Workflow Details

Within the swim lanes, the Service Blueprint depicts the workflow for service delivery. In this example, the Client Service Representative is answering a service call…


Each process task or action performed by the service provider, whether "Onstage" or "Backstage", has one, or sometimes several, defined roles who are the "performers" of the tasks. By assigning ownership for each task, the Service Blueprint ensures your team members understand your expectations for them during the course of service delivery.


The Service Blueprint reduces the variability in service delivery resulting from vague responsibilities - consistency is the key to reduced cost when it comes to services.