Chapter 8. Designing and Managing Service Processes

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Explain what we can learn from flowcharting a service.

Image LO 2 Tell the difference between flowcharting and blueprinting.

Image 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 ...

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