 Abstract-In the field of service design, modeling is often used to visually represent the structures, flow, and operations of a service. This modeling, usually referred to as a "workflow" or "service blueprint", is usually conceptualized in a linear or matrix form. These models, while useful for visualizing the structures and processes involved in service production, fail to consider the contribution of human factors -motivation, emotion, satisfaction, etc. -that are also essential elements of service interactions. It is therefore necessary to focus on the satisfaction and behavior of customers and employees. The ultimate goal is to try to eliminate the obstacles and conflicts of human order to generate an improvement of the whole service. We propose the development of an "enhanced" service blueprint which includes human factors dimensions, and attempt to compare its use to that of a traditional blueprint.

The modeling of a customer experience realized through a service blueprint is useful for visualizing the structures and processes involved in its production. However, the classical service blueprint fails to consider the contribution of human factors-motivation, emotion, satisfaction, etc.-that are essential elements of service interactions and can represent important risks of non-quality. Consequently, we have developed an enhanced service blueprint dedicated to Enterprise Risk Management (ERM), which includes the human factor dimension. In order to take into account the human factor dimension in the service blueprinting syntax, we include a sociogram. A sociogram is a graph whose nodes are linked together by arrows expressing sociological and psychological variables. Thus we are able to measure and visually identify the areas at risk in an integrated manner, those which are typically attached to the dominant human factor component of service productions. To illustrate this new ERM modeling concept, we have developed a case study related to a service at the reception of a luxury hotel. We are thus able to show the advantages of using the service blueprinting approach compared to the classical risk mapping process in the context of ERM.

Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.