Leveraging Service Blueprinting to Rethink Higher Education


In this paper, by authors Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard,  the Center For American Progress takes the position that higher education is a service, or a service system, and that transformative initiatives aiming to address the types of problems noted earlier will benefit from viewing them through a service lens. A service lens puts the customer at the center of improvement and innovation initiatives, considers the customer experience to be a foundation for analyzing and making enhancements, and assumes the customer is a co-creator of value.

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