Sharon Flanagan-Hyde said
> 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.
Another new term.
Is Service Mapping a special form of Process Mapping?
Please give more detailed references.
Two key references for Process Mapping are
Dianne Galloway, _Mapping Work Proceses_, ASQC Quality Press, 1994
ISBN 0-87389-266-6
G. A. Rummler and A. P. Brache, _Improving Performance ..._,
Jose-Bass, 1990 ISBN 1-55542-214-4.
-- Tom Johnson tom_johnson@ncsu.edu tel: (919) 515 4620 fax: (919) 515 1794 Box 8109 18A Patterson Hall North Carolina State University Raleigh, NC 27695-8109