Background
Review of relevant literature
Service blueprinting
Components of service blueprinting
Case description
Planning of service blueprinting analysis
Classification | Contents |
---|---|
Logical sequence of service delivery system | -Logical and sequential array of admission and registration processes by visiting students and parents |
-Help saving time | |
-Easily understandable service processes | |
-Predictable service processes | |
Flexibility of service delivery system | -Prepare admission and registration processes based on differences of opinion between students and parents (e.g., admission procedure for registered, unenrolled, and new student) |
Interaction between customers and providers | -Establish the system to effectively deliver services |
-For example: ▪ A student went to the wrong classroom for the first class. ▪ A student could not follow changes mode for class meeting locations or times. ▪ Class schedule reliably notes the name of the teacher school bus or other transportation is reliable and consistent. |
Key points of service blueprinting analysis
Procedure of service blueprinting
Discussion and evaluation
Improvement of blueprinting from visit to return
Failure points | Waiting | ||
---|---|---|---|
F1 | With only 3 elevators working, many people wait for elevators | W1 | Waiting for an elevator |
F2 | Customers can be embarrassed at the entering point, when a counselor cannot figure out lading customers to the consultation office | W2 | Waiting consultation document and task arrangement |
F3 | A long waiting line because of busy office | W3 | Waiting time during the exam |
F4 | Classroom may show some undesirable features, when parents see a lecturer on a monitor | W4 | Waiting for an elevator to return |
Improvement of blueprinting for new students
Failure points | Waiting | ||
---|---|---|---|
F1 | Readmitted students can go directly the classroom (unregistered situation, unpaid tuition) | W1 | Waiting for an elevator |
- missing on the list of expected students because of decided to register late | |||
F2 | Students with unpaid tuition and/or possible registration of the new or readmitted students | W2 | Waiting to record a photo |
F3 | Potential students can take a class in different class | W3 | Waiting to get fingerprinted |
F4 | Need a process rechecking after first class and a possible changed class | W4 | Waiting to find classroom |
- possible errors in printing documents to students | |||
F5 | Cannot ride private school bus (missing on the list of new students) | W5 | Waiting for an elevator to return home |