91Ó°ÊÓ

Theline of visibility distinguishes between service operations that are visible to the client as well as those that are not visible.

Back-office procedures should be kept out of sight of the client as part of effective service design. Theline of visibility on a flowchart depicts the distinction between front- as well as back-office processes. A Service Blueprint is a flowchart that highlights what is apparent to the client as well as what is not. A fundamental component of the service plan is the line of visibility.

The line of visibility separates what clients can as well as cannot see in the network, that is the front offices (what a client can always see) but also the back office (whatever a consumer could see). On a service blueprint, the line of visibility represents the distinction between onstage procedures that are apparent to the client and off-screen activities that are not.

Making this difference, utilizing the line of visibility, has two high-level purposes. The initial step is to broaden their awareness of the customer's point of view. When simply narrowing one's attention to what other people can as well as cannot view, the flaws in their service are becoming more visible.