Customer

Physical
Evidence

Blueprint for Reserving a Ticket at the BGSU Theatre Box Office

ticket
order
form

Call in reservation

parking
University Hall
ticket envelope
w/ name

Arrive at theatre

box office window

ticket envelope
w/ name

Go to will-call
window

ticket
envelope
w/ name

Check in w/
name

ticket
cash/check/bursar/
theatre pass

Pay for tickets

(onstage)
(backstage)

Contact Person

cookie
cart
programs
benches
snacks

Wait until theatre opens

assigned
seat
inside of
theatre

Take seat in
theatre
Bottleneck #3

LINE OF CUSTOMER INTERACTION

Greet at window

Bottleneck #1

Find name

Take Payment

Usher takes to
seat

LINE OF VISABILITY

Reservation
taken

Ticket stub
marked

Support Process

LINE OF INTERNAL INTERACTION

Verify name in
theatre pass system

Name envelope
filed into day
and time

Double check
system

Bottleneck #2

Stub and Cash

into audit system

Ushers chosen

Support Process

-Computer

-Mail

-Stadium Exterior

-Ticket Gate

-Credit Card

-Ticket

-Parking

-Outside Stadium

Buy Ticket
on Ebay

Receive Baseball
Game Ticket

Arrive at
Wrigley Field

-Metal Detector

Give ticket
to personnel

Greet, take
ticket, screen,
return stub

(Backstage) (Onstage)

Contact Person

Customer

Physical
Evidence

Service Blueprint: Chicago Cubs Game

Security
Check

Check
Customer

-Gate

-Food

-Glove

-Stadium Exterior

-Stadium

-Seats

-Baseball

-Parking

Arrive at Gate
Entrance

Watch
Ballgame

Catch
Fly Ball

-Check
Ticket
-Direct
Customer

Service
Customer

Security
Escort

Service
Vendors

Ticket
Sent via
FedEx

Online/
Website

Mail Out
Ticket

Registration
System

-Pat-down
-Metal
Detector

Registration
System

Leave
Stadium

-Security
-Personnel

-Personnel
-Additional
Security

-Security
Clearance
-Arranged
Transportation

Physical Evidence
-Parking Lot *

-Money
-Telephone

-Meeting Room

-Receipt

-Office Building

-Insurance
Policy

-Paperwork

-Claim Check

-Photos

Customer

Visit Office

Line of Interaction

Phone Calls
to Office

Face to Face *
Meetings

Payment for *
Documents

Contact Person

Line of Visibility

Employees
Answer
Questions

Agent & Policy

Writers

Retrieval of
Documents

File Claim

Receive Claim

(Onstage)

Employee
Takes
Payment

Discusses
Options

(Backstage)

Line of Internal Interaction

Information
Preparation

Contact
Insurance
Co.

Copy of
Policy Filed

Mail
Claim

Support Process

Secretary sets up
appointment to
meet with agent

Prepare
Billing

Prepare
Policy

Photos Taken
of Property

Mail Policy

Contacts
Co. to
assure
fast
payment

Calls to
make sure
everything
is fine

Physical
Evidence:

Forms
Correspondences

Cust
Calls

Receives
Tent.
Confirm

Receptionist
takes info.

Faxes tent.
confirmation

Planner
receives
info.

facilities (interior and exterior)

campus
environment

Visits
Campus/
Requests
needs

forms
correspondence

Receives
Final
confirmation

Show
facilities

Enters
reservation
in system

facilities
decoration
Equipment
Environment

People

Holds
event

Follow
up with
Mgr.

Remains on hand
for event/
problems

Meet with
customer

Receive
invoice

Mails
check.

Generates/faxes
Final
confirmation

Enters
needs in
system

Bldg. Mgr.
receives
reservation
from system

Room
diagram

forms
correspondence

Setup

Room
cleaned

Invoice
Prepared/

Teardown
room

Payment
Processed

Restaurant
exterior

Physical
Evidence

Parking

Entry
Way

Host/Hostess
Stand

Interior
Design

Customer

Walk in

Greet
Customer

Contact
Person
Onstage

Table or
Booth

Menu

Drinks

Other
customers
waiting

Lot

Arrive
at
Applebees

Waiting
Area

Put
name
on
wait
list

Take
Customers
name

Sit
and
wait

Food

Bill

Food
Appearance

Hostess Stand

Unsatisfactory
food

Go
sit at
table

Order
drinks
and
food

Receive
drinks

Receive
food
Eat

Long
Wait

Call
customers
name

Take drink
and food
orders

Deliver
drinks

Take to their
table

Deliver
food

Entry Way
Parking
Restaurant Exterior
Get Bill
Pay Bill
Leave
restaurant

Process
bill

Poor
service

Receive
food
order

Backstage

Support
Processes

Waiting List

Prepare
drinks

Cook food

Registration
system

= Potential bottlenecks

Service Blueprint

M_____ H____ - Marketing 405

Blueprint for Flying