January 2009
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600 Citations
McKinsey Quarterly
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... As shown in Table 5, a minority of studies used a predefined theory, model, or framework to build their JM/SB (6/28). The theories, models, or frameworks that were used to support the development of JM/SBs were Healthcare Access Framework, 50 the Customer Purchase Decision Making Model, 51 the McKinsey Customer Decision Journey Model, 52 the "RACE" model, 53 the Theory of Inventive Problem Solving, 54,55 the Nurturing Care Framework for Early Childhood Development, 56 the Chronic Illness Trajectory Framework, 57 and the Donabedian Framework of Structure-Process-Outcome (SPO). 58 Formats of journey mapping/service blueprinting. ...
- Citing Article
January 2009
McKinsey Quarterly