Chapter 8. Designing and Managing Service Processes
By the end of this chapter, the reader should be able to:
LO 1 Explain what we can learn from flowcharting a service.
LO 2 Tell the difference between flowcharting and blueprinting.
LO 3 Develop a blueprint for a service process with all the typical design elements in place.
LO 4 Understand how to use fail-proofing to design fail points out of service processes.
LO 5 Know ...