Question

In service blueprinting, which line separates front office activities from back office activities?

a) Line of visibility
b) Line of intervention
c) Line of influence
d) Line of support

Answer 1

In service blueprinting, the line of visibility separates the customer-facing front office activities from the behind-the-scenes back office activities. So, the correct option is a) Line of visibility

Step-by-step explanation:

In service blueprinting, the line that separates front office activities from back office activities is known as the line of visibility.

This line is a crucial aspect of a service blueprint as it distinguishes between the customer-facing service actions (front office) and those that happen behind the scenes (back office).

The line of visibility ensures that service managers are aware of which processes the customer can see and interact with directly, helping them to manage and improve the customer's experience effectively.

So, the correct option is a) Line of visibility