DESIGN OF SERVICE SYSTEM

GROUP 5 :AISWARYA
MEGHNA
ASWANI
SHAHZIN
HARIKRISHNAN
SERVICE BLUEPRINTING

• Diagram of the service process showing activities, flows, physical evidence, and lines of
visibility and interaction
• Blueprints – what the product or service should look like ;
all the specifications needed for its manufacture.
• G.Lynn proposed – service delivery system also can be captured in a visual diagram 
Service Blueprint
• Useful for design of services
• Service blueprint  Map or flow chart of all transactions constituting the
service delivery process.
• Customer actions, interactions, internal interactions, etc
• Can help to understand and eliminate unnecessary transactions.
• Clarity of service delivery process
• Helps improve efficiency of the process.
• Helps avoid unwanted costs incurred through trial- and – error process.
• Facilitates problem solving and creative thinking  identify potential points
of failure and highlight opportunities ; enhance customers’ perception of
service.