Service blueprinting and process-chain-network: an ontological comparison

Abstract

Recently, Sampson (2012b) has introduced a new way to visualise service delivery processes which he calls process-chain-network (PCN) analysis. Since the 1980s, service marketers and managers have been using service blueprinting to visualise a service delivery process. We ask 'How well does PCN represent the concepts present in service blueprinting?' To answer this question, we examine the similarities and differences between service blueprinting and PCN using a recognised method of ontological comparison. We have found PCN supports some but not all of the concepts in service blueprinting. The outcome is important because knowing the shortcomings of PCN compared with service blueprinting will allow modellers to exercise care when using PCN diagrams to represent service processes.. His research interests are conceptual modelling methods, business process management, service operations management and operations research. Before commencing his postgraduate studies at The University of Melbourne, he worked for Tehran Municipality ICT Organisation as an Information Systems Analyst. 2 Y. Kazemzadeh et al. Simon K. Milton received his PhD from the University of Tasmania's Department of Information Systems. In his dissertation, he reported the first comprehensive analysis of data modelling languages using a common-sense realist ontology. He continues his interests in the ontological foundations of modelling languages and the implications of top-level ontological commitments in information systems modelling. His recent work extends to the value and use of ontologies to business and biomedicine. He is an Associate Professor in the