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  • 405 Sample Blueprint

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    Sumeet Agarwal
    14 views4 pages
    Continental airlines has developed a service blueprint based on customer feedback. The blueprint identifies customer segment Map the service process from customer point of view. Customer and contact person activities are linked to appropriate support functions.

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    Continental airlines has developed a service blueprint based on customer feedback. The blueprint identifies customer segment Map the service process from customer point of view. Customer and contact person activities are linked to appropriate support functions.

    Copyright:

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

    405 Sample Blueprint

    Uploaded by

    Sumeet Agarwal
    Continental airlines has developed a service blueprint based on customer feedback. The blueprint identifies customer segment Map the service process from customer point of view. Customer and contact person activities are linked to appropriate support functions.

    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

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