One Step That Is Not Part of Service Blueprinting Is

question 86

Multiple Choice

One step that is not part of service blueprinting is:

• A)Eliminate boundaries for the service and decide on the level of interaction needed.
• B)Identify and determine the sequence of customer and service actions and interactions.
• C)Develop time estimates for each phase of the process.
• D)Understand the time variability involved.
• E)Identify potential failure points and develop a plan to minimize them.

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Definitions:

Objective Standards

Criteria or benchmarks that are based on measurable and unbiased evaluations.

Appraisals

What other people think about us.

Reflected Appraisals

The process by which individuals form perceptions of themselves based on how they believe others view them.

Self-Regulatory Perseveration

The continuous effort to control or regulate one's thoughts, feelings, or behaviors in a way that persists beyond the point of utility or healthfulness.