Service Blueprinting and Front-to-Back Process Design

Proposed five-day professional program. Approximately 25-30 training hours. Final arrangements are confirmed in the written proposal.

Course Overview

Connect customer interactions with the supporting operational processes.

This proposed five-day program combines practical case analysis, guided exercises and peer discussion. Participants adapt the course concepts to organizational circumstances and prepare a end-to-end service blueprint.

Learning Outcomes

Assess service journeys and touchpoints.

Evaluate frontstage backstage and support activities.

Apply a structured approach to handoffs failure points and recovery.

Develop practical recommendations for future-state blueprint and ownership.

Prepare and present a end-to-end service blueprint.

Who Should Attend

Quality practitioners, process owners, operations managers and continuous improvement teams.

Relevant work experience is recommended. The participant profile, prerequisite knowledge and case complexity are reviewed during planning.

Training Methodology

Facilitated discussion, worked examples, anonymized case analysis, practical exercises, peer review and an applied final assignment.

Learning assessment may include a baseline discussion, review of exercise outputs and a final presentation. Attendance and completion requirements are confirmed in the proposal.

Course Tools and Templates

Service journeys and touchpoints worksheet – proposed exercise document.

Frontstage backstage and support activities worksheet – proposed exercise document.

Handoffs failure points and recovery worksheet – proposed exercise document.

Future-state blueprint and ownership worksheet – proposed exercise document.

End-to-end service blueprint – proposed exercise document.

Delivery Requirements

Classroom, live online and in-house delivery can be arranged by agreement. The trainer, language, venue or platform, timetable and required materials are confirmed in writing.

A laptop may be needed for analytical or planning activities. Software availability, licenses and access requirements are agreed before delivery.

Course Customization

The indicative five-day sequence can be adapted to participant experience, industry context and agreed learning objectives. Final dates, fees, agenda, certificate details and delivery arrangements are confirmed in the written proposal.

Proposed Five-Day Course Outline

Day 1 – Service journeys and touchpoints

Define the business context, assess current practices and clarify the decisions relating to service journeys and touchpoints.

Practical output: Service journeys and touchpoints worksheet

Day 2 – Frontstage backstage and support activities

Interpret representative information and compare practical approaches to frontstage backstage and support activities.

Practical output: Frontstage backstage and support activities worksheet

Day 3 – Handoffs failure points and recovery

Use the course tools in a realistic case focused on handoffs failure points and recovery, documenting assumptions and recommendations.

Practical output: Handoffs failure points and recovery worksheet

Day 4 – Future-state blueprint and ownership

Review responsibilities, risks and follow-up measures through a practical exercise on future-state blueprint and ownership.

Practical output: Future-state blueprint and ownership worksheet

Day 5 – Service blueprint design workshop

Integrate the learning through service blueprint design workshop, present the final assignment and propose workplace actions.

Practical output: End-to-end service blueprint