Designing Quality <i>into</i> SERVICES
Design Management Journal (Former Series)Published 1 January 1992
Rajendra Sisodia
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Abstract
BLUEPRINTING IS A technique that identifies key features in the design of a service. Important opportunities that emerge from this analysis are a better understanding of service “fail points” and a clearer focus on what Rajendra Sisodia refers to as “hail points” – contacts that leave customers with strong positive service experiences. Using contemporary technologies, Sisodia argues that designers can significantly enhance the quality and impact of these service hail points.
Keywords
Business, Management and Accounting