1. Possible Solutions to Service Operation Problems
Production-lining the whole system
Creating Flexible capacity
Increasing customer participation
Moving the time of demand
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Service Blueprints
Blueprints provide a means of communication between operations and marketing and can highlight potential problems on paper before they occur.
essentially a flowchart that shows lines visibility
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3. Figure 6.1 Blueprint for Cafeteria-Style Restaurant
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Components of a Service Blueprints
Identify direction in which processes flow
Identify the time it takes to move from one process to the next
Identify the costs involved with each process step
Identify the amount of inventory build-up at each step
Identify the bottlenecks in the system
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