TQM emphasized mapping the service process to identify customer touch points and the service script at that touch point and to creatively think of ways of reducing the cost of the service and increasing its quality, primarily through reliability improvement.

So where are all the published examples of such service process maps posted over the last 20 years by triumphant managers and consultants?
I cannot find any? Can anyone help? Is such service process mapping not done and the only maps that exist are in the heads of managers or worse the consultants?

I am a very experienced online text-book writer developing a very applied online tutorial on commercializing innovation and how to prepare a fundable new business model proposal.
For several reasons I expect it will go big time across universities and colleges.

Laying out the proposed service process in a map in such a proposal would seem to be an essential part of due diligence. So I am looking for examples for students to copy/imitate/emulate/use to draw inspiration from in preparing their own commercializing a service innovation proposal.

Cheers,
Peter Dickson
Ryder Eminent Scholar in Global Logistics
(see peterdickson.org)
Florida International University