cutting-edge web-based travel management system that supports the wide range of management and distribution aspects of your travel business.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
2. Service Blueprint Service blueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with it objectively regardless of their individual point of view . Particularly useful at design and redesign stages of service development. It provides a way to break the service into logical components and to depict the steps or tasks in the processes, the means by which they are executed and evidence of the service as consumer experiences it.
3. Service Mapping/Blueprinting A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view. Process Service Mapping Points of Contact Evidence
4. Blueprint components Basic components of Service Blueprint are: Customer actions “Onstage” contact employee actions “Backstage” contact employee actions Support processes
5. Blueprint components Customer actions: it includes steps, choices, activities and interactions that customer performs in the process of purchasing, consuming and evaluating the service Onstage employee actions: steps and activities that the contact employees performs that are visible to the customer. Backstage employee actions: steps and activities that occur behind the scene to support onstage activities.
6. Blueprint components Support processes: covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.
7. Service Blueprint Components CUSTOMER ACTIONS line of interaction “ONSTAGE” CONTACT EMPLOYEE ACTIONS line of visibility “BACKSTAGE” CONTACT EMPLOYEE ACTIONS line of internal interaction SUPPORT PROCESSES
8. Service Blueprint Components Line of interaction: direct interactions b/w the customer and organization. Line of visibility: this line separates all service activities that are visible to the customers from those that are not visible. Line of internal interaction: separates contact employees activities from those of other service support activities and people. Physical evidence
9. Express Mail Delivery Service Truck Packaging Forms Hand-held Computer Uniform Truck Packaging Forms Hand-held Computer Uniform PHYSICAL EVIDENCE Customer Calls Customer Gives Package Receive Package CUSTOMER Driver Picks Up Pkg. (On Stage) Deliver Package CONTACT PERSON (Back Stage) Customer Service Order Airport Receives & Loads Fly to Sort Center Load On Truck Dispatch Driver Unload & Sort Fly to Destination SUPPORT PROCESS Load on Airplane Sort Packages
10. Overnight Hotel Stay Bill Desk Lobby Hotel Exterior Parking Hotel Exterior Parking Cart for Bags Desk Registration Papers Lobby Key Elevators Hallways Room Cart for Bags Room Amenities Bath Menu Delivery Tray Food Appearance Food PHYSICAL EVIDENCE Arrive at Hotel Give Bags to Bellperson Call Room Service Check out and Leave CUSTOMER Receive Bags Sleep Shower Go to Room Receive Food Eat Check in Greet and Take Bags Deliver Bags Deliver Food Process Registration Process Check Out (On Stage) CONTACT PERSON Take Food Order (Back Stage) Take Bags to Room Registration System Registration System Prepare Food SUPPORT PROCESS
11. Building a Service Blueprint Step 6 Add evidence of service at each customer action step. Step 4 Map contact employee actions, onstage and back-stage. Step 3 Map the process from the customer’s point of view. Step 1 Identify the process to be blue-printed. Step 2 Identify the customer or customer segment. Step 5 Link customer and contact person activities to needed support functions.
12. Application of Service Blueprints New Service Development concept development market testing Supporting a “Zero Defects” Culture managing reliability identifying empowerment issues Service Recovery Strategies identifying service problems conducting root cause analysis modifying processes
13. Blueprints Can Be Used By: Human Resources empowering the human element job descriptions selection criteria appraisal systems System Technology providing necessary tools: system specifications personal preference databases Service Marketers creating realistic customer expectations service system design promotion Operations Management rendering the service as promised managing fail points training systems quality control