Thursday, August 15, 2019

Moment of Truth - Illustrated with Toys for Surgical Visit

A Moment of Truth is a significant interaction point in a process where a customer makes a judgment as to the quality of the service they are experiencing.

Below you can see the result of a brief fun classroom activity where students* use toys to stand in for people (a patient, a doctor, a radiographer, and a receptionist). The five process points or Moments of Truth in this example are:
1. Arrival at reception
2. Wait
3. Radiographer
4. Doctor Consult
5. Payment at Reception


* Thanks to Connor and his team
at

No comments:

Post a Comment

Subscribe to: Post Comments (Atom)

Notes on group fitness regimes and music as organisational technology

Photo license:   Flickr image by cooyutsing at http://www.flickr.com/photos/25802865@N08/6853984341/      Introduction The purpose of this a...

  • Core and Supplementary Services
    A core service is simply the fundamental service that the service is providing. A supplementary service is anything that could be consider...
  • Service winners, losers and qualifiers
    One group of concepts that can be useful are the terms service winners, service losers and service qualifiers. To be a service qualifier ...