Blue Print

Prepare a presentation using your choice of technology: (You may use Power Point, Prezi, paper handouts, flip charts, white board). Your presentation is expected to last for 15 minutes.

Format your presentation for each of the following sections:

i. Introduction and brief overview of the business your team chose for your Assignment #1

ii. Introduce the service process your team choose.

iii. Tell us why did your team choose this service process

iv. Describe briefly your team's observation of the customer contact with the employee.

v. Identify the touch points between the employee and the customer that could be improved or modified.

vi. What recommendation(s) would the team suggest to improve the service process and why is the team making this recommendation(s).

vii. Summary and Conclusion.

1. Identify the service provider (name, location of the company)

2. Identify the service process that you chose

3. Identify the type of customer ("customer segment") that the company typically targets for this service process

4. Explain your experience in this service interaction using a sequential (numbered) list of actions / events

5. What support systems (i.e. technology, automated or manual tools or software) were used in providing the service?