서비스 표준설계를 위한 서비스 청사진의 활용

• 영문명: A Study of Service Standard Design by Use of Service Blueprint
• 발행기관: 인하대학교 산업경제연구소
• 저자명: 김연성(Youn Sung Kim)
• 간행물 정보: 『경상논집』경상논집 제17집 제1호, 231~243쪽, 전체 13쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2003.06.01

영문 초록

The blueprint is used for service process analysis technique. The blueprint is a map or flowchart(called a process chart in manufacturing) of all transactions constituting the service delivery process. The service system blueprint is a tried and tested quality tool, the main benefit of which is its capacity to allow managers and service providers to visualize an entire service process and its integrated structure. In this paper, we examine the role of the service blueprint to make a service standard. And the real estate agency service standard are reviewed. By use of service blueprint, the processes are analyzed to find a fail point, customer wait, employee decision.

목차

Ⅰ. 서론

Ⅱ. 서비스 표준화

Ⅲ. 서비스 표준설계 방안

Ⅳ. 서비스청사진 적용 사례

Ⅴ. 결론

《參考文獻》

Abstract