Measuring Value Creation in Process Automation to Justify Digitization: Introducing SDBP
Siddharth Wadehra
Published on:
May 22, 2023
A service delivery blueprint is a visual representation or a detailed diagram that illustrates the steps and processes involved in delivering a service to customers. It outlines the various touchpoints, interactions, and activities that occur between the service provider and the customer throughout the service delivery journey.
The blueprint typically includes multiple components, such as customer actions, front-stage interactions, back-stage operations, support processes, physical or digital evidence, and any relevant systems or technologies. It provides a holistic view of the service experience, showcasing both the visible and behind-the-scenes aspects of service delivery.
An example of the service delivery blueprint is as below:
Service delivery blueprints are useful for several reasons:
Enhanced Understanding of the Service Process: Service blueprints provide a visual representation of the entire service process, including customer interactions, internal operations, and support processes. This comprehensive view helps stakeholders understand how different components of the service fit together, promoting clarity and transparency.
Aligning internal processes: Blueprints allow different departments within an organization to understand their roles and responsibilities in delivering the service. It promotes cross-functional collaboration and coordination, ensuring that all teams work together seamlessly to provide a consistent and positive customer experience.
Identifying user pain points: By visualizing the customer journey, service delivery blueprints help identify pain points or areas where customers may face challenges or frustrations. This information enables organizations to proactively address these issues and find solutions that improve customer satisfaction.
Identification of Service Gaps and Inefficiencies: By mapping out the service delivery process, blueprints highlight potential bottlenecks, gaps, or inefficiencies. This allows organizations to identify areas for improvement and make informed decisions on how to optimize the service experience. It helps in streamlining processes and reducing operational friction.
Communication and transparency: Blueprints facilitate communication and understanding between internal processes and users. When shared with customers, blueprints can set clear expectations, educate them about the service process, and provide transparency regarding the value they receive. This can help build trust and confidence in the service provider.
Alignment of Internal Operations: Service blueprints facilitate cross-functional collaboration and coordination. Different departments and teams can clearly see their roles and responsibilities in delivering the service. This alignment ensures a seamless and consistent service experience, minimizing handoffs and improving efficiency.
Consider the various processes within a construction management company to understand the potential impact automation would have on the company. Consider the materials management process.
The process diagram (below) inspired by the Service delivery blueprint would represent the manual process (before digitization/automation).
Figure 1- Process map, before automation (Manual)
If the construction company would pursue with this manual process, the approximate cycle time for the completion of a single cycle would be 153 hours.
The process after digitization indicates the automated process with the Steer Materials management module helping weed out the inefficiencies in the process. This digitization ensures that the process cycle time is significantly reduced and so is the cost of employees deployed on the process (listed below).
Figure 2- Process map, after automation (using Steer Platform)
Overall, service delivery blueprints offer a comprehensive overview of service processes, enabling organizations to optimize their services, align internal operations, and enhance the overall customer experience.
