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According to Gibbons (2017), designing a service requires the provider identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is a service blueprint (nngroup.com). (Links to an external site.)

Consider a service experience in your work environment or a personal experience you may have had with a service provider. Using the service blueprint diagram displayed in the service blueprint article, map out the customer journey for the service you identified.

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Review the evaluation rubric for detailed grading criteria.

 

MGMT 311 – 3.3 Service Blueprinting Rubric

MGMT 311 – 3.3 Service Blueprinting Rubric

CriteriaRatingsPts

This criterion is linked to a Learning OutcomeIdentification and Analysis of the Main Issues/ProblemThis criterion is linked to a Learning Outcome.

Identifies and understands all of the main issues in question. Insightful and thorough analysis of all the issues.

20.0 to >18.0 ptsExcellent

18.0 to >16.0 ptsAbove Average

16.0 to >14.0 ptsAverage

14.0 to >12.0 ptsBelow Average

12.0 to >0 ptsFailing

20.0 pts

This criterion is linked to a Learning OutcomeAnswers to QuestionsThis criterion is linked to a Learning Outcome.

Answers to questions are clear throughout. Connection with class and study material goes well beyond the obvious connections among ideas; demonstrates insight and original thinking. Content knowledge is used correctly.

30.0 to >27.0 ptsExcellent

27.0 to >24.0 ptsAbove Average

24.0 to >21.0 ptsAverage

21.0 to >18.0 ptsBelow Average

18.0 to >0 ptsFailing

30.0 pts

This criterion is linked to a Learning OutcomeStrategy Choice and JustificationThis criterion is linked to a Learning Outcome.

Comments on Effective Solutions/Strategies.
Scenario and underlying assumptions are well documented, logically reasoned and appropriately applied. An appropriate, reasonable strategy is selected and successfully developed.

30.0 to >27.0 ptsExcellent

27.0 to >24.0 ptsAbove Average

24.0 to >21.0 ptsAverage

21.0 to >18.0 ptsBelow Average

18.0 to >0 ptsFailing

30.0 pts

This criterion is linked to a Learning OutcomeStyle and MechanicsThis criterion is linked to a Learning Outcome.

Solution is presented in a one-page PDF format. Chooses words for their precise meaning and uses an appropriate level of specificity. Content fits the audience and purpose. Sentences are clearly structured and contain proper spelling, punctuation, and grammar.

20.0 to >18.0 ptsExcellent

18.0 to >16.0 ptsAbove Average

16.0 to >14.0 ptsAverage

14.0 to >12.0 ptsBelow Average

12.0 to >0 ptsFailing

20.0 pts

Total Points: 100.0