Professional Documents
Culture Documents
Service Process
Service Process
Group Members:
Ruchi Chandan Prafulla Nakhua Aishwariya Pillai Nikhil Ray Shobhita Lakshmanan
As Delivered in real time with customers present in the service factory Service delivered should highly satisfy customers and operationally efficient. Thus High need to avail marketers and operational specialists and even a human resource expert in high-contact services to design the service process
Blueprinting
The objective of blue printing is to show how information, assets & customers are processed. Through blue printing, marketing & operations personnel are able to communicate with each other on paper It provides a logical flow of the whole process It is a effective tool for the managers to recognize the benefits of a changing system It helps the marketer to set target times initially based on consumers expected level of service
PROCESS
Service Blueprinting
Service Blueprint
EVIDENCE
A tool for simultaneously depicting the service process, the points of customer contact, & the evidence of service from the customers point of view.
Identify the process to be blueprinted Map process from the customers point of view Draw line of interaction Draw the line of visibility Map process from customer contact persons view, distinguishing visible activities from those that are invisible. Draw line of internal interaction. Link customer and contact person activities to needed support functions.
Hotel exterior, lobby, employees, key Make Customer reservation Actions Employee Actions Face-to-face Phone Contact Rep. records, confirms Parks Car Enter data Register guest data
Arrive, parking
Doorman greets, Customer takes car
Check-in at reception
Receptionist verifies, gives key to room
Line of Interaction
Make up Room
Line of visibility
Decline
Receive Payment
Final payment
F Verify 1 day income data Initial screening 2 days Credit check Accept 3 days
Confirm F
Delinquent
Close account
Employer
Credit bureau F
Branch records F
Bank accounts
Fail point
Data base records
Employee decision
F
W
TRUSTEESHIP
LENDING INVESTMENT PREMIUM ACCOUNTS HIGH
LOW
SAVINGS ACCOUNT
GOVERNMENT BUSINESS LOCKERS LOW
CURRENT PROCES
Home
Self-seating
Servicescapes
Service Escapes can be defined as the environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service. The service escapes encourages the customer to be deeply involved with the service production system. The quality of service escape also influences the internal customers output