BU412 Chapter Notes - Chapter 8: Relationship Counseling
Document Summary
Processes describe the steps of how service operating systems work and specify how they link together to create the experience desired by customers. In high-contact services, customers are part of the operation. Flowcharting is a simple tool to document service processes. Flowcharting is a technique for displaying the nature and sequence of the different steps involved in delivering service to customers. By flowcharting the sequence of encounters that customers have with a service organization, we can gain valuable insights into the nature of an existing service. Flowcharting can help you to understand how customer involvement is different for each of the four categories of service: people, possession, mental stimulus, and information processing. Your role as a customer for each service category varies sharply from one category to another. Use blueprinting to document and manage service processes. A key tool we use to document existing service processes, redesign them, and even to design new service processes is known as blueprinting.
