Service blueprint

Holdford DA, Kennedy DT. 1999. The service blueprint as a tool for designing innovative pharmaceutical services. 

Once a marketing plan has been created, the next challenge is to put the plan into action. The goods and services described in the plan must fit into the pharmacy practice, which is an ongoing combination of people, equipment, and information. Putting a new service into practice means that the pharmacy will be disrupted in some way. Ideally, such disruption will be limited in time and done in a manner that minimizes problems for staff and customers. A couple of tools that can support a coordinated practice change are a service blueprint and an action plan. 

A service blueprint specifically considers the patient perspective. That is, a patient s experience during the delivery of the service is described. In so doing, a service blueprint illustrates three types of activities performed by pharmacy personnel onstage activities, backstage activities, and support processes. Onstage activities are those which are visible to the patient during... 

Consider Fig. 21-3, which is a service blueprint of Feel Great s Med Check service. The blueprint is divided by three lines line of interaction, line ofvisibility, and hne of internal interaction. The line of interaction separates patients from contact employees. It signifies interactions that occur between the patient and the contact employee, such as taking a medication history. The line of visibility separates onstage employee actions from backstage employee actions. Above this line appear the actions that the patient can see, whereas below it are actions that the patient does not see. In Fig. 21-3, the patient sees the pharmacist take a medication his-... 

A service blueprint can be created in a systematic manner once a service to be blueprinted has been determined. A starting point would be to map the service process from the patient s view. Consider the patient s actions and choices as the patient proceeds through the service process. Think about how the patient is likely to perceive the service experience. For example, will adequate privacy be present ... 

The next step in developing the service blueprint is to map the actions of contact employees. One point... 

Figure 21 -3. Service blueprint for Feel Great Pharmacy s medical review service.

The last step in creating a service blueprint is to add evidence of service where appropriate. This means that tangible components are incorporated into the service. Such evidence can be used by patients to evaluate a service. For example, the written report for the medication review gives a patient something that helps him or her put a value on the service. Tangible evidence should have a natural fit with the service. 

Dr. Butler has created a service blueprint for the Med Check Program at Feel Great Pharmacy. She will also create a service blueprint for each of the Stay Fit Program components. These documents will help her to implement the new services in her pharmacy. Similarly, she has an action plan for one part ofher newprograms. Dr. Butler can add more details to the current action plan and later expand it to encompass both programs. This approach allows her to coordinate all the tasks that need to be completed for Feel Great Pharmacy to offer the new goods and services. 

Figure 3 Service Blueprint of a Car Certification Service. (From Meiren 1999)...

Industrial distributors Lumber and allied materials Stationery Local trucking Air freight services Blueprint services HVAC repair Testing labs... 

Service-based economy, 623 Service blueprinting, 641, 642 Service delivery systems, 1961-1963 Service differentiators, 1957 Service encounters, 624-625, 628, 641 Service engineering, 635-636 Service factory, 559 Service industries networks in, 253-254... 

Information about the NISPC DSM examinations is available in the Disease State Management (DSM) Examination Registration Bulletin. In addition to a registration form and information about the testing procedures, the Bulletin contains the competency statements, or blueprint, upon which the DSM examinations are developed. Also included in the Bulletin are the standards and objectives for each DSM examination. Cross-referenced to the competency statements, the standards and objectives delineate the knowledge base expected of pharmacists providing disease-specific primary care services. 

SeqHound is the basis for many of Blueprint s applications. The BIND Interaction Viewer 3.0 queries SeqHound to recover sequence annotation and interaction information. SeqHound has been used as a back end to replace all previous calls to the NCBI for retrieval of data such as GenBank records, taxonomy traversal, DNA and protein sequence by taxonomy ID or organism, 3D neighbors, and GO traversal. Recently the SeqHound API has been incorporated into Tavema [15], which allows biologists to assemble Web services into a pipeline. The current Web interface allows access only to the sequence aspects of the database, as the primary aim of SeqHound was to be a resource for programmers. However, a more fully featured interface is under development, which will make most of the API s functionality available to nonprogrammers. 

Similarly, AMR Research (www.amrresearch.com) developed the concept of Enterprise Commerce Management (ECM) to attempt to unify the spectrum of enterprise applications and provide technical standards for software vendors to meet for ECM compliance [6], [57]. In this sense, it is not an application users have to buy or a software market in and of itself, but instead provides a blueprint for companies to maximize the benefit they receive from their enterprise providers. ECM is made up of 5 levels information services, integration... 

HHS/OWH (U.S. Department of Health and Human Services/Office on Women s Health). 2000. HHS Blueprint for Action on Breastfeeding. Washington, DC DHHS. 

The years 1939-41 were a period of initial industrial mobilization, during which programs for the construction of badly needed facilities got under way and a start was made in procuring critical and essential items. This period was to reap the reward of the labors of the previous years, when so many blueprints for arsenals and plants had been drawn up and so many procurement plans had been made in the Chemical Warfare Service. 

Butner, K. (2007). Blueprint for supply chain visibility. Somers IBM Global Services, http // www-935.ibm.com/services/uk/bcs/pdf/bIueprint for supply chain visibility.pdf... 

Trust for America s Health, Keeping America s Food Safe A Blueprint for Fixing the Food Safety System at the U.S. Department of Health and Human Services 6... 

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