A REPORT ON SERVICE BLUEPRINT

Submitted to:
Satish Kumar Shrestha

Submitted by:
Section: Glory
Program: BBA
Group: 5

Aryan Thapa Magar

Rajesh Kumar Gupta

Sandesh Mishra

Sandesh Upadhya

Dhiren Deuja

Shreeyanti Neupane

Aditi Maharjan

Kathmandu
January 1, 2023

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 DECLARATION

This is to certify that we have completed the report “Service Blueprint” submitted to MR. Satish
Kumar Shrestha. This is our original report and the project work has not formed the basis of any
degree, diploma or other similar titles.

Group: 5

Aryan Thapa Magar

Rajesh Kumar Gupta
Sandesh Upadhya
Sandesh Mishra
Dhiren Deuja
Shreeyanti Neupane
Aditi Maharjan

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 ACKNOWNLEDGEMENT

First of all, we would like to express our sincere gratitude towards thank Apex College, Pokhara
University, and MR. Satish Kumar Shrestha mentors for providing us with this wonderful
opportunity to prepare the report and also for guiding us through the project. The completion of
this report mainly depends in the support and encouraged of our mentor Mr. Satish Kumar Shrestha
whose help, stimulating suggestions and encouragement helped us in all time of process and
writing this report. Their willingness to motivate us contributed tremendously to our report. We
also sincerely would like to thank him for the time spent correcting our mistakes. We would also
like to acknowledge with much appreciation the crucial role of other groups who helped us in
several topics. Finally, we would like to thank our Apex family and friends for their understanding
and supporting us towards the completion of this report. And to all our team members, we really
appreciate each other for their valuable time and contributing their hard efforts in making this
report writing successful.

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TITLE PAGE ................................................................................................. 1
DECLARATION ........................................................................................................................................... 2
ACKNOWLEDGEMENT ........................................................................................................................... 3
INTRODUCTION ............................................................................................................................................ 4
1.1 BACKGROUND INFORMATION ......................................................................................................... 5-6
1.2 INTRODUCTION OF EVEREST HOTEL ............................................................................................ 7-8
1.3 RECOMMENDATION ……………………………………………………………………………………………………………..9
1.4 CONCLUSION……………………………………………………………………………………………………………………..9
1.5 REFERENCES…………………………………………………………………………………………………………………10

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 INTRODUCTION

1.1 Background Information

A service blue print is a visual representation of the interaction and processes that take place during
the delivery of a service. It is used to design and improve service experiences and to identify areas
for optimization and innovation.

The concept of a service blueprint was first introduced by a group of researchers at the Harvard
Business school in the 1980’s. The researchers including Christophers lovelock and Jochen Hertz
were studying the service and developed the service blueprint as atoll for understanding and
improving the design of service experiences.

The service blueprint is a technique originally used for service design and innovation, but has also
found applications is diagnosing problems with operational efficiently. The technique was first
described by G. Lynn Shostak, a bank executive in the Harvard Business review in 1984.

The semie blue print has become one of the most widely used tools to manage service operations,
service design and service positioning. Four simple ways to think about blueprints is as a chart
which consists of input, functional and output.

Outputs
Inputs (raw materials) Transformation Finished goods

service blue print includes actions, and the amount of de dissertation for varying each step. A
service blue print is always constructed from the customer's perspective. A typical service
blueprint identifies the following things.

Customers actions The steps that customers take as part of the service delivery
functional.

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 Front stage (visible Steps taken by contact employees as part of the face-to-face service
contact encounter.
Employee actions)
Back stage (Invisible The ‘line of visibility’ separates the front stage and back stage actions.
contact to Non visible steps taken by contact employees behind the line of
employee/actions) visibility e.g., taking a hotel or restaurant reservation by telephone.
Support processes Activities carried out by employees who are not contact employees
but whose actions are required for the service to be delivered.
Customer actions The steps that customers take as part of the service delivery
functional.
Physical evidence Tangible elements associated with each step that the potential to
influence customer perceptions of the service encounter e.g.,
uniforms, delivery vans.
Inventory (if required) The amount of inventory builds up required for each step.
Line of visibility Line that separates front stage and back stage actions.

The original service blueprint is a highly visual, graphical map that delineates the key contact
points in the service functional and the nature of the contact whether with physical evidence,
personnel or procedure. It can also be seen as a two-dimensional map in which the horizontal axis
represents time and the vertical axis represents the basic steps in the functional. A line of visibility
is included to separate actions visible to the customer from actions out of sight functional
complexity is shown simply by the number of steps in the functional.

The functional of structuring a blue print involves between five and seven steps, depending on the
intended applications from the outset, the blueprint was designed to be seen from the customers
perspective while simultaneously providing insights for management.

Accordingly, the starting point should be to imagine the customer step by step contact points
indicating, where known, customers, expectations in terms of minimum tolerable waiting times
for each step.

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1.2 Introduction of Everest Hotel:

The Everest Hotel, Kathmandu, renowned among the best hotels in the city and named after the
world’s highest peak Mt. Everest or Sagarmatha as known in Nepali Language, is a unique
amalgamation of contemporary luxury with Nepali Culture, Heritage, History & Trade.

The Everest Hotel is located just 3 Kms from Kathmandu International Airport and International
Convention Centre and conveniently established at New-Baneshwor, a place surrounded by
Tourist hotspots, shopping Centre, Pashupatinath and Changu Narayan Temple. View of the
mountains in the heart of city & Nepali Culture, these vistas are best admired from the hotel’s 160
rooms and suites, aesthetically and tastefully appointed, the rooms are well lit and offer all modern
amenities such as spacious wardrobe, an LCD television, mini bar, complimentary high-speed
internet for up to two devices per room.

Everest hotel provide a range of facility and Services for quest to enjoy during their stay. These
can vary depending on the type and size the hotel as well as its target market and location. Here
are Some common facilities and services that hotel may offer:

• Accommodation:

The Everest hotel provide a variety of guest rooms and suites ranging from standard
room to luxury suites, with amities such as beds, Linens, towels and toiletries.

• Dining:

Everest hotel have one or more restaurants that serve breakfast, launch and dinner as
well as a bar or lounge area where guests can order drinks and snacks.

• Fitness and Recreation:

It has fitness centers, swimming pools, and other recreational facilities such as tennis
Courts, golf courses or spas.

• Business and meeting facilities:

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 It has meeting and event spaces that can be rented for business Conferences, meetings
and social events. These may include conference rooms, banquet halls, and auditors’
equipment.

• other services:

Hotel may also offer a range of other Services, such as al concierge services, laundry
and dry Cleaning, Shuttle some, and tours and activities.

FIGURE: Service blueprint

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1.3 Recommendation:

I. Treat every guest like a VIP.

II. Make training an everyday priority and not just a one-
time event.
III. Provide personalized customer service.
IV. Create a positive start for new employees.
V. Update your technology toolbox.
VI. Take measure of your customer service.

1.4 Conclusion:

MR. Satish Kumar Shrestha our respected sir provided us with a fantastic chance for learning
from real-world scenarios, which aided in the development of abilities to effectively and
efficiently solve problems as well as work in a team. Apart from that, this research aided in
the development of report writing and presenting skills. Furthermore, the – BDP teaches team
members how to communicate and how to use technology to meet their needs.

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1.5 References

(nintex, 2017)
(Hotel, n.d.)

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