2. FACT SHEET
Service Goal: Improved health
Service Operation: Customer as
product
Very high customer involvement
Service actually performed on
customer
Customized
3. SERVICE CHALLENGE
Human body object of service
focus
Diverse healthcare needs
Customers don’t want to be in a
hospital
5. DESIRED
ATTRIBUTES
Operations designed around
customer
High probability of re-service
Flexibility
Types of treatments
Sequences of treatments
7. DESIGN
REQUIREMENTS
Focus on medical technology
effectiveness
Focus on facility capacity, location
Closeness
& layout Rating
Eg: Radiology Dept. near ER
Departments arranged in ‘process
Gantt Charts
layout’ Order Sequencing
8. DESIGN
REQUIREMENTS
Accommodate variety of patient Minimizing
flow patterns Flow Time
17. BLUEPRINT
Describes nature & characteristic
of service interaction
Helps to verify, implement &
maintain
Touch points & back-end
processes documented and
aligned with user experience
18. Signage Signage Signage
Physical Front Waiting Front Waiting
Parking Hallway OPD Diagnostics Admission Pharmacy
Evidence Desk Area Desk Area
Line of External Interaction Billing Door Tag
Counselor
Follow to Ask or
Patient Check Register
Sign In Wait Wait exam Answer Tests Purchase
Action In/Pay Pay
room Questions
Form Case
Sheet
Chart
Id/Tag
Visible Doctor Administer
Welcome Process Escort Process Dispensing
Contact consults Tests
Line of Visibility
Chart to Place in
Invisible Patient Report
be seen Doctor's Case Sheet Billing
Contact Chart charts
bin bin
Line of Internal Interaction
Support Create System Schedule Schedule Chart
Database Dossier
Process Form Bin Task Task Storage