proposal of a methodology to integrate the human factor in the service blueprint

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  • 7/28/2019 Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint

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    [rhphsbd hl b Ectghahdhjy th @ntcjrbtc tgc GuebnLbfthr `n tgc Vcrv`fc Iducpr`nt

    V`dv`h Ibri`cr`GCJJcncvb Vfghhd hl Ius`ncss$ Fbepus ac Ibttcddc$ It`ecnt L$ : rhutc ac Ar`zc 299: Fbrhujc % Vu`ssc

    Ceb`d? s`dv`h.ibri`cr`Kgcsjc.fg

    Ceebnucd Lrbjn`crcGCJJcncvb Vfghhd hl Ius`ncss bna tgc Sn`vcrs`ty hl Ibtg$ Fbepus ac Ibttcddc$ It`ecnt L$ : rhutc ac Ar`zc 299:

    FbrhujcVu`sscCeb`d? ceebnucd.lrbjn`crcKgcsjc.fg

    Ebrsgbdd V. V`ttcnLdbsg`nj29$

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    `nth bffhunt bs b mcy rcshurfc. Qgc frcbt`v`ty bdsh pdbys bfcrtb`n rhdc bna tgc fhepbn`cs wg`fg w`sg th surv`vc bnath prhspcr hvcr t`ec gbvc th rcldcft `t fhnstbntdy. Qgchrjbn`zbt`hn eust frcbtc b rcbd fhnncft`hn ictwccn tgcguebn fbp`tbd bna tgc cfhnhe`f prhspcr`ty. Ghwcvcr$ tgc

    guebn s bn ntbnj`idc bna fhepdcx jhha tgbt `t s a`ll`fudtth ebnbjc$ bna `t `s shect`ecs a`ll`fudt th bsscss `tsfhntr`iut`hn.

    @n scrv`fc sf`cnfc$ iut ehrc spcf`l`fbddy `n tgc brcb hlscrv`fc acs`jn$ ehacd`nj bddhws prbft`t`hncrs th v`subddyrcprcscnt ghw bn hpcrbt`hn hl scrv`fc lunft`hns. @t `sprcscntca unacr vbr`hus nbecs$ sufg bs whrmldhw$ vbducfgb`n$ prhfcss acs`jn hr tgc iducpr`nt. @naustr`bd prhfcsscsbrc bdrcbay us`nj tgc dhj`st`fbd sfgcec$ wg`fg gbs iccn busclud thhd lhr arbw`nj up bna bnbdyz`nj tgc prhauft`hnbna dhj`st`fs prhfcss hl b fheecrf`bd jhha.

    Z`tg`n tgc jrhw`nj scrv`fc scfthr$ `t gbs bdsh iccnusclud th bppdy tgc iducpr`nt bs b s`epdc bna cllcft`vc

    v`subd thhd th v`subddy rcprcscnt tgc hpcrbt`hn hl b scrv`fc.Qgc iducpr`nt bddhws us `acnt`ly tbsms$ prhfcsscs$ rhdcs$strufturcs$ bna cvcnts `nvhdvca `n scrv`fc prhauft`hn. @tfbn ic fhnfcptubd`zca `n c`tgcr b d`ncbr hr b ebtr`x lhre$bna vbr`hus @Q thhds brc rcjudbrdy acvcdhpca bna usca `nprbft`fc 'c.j.? Ecjb bppd`fbt`hns hr \`s`h. Qgcsc thhds brcsh w`acdy usca tgbt cnt`rc acpbrtecnts brc sct up w`tg`nfhepbn`cs `n hracr th acs`jn$ ehn`thr bna bnbdyzcprhfcsscs us`nj tg`s ectgha.

    Ghwcvcr$ bs scrv`fc cnv`rhnecnts icfhec `nfrcbs`njdyfhepdcx$ tgcsc ehacds icfhec `nfrcbs`njdy a`stbnfcalrhe tgc guebn lbfthrs nvhdvca n scrv`fc prhauft`hn. Btb fcrtb`n dcvcd hl bistrbft`hn$ hrjbn`zbt`hns gbvc a`ll`fudty

    v`subd`z`nj tgc rhdc hl tgc scrv`fc bs b wghdc$ tgc rhdc hl`na`v`aubd pchpdc nvhdvca n prhauft`hn$ bna tgc cllcft hl`na`v`aubd ceht`hns bna icgbv`hrs hn scrv`fc prhauft`hn.Qg`s dhss hl ph`nt hl rclcrcnfc hn tgc vbduc fgb`n fbnfrcbtc bn bei`juhus s`tubt`hn. Qgc psyfghdhj`fbd `epbfthn tgc `na`v`aubd fbn ic s`jn`l`fbnt bna eby bllcft tgc`rwhrm pcrlhrebnfc ]6U. Lurtgcrehrc$ bn hrjbn`zbt`hnbdfgbnjc fbn fhntb`n vbr`hus histbfdcs bna fbn fbusca`srupt`hns hl guebn bna ceht`hnbd hracr. Qgc lcbr hl tgcunmnhwn$ tgc lccd`nj hl `nscfur`ty$ tgc dbfm hl fdbr`ty bnav`s`i`d`ty hl tgc udt`ebtc jhbd$ bna tgc `nfheprcgcns`hn hl`na`v`aubd rhdcs fbn `epcac b prhocft. Cvcn `l tgc fgbnjcfbn ic icncl`f`bd lhr tgc fhepbny$ `t `s ncfcssbry th tbmc

    `nth bffhunt tgc guebn lbfthr wg`dc p`dht`nj tgc fgbnjc.Qgc udt`ebtc jhbd `s th tbmc `nth bffhunt ehrc hl tgccepdhyccs acs`rcs$ ehrbds bna pcrshnbd bsp`rbt`hns bnabaa tg`s th tgc prhfcss.

    @@. D@QCYBQSYC YC\@CZQgc iducpr`nt fhecs lrhe b pr`nt`nj prhfcss 'tgc

    fybnhtypc bna `s usca `n vbr`hus l`cdas lhr tgc spbt`bdrcprcscntbt`hn hl hiocfts `n b tgrcc%a`ecns`hnbd sgbpc$arbwn bs b rclcrcnfc th rcspcft b fcrtb`n sfbdc. B iducpr`ntfbn bdsh ic b actb`dca acsfr`pt`hn hl b ius`ncss prhfcss$rcprcscnt`nj sfgcebt`fbddy tgc hpcrbt`hn hl b fhnfcpt$ b

    ius`ncss hr b scrv`fc. @n baa`t`hn$ tg`s acs`jn fbn bdshacsfr`ic tgc a`llcrcnt stbjcs hl tgc d`lc fyfdc hl b prhfcss$bna bllhra th gbvc b s`epd`l`ca hvcrv`cw$ fdcbr bna dcj`idcbt b l`rst jdbnfc.

    Qgc nht`hn hl )iducpr`nt`nj) wbs acvcdhpca `n scvcrbdpgbscs$ wgcrc w`tg`n tgc l`rst stbjc b iducpr`nt wbs usca thfhntrhd tgc tcfgn`fbd prhfcss hl b scrv`fc. @t wbs usca thbnbdyzc tgc aclcfts 'scrv`fc lb`durcs bna tgus pcrlhre brc%acs`jn prhfcss. \br`hus ectghas bna thhds wcrc usca bs

    wcdd bs tgc )prhfcss ldhw a`bjrbe) hr prhfcss fgbrt. Qgchiocft`vc wbs th `acnt`ly tgc tbsms th ic hpt`e`zca iytbm`nj `nth bffhunt tgc bfthrs bna cqu`pecnt bvb`dbidc.Lhddhw`nj tg`s$ `t wbs ncfcssbry th cvbdubtc tgc tbsms bnatgc ldhw th actcre`nc wgctgcr `t whuda ic ncfcssbry ths`epd`ly hr th `eprhvc tgc prhfcss. Lrhe tg`s$ tgc prhfcssldhw a`bjrbe wbs usca th v`subd`zc tgc scqucnfcs 'stcp iystcp w`tg tgc fhst hl cqu`pecnt$ bfthrs$ bna tgc ldhw hl`nlhrebt`hn.

    [rhfcss fgbrts `ddustrbtca tgc rcdbt`hnsg`ps bnaactcre`nca tgc phs`t`hn hl tgc fusthecr bna tgc suppd`cr]1U. Z`tg tgc `nfrcbsc hn tgc `ephrtbnfc hl tgc scrv`fcsscfthr$ tgc nht`hn hl scrv`fc iducpr`nt`nj bppcbrca. Zc

    icjbn th a`st`nju`sg tgc bft`v`t`cs hl ibfm hll`fc bnalrhnt hll`fc 'w`tg tgc d`nc hl v`s`i`d`ty$ wg`dcfr`t`f`z`nj tgc scrv`fc bna hr`cnt`nj `tscdl ehrc thwbras tgcfusthecr. B ectgha w`tg scvcrbd stbjcs wbs prhphsca$nbecdy 2 tgc `acnt`l`fbt`hn hl tgc prhfcss bna tgcprcscntbt`hn `n tgc lhre hl b a`bjrbe$ 9 tgc `acnt`l`fbt`hnhl ph`nts hl aclcfts$ 6 tgc cstbid`sgecnt hl tgc tcephrbd

    vbduc$ bna 1 tgc bnbdys`s hl tgc prhl`tbi`d`ty hl tgcacd`vcrca scrv`fc ]3U$ ]

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    `nlhrebt`hn. Qgc d`nc hl v`s`i`d`ty sghws tgc v`s`idcbft`hns 'lrhnt hll`fc bna tgc `nv`s`idc bft`hns lhr tgcfusthecr 'ibfm hll`fc. L`nbddy$ tgc `epdcecntbt`hn d`ncscpbrbtcs tgc brcb hl ebnbjcecnt 'pdbnn`nj$ ebnbj`njbna fhntrhdd`nj bna tgc supphrt brcb ]

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    iducpr`nt`nj wg`fg bffhunts lhr tgc guebn lbfthr. Lhr tg`spurphsc$ wc gbvc bahptca b jcncrbd syntbx s`e`dbr th tgbthl b eca`fbd cxbe`nbt`hn$ wgcrc tgc guebn iducpr`nt w`ddscrvc bs b a`bjnhst`f thhd. Ss`nj hur eha`l`ca iducpr`nt$wc w`dd bsscss tgc gcbdtg stbtus hl a`llcrcnt bfthrs bt

    a`llcrcnt ph`nts `n tgc prhfcss$ bs wcdd bs tgbt hl tgcfhepbny `tscdl. Qgc iducpr`nt w`dd ic usca th a`bjnhscphss`idc a`scbscs$ th ecbsurc tgc prhjrcss hr tgc furc hlhnc hr scvcrbd a`scbscs$ hr th fhnl`re tgc biscnfc hl bnya`scbscs.

    Qgc ectgha hffurs `n tgrcc stbjcs? 2 Bnbencs`s$ `nwg`fg tgc ahfthr rcfc`vcs tgcpbt`cnts eca`fbd g`sthry bnafurrcnt syepthes tgrhujg b fbrclud `ntcrv`cw prhfcss$ 9A`bjnhs`s$ `n wg`fg tgc ahfthr uscs cv`acnfc th `acnt`lyb a`scbsc hr fhna`t`hn$ bna 6 [rcsfr`pt`hn iy wg`fg tgcahfthr ju`acs tgc pbt`cnt th spcf`l`f pbtg th trcbtecnt ]91U.

    Zc fhnauftca scvcrbd cxpcr`ecnts w`tg stuacnts lrhe

    tgc Gbutc Cfhdc ac Jcst`hn ac Jcnvc 'GCJ `n Jcncvb$Vw`tzcrdbna$ bs wcdd bs w`tg prhlcss`hnbds lrhe tgc stua`cairbnfg. Qwh ectghas wcrc usca$ ctgnh ectghahdhjy bnashf`bd cxpcr`ecntbt`hn. Ctgnh ectghahdhjy wbs usca thstuay cep`r`fbddy tgc lhrebt`hn hl shf`bd fhacs behnjguebn jrhups$ wg`dc shf`bd cxpcr`ecntbt`hn wbsfhnauftca th tcst vbr`hus gyphtgcscs.

    @nacca$ twcdvc cxpcr`ecnts wcrc fhnauftca w`tgibfgcdhrs stuacnts$ ebstcrs stuacnts bna htgcr trb`n`njfhurscs n GCJ. Qgc hiocft`vc wbs th bnbdyzc tgc a`llcrcntscrv`fc cxpcr`cnfcs `n brcbs bs vbr`ca bs ibnm`nj$ wbtfgebm`nj$ trbvcd`nj bjcnfy$ hr gcbagunt`nj. Qgc jhbd wbs thshdvc b pbrt`fudbr prhidce$ hr th frcbtc hr `eprhvc b

    scrv`fc. Vcvcrbd pgbscs wcrc ncfcssbry th fbrry hut tgcsccxpcr`ecnts$ sufg bs tgc prcpbrbt`hn hl fbsc stua`cs$ tgccxpcr`cnfc `tscdl$ bnbdys`s rcphrts bna tgc prcscntbt`hn hltgc l`nbd rcsudts.

    Qgc prhocft dbstca ncbrdy twh ycbrs bna tgc bvcrbjcaurbt`hn hl cbfg fbsc stuay wbs bihut 9 ehntgs. Qgccxpcr`cnfcs ehi`d`zca ncbrdy 9:: stuacnts bna ehrc tgbn2;; rcphrts '2;%9; pbjcs cbfg wcrc wr`ttcn. Qgc ebohr`tyhl whrm wbs ahnc `n tgc GCJ fdbssrhhes$ bna hnc prhocftwbs unacrtbmcn huts`ac a`rcftdy lhr tgc Sn`vcrs`ty hlLr`ihurj. Vtuacnts wcrc supcrv`sca iy b prhlcsshr$ vbr`husa`llcrcnt `nstrufthrs$ b prhlcss`hnbd Vw`ss stbjc a`rcfthr$bna bn bss`stbnt.

    Qgc cxpcr`ecnts wcrc fbrr`ca hut `n scvcrbd stbjcs? 2Qgc prcscntbt`hn hl tgc whrm bna jrhup lhrebt`hn$ 9 tgcd`tcrbturc scbrfg hn tgc prhidces hl tgc scfthr hr ius`ncss$6 tgc frcbt`hn hl qucst`hnnb`rcs bna tgc `ntcrv`cw pgbscsw`tg prhlcss`hnbds `n tgc aheb`n$ 1 tgc frcbt`hn hl tgcl`rst iducpr`nt rcprcscnt`nj tgc lunft`hn`nj bna ( hr tgcfhnfcpt hl b pbrt`fudbr scrv`fc$ 3 tgc `acnt`l`fbt`hn hniducpr`nt hl a`vcrsc fr`t`fbd ph`nts$ wcbm ph`nts$ prhidceshr r`sms$

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    bfthrs. Qgc scfhna stbjc$ tgc a`bjnhs`s$ lhfusca hnbnbdys`s hl tgc iducpr`nt bna tgc scbrfg lhr cv`acnfc tgbtw`dd supphrt tgc a`bjnhs`s. L`nbddy$ tgc dbst stbjc `s tgcprcsfr`pt`hn wgcn bav`fc `s l`nbd`zca$ a`rcft`hn `s j`vcn$bna htgcr bnbdys`s fbn ic dhhmca bt `n ehrc acptg.

    Ibsca hn tgc rcsudts hl tg`s prhfcss$ tgc ectgha wbsrc%bpprhbfgca us`nj tgc lhddhw`nj stcps? 2 tgc rcbd`zbt`hnhl b l`rst ibs`f iducpr`nt$ 9 tgc `acnt`l`fbt`hn hl tgcsbd`cnt bttr`iutcs hl tgc scrv`fc$ tghsc fgbrbftcr`st`fswg`fg acl`nc tgc nht`hn hl vbduc th tgc fd`cnt$ 6 tgc shf`bd$prhtcft`vc$ cfhnhe`f bna cnv`rhnecntbd bnbdys`s$ 1 tgcprhidce bnbdys`s 'Zbrn`njs bna tgc whrm hn prhphsbdslhr `eprhvcecnt bna ( hr shdut`hns 'Hpt`e`zc$ 3 tgcfrcbt`hn hl b scfhna `eprhvca iducpr`nt$

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    lhrwbra `s th whrm bt scvcrbd dcvcds th sgbrpcn tgc usc hlscrv`fc iducpr`nt`nj wg`dc rceb`n`nj lhfusca hn tgcguebn bspcfts tgbt brc csscnt`bd th unacrstbna`nj scrv`fcprhauft`hn. Qgc prhphsca ectgha bddhws hiscrvbt`hn hltgc gcbdtg stbtus hl a`llcrcnt bfthrs bna hl tgc ius`ncss

    s`eudtbnchusdy.L`nbddy$ bs sghwn `n L`j. 6$ tgc iducpr`nt fhnfcptprcscntca `n tg`s pbpcr gbs iccn rcfcntdy `ntcjrbtca `n tgcIduc Vu`tc Y`sm Ebnbjcecnt Vhdut`hn acvcdhpca iyHx`bd.

    YCLCYCNFCV]2U F. Ecycr bna B. Vfgwbjcr$ Snacrstbna`nj fusthecr cxpcr`cnfc$

    Gbrvbra Ius`ncss Ycv`cw$ vhd. 73$ nh. 9$ pp. 22:%29

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    Jbir`cd _beirbnh `s bn cntrcprcncur `n tgcl`cda hl Vcrv`fc Acs`jn bna `nnhvbt`hn. Gc gbs bibfmjrhuna `n @nlhrebt`hn Qcfgnhdhjy bna bEbstcr `n Ius`ncss Bae`n`strbt`hn '`nEbnbjcecnt bna scrv`fc cnj`nccr`nj. Gctcbfgcs )A`j`tbd `nnhvbt`hn) bt tgc Jcncvb

    Ius`ncss Vfghhd 'GCJ. Gc spcf`bd`zcs `n SscrCxpcr`cnfc 'SW lhr systces `nlhrebt`hn. Gcstbrtca whrm`nj bs b wci bna ehi`dc acvcdhpcr.

    hurnbd hl Bavbnfca Ebnbjcecnt Vf`cnfc \hd. 2$ Nh. 9$ Ounc 9;26

    9269;26 Cnj`nccr`nj bna Qcfgnhdhjy [uid`sg`nj