| University | Singapore University of Social Science (SUSS) |
| Subject | BUS363: Total Quality Management |
Question 1
- Analyze how Service Blueprinting can be used by the clinic to design a high-quality service process, from the point of a patient entering the clinic to his or her leaving the clinic after consultation. You must explain all steps in developing the service blueprint, identify two potential fail points and show the blueprint diagram.
- For financial analysis, you shall work on improving the efficiency of the service process so that the patient incurs less time in the process. Convert the time saved into reducing monetary loss by the patient, assuming that his opportunity cost is $0.20 per minute.
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