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A blueprinting approach to service innovation in private educational institutions

Author

Listed:
  • Youn Sung Kim

    (Inha University)

  • DonHee Lee

    (Inha University)

  • Ju hang Cha

    (Education AS)

Abstract

This study proposes an efficient service delivery system using a blueprinting approach to service innovation in private educational institutions. This case study presents a flow chart based on administration blueprinting of a private preparatory school for college entrance examination, located in South Korea, to streamline process criteria based on administrative procedures for students and their parents. The results of the case study provide useful planning information for successful implementation of service blueprinting in private educational institutions. The study results are expected to help improve customer encounters as the service provider can employ effective processes. The study also sheds light on new operational management strategies for service innovation. By continuously improving information sharing, service encounters are expected to enhance customer satisfaction. The blueprinting technique can streamline the sequence of customer activities in a service process to meet customer expectations and needs. Thus, the approach could help researchers and administrators as certain how they might implement the system to correct failure points to successfully resolve difficulties.

Suggested Citation

  • Youn Sung Kim & DonHee Lee & Ju hang Cha, 2017. "A blueprinting approach to service innovation in private educational institutions," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-11, December.
    • Handle: RePEc:spr:ijoqin:v:3:y:2017:i:1:d:10.1186_s40887-017-0011-z
    DOI: 10.1186/s40887-017-0011-z
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    References listed on IDEAS

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    1. Joe Tidd & Frank M Hull (ed.), 2003. "Service Innovation:Organizational Responses to Technological Opportunities & Market Imperatives," World Scientific Books, World Scientific Publishing Co. Pte. Ltd., number p294, August.
    2. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    3. Sameer Kumar & Brett Hudson & Josie Lowry, 2010. "Consumer purchase process improvements in e‐tailing operations," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 59(4), pages 388-403, April.
    Full references (including those not matched with items on IDEAS)

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