Title page for etd-0829112-104234


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URN etd-0829112-104234
Author Yu-Wen Wang
Author's Email Address No Public.
Statistics This thesis had been viewed 5352 times. Download 1718 times.
Department Information Management
Year 2011
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title A System for Service Blueprint Design
Date of Defense 2012-07-28
Page Count 100
Keyword
  • service blueprint
  • service management
  • service innovation
  • service process
  • service design system
  • Abstract The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid service innovation to enhance their value. Therefore, service innovation and service design are more and more important.
     The service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this these, we define requirements for service blueprints and develop a system prototype to show the feasibility of such as system. The service blueprint system can help visualize service process and identify potential fail points and innovation opportunities. It can be used by service companies to communicate service design with the staff, and find alternatives to eliminate service gaps.
    Advisory Committee
  • Shih-Chieh Hsu - chair
  • Deng-Neng Chen - co-chair
  • Ting-Peng Liang - advisor
  • Files
  • etd-0829112-104234.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2012-08-29

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