To complement the graphical portion of the service blueprint, you are expected to visit the business chosen and to (visually) capture various aspects of the service process and physical evidence. Perhaps the easiest way to do this is to take pictures with a digital camera or a smart phone. Please secure permission to take pictures of the service process from the service provider prior to constructing the blueprint. There is no fixed number of images required, but a minimum of 5 images (in jpeg format) would seem reasonable for most service blueprints; a larger number of images would certainly be encouraged. Although not a requirement, a short video clip (many digital cameras and smart phones can capture/create a short video) might also help to illustrate the service delivery process.
Blueprints can be (and have been) created using a variety of software products, including PowerPoint, MS Word, and MS Excel.
Not At All Moderately Very Extremely
Customer actions
Points:
0 (0.00%)
The steps that customers take as part of the service deliver y process are NOT AT ALL adequately identified.
Points:
1 (6.66666%)
The steps that customers take as part of the service deliver y process are MODERATELY adequately identified.
Points:
2.5 (16.66666%)
The steps that customers take as part of the service deliver y process are VERY adequately identified.
Points:
3 (20.00%)
The steps that customers take as part of the service deliver y process are EXTREMELY adequately identified.
Onstage/visible contact employee actions
Points:
0 (0.00%)
Face-to-face actions between employees and customers are NOT AT ALL adequately identified.
Points:
1 (6.66666%)
Face-to-face actions between employees and customers are MODERATELY adequately identified.ed.
Points:
2.5 (16.66666%)
Face-to-face actions between employees and customers are VERY adequately identified.
Points:
3 (20.00%)
Face-to-face actions between employees and customers are EXTREMELY adequately identified.
Backstage/invisible contact employee actions
Points:
0 (0.00%)
Invisible actions between employees and customers are NOT AT ALL adequately identified.
Points:
1 (6.66666%)
Invisible actions between employees and customers are MODERATELY adequately identified.
Points:
2.5 (16.66666%)
Invisible actions between employees and customers are VERY adequately identified.
Points:
3 (20.00%)
Invisible actions between employees and customers are EXTREMELY adequately identified.
Support processes
Points:
0 (0.00%)
Support processes and activities needed to happen in order for the service to be delivered are NOT AT ALL adequately identified
Points:
1 (6.66666%)
Support processes and activities needed to happen in order for the service to be delivered are MODERATELY adequately identified
Points:
2.5 (16.66666%)
Support processes and activities needed to happen in order for the service to be delivered are VERY adequately identified
Points:
3 (20.00%)
Support processes and activities needed to happen in order for the service to be delivered are EXTREMELY adequately identified
Physical evidence
Points:
0 (0.00%)
All tangibles that customers are exposed to are NOT AT ALL adequately identified.
Points:
1 (6.66666%)
All tangibles that customers are exposed to are MODERATELY adequately identified.
Points:
2.5 (16.66666%)
All tangibles that customers are exposed to are VERY adequately identified.
Points:
3 (20.00%)
All tangibles that customers are exposed to are EXTREMELY adequately identified.
