Designing Customer-Focused Service Processes
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