University - Year 1

Operations Management
Notes-8

1. Define Service.

Something that is done to or for a customer.

2. What is Service Blueprinting?

A method used in service design to describe and analyze a proposed service

3. What are the major steps in Service Blueprinting?

a. Establish boundaries for the service and decide on the level of detail needed.
b. Identify and determine the sequence of customer and service actions and interactions. A
flowchart can be a useful tool for this.
c. Develop time estimates for each phase of the process, as well as time variability.
d. Identify potential failure points and develop a plan to prevent or minimize them, as well as a
plan to respond to service errors.
4. What is Quality Factor Deployment?

Quality Function Deployment (QFD) is a structured approach for integrating the “voice of the customer”
into both the product and service development process. The purpose is to ensure that customer
requirements are factored into every aspect of the process.