Intro -- Sharon Flanagan-Hyde LO4035

Flanagan-Hyde (fhyde@goodnet.com)
Sun, 3 Dec 1995 17:41:37 -0400

I am studying the concepts and tools of learning organizations and systems
thinking as part of my work on an MA in organizational change through
Prescott College in Prescott, Arizona. I'm particularly interested in how
these ideas can be used in service delivery organizations, and
specifically, in health care delivery.

I am currently working on a paper on the tool known as "service mapping"
and "service blueprinting." G. Lynn Shostack, Jane Kingman-Brundage, Mary
Jo Bitner, A.Parasuraman, Valarie Zeithaml, and Leonard Berry are some of
the people I'm aware of who are doing work in this area.

I would appreciate hearing from anyone who has experience with service
mapping or can direct me to additional sources, and from anyone
implementing learning organization tools and strategies in health care.
Thanks! 

--
fhyde@goodnet.com (Flanagan-Hyde)