
seva kaa khaaka

seva khaaka mool roop seey seva design key liye upayog kii jaane vaali ack takneek haye, lekin parichaalan dakshata key saath samasyaon kaa nidan karane mein bhee anuprayog paae gaye hain. takneek kaa varnan sabse pahale jee dwara kiya gayaa thaa. linn shostack, ack baink karyakari, 1984 mein "harvard business review" mein. seva blueprint ack lagu prakriya chart haye joe graahak key drishtikon seey seva vitaran prakriya koo darshaata haye. seva sanchaalan, seva design aur seva key prabandhan key liye seva khaaka sabse vyaapak roop seey upayog kiye jaane vaale upkaranon mein seey ack bunn gayaa haye.
tatva.
blueprint key baare mein sochane kaa ack saral tarika ack prakriya chart key roop mein haye jisamen input, prakriya aur output shamil hotey hain.
ack seva khaaka hamesha graahak key drishtikon seey banaaya jaataa haye. ack vishisht seva khaaka pehchaan kartaa haih
"vaikalpik samavesh-ichchit anuprayog key aadhar parr":
phir bhee anya vidvaanon aur chikitsakon ney vibhinn panktiyon koo jodane kii sifarish kii haye, jinamen shamil hain -
vikas.
seva blueprint seva vipanak key pradarshan mein sabse upayogi upkaranon mein seey ack bunn gayaa haye. isake mool vikas key baad seey, kaee vidvaanon ney atirikt jaankaari aur adhik seemankan pradaan karane vaale vibhinn sanshodhanon koo jodkar isaki upayogita badhaane kii maang kii haye. zeethamal aur bitner maanchitra mein chaar panktiyaan jodane kii salah dete hain. (1) drishyata kii rekha (mool mein kii tarah); (2) baatchit kii rekha joe graahak karyon koo seva pradaata karyon seey alag karati haye (3) aantarik baatchit kii rekha joe saamane key karyalaya aur peechhe key karyalaya koo alag karati haye aur (4) karyanvayan kii rekha joe prabandhan kshetra koo samarthan kshetra seey alag karati haye. inn lines koo jodane seey yojana banaane aur niyantran key karyon koo taiyari sahit samarthan gatividhiyon seey alag karane mein madad milati haye. phir bhee anya vidvaanon aur vyavsaayiyon ney vibhinn panktiyon koo jodane kii sifarish kii haye, jisamen (5) order kii paith kii rekha shamil haye joe graahak-prerit gatividhiyon koo graahak-swatantra gatividhiyon seey alag karati haye.
lavalak, patterson aur walker (2001) kaa sujhaav haye kii seva kaa khaaka una manakon seey bhinnata key star koo nirdisht karane key liye bhee upayogi hoe sakata haye joe gunavatta aur samayabaddhata key baare mein grahakon kii dhaaranaon koo prabhaavit kiye binaa prakriya key pratyek charan mein sahan kiye jaayenge. zeethamal, bitner aur gremler (2006) ney bhee maanchitra mein "adachanen" aur "asafal bindu" jodane kii sifarish kii. ack adchan pranali mein ack bindu haye jiss parr upbhoktaon key prateeksha samay ausat yaa nyuntam sahaniya apekshaon seey adhik honey kii sambhavana haye. ack asafal bindu muthbhed key bheetar koee bhee bindu haye joe graahak santushti yaa gunavatta koo prabhaavit karane kii kshamata rakhta haye. yeye parivardhan seva khaake key naidaanik moolya koo badhaate hain.
anuprayog.
seva blueprinting key teen mukhya anuprayog hainh saral pratinidhitva; parichaalan kamiyon kaa nidan aur seva design (sanrachanaatmak parivartan yaa naee seva vikas key liye yojana).
ack khaaka banaana.
mool seva khaaka ack atyadhik drishya, chitramaya maanchitra haye joe seva prakriya mein pramukh sampark binduon aur sampark kii prakriti koo chitrit kartaa haye-chaahe bhautik sakshya, kaarmik yaa prakriyaon key saath. ise ack dou ayami maanchitra key roop mein dekhaa jaa sakata haye jisamen kshaitij aksh samay kaa pratinidhitva kartaa haye aur urdhvaadhar aksh prakriya mein buniyaadi charanon kaa pratinidhitva kartaa haye. drishyata kii ack rekha graahak koo dikhaai dene vaale karyon koo drishti seey baahar key karyon seey alag karane key liye shamil kii jaati haye. karmchari akshansh, joe karmchaariyon koo seva prakriya koo badalane key liye diye gaye vivek kii raashi koo sandarbhit kartaa haye, maanchitra parr charan key saath judaa ack coll-out sanket dikhaaya gayaa haye. prakriya kii jatilata koo kewal prakriya mein charanon kii sankhya seey dikhaaya jaataa haye.
ack khaaka taiyar karane kii prakriya mein ichchit anuprayog key aadhar parr paanch seey saat charanon key beach shamil hotaa haye. shuruat seey hii, blueprint koo graahak key drishtikon seey dekhane key liye design kiya gayaa thaa, saath hii saath prabandhan key liye antardrishti pradaan kii gaee thee. tadnusar, praarambhik bindu graahak key charan-darr-charan sampark binduon kii kalpana karna honah chaahiye, joe pratyek charan key liye nyuntam sahansheel prateeksha samay key sandarbh mein graahak kii apekshaon koo darshaata haye.
"buniyaadi seva khaaka"
paaramparik roop seey, seva blueprint koo upayogkartaon key karyon seey laker samarthan prakriyaon taka kuchh bhee chitrit karane key liye panktiyon aur paath bakse key saath chitrit kiya gayaa haye. fail point, adachanen aur pratyek kadam key liye liya gayaa ausat samay bhee vishleshak key vivek parr jodaa jaa sakata haye. seva khaaka mein shamil jaankaari kii matra kaafee hudd taka iss baat parr nirbhar karati haye kii iska upayog kaise kiya jaanaa haye. varshon seey, seva blueprint seey judey aam taur parr sweekrit prateekon kii ack pranali vikasit kii gaee haye. halanki khaaka taiyar karna mushkil naheen haye, lekin taiyar prakriya maanchitra koo prastut karane key baare mein koee saarvbhaumik sahamati naheen haye.
vyakhya.
seva key khaake kii vyakhya karate samay, dou buniyaadi vichaar hotey hain, jatilata aur vichalan.
"jatilata" seva karane key liye aavashyak charanon kii sankhya aur jatilata koo sandarbhit kartaa haye. ack jatil seva prakriya vaha haye jisake kaee charan hotey hain.
"vichalan" seey tatparya akshansh, swatantrata, nirnay, vivek, parivartansheelta yaa sthitijanya anukoolan kii degree seey haye jisaki anumati prakriya key kissy bhee charan key bheetar dee jaati haye. kadmon seey judey coll-out sanketon kii sankhya ack seva prakriya kaa ack sanketak haye joe vyaapak akshansh koo seva vitaran prakriya mein alag-alag charanon kii anumati detaa haye.
blueprint aarekh key herfer mein jatilata badhaana, adhik kadam jodana, yaa pratyek charan mein karmchaariyon koo adhik akshansh kii anumati dekar vichalan badhaana shamil hoe sakata haye. samanya taur parr, seva prakriyaaen jinamen karmchari key uchch star key vivek shamil hain, vyaktigat grahakon kii jarooraton koo puuraa karane key liye alag-alag kadam uthaa rahee hain, anukoolan kii or badh rahee hain. doosari or, pratyek charan koo maankeekrit karke vichalan koo cumm karna, aksar jatilata koo badhaata haye, lekin isake parinamswarup seva prakriya design key liye utpaadan-line drishtikon hoe sakata haye. jatilata aur vichalan mein herfer karke, chaar alag-alag sthiti ranneetiyon kii parikalpana karna sambhav haih
seva design yaa sanrachanaatmak parivartan key liye prabandhakiya kaary.
seva blueprint kii jaanch 'utpaad sudhaar key avsaron kaa sujhaav dey sakati haye joe vitaran pranaliyon koo phir seey configure karke, vishisht tatvon koo jodkar yaa hataakar, yaa anya khandon koo aakarshit karane key liye seva koo phir seey sthaapit karke praapt kiya jaa sakata haye. jatilata aur vichalan mein herfer karke, seva prakriya mein sudhaar, seva utpaad mein sudhaar yaa nae seva navacharon kii parikalpana karna sambhav haye.
"vichalan koo cumm karna": vichalan koo cumm karane key liye aam taur parr shram key liye upkaran koo pratisthaapit karane kii aavashyakta hoti haye, jisamen graahak swa-seva mein shamil hotey hain aur maankeekrit sanchaalan prakriyaon koo shuru karate hain. parinam ekroopata haye joe laagat koo cumm karati haye aur utpaadaktaa mein sudhaar karati haye. iss drishtikon mein aamtaur parr uchch-matra/cumm margine sthiti mein badalaav shamil hotaa haye aur safal honey key liye badey paimaane parr baajaron taka pahunch kii aavashyakta hoti haye. iss drishtikon kii bhedyata yeh haye kii yeh anukoolan aur lachilepan koo cumm kartaa haye.
"vichalan mein vriddhi": vichalan key badhate parinam prabhaavi roop seey ack vishisht bajar ranneeti haye. anukoolan aur lachilepan key uchch staron key liye maanav sansaadhan mein mahatvapurna nivesh kii aavashyakta hoti haye, bharti aur prashikshan joe sabhi lagaton mein jodate hain. iss drishtikon mein aamtaur parr pratishtha bajar khand kii or ack badalaav shamil hotaa haye aur una grahakon taka pahunch kii aavashyakta hoti haye joe anukoolit sevaaon key liye premium kaa bhugtan karane key ichchuk hotey hain. vichalan mein vriddhi kii bhedyata yeh haye kii prakriyaon koo prabandhit karna, niyantrit karna aur vitarit karna adhik kathin haye.
"jatilata koo cumm karna": cumm jatilata mein aamtaur parr ack visheshagyata ranneeti shamil hoti haye. jaise-jaise prakriya seey kadam hataa diye jaate hain, seva firm peshkashon kii ack sankeern shrinkhala parr dhyaan kendrit karati haye. udaharanon mein ack prasooti visheshagya, radiologist shamil hain. iss drishtikon kaa laabh yeh haye kii seva pradaata uchch star kii visheshagyata vikasit curr sakata haye aur vitaran aur niyantran koo suvidhajanak banaaya jaataa haye. iss drishtikon kii bhedyata yeh haye kii yeh seva firm koo jokhim key liye ujagar kartaa haye, vishesh roop seey yadi pratiyogi poorna-seva vikalpon kii suvidha pradaan karna jaari rakhate hain.
"jatilata mein vriddhi": badhee hui jatilata seva-utpaad vikas vikalp haye (i.ee. maujooda baajaron mein vibhinn utpaadon koo bechein). iss vikalp key tahat, seva firm key paas pratyek graahak seey utpann rajaswa koo adhikatam karane kaa avsar haye. iss drishtikon mein antarnihit bhedyata yeh haye kii firm kii bajar sthiti bhramit hoe sakati haye. utpaadon kii ack vyaapak shrinkhala kaa prabandhan karane seey firm koo apane prayaas koo failaane key jokhimon kaa bhee pataa chala sakata haye joe samagr seva gunavatta koo nuksan pahunchaane key liye bahut cumm haye.
parichaalan dakshata mein sudhaar key liye prabandhakiya kaary.
jabaki khaaka parichaalan kamiyon kii or dhyaan aakarshit kartaa haye, khaaka, swayam, samadhan kaa sujhaav naheen dey sakata haye. sanchaalan samasyaon key sambhaavit samadhanon kii pehchaan karane key liye, vishleshak koo seva prakriya kii jaanch karni chaahiye aur una karakon parr vichaar karna chaahiye joe samasya kaa kaaran bunn sakate hain. isake alawa, sambhaavit samadhanon kii seema sangathan key mission, vartamaan bajar sthiti aur sansadhanon taka pahunch dwara seemit hoe sakati haye. 
vipanan saahitya key ack bahut hii mahatvapurna nikaay ney blueprinting key madhyam seey pahachaani gaee samasyaon key sambhaavit samadhan key prashn koo sambodhit kiya haye. prabandhakiya antardrishti praapt karane key liye blueprint kaa upayog karke adhyayan key dhana key saath nyaay karna mushkil haye. pramukh prabandhakiya karyon kaa sankshipt saransh iss prakaar haih
"maankeekrit prakriyaaen"
seva vitaran mein parivartansheel pradarshan kaafee hudd taka avibhajyata aur maanviya karakon key kaaran haye. back offices mein bhee mankikaran kii kamee apratyaksh roop seey graahak prakriya koo prabhaavit curr sakati haye. kaee sangathanon mein karmchaariyon ney faailon koo sangraheet karane key liye apani pranali kaa chayan kiya. swank (2003:125) ack beema company kaa udaaharan detaa haye jahan kuchh karmchaariyon ney policidharak (varnanukram) key anusaar, anya ney policy sankhya (kalanukramik) key anusaar daayar kiya, jabaki anya ney praapt tithi key anusaar. jaba karmchari anupasthit they, tou pratisthapanon koo kabhi-kabhi yeh pataa lagaana mushkil hoe jaataa thaa kii faailen kahaan sangraheet kii gaee theen, isaliye faailon koo punarpraapt karane kii prakriya mein deree hui thee.
iss bhinnata koo cumm karane key liye, seva firm key paas kaee vikalp hain.
mankikaran koo spasht roop seey gunavatta kii nirantarta mein sudhaar aur prabandhan key liye prakriyaon kaa aaklan karna aasaan banaane key drishtikon seey seva vitaran parr sakht niyantran pradaan karane key liye design kiya gayaa haye. anya laabhon mein laagat mein kamee aur utpaadaktaa mein sudhaar shamil hain. haalaanki, mankikaran key madhyam seey praapt parichaalan dakshata mein laabh mein aamtaur parr lachilepan aur anukoolan kaa tyag karna shamil hotaa haye. vishleshak key liye, behtar parichaalan dakshata aur anukoolit vitaran key beach ack nirantar vyaapaar haye.
"mahatvapurna ghatnaaon kii pehchaan karein aur unakaa prabandhan karein"
kuchh vichalan seva baatchit kaa ack samanya pahalu haye; haalaanki koee bhee vichalan joe graahak kii moolya kii dhaaranaon koo prabhaavit karane kii sambhavana haye, seedhe santushti parr prabhaav daaltaa haye. way ghatanaaen jinamen vishesh roop seey santoshjanak yaa asantusht honey kii kshamata hoti haye, unhein mahatvapurna ghatnaaon key roop mein jaanaa jaataa haye aur maankeekrit prakriyaon seey labhanvit hoe sakati hain. graahak prateeksha samay koo aksar ack mahatvapurna ghatana maanaa jaataa haye aur isake liye manakon aur sahansheelata koo vikasit karane kii bhee aavashyakta hoe sakati haye.
"sampark binduon kii sankhya cumm karein"
aksar yeh sujhaav diyaa jaataa haye kii seva prakriyaon mein sampark binduon kii sankhya mein kamee seey adhik dakshata hoe sakati haye kyonki yeh una binduon kii kull sankhya koo cumm curr detee haye jahaan viphalata pranali mein pravesh curr sakati haye. vitaran prakriya koo saral banaane key liye, sabse aam tarika haye swayam-seva praudyogikiyon yaa swa-nirdeshit prakriyaon key madhyam seey graahak koo gatividhiyon koo saunpana. haalaanki, manushyon key liye praudyogikiyon koo badalane seey seva prakriyaon kii lachilepan mein yogdan milata haye aur antatah bajar mein seva peshkash koo alag karane key cumm avsar mill sakate hain. yojnakaron koo samagr sthiti ranneeti key saath prakriya koo niyantrit karane key pratispardhi hiton koo santulit karane kii aavashyakta hoe sakati haye.
"graahak bhagidari badhaaen"
graahak bhagidari koo graahak sampark key saath bhramit naheen kiya jaanaa chaahiye. graahak bhagidari, seva key utpaadan aur vitaran key liye aavashyak, mansik aur shaaririk donon tarah key prayaas aur bhagidari kii degree haye. graahak bhagidari mein uchch sevaaon key udaharanon mein doo-itt-yorself kaar wash, salad baar aur buffe, aur doori (parisar key baahar) shiksha sevaaen shamil hain.
graahak bhagidari kaa star seva pradaata koo saral jaankaari pradaan karane seey laker seva karmchaariyon kii sahaayata seey sanyukt utpaadan taka, aise udaharanon taka jahan graahak ekmatra nirmaata haye (i.ee. swa-seva). graahak bhagidari seva utpaad dene seey judee laagat koo cumm karane parr kendrit haye. udaaharan key liye, internet key madhyam seey 1see key vipareet, ack baink key liye ack graahak koo over-dha-counter seva dene key liye lagbhag 3 dollar kaa kharch aataa haye. haalaanki atirikt 'kaary' grahakon koo vistaarit seva ghante, samay-bachat aur kuchh udaharanon mein maudrik bachat jaise laabhon seey judaa hoe sakata haye, lekin yeye laabh turant spasht naheen hoe sakate hain-unhein badhaava diyaa jaanaa chaahiye.
"alag jatilata"
joe koee bhee baink mein kataar mein khadaa rhaa haye jabaki ack ekal teller ney lambe lenden key saath graahak kii sahaayata kii haye, vaha iss siddhant koo samajhata haye. ack samadhan yeh haye kii samaan star kii kathinaaee vaale karyon koo unaki apani prakriyaon aur pradarshan key saath alag-alag samoohon mein vibhajit kiya jaae. udaaharan key liye, badee sankhya mein khudra grahakon (apekshaakrit saral lenden key saath) aur vaanijyik grahakon (badee jamaa aur nikasi karane vaale) key saath ack baink shakha grahakon key pratyek samooh key liye alag-alag teller vindo pesh karna chaah sakati haye.
"judee hui prakriyaon koo nikat bhautik nikatata mein rakhein"
jatil sevaaon mein kaee kadam shamil hotey hain aur sampark karmchaariyon, back offices aur sahaayata vibhagon key beach kagji kaarravaai yaa graahak faailon koo badalane kii aavashyakta hoe sakati haye. kagji kaarravaai yaa grahakon koo sthanantarit karane mein lagane vaalaa samay samay aur dakshata key mamle mein bahut mahanga haye. tritiyak chhaatr namankan jatil prakriyaon kaa ack mahaan udaaharan pradaan kartaa haye joe aksar bahut adhik graahak-anukool naheen hoti hain. chhatron koo yeh sunishchit karane key liye kii unakaa pathyakram sahee disha mein aage badh rhaa haye, pahale ack shaikshanik salaahkaar koo dekhana chaahiye, phir ack prashaasnik salaahkaar koo dekhana chaahiye kii kyaa kagji kaarravaai crum mein haye aur anta mein tution shulk kaa bhugtan karane aur kissy bhee jurmaane kaa bhugtan karane key liye ack cashier koo dekhana chaahiye, jaise kii unake namankan koo antim roop dene seey pahale pustakalaya kii pustaken. kaee sansthanon mein, iss namankan prakriya mein aadhaa dinn lugg sakata haye-aur chhatron koo pratyek kadam koo puuraa karate hue ack stambh seey dusare stambh taka daudane kii aavashyakta hoti haye. pratyek charan koo nikatata mein rakhane key kaee faayade hain. yeh naa kewal parichaalan dakshata mein sudhaar kartaa haye, balki isamen seva karmchaariyon koo kull prakriya parr dhyaan kendrit karane aur unake karyon key pranali key anya hisson parr prabhaav daalane key tarikon kii behtar samajh praapt karane kii kshamata haye. sankshep mein, yeh karmchaariyon koo kewal una gatividhiyon parr dhyaan kendrit karane key liye majboor naheen kartaa haye jinake liye way seedhe taur parr jimmedaar hain.
"loop-back koo hataa dein"
vinirmaan mein, ack loopback taba hotaa haye jaba aage kii prakriya key liye kaam koo pichhale charan mein vaapas curr diyaa jaataa haye. loop-back aamtaur parr deree paida karate hain kyonki way utpaadan line key saath parinami samasyaon kaa kaaran banate hain. yeh dekhate hue kii seva prakriyaon mein machines key bajaay manushya shamil hotey hain, karmchaariyon key vikalpon dwara prasanskaran jatil hoe sakata haye kii kaun seey kaary karane hain aur unhein kaise nirdhaarit kiya jaae. yadi loop-back ack samasya prastut karate hain, tou prabandhan karmchaariyon koo samagr seva prakriya key bheetar apane sthaan parr dhyaan kendrit karke bhoomikaon aur karyon koo spasht karane mein sahaayata curr sakata haye.
"niyantran viphalata ank"
seva prakriya mein viphaltaon kaa shreya seva pradaata yaa graahak koo diyaa jaa sakata haye. yeh sambhav haye kii seva pradaata ney sansadhanon kaa upayog iss tarah seey naheen kiya joe grahakon kii jarooraton koo puuraa kartaa hoe. vaikalpik roop seey, seva pradaata kii viphalataaen kuprabandhan key kaaran hoe sakati hain. udaaharan key liye, ack karmchari, joe script seey bhatakane kaa vikalp chunata haye, graahak koo sahee tareeke seey seva dene mein whiffle hoe sakata haye. anta mein, viphalataaen una grahakon key kaaran hoe sakati hain joe prakriya koo naheen samajhate hain aur naheen jaanate kii unhein kyaa karna chaahiye. udaaharan key liye, ack graahak baink prabandhak yaa vakeel key saath niyukti key liye upayukt dastavej pradaan karane mein whiffle hoe sakata haye.
samadhanon koo lagu karane seey pahale viphalata key karanon kaa nidan karane mein samay bitana mahatvapurna haye. grahakon key kaaran honey vaali viphalataaen aksar galat soochana key kaaran hoti hain. udaaharan key liye, aise mamalon mein, seva firm grahakon koo usa samay jaankaari kii jaanch soochi pradaan curr sakati haye jaba way ack niyukti karate hain. sansadhanon kii kamee key kaaran viphaltaon key liye tatkaal samasya koo cumm karane key liye alpakaalik samadhan kii aavashyakta hoe sakati haye, jabaki sansaadhan adhigrahan sahit deerghakaalik samadhanon kaa peechha kiya jaa sakata haye.

