Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint

Barbieri, Silvio; Fragnière, Emmanuel; Sitten, Marshall; Zambrano, Gabriel

doi:10.12720/joams.1.2.207-213

Cited by 10 publications

(8 citation statements)

References 20 publications

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“…Here, we describe in chronological order the main touchpoints of the exercise from start to finish. To visualize the entire staging of the exercise, we created an overall service blueprint [25] (see Figure 2) of the complete crash simulation. This blueprint also includes the pre-transaction, with information from the previous day, as well as the post-transaction, with the debriefing conducted immediately after the exercise.…”

Section: Resultsmentioning

confidence: 99%

Fieldwork Analysis of Figurants' Involvement in an Airplane Crash Simulation in Order to Improve the Realism of the Exercise

Fragnière

Nanchen

Ramseyer

et al. 2019

2019 8th International Conference on Industrial Technology and Management (ICITM)

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Aircraft crash simulation is a mandatory exercise for all international airports. The procedure of such a simulation is that a set of figurants play out a given plane crash scenario. Then, all professional bodies-such as police, fire brigades, medical care professionals, airport staff, and airline companies-react to the figurants' role play. The quality of the overall problem resolution is evaluated by the national civil aviation regulator. We postulate that the closer the figurants' staging corresponds to reality, the more relevant the simulation exercise will be in training professionals involved in resolving an actual accident. To our knowledge, very little literature focuses on improving the performance of figurants (research objective). In this research, we conducted a fieldwork study (methodology) during a recent official exercise at Sion Airport in Switzerland. Based on the fieldwork analysis (results), we propose a new staging model (findings) to improve similar simulation exercises (implication).

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Section: Resultsmentioning

confidence: 99%

Fieldwork Analysis of Figurants' Involvement in an Airplane Crash Simulation in Order to Improve the Realism of the Exercise

Fragnière

Nanchen

Ramseyer

et al. 2019

2019 8th International Conference on Industrial Technology and Management (ICITM)

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Section: Discussionmentioning

confidence: 99%

“…Previous studies have attempted to integrate the human factor into service activities [63]. Barbieri et al proposed a methodology that allowed them to consider the contribution of human factors and risk profiles in service provision [63], but there was no formal description how human motivations and interests were modelled and how these impacted the service provision. Furthermore, other studies have considered the human factor and competencies within business process management [64], although there has been no description of how human factors were modelled and considered in business decision making; the present research provides a framework to model them and assess their influence.…”

Section: Discussionmentioning

confidence: 99%

Development of a Business Assessment and Diagnosis Tool That Considers the Impact of the Human Factor during Industrial Revolutions

Torres

Gallego-García

et al. 2022

Sustainability

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Over time, the satisfaction of needs and the ability to meet them have consistently increased. However, the world of the 21st century is one in which the basic needs of millions of human beings are still not satisfied. Why? To an extent, nonprofit organizations such as charities play essential roles in the needed improvement of this situation. In this regard, the human factor within an organization is key influence in organizational performance and societal impact. Human beings within organizations make decisions based on their own motives, so the ethical values of each person are significantly important. Therefore, it is necessary to use analyze the potential of the human factor in the fourth industrial revolution and to analyze its influence in the previous industrial revolutions. This research was aimed to conduct such analyses for a nonprofit charity. Moreover, the authors of this paper also analyzed the industrial revolution potentials of the charity case study using system dynamics. The relevance of the presented paper was ensured by the aforementioned combination of topics. The results showed how greater impacts, higher expenses, and higher stocks were not necessarily able to quantitatively satisfy food needs in a timely manner if the human factor and global effectiveness and efficiency were not optimized. When these aspects were optimized, our hypothesis was proven, as the models set for further industrial revolutions were shown to provide better results in the satisfaction, efficiency, and economic indicators with a lower financial need; therefore, this model can be used to satisfy other needs of Maslow’s pyramid. In conclusion, this proposed approach empowers welfare organizations to increase their CSR consideration, thus enabling them to use internal mechanisms to secure viability in the pursuit of a high-performance CSR approach.

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“…Through the analysis of user behavior [ 37 ] assist the company to sort out the service system in its remote office process, and clarify the work content of each department member [ 38 ]. Using the service blueprint method to clearly present the touch points of users around user behaviors is also needed.…”

Section: Case Verification Studymentioning

confidence: 99%

Service design touch point failure model and effect analysis based on the triangular fuzzy number evaluation method

Wang

Song

Chen

et al. 2022

Int J Interact Des Manuf

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How to improve employees' satisfaction in the remote office mode while working together has become a challenge for enterprises to deal with the new office management mode. The concept of service design touch point is introduced into the remote office management system to improve employees' office experience and help enterprises complete the remote office service design. From the perspective of virtuous circle, the cost of failure analysis and preventive measures for service design touch point in the process of service design is lower than that of dealing with failure after service failure. Therefore, this paper made a risk assessment on the failure mode of service design touch point loss analysis method based on the triangular fuzzy number evaluation method. In the failure risk assessment, the fuzzy failure mode and effect analysis theory and the failure mode of service design touch point are analyzed first, and the expert scoring method is used to evaluate and determine the fuzzy level of severity, occurrence and detection of each failure mode; Then, aiming at the ability difference of different experts in evaluating different objects, the expert importance matrix, which is based on attribute difference, is determined; On this basis, the risk priority value of each failure mode is analyzed and determined by fuzzy calculation method. The risk evaluation ranking results of touch point failure modes are obtained according to the risk priority value. Finally, taking the failure analysis of Y company's remote collaborative office service as an example, the feasibility of the method is verified by the case of protection during COVID-19.

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Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint

Cited by 10 publications

References 20 publications

Fieldwork Analysis of Figurants' Involvement in an Airplane Crash Simulation in Order to Improve the Realism of the Exercise

Fieldwork Analysis of Figurants' Involvement in an Airplane Crash Simulation in Order to Improve the Realism of the Exercise

Development of a Business Assessment and Diagnosis Tool That Considers the Impact of the Human Factor during Industrial Revolutions

Service design touch point failure model and effect analysis based on the triangular fuzzy number evaluation method

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