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.

It consists of four main behavioral parts and three dividing lines. The four main behavior parts include customer behavior, front-desk employee behavior, back-office employee behavior and support process. The three dividing lines are interactive dividing line, visual dividing line and internal interactive line.

Element:

The service blueprint includes "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, the planning of service capacity and the management elements of service. At the same time, it defines the standards and requirements of service contact, and stipulates 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.

Refer to the above? Baidu Encyclopedia-Service Blueprint