1. Service Operations Analysis
What is Service Operations Analysis?
Service Blueprint
Other tools
Fail safing
Compiled by:
Alex J. Ruiz-Torres, Ph.D.
From information developed by many.
Images used have “reuse” permission or posses copyright.

2. What is Service Operations Analysis?
The process of understanding, mapping, and measuring a service operation.
Part of process analysis (previous module) but focused on service type products.
Answers/ defines the following:
Activities and resources.
Delays and bottlenecks.
Measurement considering the role of expectations and perception.
Role of the customer in the process.

3. Service Blueprint
This is a type of flowchart used to analyze service operations/products.
Adds the concept of line of visibility to the “regular flowchart”
Clearly defines the section of the process that is visible to the customer (or where the customer is involved). This called front-office operations.
The flowchart also presents those that are not visible to the customer: Back-office operations.
Can include resources and facilities.

4. Service Blueprint Front office Back office line of visibility …
Customer receives loan options
Front office
Customer completes application
Customer receives request
line of visibility
Analyst reviews application
Back office
Missing or incorrect
information
Determine information needed
yes no
Underwriter
reviews application …

5. Service Blueprint Identify activity and process efficiency
Identify delay areas due to customer interaction
Understand perception variables based on front office activities
Characterize lead time in front and back office activities.

6. Service Blueprint examples

7. Service Blueprint examples

8. Service Blueprint examples

9. Other tools There are multiple other tools for service analysis.
This site (linked on course website) has many interesting tools:
Review the following (envisioning tools):
Touchpoint Matrix 
System Map 
Storyboard 
Customer Journey Map 
There are multiple examples on the web…

10. Fail-safing Idea: remove the possibility of mistakes from the process.
Both for resource and customer mistakes.
Particularly important in self-service processes.
Visual elements to remind people to follow steps.
Checklists.
In software, implement warnings (eg. are you sure you want to delete this file?)