서비스 표준설계를 위한 서비스 청사진의 활용

A Study of Service Standard Design by Use of Service Blueprint

The blueprint is used for service process analysis technique. The blueprint is a map or flowchart(called a process chart in manufacturing) of all transactions constituting the service delivery process. The service system blueprint is a tried and tested quality tool, the main benefit of which is its capacity to allow managers and service providers to visualize an entire service process and its integrated structure. In this paper, we examine the role of the service blueprint to make a service standard. And the real estate agency service standard are reviewed. By use of service blueprint, the processes are analyzed to find a fail point, customer wait, employee decision.