What are the benefits for various users of service blueprinting?
o Provides an overview so employees can view service as an integrated whole-- reinforces a customer-orientation.
o Identifies fail points (& needs for recovery strategy development)
o Illuminates the customer's role and demonstrates where the customer experiences quality, contributing to informed service design.
o Promotes a conscious decision on what customers should see and which employees will be in contact with customers.
o Illuminates the elements and connections that constitute the service, which stimulates strategic discussions.
o Provides a basis for identifying and assessing cost, revenue and capital invested in each element of the service.
o Constitutes a rational basis for both external and internal marketing.