Question

Click Submit to complete this 4 uestion 20 Explain the "Line of Visibility" in a Service Blueprint For the toolbar, press ALT+F10 (PC) or ALT+FN TT T Arial 43 (12pt)

Answer 1

First of all let's understand what do we mean by a service blueprint : Generally, when we provide services to a customer it is difficult to identify and evaluate from both ours and customer's perspective as to when the service starts, where has the value addition been done and when does it end. This is where service blueprints come into play. Service blueprint is basically a diagram which visualizes the relationships between people and processes and other things involved in a specific customer journey. It helps us in innovation and to be able to bring changes which the customer wants which boosts customer satisfaction as well.

The key elements/components in a service blueprint are usually divided into groups or clusters on basis of certain lines. The three major lines separating such clusters are :

a) Line of Interaction : Depicts how good a relationship is between customer and entity.
b) LINE OF VISIBILITY : It is a very important line in the service blueprint which basically separates the cluster of activities which are visible to the customers and which are not visible to the customers. The frontstage activities such as meeting the customers which are visible to the customers appear above the line of visibility and the backstage activities such as updating the accounting records which are not visible to the customers appear below the line of visibility.

c) Line of internal interaction : It divides employees into 2 groups - those who interact with customers and those who do not.