Making Your Service Blueprint Pay Off!

Argues that many blueprinting efforts are short‐term in focus and lead to the wrong response. Analyses examples in a range of industries, offering planning approaches and tactics for a successful serviceblueprint. Concludes that service blueprinting constitutes a major effort, therefore the result should be optimized in terms of value the customer receives, the service mix from the customer′s point of view and consistent signals to the organization.