Sharon:
At 16:09 31/12/1995 -0400, you wrote:
>The map can be read horizontally to understand the actions or steps
>performed by the customer or employee (front-line or supporting), and read
>vertically to understand the supporting actions, processes, and structures.
I enjoyed your post as we use mind maps and process charts to good effect
with our clients. From your post, however, most of the "rules" or
positioning guides related to the items of "verticality" of the service
map. I did not see the same specificality with regards to the rules for
items of "horizontality." Is it just a process flow along the horizontal
axis?
>I've drawn on the
>work of G. Lynn Shostack, Jane Kingman-Brundage, Mary Jo Bitner, A.
>Parasuraman, Valarie Zeithaml, and Leonard Berry.
Do any on these contributors have easily available texts/examples
currently on the market?
-- Best regards, Gordon Housworth Intellectual Capital Group ghidra@mail.msen.com Tel: 810-626-1310