Bo Hu 1 Services blueprint 2 Introduction to Haier Company Haier Company has its history from the year 1984. It has been ranked as the world’s leading brand of the households appliances. The group has been growing tremendously, and it is now transforming its production from the traditional manufacturer to an open entrepreneurship platform. The company has employed over 60,000 employees who are representing the company in 25 countries. With the growth of technology and the emergence of the internet use, Haier is extending its business to social networks. The company is intending to sell its goods and services through the web with the intention of becoming a global leader in e-commerce enterprise as well as remain competent and relevant ("About Haier Group"). The aim of venturing into e-commerce is to reach millions of people globally, who are using the internet daily. The Internet has become the modern lifestyle and in so doing the company will has diversified its services in a noble cause. This paper is aimed at blueprinting the Haier company e-commerce services ("About Haier Group"). Objective of this blueprint The main objective of coming up with this blueprint was to help the company in effective service delivery and design. The organization wants to diagnose the service efficiency from the customer perspective. Elements in the blueprint Key customer actions depicted in the blueprint Finding of Haier Group The first journey of the online customer is finding of the enterprise over the internet. This stage is critical as it ensures that our business is open around the clock and the customer can Bo Hu 2 always get access to the goods without worrying about opening hours of the store. This action is also significant in that they can browse the online store anytime and place their orders at their convenient time. Being on the internet helps in eliminating the distance barrier since any person from any country around the world can get to the company without necessarily setting up local outlets giving Haier Group opportunity of widening the target market. Get information on the available goods In this action, the customer can get all information pertaining an item that he/she is interested in. The company will ensure that thousands of its products are available online, with all their information that includes, price, make, size, color among other important details. This action is a vital platform for both the customer and the company, building the relationship and increasing customer retention level. This action creates a sense of community and is also essential for customer to customer referrals. Through tracking web sites and availing product information, the company will be able to make offers that will reflect the interest of the client. The information will also provide data for planning a cross selling campaigns so as to increase the value of sales. Make payments The ease of conducting financial transactions is a key motivator to clients looking for services online. This action makes it easier for the customer to make payments of the item they have selected. The action is important to both the customer and the company Waiting for goods to be delivered After payment, the next step is waiting for the goods delivery at the doorstep of the client. The company will put a measure that will ensure that the products bought online by the customer Bo Hu 3 reach them by the fastest means possible. This action is necessary for relieving the client's hustle of physically picking the items from the stores. It is also beneficial to the company since they can deliver their goods with a certainty of whom it is meant to reach. Onstage employee/SST actions depicted in the blueprint Website The company website facilitates the availability of the item online. The sites take the role of the real shop where all the elements are displayed giving the customer an opportunity of choosing the desired items. The website is essential to the success of this service as it offers an alternative to the shop; the client can access the company’s items from the comfort of their houses, get the details, make payments and make a follow-up of the items through the website. Credit Card After selecting the items and contented with all the details, the customer will finally decide to buy the item. Since its e-commerce, the payment is made remotely, and credit card comes in handy in facilitating this action and ensuring that the process is successful. The real thing with a credit card is that customer has full control of the whole procedure, which is done confidentially, and at their convenience and privacy. A credit card is not only important to the customer but the company too which enjoys a smooth transaction and gets the revenue before releasing the items, eliminating the possibility of con customers. Postman/Mail After paying for the goods, the customer waits for delivery of the goods for seven working days. Carrier makes this activity successful by ensuring the customer gets the items in the agreed time. It would have been impossible for the company to run an e-commerce if there was no way of ensuring that the goods reach their destination. Bo Hu 4 Four backstage employee/SST actions depicted in the blueprint Social media services In the world today, social media has become the way of life, and many businesses have taken advantage of the popularity of social media like the twitter, facebook, and WhatsApp. In the Haier group blueprint, social media has played a significant role in making the company known to the masses. The company will make known of their website or the online shop through various social media. It is prudent to state that without the social media it would be impossible for clients to know about the company hence it’s critical to the success of the experience. Information services Information sector in the business makes sure that all the details of the goods advertised and on sale online are available and are accurate. When a customer gets to the online and finds an item he/she like, information become vital in ensuring that the item is what and how they want. Most of the elements sold by the Hirer group are home appliances that must be accompanied by details that describe price, make and quality among other details. Bank services Online banking or the e-banking as a mode of electronic payment system is essential for customers of certain Bank to perform financial transactions through the website. Bank service provides credits card a significant factor in cash transfer services. Delivery services Postman offers delivery service to seal the whole operation. Delivery service is essential to the successful service experience. A delivery service gives the customer confidence in the company, as it would have been difficult if there was no way of the goods to reach the client. Bo Hu 5 Four distinct support processes depicted in the blueprint and their importance in successful service experience IT professionals Behind the website, the online adverts are the IT professionals. In the company, IT professionals come up with the company website or online shop and ensure that the items are out there on the internet and in the most attractive way that would catch the attention of the clients. They are the heart of the whole process, and the efficiency depends on the success of the overall experience. Payment processor Banking facilitates the payment process; all payment made online banking or the ebanking as a mode of electronic payment system is essential for customers of certain Bank to perform financial transactions through the website. Bank service provides credits card, a significant factor in cash transfer services. Customer service One of the benefits of the E-commerce is to relieve travel time; online shoppers, however, may face some burden at every stage of the whole process hence customer service comes in handy to support and ease research workload in every step of the process, ensuring success experience in the service. Key elements of physical evidence depicted in the blueprint their importance to a successful service experience Computer – computer is physical evidence in the design, it is the platform in which the customer accesses the internet. Credit card – Makes the payment process efficient Bo Hu 6 Postman – carries out the role of ensuring the goods reach the customer Mobile phone – Through Smartphone, the customer can get to know of the company through social media. Potential bottleneck and fail point The potential bottleneck can be found in the process of making payments for the goods because the whole process depends on network strength. Making an online payment, and in this case, cross-border payment might prove to be slow, expensive and inefficient. It may also be difficult for PSP linkage with other system leading to delays and lost transactions Possible solutions/alternatives address each bottleneck and fail point The combination of features can be put in place that includes integrated system and gateways that would address the issues of delays as well as preserve the integrity in the online transactions. Company and banking sectors should also provide a payment process that will give online shoppers an individually processed transaction as well as possibility of having more than one account to avoid delays. How a service blueprint might be used by an organization to make decisions about marketing, human resource management, and operations; Blueprint has several benefits in the management of services; an organization can use it to improve the design of an existing service or guide in coming up with new service and how to market the products. It also gives the managers direction on how they operate in the future. Blueprints describe the objects of the organization enabling the company to face competition and perform their operation in the most attractive way possible. Bo Hu 7 The plan should be detailed to enhance marketing and communication whereby the managers employ blueprint in consumer research so as to be able to identify elements that promote consumer satisfaction. Customers’ most negative experiences Waiting for services or ordered goods can be annoying and frustrating at the same time. A client who is made to spend many hours in the checkout line in hotel or airport, for example, get restless, or when he/she is made to wait for long seated in a restaurant waiting to be served. Delays in service delivery can be attributed to inefficiency in the service delivery process while in some cases it might be almost unavoidable. The customer expects a smooth service process, and whenever they get otherwise, they get frustrated and might get even worse if the organization’s customer care service is not in a position to assure the clients that all is well. Learned lesson in doing this assignment and how it could be applied in the business world. Many lessons can be learned from this assignment; one of them is that Blueprint is essential in identifying opportunities which in this case are the gaps between customer actions. Through moving activities, either up or down lane come with possibilities, and if an organization want a simple service experience of their customer, it is prudent they remove some of the extraneous steps. Another lesson is that a blueprint without clear pictures of the service provider, the service itself and the process it might not yield much. It is also important that organization research their customers. This assignment has considerably helped me understand and evaluate service process. Organizations can use blueprinting to implement sweeping body change through coming up with efficient service process with an effort of addressing challenges that face their service delivery, and their organizations at large. Bo Hu 8 Recommendation In the organization service delivery there are a number of challenges that need to be addressed. The organization should ensure that delivery of ordered goods is prompt to avoid unnecessary delays on the part of the customer. The website should also make user friendly, customer should be able to go through the website without much problem whether they have basic computer knowledge or not. The website is serves as the physical shop hence should be use friendly as possible. Bo Hu 9 Work cited "About Haier | Haier Group." Homepage | Haier Group, www.haier.net/en/about_haier/
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