Service Blueprint Exercise

Group 1
PGP/23/119 - Tejashree Kadbe
PGP/23/269 - Harsimran Nagi
PGP/23/338 - Nishant Kumar
PGP/23/412 - Rhea Pradhan
 Service Blueprint – IIM K Dispensary (Current)

Physical Waiting Room

Nurse’s attending
Information sheet
Doctor’s
attending/consultati
Nurse’s attending All rooms, beds,
Medical equipment
evidence room room tables etc..
on room

Customer gives
Customer Patient enters
Customer meets nurse
Explains problems
Customer meets
doctor, explains
prescription to
Actions Waits in room Undergoes basic tests problems nurse, collects and
leaves
Line of Interaction
1. Nurse asks and 1. Notes in
information
inquires about
sheet
Employee problems
2. Checks
2. Handed to
Doctor evaluates
and provides Nurse provides
customer for
Actions credentials
Doctor’s
prescription to medicine
(Onstage/Visible) 3. Checks for patient
symptoms, reference
during
temperature etc consultation
Line of Visibility

Employee Arrangement of Housekeeping

services clean Maintenance and
medicines
Actions rooms and material repair of equipment
(Backstage/Invincible)

Line of Internal
Interaction
IT System for
Support student verification
Processes Ambulance
arrangement
 Service Blueprint – IIM K Dispensary (COVID Care Changes for regular admittal)

Changes to be
added
indicated in red Physical Waiting Room Nurse’s attending
Information sheet
Doctor’s
attending/consultati
Nurse’s attending All rooms, beds,
Medical equipment
boxes, steps to evidence Temperature Gun room room tables etc..
on room
be removed
striked out Foot operated sanitizer dispensers present.
with red lines Sanitation before and after meeting with the nurse and doctor
Customer gives
Customer Patient enters
Customer meets nurse
Explains problems
Customer meets
doctor, explains
prescription to
Actions Waits in room Undergoes basic tests problems nurse, collects and
Patient asked to leaves
Line of Interaction fill a online form
for basic 1. Notes in
1. Nurse asks and
information information
inquires about
sheet
Employee problems
2. Checks
2. Handed to
Doctor evaluates
and provides Nurse provides
customer for
Actions Employee/Guard
credentials
Doctor’s
prescription to medicine
(Onstage/Visible) 3. Checks for patient
checks patient’s symptoms, reference
during
temperature using temperature etc consultation
gun before entry
Line of Visibility

Employee Arrangement of Housekeeping

services clean Maintenance and
medicines
Actions Information sheet
prepared online and
rooms and material repair of equipment
(Backstage/Invincible)
sent to doctor to
minimize touch
Line of Internal interaction Requirement of a
Interaction constant cleaner
IT System for
Support student verification
between patients to
sanitize seats, beds,
Processes Prebooked Ambulance
arrangement etc.
appointments in
15 min time
slots
 Service Blueprint – IIM K Dispensary (COVID Care Changes for COVID Symptoms)

COVID Quarantine center

Changes to be Physical Waiting Room
COVID Care Zone Information sheet
with all necessary equipment All rooms, beds,
Medical equipment
Changes
highlighted in
evidence Temperature Gun (Ideally set up near but separately from the
dispensary for easy admit)
tables etc..

red font color

Customer
Customer declares Customer meets and explains symptoms to
Customer COVID symptoms, doctor/nurse in charge quarantined to
check for symptom
Customer
undergoes
Actions enters through (specific to COVID patients, not interacting
development and treatment
alternate entry with other regulars)
scale
Line of Interaction

1. Nurse asks and

inquires about
Employee Guard checks
temperature ,
problems
2. Checks
Doctor regularly
checks on status
Checks for level of
treatment needed,
Actions denies regular credentials and provision of
status and discharge
(Onstage/Visible) entry 3. Checks for medicine
symptoms,
temperature etc
Line of Visibility

(In case of increase

Employee Arrangement of in severity) Housekeeping
services clean Maintenance and
medicines Contact state
Actions department for
rooms and material repair of equipment
(Backstage/Invincible) hospitalisation
Line of Internal
Interaction

IT System for Regular cleaning

Support Prebooked
appointments in 15
student verification Contact state depart
to report case
between patients
and complete
Processes Ambulance
min time slots sanitation of
arrangement
faciliites