# Service Process Problem-Solving Based on Flow Trimming
## 3 Service Process Trimming Method
### Flow Analysis Based on the Service Blueprint Method
#### 3.1.3 Model Construction and Problem Excavation of Service Touchpoint Flow  
In this paper, the four types of stakeholders involved in the problematic service touchpoints are graphically illustrated, and their interrelationships are reflected via images, i.e., the delivery of the service touchpoint flow is presented in the form of a flow model. The sequence of building the flow model is as follows:  
1. Stakeholder recognition of problematic service touchpoints based on the service blueprint. The four types of stakeholders involved in the problematic service touchpoints are identified by their level.
2. Flow recognition and flow model construction. According to the stakeholders identified in step (1), the type of flow between two adjacent types of stakeholders is identified, and the flow model of the problematic service touchpoint is drawn, as shown in Figure 4.  
\begin{table}
\begin{tabular}{c c c c} \hline
**Type of Flow** & & & \\
**Disadvantage** & **Meaning** & **Content** & **Example** \\ \hline \multirow{4}{*}{Harmful flow} & The flow provider provides a & Flow self-damage; flow damage & Some web pages will provide \\  & useful flow to the flow receiver & channel; flow damage & users with useful information \\  & while providing harmful flow. & other objects & flow, but will simultaneously \\  & & & other objects & push some vulgar content, i.e., \\  & & & harmful information flow. \\ \hline \multirow{4}{*}{Inefficient flow} & The flow provider provides a & Inefficient useful material; & A hospital provides an inefficient \\  & useful flow to the flow receiver, but & inefficient useful information; & number of beds, and patients \\  & the flow is too small or too little. & inefficient useful funds & need to wait for admission. \\ \hline \multirow{4}{*}{Wasted flow} & The flow provider provides a & Wasted useful material; wasted & Faced with a lot of similar \\  & useful flow to the flow receiver, but & useful information; wasted & advertising information, readers \\  & the flow is too large or too much. & useful funds & are confused and face difficulties \\  & & & in choosing information, and \\  & & & there is an overwhelming \\  & & & amount of useful information. \\ \hline \multirow{4}{*}{Utilization disadvantage flow} & The flow provider provides a & Grey zones; channel damages & During the Spring Festival travel \\  & useful flow to the flow receiver, & flow; other objects damage flow; & season, there are a lot of \\  & but the flow is not properly & flow damages channel; & travelers, and the trains are \\  & utilized. There are two situations: & flow damages itself; & over-utilized, causing congestion \\  & over-utilization and & flow damages other objects & in the carriages. \\  & under-utilization. & & Bottlenecks; stagnant zones; \\  & & & recirculation zones; poorly \\  & & & transferable flow; long flow \\  & & & channel; high channel \\  & & & resistance; low flow density; a \\  & & large number of transformations & \\ \hline \end{tabular}
\end{table}
Table 1: Classification of flow disadvantages in the service process.  
To solve the problem innovatively, it is necessary to first clarify the problem, that is, to clarify the flow of the implementation of the trimming method. The basic principle is that each cause of the underlying flow disadvantage is directly related to the attribute of the flow provider or the flow itself. First, the flow disadvantage that causes user dissatisfaction is identified according to the flow model, after which the uppermost flow disadvantage related to it is identified and defined as the final flow to be trimmed.