What is a service blueprint and how to draw it?

A service blueprint is a picture or map that describes the service system and service process in detail. Different people involved in the service process can understand and use it objectively, regardless of their roles or personal views.

The routine of drawing service blueprint is not static, so all special symbols, the number of dividing lines in the blueprint and the name of each component in the blueprint may be different because of the different content and complexity, so it is impossible to provide reference.

Elements of the service blueprint:

The service blueprint includes two parts: structural elements and management elements:

The structural elements of service actually define the overall planning of service delivery system, including the setting of service desk and the planning of service capacity;

The management elements of service define the standards and requirements of service contact, and stipulate the reasonable service level, performance evaluation index and service quality elements. In order to develop a customer-oriented service delivery system, we should first pay attention to identifying and understanding customer needs, and then respond to such needs quickly. Everyone and every link involved in the service must take customer satisfaction as the standard of their service in place.

The above contents refer to:

Baidu Encyclopedia-Service Blueprint