Scribd Logo
Upload

Welcome to Scribd!

  • Service Blueprint: Continental Airlines

    Uploaded by

    SoniJimish
    18 views4 pages
    This document outlines the steps to create a service blueprint for Continental Airlines: identify the customer segment, map the service process from the customer's point of view including employee onstage and offstage actions, link customer activities to support functions, and add evidence of service at each action point. It then provides Continental Airlines' service blueprint for flying, noting potential bottlenecks and fail points such as check-in, security checkpoints, and baggage claim.

    Original Description:

    Original Title

    405_Sample_Blueprint

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document outlines the steps to create a service blueprint for Continental Airlines: identify the customer segment, map the service process from the customer's point of view including employee onstage and offstage actions, link customer activities to support functions, and add evidence of service at each action point. It then provides Continental Airlines' service blueprint for flying, noting potential bottlenecks and fail points such as check-in, security checkpoints, and baggage claim.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    18 views4 pages

    Service Blueprint: Continental Airlines

    Uploaded by

    SoniJimish
    This document outlines the steps to create a service blueprint for Continental Airlines: identify the customer segment, map the service process from the customer's point of view including employee onstage and offstage actions, link customer activities to support functions, and add evidence of service at each action point. It then provides Continental Airlines' service blueprint for flying, noting potential bottlenecks and fail points such as check-in, security checkpoints, and baggage claim.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    Service Blueprint

    Continental Airlines
    Building the Blueprint
    „ Identify customer segment
    „ Map the service process from customer
    point of view
    „ Map employee actions (onstage and
    offstage)
    „ Link customer and contact person
    activities to appropriate support
    functions
    „ Add evidence of service at each action
    Blueprint for Flying
    Bottlenecks/Fail points
    „ Check-in
    „ Security checkpoints
    „ Baggage claim

    You might also like