Communication Management using Service Blueprint

Abstract

Communications management is the systematic planning, implementing, monitoring, and revision of all the channels of communication within or between an organization, it also refers to the dissemination of new communication directives connected with an organization, network, or certain technology.

In terms of Project Management, Communication Management is grouping processes based on the requirement to meet the information needs of a project and relevant stakeholders. The Pulse study also revealed that the most crucial success factor in project management is effective communications to all stakeholders.

Communication and group interaction are commonly cited regarding the quality, effectiveness, and satisfaction of group decision-making. This is where the question arouses, mostly, it is seen that the organization’s effectiveness and efficiency are evaluated high or as referred to as thriving in the market when all internal departments work in alignment, have transparency and subtle engagement considering the certainty of work culture in cross-departments. However, few of the organizations tend to hardly perform or to refer to the term surviving or die slowly in the market, considering the terms as depicted in the efficiency vs effectiveness matrix.

For successful overall management, a communication management plan must be developed. A study by the Project Management Institution (PMI) reveals that inadequate communication is responsible for one-fifth of project failures. It has to be done in such a way that it is closely aligned with organizational strategy, governance management, and portfolio performance management. Part of the communication management process is to select the most effective communication strategy. In order to make the communications/flow of information throughout the functional departments more stable and transparent, the respective article discusses the scope, applicability, theoretical practices, and limitations of the Service Blueprint model.

Service Blueprint is leveraged to understand cross-functional relationships and make front and back-stage processes more aligned. In a retrospect, it also helps visualize the relationships between different service components; people, props (physical or digital evidence), and processes that are directly tied to touchpoints in a specific service lifecycle.

Concept

Service Blueprint

Good governance is at the heart of any successful business. An organization needs to achieve its objectives and drive improvement, as well as maintain legal and ethical standing in the eyes of internal & external stakeholders, regulators, and the wider community. However, the service blueprint is one of the innovation tools which helps organization govern the processes appropriately.

The service process can be viewed as a chain or constellation of activities that allow the service to function effectively. Service blueprinting is a flexible approach that helps with the challenges of service process design and analysis. It is a powerful technique that can facilitate the detailed refinement of a single step in the customer process as well as the creation of a comprehensive, visual overview of an entire service process.