一個服務性組織必須仰賴服務系統提供顧客服務，設計良好的服務系統，能提供標準且具一致性的服務，進而提升服務效率、避免發生疏失，並使顧客滿意。自從服務藍圖概念發表以來，即成為最常被推崇與討論的服務系統設計與管理工具，但環顧國內餐旅管理界，卻少有探討服務藍圖的文獻。為了瞭解服務藍圖是否能適用於國內服務產業，並驗證其優點與價值，本研究藉由文獻探討，深入瞭解服務系統與服務藍圖的內涵，並以國內某大學校友會館櫃臺作為研究對象進行實地調查，依照服務藍圖建構原則、實際以圖示展現其服務接觸系統。藉由服務失誤點之確認，發現該校友會館應修訂服務作業流程及加強櫃臺服務人員對於預約訂房以及咨詢服務之訓練。

In order to deliver high quality customer service, setting up a service system is essential to the organizations. A well-designed service system can maintain a standardized and efficient service that makes customers satisfied. Service blueprint is one of the most popular management tools, but rarely used by the hospitality organizations in Taiwan. For the purpose of understanding the structure and the implementation of service blueprints, this study analyzes and sets up a front office service blueprint for a university alumni house. According to the failed points identifies, we suggest that the training of employees in reservation and customer communication skills need to be emphasized for improving service quality.