A System for Service Blueprint Design

Abstract

Service industry has become a major industrial sector in Taiwan. This industry has inseparably unique characteristics such as intangibility, perish ability and heterogeneity, which makes it difficult for a service to be mass-produced with consistent quality control. In response to this challenge, enterprises need rapid service innovation to enhance their value. Service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this study, we identify requirements for service blueprints and develop a system prototype to show the feasibility of such system, which can help visualize service process and identify potential fail points and innovation opportunities.