WORKSHOP DESCRIPTION

What is the workshop?

The Services Blueprinting Workshop is a powerful one-day session which will provide you with the knowledge and technique necessary to build, analyze, enhance, improve and sustain your service offerings – from the voice of the customer. It is taught by one of our world-class academic instructors who are leading experts in Services Blueprinting.

Specifically, this workshop will help show you how to:

Identify ways to build your services according to your customer’s needs, as well as eliminate potential failure points in your delivery efforts.
Assess and improve your existing services and processes.
Create a common platform for everyone – customers, employees and managers - to participate in the service innovation process.
Bring together people from across your organization through the use of a common technique to analyze and improve the customer experience.
Address the challenges of effectively delivering intangible services

Who should attend?

This workshop is perfect for organizations from across all industries, and those in roles such as: service design, service operations, service management and customer service, as well as any professional who can benefit from truly understanding and focusing on your customers.

What will I experience?

In this session you will learn the blueprinting approach and process – five components that, when drawn up together, can help you make your customer-company relationship and the customer experience crystal-clear. You will then apply this technique to a specific service process in your own company, and design your own blueprint.

What will I have achieved?

By the end of this workshop you will have:

Learned the Services Blueprinting approach and technique
Blueprinted a specific process unique to your own organization
Identified potential gaps and improvements in a specific service process
Laid out next steps to confirm gaps and drive improvements
Secured insights into how to advance services blueprinting within your organization

You will also have access to a support network via our LinkedIn Services Blueprinting group.

UPCOMING WORKSHOPS

January 22, 2010
A One-Day Workshop
Presented by the CSL at the
W. P. Carey School of Business
Arizona State University
Tempe Campus

TESTIMONIALS

"From the first blueprint exercise you instantly get to the "wow factor" and the impact this could have on an organization and its ability to deliver more customer-centric solutions and services!"

- Jeffrey Lund
Sr. Community Program Manager, Oracle

"As a service provider, we often forget how things seem from the patient's standpoint. This process forces thinking toward patient perception. Very motivating and insightful."

- Wendy Lyons
Vice President,
Community Stewardship,
Scottsdale Healthcare

"It was eye opening for us to look at various touch points within the customer’s experience and have the key stakeholders recognize how they impact one another. We now have that as part of our core competency and are engaging it as part of our overall operational excellence program."

- Kim Gravell
Vice President,
Innovation,
Cardinal Health

"Services blueprinting really highlights where our business could go. It was an extraordinary learning opportunity for us. You really see the entire customer’s experience."

- Beth Dockins
Director,
Customer Service,
Scotts Miracle-Gro Company