{"id":9968,"date":"2022-08-29T08:16:01","date_gmt":"2022-08-29T08:16:01","guid":{"rendered":"https:\/\/customersx.ch\/uncategorized-en\/2022\/service-blueprint-2022\/"},"modified":"2022-08-29T08:16:06","modified_gmt":"2022-08-29T08:16:06","slug":"service-blueprint-2022","status":"publish","type":"post","link":"https:\/\/customersx.ch\/en\/uncategorized-en\/2022\/service-blueprint-2022\/","title":{"rendered":"Service Blueprint 2022"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9968\" class=\"elementor elementor-9968\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-705fb22 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"705fb22\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-18f465e\" data-id=\"18f465e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f892892 elementor-widget elementor-widget-text-editor\" data-id=\"f892892\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1>Service Blueprint 2022 by<a href=\"https:\/\/www.linkedin.com\/in\/sasa-mlinarevic\/\" target=\"_blank\" rel=\"noopener\"> Sasa Mlinarevic<\/a>.<\/h1><p>Process management builds on the Service Blueprint 2022, which will be presented below. The Service Blueprint 2022 is a design tool that can be used to prototype a service map. It also serves as a visualization tool that thinks through, communicates and critiques services. The chronological rhine sequence of the individual activities is shown with the help of the blueprint.<\/p><h2><strong>Goals of the Service Blueprint 2022<\/strong><\/h2><p>The service blueprint is a method that visualizes all process steps, events and decisions. Thus, a service creation process can be mapped in all its process steps.<\/p><p>The simultaneous interaction between customers and the interfaces in the company is mapped on a service map. The visibility of the customer can be displayed combined with that of the provider.<\/p><p>It is suitable both as a tool for new processes and process optimization.<\/p><p><strong>Usability  <\/strong><\/p><ul><li>Create structures<\/li><li>Record and design business processes<\/li><li>Plan projects<\/li><li>Record and design business processes<\/li><\/ul><p><strong>Involved<\/strong><\/p><ul><li>Responsible business areas affected<\/li><li>Management<\/li><\/ul><p><strong>Strengths and advantages<\/strong><\/p><ul><li>Visualization of the different lines of interaction that a service process involves:<\/li><li>Designing the service from the perspective of customers and their relevant interaction points in the process<\/li><li>Easy verification of what processes are going on in front of and behind the eyes of the customer<\/li><li>Parallel processes can be visualized<\/li><li>Employees with frequent customer contact have processes that have to be completed side by side<\/li><li>Integration of the customer:<\/li><li>Mapping of the interaction with the customer and the interface(s) in the company<\/li><li>The view of the customer can be combined with that of the company<\/li><li>Easy to understand<\/li><li>Internal view across departments:<\/li><li>Backend processes and actors<\/li><li>Cross-departmental understanding promotion (IT, product management, ..)<\/li><li>Increased customer view compared to classic BPM<\/li><li>Weaknesses become recognizable<\/li><\/ul><p><strong>Weaknesses and disadvantages<\/strong><\/p><ul><li>Valid customer insights must be available as a basis:<\/li><li>First, solid and valid customer knowledge must be gained<\/li><li>Customer data usage<\/li><li>Operational and analytical CRM go hand in hand<\/li><li>Unclear for complex processes<\/li><li>High effort for creation, but strongly dependent on process or sub-process and level of detail<\/li><\/ul><p>It makes methodical sense to focus on the <u>right and business-critical processes or sub-processes<\/u>, improve them and thus a) better processes and b) create an excellent customer experience.<\/p><h2><strong>Procedure for service blueprint 2022<\/strong><\/h2><p>Where the customer is in direct contact with the company and is actively involved, this has a major impact on customer satisfaction. Such interaction points are particularly critical to success and should be examined more closely.<\/p><p>With the help of the order of the individual activities within the service blueprint in its chronological sequence and proximity to the customer, all necessary information is visible at a glance:<\/p><ul><li>Timing<\/li><li>Interfaces and its problems<\/li><li>Decision-making situations<\/li><li>Weaknesses and sources of errors<\/li><li>Visible and invisible processes for customers<\/li><\/ul><p>A common understanding is fostered by the method and leads to subsequent improvements in the company:<\/p><ul><li>Customer satisfaction<\/li><li>Target achievement<\/li><li>Efficiency<\/li><\/ul><p>The service blueprint can be divided into four main steps.<\/p><ol><li><strong>Preparation<\/strong><\/li><\/ol><ul><li>Identify performance process and assemble suitable team<\/li><li>Analyze requirements and define goals<\/li><\/ul><ol start=\"2\"><li><strong>Record process<\/strong><\/li><li>Record the current status of existing services<\/li><li>For new process, creation of rough process model<\/li><\/ol><ul><li>Define trigger and result<\/li><li>Classify customer activities and sub-processes<\/li><li>Define a sensible time sequence for the sub-processes<\/li><li>Find out and classify processes with proximity to the customer<\/li><li>Connect input and output<\/li><\/ul><ol start=\"3\"><li><strong>Improve process<\/strong><\/li><\/ol><ul><li>Define desired target state<\/li><li>Identify problems<\/li><li>Develop solution e.g. by means of creativity techniques<\/li><\/ul><p>Possible questions:<\/p><ul><li>What does the ideal target process look like?<\/li><li>Can process steps\/interfaces be omitted?<\/li><li>Are there tasks that can be worked on in parallel?<\/li><li>Simplification of information transfer possible?<\/li><li>Where can the customer experience be improved?<\/li><\/ul><p>The concept can be optimized through tests and improvements.<\/p><ol start=\"4\"><li><strong>Implement target state<\/strong><\/li><\/ol><p>As soon as the target concept has been adequately elaborated and adjusted, implementation can begin. Success is to be reviewed regularly against the defined objectives and adjusted where necessary.<\/p><p>At my employer, Zurich Invest AG, which provides financial services to B2B and B2C customers, the Service Blueprint can be applied to various business-critical areas, such as IT processes in general, CRM interface to sales, interface to custodian bank &#8211; customer, interfaces customer service &#8211; customer, &#8230;<\/p><p>Now the first step is to prioritize, identify the business-critical processes and apply the service blueprint methodology to optimize the processes and improve the customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3e80acc elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"3e80acc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d59f862\" data-id=\"d59f862\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fe4318c elementor-widget elementor-widget-spacer\" data-id=\"fe4318c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f79f359 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f79f359\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-89f07fb elementor-widget elementor-widget-spacer\" data-id=\"89f07fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f22cd03 elementor-widget elementor-widget-heading\" data-id=\"f22cd03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Study offers of the HWZ on this topic<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-aced075 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"aced075\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6294530\" data-id=\"6294530\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fe415fb elementor-widget elementor-widget-image\" data-id=\"fe415fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/fh-hwz.ch\/produkt\/mas-sales-excellence\/\" target=\"_blank\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"243\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Excellence_HWZ-300x243.png\" class=\"attachment-medium size-medium wp-image-6791\" alt=\"MAS Sales Excellence HWZ\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Excellence_HWZ-300x243.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Excellence_HWZ-768x623.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Excellence_HWZ.png 899w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-87e7bb5 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"87e7bb5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a2e9225\" data-id=\"a2e9225\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3209f67 elementor-widget elementor-widget-spacer\" data-id=\"3209f67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c1531e0 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"c1531e0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-ebf4cf9\" data-id=\"ebf4cf9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-efa14eb elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"efa14eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-sales-management\/\" target=\"_blank\" tabindex=\"-1\"><img decoding=\"async\" width=\"300\" height=\"224\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Management_HWZ-e1641547630467-300x224.png\" class=\"attachment-medium size-medium wp-image-6793\" alt=\"CAS Sales Management HWZ\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Management_HWZ-e1641547630467-300x224.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Management_HWZ-e1641547630467-768x575.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Sales_Management_HWZ-e1641547630467.png 897w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-sales-management\/\" target=\"_blank\">CAS Sales Mangement HWZ<\/a><\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-4f0930c\" data-id=\"4f0930c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1158a60 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"1158a60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-digital-sales\/\" target=\"_blank\" tabindex=\"-1\"><img decoding=\"async\" width=\"300\" height=\"171\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Digital_Sales_HWZ-e1641547217892-300x171.png\" class=\"attachment-medium size-medium wp-image-6794\" alt=\"CAS Digital Sales HWZ\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Digital_Sales_HWZ-e1641547217892-300x171.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Digital_Sales_HWZ-e1641547217892-768x437.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Digital_Sales_HWZ-e1641547217892.png 883w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-digital-sales\/\" target=\"_blank\">CAS Digital Sales HWZ<\/a><\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-055be34\" data-id=\"055be34\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a3c0bd5 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"a3c0bd5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-selling-innovation\/\" target=\"_blank\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"215\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Selling_Innovation_HWZ_neu-e1641547507465-300x215.png\" class=\"attachment-medium size-medium wp-image-6796\" alt=\"CAS Selling Innovation HWZ\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Selling_Innovation_HWZ_neu-e1641547507465-300x215.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Selling_Innovation_HWZ_neu-e1641547507465-768x550.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Selling_Innovation_HWZ_neu-e1641547507465.png 900w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-selling-innovation\/\" target=\"_blank\">CAS Selling Innovation HWZ<\/a><\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-0bad988\" data-id=\"0bad988\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1f62b92 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"1f62b92\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-customer-relationship-management\/\" target=\"_blank\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"191\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Customer_Relationship_Management_CRM_HWZ-e1641547458655-300x191.png\" class=\"attachment-medium size-medium wp-image-6795\" alt=\"CAS Customer Relationship Management CRM HWZ\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Customer_Relationship_Management_CRM_HWZ-e1641547458655-300x191.png 300w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Customer_Relationship_Management_CRM_HWZ-e1641547458655-768x490.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2021\/03\/Customer_Relationship_Management_CRM_HWZ-e1641547458655.png 880w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\"><a href=\"https:\/\/fh-hwz.ch\/produkt\/cas-customer-relationship-management\/\" target=\"_blank\">CAS CRM  <br>HWZ<\/a><\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fd6d021 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"fd6d021\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-59e0aba\" data-id=\"59e0aba\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c74bc2c elementor-widget elementor-widget-spacer\" data-id=\"c74bc2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be68756 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"be68756\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16a8cba elementor-widget elementor-widget-heading\" data-id=\"16a8cba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">More information about our Sales Excellence approach<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-21f8c22 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"21f8c22\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0e320db\" data-id=\"0e320db\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eb7dddd elementor-position-left elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"eb7dddd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><a href=\"https:\/\/customersx.ch\/sales-excellence\/\" tabindex=\"-1\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"2610\" src=\"https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ.png\" class=\"elementor-animation-pulse attachment-full size-full wp-image-6677\" alt=\"Sales Excellence Model CustomersX\" srcset=\"https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ.png 2560w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-294x300.png 294w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-1004x1024.png 1004w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-768x783.png 768w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-1507x1536.png 1507w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-2009x2048.png 2009w, https:\/\/customersx.ch\/wp-content\/uploads\/2019\/04\/Sales_Excellence_Modell_HWZ-20x20.png 20w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/a><\/figure><div class=\"elementor-image-box-content\"><h4 class=\"elementor-image-box-title\"><a href=\"https:\/\/customersx.ch\/sales-excellence\/\">Sales Excellence Model<\/a><\/h4><p class=\"elementor-image-box-description\">Sales excellence is becoming more and more important in practice. Get an overview of our approach and take advantage of the many resources.  <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0d799b elementor-widget elementor-widget-spacer\" data-id=\"d0d799b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c44a8a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2c44a8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Blueprint 2022 by Sasa Mlinarevic. Process management builds on the Service Blueprint 2022, which will be presented below. The Service Blueprint 2022 is a design tool that can be used to prototype a service map. It also serves as a visualization tool that thinks through, communicates and critiques services. The chronological rhine sequence of the individual activities is shown with the help of the blueprint. Goals of the Service Blueprint 2022 The service blueprint is a method that visualizes all process steps, events and decisions. Thus, a service creation process can be mapped in all its process steps. The simultaneous interaction between customers and the interfaces in the company is mapped on a service map. The visibility of the customer can be displayed combined with that of the provider. It is suitable both as a tool for new processes and process optimization. Usability Create structures Record and design business processes Plan projects Record and design business processes Involved Responsible business areas affected Management Strengths and advantages Visualization of the different lines of interaction that a service process involves: Designing the service from the perspective of customers and their relevant interaction points in the process Easy verification of what processes are going on in front of and behind the eyes of the customer Parallel processes can be visualized Employees with frequent customer contact have processes that have to be completed side by side Integration of the customer: Mapping of the interaction with the customer and the interface(s) in the company The view of the customer can be combined with that of the company Easy to understand Internal view across departments: Backend processes and actors Cross-departmental understanding promotion (IT, product management, ..) Increased customer view compared to classic BPM Weaknesses become recognizable Weaknesses and disadvantages Valid customer insights must be available as a basis: First, solid and valid customer knowledge must be gained Customer data usage Operational and analytical CRM go hand in hand Unclear for complex processes High effort for creation, but strongly dependent on process or sub-process and level of detail It makes methodical sense to focus on the right and business-critical processes or sub-processes, improve them and thus a) better processes and b) create an excellent customer experience. Procedure for service blueprint 2022 Where the customer is in direct contact with the company and is actively involved, this has a major impact on customer satisfaction. Such interaction points are particularly critical to success and should be examined more closely. With the help of the order of the individual activities within the service blueprint in its chronological sequence and proximity to the customer, all necessary information is visible at a glance: Timing Interfaces and its problems Decision-making situations Weaknesses and sources of errors Visible and invisible processes for customers A common understanding is fostered by the method and leads to subsequent improvements in the company: Customer satisfaction Target achievement Efficiency The service blueprint can be divided into four main steps. Preparation Identify performance process and assemble suitable team Analyze requirements and define goals Record process Record the current status of existing services For new process, creation of rough process model Define trigger and result Classify customer activities and sub-processes Define a sensible time sequence for the sub-processes Find out and classify processes with proximity to the customer Connect input and output Improve process Define desired target state Identify problems Develop solution e.g. by means of creativity techniques Possible questions: What does the ideal target process look like? Can process steps\/interfaces be omitted? Are there tasks that can be worked on in parallel? Simplification of information transfer possible? Where can the customer experience be improved? The concept can be optimized through tests and improvements. Implement target state As soon as the target concept has been adequately elaborated and adjusted, implementation can begin. Success is to be reviewed regularly against the defined objectives and adjusted where necessary. At my employer, Zurich Invest AG, which provides financial services to B2B and B2C customers, the Service Blueprint can be applied to various business-critical areas, such as IT processes in general, CRM interface to sales, interface to custodian bank &#8211; customer, interfaces customer service &#8211; customer, &#8230; Now the first step is to prioritize, identify the business-critical processes and apply the service blueprint methodology to optimize the processes and improve the customer experience. Study offers of the HWZ on this topic CAS Sales Mangement HWZ CAS Digital Sales HWZ CAS Selling Innovation HWZ CAS CRM HWZ More information about our Sales Excellence approach Sales Excellence Model Sales excellence is becoming more and more important in practice. Get an overview of our approach and take advantage of the many resources.<\/p>\n","protected":false},"author":1,"featured_media":6806,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ocean_post_layout":"right-sidebar","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"cs-4","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ofc_meta_disable_footer_callout":"","ofc_meta_callout_button_url":"","ofc_meta_callout_button_txt":"","ofc_meta_callout_text":"","ofc_enable_fullscreen":"disable","ofc_fullscreen_speed":0,"ofc_fullscreen_nav":"enable","ofc_fullscreen_nav_pos":"right","ofc_fullscreen_nav_color":"","ofc_fullscreen_nav_tooltip_color":"","ofc_fullscreen_responsive":0,"osh_disable_topbar_sticky":"default","osh_disable_header_sticky":"default","osh_sticky_header_style":"default","osh_sticky_header_effect":"","osh_custom_sticky_logo":0,"osh_custom_retina_sticky_logo":0,"osh_custom_sticky_logo_height":0,"osh_background_color":"","osh_links_color":"","osh_links_hover_color":"","osh_links_active_color":"","osh_links_bg_color":"","osh_links_hover_bg_color":"","osh_links_active_bg_color":"","osh_menu_social_links_color":"","osh_menu_social_hover_links_color":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[1],"tags":[],"class_list":["post-9968","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-unkategorisiert","entry","has-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Blueprint 2022 - CustomersX<\/title>\n<meta name=\"description\" content=\"Service Blueprint 2022 is hardly known. 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