Professional Documents
Culture Documents
Aligning Service Design and Standards
Aligning Service Design and Standards
Part 4
ALIGNING
SERVICE DESIGN
AND STANDARDS
9-2
Provider Gap 2
9-3
Chapter9-4
9-5
9-6
9-7
9-8
9-9
9-10
9-11
Service Blueprinting
A tool for simultaneously depicting the
service process, the points of customer
contact, and the evidence of service from
the customers point of view.
9-12
9-13
9-14
9-15
9-16
9-17
9-18
Service Marketers
expectations:
Operations
Management
rendering the service as
promised:
managing fail points
training systems
quality control
System Technology
providing necessary tools:
system specifications
personal preference databases
9-19
9-20
(Visible)
Parking
Exterior
Building
Waiting
Area
Outdoor
Seating
Arrive at
Restaurant
Interior
Drink
Design
Station
Hostess
Appearance
Stand
Appearance of Bar and
Bartenders
of Staf
Approach
Hostess
Stand
Wait/Order
Drinks
at Bar
Greet and
Give Buzzer
Greet and
Take
Drink Order
Cleanliness
of Table
Silverware
Napkins
Sauces
Centerpiece
Consume
Drinks
Deliver
Drinks
Menu
Plates
Glasses
Presentation
Food
Drinks
Menu
Order
Entree
Be Seated
at Table
Order
Drinks/
Appetizers
Specify
Spiciness
of Sauce
Receive
Drinks/
Appetizers
Escort
to Table
Take Drink/
Appetizer
Order
Prepare
Sauce
at Table
Deliver
Drinks/
Appetizers
(Invisible)
Prepare
Drinks
SUPPORT
PROCESS
CONTACT PERSON
PHYSICAL
CUSTOMER EVIDENCE
9-21
Process
Seating
Requests
Computerized
Seating
System
Buzz
Customer
Check
Accuracy
of Order
Input Order
at Bar/
Kitchen
Receive
Order
Prepare
Drinks/
Appetizers
Next
Slide
Plates
Food
Presentation
Order
Entree
Receive
Entree
Take
Entree
Order
Deliver
Order
(Invisible)
(Visible)
Menu
Enter Order
into
Computer
SUPPORT
PROCESS
CONTACT PERSON
PHYSICAL
CUSTOMER EVIDENCE
9-22
Receive
Food Order
Eat
Food
Ofer
Deliver
Refills,
Drinks,
Extra Sauce Extra Sauce
Refill
Drinks,
Extra Sauce
Prepare
Food
Consume
Refills,
Extra Sauce
Finish
Meal
Pick-up
Empty
Plates/
Clean of
Table
Take Plates
to Kitchen
Wash
Dishes
Doggie
Bags
Menu
New
Silverware
Plates
Food
Presentation
Ask for
Doggie
Bag
Order
Dessert
Eat
Dessert
Bring
Boxes to
Customer
Show
Dessert
Menu
Deliver
Dessert
Pack up
Food
Take
Order
Enter
Dessert Order
Into Computer
Receive Order/
Prepare
Dessert
Portfolio
with Check
Enclosed
Fortune
Cookies
Ask for
Bill
Pay
Bill
Deliver
Bill and
Fortune
Cookies
Total Bill
at
Computer
Print
Bill
9-23
9-24
Possibility of Standardization
Hostess Greeting
Pre-Prepared Sauces (Mild, Medium and
Hot)
Time Standards
Food and Drink Quality Standards
Bill Standards
9-25
Bar
train to make drinks; create ample seating space for wait area overflow
Food
revise food presentation; create quality control checks to ensure order is
correct before delivering to customer
Staff
training; set number of times to check-in on customers; behavioral and
attitude guidelines; dress code
Billing
standards for when to bring bill, how to deliver, when to pick-up, how quickly
to process transaction; ensure one fortune cookie per customer
Cleanliness
standards for amount of time it takes to clear and clean tables; regular
restroom checks