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    This document provides a service blueprint that outlines the key steps and lines of interaction for delivering a parcel from the customer front stage to the back stage operations and completion. The blueprint details: 1) The front stage line of interaction where customer details are collected and the parcel is handed over. 2) The back stage lines of visibility and internal physical interaction where the parcel is packed, weighed, documented and dispatched through various hubs. 3) The final delivery of the parcel to the customer, identifying potential fail points in the process.

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    This document provides a service blueprint that outlines the key steps and lines of interaction for delivering a parcel from the customer front stage to the back stage operations and completion. The blueprint details: 1) The front stage line of interaction where customer details are collected and the parcel is handed over. 2) The back stage lines of visibility and internal physical interaction where the parcel is packed, weighed, documented and dispatched through various hubs. 3) The final delivery of the parcel to the customer, identifying potential fail points in the process.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    7 views13 pages

    Services Marketing

    Uploaded by

    91134
    This document provides a service blueprint that outlines the key steps and lines of interaction for delivering a parcel from the customer front stage to the back stage operations and completion. The blueprint details: 1) The front stage line of interaction where customer details are collected and the parcel is handed over. 2) The back stage lines of visibility and internal physical interaction where the parcel is packed, weighed, documented and dispatched through various hubs. 3) The final delivery of the parcel to the customer, identifying potential fail points in the process.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 13

    Services

    Marketing
    What is a Service Blue print?
    Developing a Blue print

    Front stage
    • Line of interaction

    Back stage
    • Line of visibility
    • Line of internal physical
    interaction
    Blue print

    Act-I
    Physical Evidence
    Packaging
    Receipt
    Sound and Tone of voice
    Computer
    Appearance of the Employee
    Documents
    Forms
    Uniform
    Customers
    F
    R
    Calls
    O
    N
    ---------------Line of Interaction-----------------------------------------------------------------
    T Contact Person
    S (Visible action)
    T
    A Greet the Accept the Check the
    G
    E customer details of parcel
    the parcel
    Line of Visibility
    Contact Person
    (Invisible action)

    Weighting Confirm Date, Handing over


    Packing
    the parcel Time & Place receipt to the
    B the parcel
    A of delivery customer
    C
    K

    S
    Customers
    T
    A
    Call centre
    G
    E ---------------Line of Internal---------------------------------------------------------------------
    Physical Interaction
    Sending the Dispatching
    Maintaining
    parcel to the the parcel to
    records
    back office the central hub
    Blue print

    Act-II
    Receiving parcel Checking Again Checking
    from the regional the details the weight of
    hub of the parcel the parcel

    Dispatching the
    Sealing &
    parcel to the point Documentation Bar coding of the
    of destination process parcel
    i.e., the station hubs

    Rail Road Air Sea


    Blue print

    Act-III
    Receiving of parcel
    Sorting of Distributing
    by the selected mode
    the parcel the parcel to
    of transport to regional
    the station hub
    hub at the point of
    destination

    Van
    Physical Evidence

    Confirmation receipt
    Delivery Van
    Uniform
    Delivery to
    CUSTOMER
    Identifying the fail points

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