SERVICE BLUEPRINT ASSIGNMENT

Team members (list)

(paste a photo of your group and the organization)

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?

6. Using a software tool of your choice, create a blueprint of the service process and present it here.

NOTE: You can paste an image or screen capture in this box (if there is enough space) or include it as another page of this document. Make sure that the blueprint is clearly visible.

Blue Print Part 1

Assignment Criteria

A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

Purpose of the assignment: The purpose is to bring together your understanding, application and demonstration of a service blueprint. You are to demonstrate that you know about blueprinting by providing and completing the two part assignment below.

Designing a service Blueprint

Blueprinting: Visit a service environment in the hospitality, tourism or flights industry of your choice and observe a service process (e.g. lunch, dinner, inquiring about a banquet function, seeking information about a tour, going to a theme park or checking in a hotel etc.).

Create a service blueprint based on the service experience that you observed. Use the design characteristics we discussed in class to develop your blueprint.

Structure of the blueprint: You may use any blueprint template that was presented during the class lecture such as hierarchy or table format. Use your creativity to design and present your blueprint. You may add images, shapes, arrows, text and colors.

Format your service blueprint using the following steps:

Step 1 - Identify the service process to be blueprinted.

Step 2 - Identify the customer or customer segment (i.e. target market)

Step 3 - Create the service process blueprint from the customer's point of view.

Step 4 - Blueprint the service contact employee(s) actions onstage and backstage.

Step 5 - Link the customer and contact person activities to the needed support functions (i.e. technology).

Blue Print Part 2

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.