Why
Determine the time it takes to deliver a service
Highlight that improving the business needs also improves the customer’s journey
Improve services grounded in the customer’s experience
Measure and redesign the quality of a service
Draft new market opportunities quickly
Building a shared understanding of an existing process in a collaborative way
When
Analyzing an existing service to isolate fail points, establish time frames, and analyze profitability
Helping teams to understand knowledge gaps, reveal what the team doesn’t know
Identifying the variations and pain points of the service to provide greater consistency
Agenda
Needs diagrams of different blueprints at scale and measurements to take.
Different types of blueprints
Measuring cost? Time? Fail points?
Scale of the blueprint (zoomed-in vs zoomed-out). Is it a specific interaction or a service offering?
Sync vs Async process
Test and iterate the service
Outcomes
Identify service methods and alternative means of delivery
Use evidence as opportunities to reinforce a personal experience
Make sure all customer interactions are controlled to meet the service goal
Progress and Publication Status
[ ] Already published on the Tanzu Developer Center.
[ ] Published internally or elsewhere; needs review for Tanzu Developer Center publication
The mission for this content is to help our people and others self-service their way to successful software product outcomes.
First ask “is this a Core Method?” A method can be defined as "any process or template that can be utilized to go from point A to point B, in order to help in decision-making and move the project towards success."
A Core Method should have the following properties:
Generally applicable to software product teams
Teams consistently see value from the method
Its success has been repeated
You are likely to use this method in the future, either on the same project or other projects
While everything evolves, this method is not under constant and dramatic change
If the method meets these criteria then it is a strong candidate for the Practices section of the public, open source Tanzu Developer Center.
If this method does not meet those criteria then it might be more appropriate to publish it internally to our company Confluence. For example, if you chose a Publication Status of "Not yet written" and Maturity of "Immature" above then consider documenting this method internally, applying it in more situations and have others do the same. Iterate on the method or practice until it is more stable.
Summary
Service Blueprint
Areas to improve:
Why Determine the time it takes to deliver a service Highlight that improving the business needs also improves the customer’s journey Improve services grounded in the customer’s experience Measure and redesign the quality of a service Draft new market opportunities quickly Building a shared understanding of an existing process in a collaborative way
When Analyzing an existing service to isolate fail points, establish time frames, and analyze profitability Helping teams to understand knowledge gaps, reveal what the team doesn’t know Identifying the variations and pain points of the service to provide greater consistency
Agenda Needs diagrams of different blueprints at scale and measurements to take.
Outcomes Identify service methods and alternative means of delivery Use evidence as opportunities to reinforce a personal experience Make sure all customer interactions are controlled to meet the service goal
Progress and Publication Status
Maturity of this Practice
Resources
https://hbr.org/1984/01/designing-services-that-deliver
Getting Started
Where should I Publish This Tanzu Practice?
It depends!
The mission for this content is to help our people and others self-service their way to successful software product outcomes.
First ask “is this a Core Method?” A method can be defined as "any process or template that can be utilized to go from point A to point B, in order to help in decision-making and move the project towards success."
A Core Method should have the following properties:
If the method meets these criteria then it is a strong candidate for the Practices section of the public, open source Tanzu Developer Center.
If this method does not meet those criteria then it might be more appropriate to publish it internally to our company Confluence. For example, if you chose a Publication Status of "Not yet written" and Maturity of "Immature" above then consider documenting this method internally, applying it in more situations and have others do the same. Iterate on the method or practice until it is more stable.