Service Blueprint: A service blueprint visually describes and identifies the tasks, activities and means of achievement for a particular service. Key to the service blueprint is identifying the touch points (the front- and back-of-stage interactions the user experiences) and the supporting goods and other activities that make that service possible. Choose a service you are familiar with that is offered by the healthcare organization you are completing your operations management project on this semester [NOTE: Each team member, must select a different service within the organization]. Create a detailed service blueprint of that service. You may have to imagine some of the systems and services that take place backstage if you are not entirely familiar with them at this point in the project.
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- Draw a complete blueprint of the service that you have chosen. Each blueprint should include the all of the required components. All lines should be labeled clearly, and arrows should be included in the blueprint to indicate the order of activities. (25 points)
- In addition to the actual service blueprint you create, write a clear and detailed response to each of the following issues.
a. Describe what you believe to be the three key elements of physical evidence revealed in the blueprint and discuss how they influence the patient’s/customer’s experience. (15 points)
b. Identify and describe three potential bottlenecks (points in the process where backups or slow delivery may occur) and/or fail-points (points in the process where problems may occur. (15 points)
c. Suggest possible solutions/alternatives to address these potential problem areas. (15 points) - Process Analysis Flowchart: Managing a medical practice can be extremely hectic between trying to juggle phone calls, patients, doctors and office staff. Having a well documented process can help clarify the flow of activity so everyone understands where their role in the organization fits in. Using the following list of steps associated with offering a patient service at South Bay Medical create and correctly order a logical flow chart using standard flowchart symbols. (30 points)
Medical Services Patient needs to complete paperwork Patient in the system? Patient arrives Take pulse, blood pressure, weight, urine Nurse available? Waiting Room Doctor available? Patient with doctor Need medication? Need follow-up appointment?
Patient sent to pharmacy Patient leaves Dispense medication Make an appointment
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