The book is Public Finance and Public Policy. (5th Edition)Using Case 16, Operationalising lean services: rediscoveringservice blueprinting, as well as the discussion in chap 2 of theService Management text, discuss how service blueprinting toolcould be used to not only improve process efficiency but overalldelivery of service to the citizen-customer. Don’t assume processefficiency leads directly to customer delivery satisfaction. Ifpossible provide an example where this tool was used to impact bothprocess and service delivery.
The book is listed above and it comes from chapters 3, 8, and16.
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