Designing Customer-Focused Service Processes

Wednesday, November 06 | 3:30PM–4:10PM
Session Type: Professional Development

NOTE: The times listed are in EASTERN TIME.

Service blueprinting is introduced as a method for designing customer-focused service processes. The details of the tool will be given, including why such a tool is needed, its detailed components, and why service blueprinting is useful to universities. Examples of service blueprints will be given.

Learning Objectives: Understand why the service blueprinting tool is needed in service organizations | Understand the basic purpose of a service blueprint | Learn the three criteria for customer-focused service processes


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