Service Blueprint for Hospital

Good Essays
Service Blueprint
Service blueprinting is defined as a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of the service from the customer’s point of view. The proposed blueprint allows for a quantitative description of critical service elements, such as time, logical sequences of actions and processes, also specifying both actions/events that happen in the time and place of the interaction (front office) and actions/events that are out of the line of visibility for the users, but are fundamental for the service.
Chosen Service - Hospital Industry
Visited Service Business – Jawaharlal Nehru Medical College
Healthcare/Hospital Sector
Healthcare, which is a US$ 35 billion industry in India, is expected to reach over US$ 75 billion by 2012 and US$ 150 billion by 2017 according to Technopak Advisors in their report - 'India Healthcare Trends 2008'. The private sector accounts for nearly 80% of the healthcare market, while public expenditure accounts for 20%. India’s excellence in the field of modern medicine and its ancient methods of physical and spiritual wellbeing make it the most favorable destination for good health and peaceful living. India’s cost advantage and explosive growth of private hospitals, equipped with latest technology and skilled healthcare professionals has made it a preferred destination for medical tourism
Hospital -
The sequential procedure for the service blueprint for JNMC hospital was obtained by interviewing Dr.Arpana Hanchinmani, Belgaum.
Procedure followed at JNMC hospital
1. Patient goes to the main Reception desk and gets an OPD (Out Patient Department) card.
2. Depending on the complaint, patient is referred to the specialty department
3. Patient meets the receptionist of the specialty department and specialty department OPD is made
4. Patient is sent to a Consulting room
5. (In a non teaching Hospital) patient is sent to a consultant/(In a teaching Hospital)Intern or

You May Also Find These Documents Helpful

  • Powerful Essays

    Payless Service Blueprint

    • 2465 Words
    • 10 Pages

    customer service. Our group chose this company to blueprint because it has a very elaborate customer service process. This company focuses heavily on providing the customer with a great shopping experience by following a series of “critical actions” that must be delivered to one hundred percent of the customers during their journey in the store. In addition, one of our group members works in this company and therefore, it would be easier to grasp an in depth understanding of the service process and…

    • 2465 Words
    • 10 Pages
    Powerful Essays
  • Satisfactory Essays

    What is service blueprint? As the name suggests it is concerned with the service process and described as the tool for operational planning giving guidance on following aspects such as how it will be provided, staff actions, physical evidence and most importantly how it is needed to be delivered to its channels. In other words it is describing and developing the service process. Let the blue print be in any form, Flow Charts or Graphics it should convey the different modes or channels via which…

    • 416 Words
    • 2 Pages
    Satisfactory Essays
  • Good Essays

    save the Queen! Photo by Bachir MKTG-380 Services Marketing Lecturer: Alkis Thrassou Section 01 May, 12 2008 Zehra Fattah Anastasia Kondratenko Federico Lovat 2 1. 3 2. 3 3. 7 4. 8 5. 10 6. 15 7. 19 CONTENTS Corporate overview The augmented service Breaking down the process Flowchart Blueprint Improvement of service delivery Bibliography Can I get you anything…

    • 4910 Words
    • 20 Pages
    Good Essays
  • Powerful Essays

    Olive Garden | Service Blueprint | | | | | 3/22/2011 | | Chelsea Adams Melissa Perry Supinya Tasanaroungrong Jason Vigil Ryan Wieczorek Author names = Potential Bottlenecks/ Problems Long Wait Wrong Check Unsatisfactory Food/Drinks Food Receive Drinks Take Order Olive Garden Service Blueprint POS System Cook Food Prepare drinks Waiting List Receive food order Process bill Deliver food Deliver Drinks Take to table…

    • 1585 Words
    • 6 Pages
    Powerful Essays
  • Good Essays

    I have chosen Spaghetti House to blueprint. It is because this organization has a well service and system to support it. I would like to share this operating system to my classmates for demonstrate how good restaurant should be operated. There are three key elements of physical evidence we should be care as they will influence the customer’s experience. Firstly, the reservation book is the key element of physical evidence. The purpose of that book is to confirm the booking of guests and assign…

    • 883 Words
    • 4 Pages
    Good Essays
  • Good Essays

    Services Marketing-A Blueprint For Success South University Online MBA 6001 Services Marketing-A Blueprint for Success The needs and economics of commercial airlines have empowered the evolutionary process of technology based services, which assist in providing better, faster and efficient service at reduced cost(Boshoff,1997). Therefore, a dilemma may be presented which maximizes the interactions with customers, while concurrently providing services that promote and provide fiscal stability…

    • 728 Words
    • 3 Pages
    Good Essays
  • Good Essays

    CHARACTERISTICS OF SERVICES IN HOSPITALS Healthcare industry is a wide and intensive form of services which are related to wellbeing of human beings. Health care is the social sector and it is provided at State level with the help of Central Government. Health care industry covers hospitals, health insurances, medical software, health equipments and pharmacy in it. Right from the time of Ramayana and Mahabharata, health care was there but with time, Health care sector has changed substantially…

    • 717 Words
    • 3 Pages
    Good Essays
  • Powerful Essays

    Outsourcing of Hospital Services Every business has to determine whether they should perform a service themselves in-house or outsource that particular service to an outside vendor. Facility services and managements are just two of the services that can be performed either in-house or outsourced to a vendor. The following graph shows the relationship between company size and potential need for outsourcing. As a company reaches 1,000-10,000 employees, the potential need for outsourcing drops…

    • 1659 Words
    • 7 Pages
    Powerful Essays
  • Powerful Essays

    Student Name: ______________________________________ ID:______________________ 1-Learning Outcomes being assessed: Demonstrate an understanding about concepts of operations management and functions in manufacturing and services firms Appraise a business situation in terms of the operations objectives appropriate to the customers’ requirements and the competitive strategy of the firm 2-Handing in format instructions Sign this page and put it as a cover for your assignment Late submissions…

    • 1394 Words
    • 5 Pages
    Powerful Essays
  • Powerful Essays

    Blueprint Examples

    • 1896 Words
    • 8 Pages

    13 Student Service Blueprint Examples Dairy Queen Special Order Cake Showplace Cinema FirstMerit Bank ATM Madhatter Music Sam B’s Forest Creason Panera Bread Alberini’s Restaurant Cleveland Indians Vicente Salon Virtual PCs Insurance Flooring BGSU Theater Box Office Applebee’s Merry Maids  2004 - Dwayne D. Gremler Insurance Service -Parking Lot * -Office Building Physical Evidence -Money -Telephone -Meeting Room -Receipt -Insurance Policy -Paperwork…

    • 1896 Words
    • 8 Pages
    Powerful Essays