4、緊密度和相關性（TightnessandDependence）緊密度（tightness）：流程各階段之間的聯(lián)系密切程度。相關性（dependence）：15、瓶頸（Bottleneck）瓶頸（Bottleneck）Astagewiththelowestoutputcapacitythatlimitsthetotaloutputoftheprocess.2二、能力與需求（CapacityversusDemand）Capacityisthefirm’soutputcapability;demandisthelevelofoutputthatthemarketrequirestomeetcustomerneeds.3三、流程圖（ProcessFlowcharts）Aschematicdiagramfordescribingaprocess.Whattheofficialordocumentedmethodis.Howtheworkisactuallybeingperformed.Whattheproperproceduresshouldbe.4ElementsinaProcessFlowchartExhibit5.65四、服務藍圖（ServiceBlueprinting）Theprocessofflowchartingforservicesthatincludesthecustomer:Identifying(mapping)processesIsolatingfailpointsEstablishingatimeframeAnalyzingprofitabilityLineofvisibilityAbovetheline:stagesinprocess,indirectcontactwithcustomer,thatfocusonprovidinggoodservice.Belowtheline:stagesintheprocess,notincontactwiththecustomer,thatfocusonprocessefficiency.6ServiceBlueprintforaCashAccount

ataDiscountBrokerageExhibit5.7Source:AdaptedfromG.LynnShostack,“DesigningServicesThatDeliver,”HarvardBusinessReview62,no.1(January–February1984),p.138.7BlueprintforaCornerShoeshineExhibit5.8Source:ReprintedbypermissionofHarvardBusinessReview.ExhibitfromAdaptedfrom“DesigningServicesThatDeliver”byG.LynnShostack,January–February1984,p.134.Copyright?1984bythePresidentandFellowsofHarvardCollege;allrightsreserved.8ShoeshineProfitabilityAnalysisExhibit5.9Source:ReprintedbypermissionofHarvardBusinessReview.ExhibitfromAdaptedfrom“DesigningServicesThatDeliver”byG.LynnShostack,January–February1984,p.135.Copyright?1984bythePresidentandFellowsofHarvardCollege;allrightsreserved.9ProcessAnalysisinServices(cont’d)FailsafingCreatingacontrolconditionwherethecustomer,