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Services Blueprinting: Building Services from the Customers' Point of View


Monday March 7, 2011 from 1:00 PM to 5:00 PM MST

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This event is being held in conjunction with EXCHANGE 2011, more details available here



Bradley Rhoton 
770 565 2340 x246 



Camelback Inn Resort & Spa 
5402 East Lincoln Drive
Scottsdale, AZ 85253

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Registration Cost:

Registration cost is $350 / person

In partnership with our academic affiliate – Arizona State University's Center for Services Leadership – we are pleased to extend an exclusive invitation to this year’s EXCHANGE attendees for a Pre-Conference “Services Blueprinting” workshop on Monday, March 7, 2011 at the Camelback Inn Resort and Spa in Scottsdale, Arizona.

What is Services Blueprinting?

Services Blueprinting is a versatile and practical technique used for service improvement and innovation. Service Lifecycle Management promise a closer connection with the customer. Services blueprinting enables you to clearly visualize your services and delivery from the customers’ point of view and help you design Service Lifecycle Management in a manner that can cement lasting, profitable customer relationships.

How is the workshop structured?Dr. Amy Ostrom

Dr. Amy Ostrom, a leading expert in services blueprinting, will guide workshop participants through three main stages: 1) overview of the blueprinting technique, 2) practice blueprinting a generic service in teams, 3) apply blueprinting in a Service Lifecycle Management context.

What will be achieved in the workshop?

By the end of the workshop, you will have:

 • Learned the Services Blueprinting approach
 • Gained experience applying it in a way that easily
    translates to your organization
 • Secured insights into how to use Services Blueprinting to
    maximize the value of Service Lifecycle Management in the eyes of your

Who should attend?

This workshop is ideal for business and technology executives who are involved in designing, operating, or managing their organization’s Service Lifecycle Management offerings and processes.

What is the cost of the Pre-Conference workshop?

We are pleased to offer the pre-EXCHANGE Services Blueprinting workshop at a significant discount off the CSL’s standard registration. The cost is $350 per person (a 10% discount applies to organizations sending three or more participants) and is only available to 2011 EXCHANGE attendees. Space is limited and we expect it to fill up quickly, so register today.

For more information on Services Blueprinting, visit CSL’s site, here.

For details on EXCHANGE 2011, click here.