write some common after read material

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You each have been assigned two graphical service blueprints to review. There is no rubric. Use the instructions that were provided for the assignment for your review as well as other insights you might have regarding that service.

Your comments should identify aspects of the submission that are good and aspects that could be improved before the written submission.

there are two service blueprint from two peer, first one is documents which start with number 1, and the second one is documents which start with 2, the service blue print assignment instruction T5 is the document for you to judge the work how they did, what you need to do is reading them and give common, thank you!


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Service Blueprint Assignment Garison Mathis June 30, 2018 Introduction Blue Ridge Hydraulics is a full service industrial hydraulic cylinder repair service in Birmingham, Alabama. Blue Ridge Hydraulics services clients all other the southeast. From Tennessee to Florida and Louisiana to Georgia. This includes everything from quoting new cylinders to breaking down existing cylinders, inspecting, machining new parts, replacing seals, and rebuilding the cylinder. Blue Ridge Hydraulics targets the large industrial market. This includes steel mills, paper mills, automotive manufacturing facilities and power plants. The company strictly targets these places because of the types of cylinders they are using. I chose to use Blue Ridge Hydraulics as my service provider for many reasons. I love the industry and what the company does. Industrial work has always interested me since I was starting high school. I believe in Blue Ridge Hydraulics and the service they provide to the industrial market. Customer Actions The four key customer actions are the call to Blue Ridge Hydraulics, giving the cylinder to the salesman, accepting the quote, and receiving the new or repaired cylinder. The first and most important action is making the call to Blue Ridge Hydraulics. This initiates the repair process and involves Blue Ridge Hydraulics. The next action is also important. When the customer gives the cylinder to the salesman, he can then bring it into the shop for inspection. Once the cylinder has been inspected, it can now be quoted for what it will take to fix it. This is the next customer action. This is very important and critical to a successful service experience. The customer has to accept the quote before moving on with the rebuild process. The fourth customer action is receiving the new or repaired cylinder ready for service. A functioning and repaired cylinder is vital or successful service experiences. Onstage Employee Action Blue Ridge Hydraulics has four main onstage employee actions with the customer. The first is the interaction with the customer and salesman. The salesman is the face of the company and is very important to a successful service experience. The next employee action is the delivery and pick up man going to a location to pick up the cylinder. Having someone from Blue Ridge Hydraulics come to the customers’ location and pick up their cylinder makes the process so much easier for the customer. The third employee onstage action is when Robby, the shop manager, gets in contact with the customer to let them know exactly what needs to be done with their cylinder, how they are going to do it, and how much it is going to cost. Being open and honest with the customer throughout the process is critical to a successful service experience. The fourth onstage employee action is returning the cylinder back to the customer. The customer never has to handle the cylinder at all. Blue Ridge Hydraulics comes to pick it up, and return it, free of charge. This makes a huge impact on customers and adds vital elements to a successful service experience. Backstage Employee Actions The backstage employee actions are critical to a successful service experience. These employees are the ones who are do what needs to be done behind the scenes. The first is backstage employee action is all the paperwork the salesman must have in order for a successful service experience. Keeping the seal kit room fully stocked at all times is another example of backstage employee action. Having this room stocked and ready for any customer at any given time is critical in turn-around time and how fast Blue Ridge Hydraulics can get the cylinder back to the customer. The customer may have a rush job and cannot wait until a seal is ordered. The third backstage employee action is the use of the phone. Blue Ridge Hydraulics is very open and the customer can contact them at any time day or night. This is very important to a successful service experience. Having the ability for the customer to get in contact with the company has a positive appearance to the company. The fourth backstage action is the secretary that handles all the information from the customer. She is the one who files the information correctly and allows the company easy access to the information. Support Processes Blue Ridge Hydraulics has many employees that never interact with the customer. The support process employees are the ones who break down the cylinder to inspect it for what has broken or why it is not functioning properly. These employees allow the company to tell the customer why their cylinder stopped functioning. Once this has taken place and the customer agrees to the quote, the next support process action can begin. These are the employees in the machining department that can mill metal into correct sized parts for the cylinders. Without these parts the cylinder will be useless. After the parts are made, the cylinder moves to the next set of employees to rebuild the cylinder. These employees are the ones that precisely assemble these cylinders to the thousandth inch. Once the cylinder has been rebuilt, the cylinder goes to the employees that test the newly rebuilt cylinder. This is the fourth support process action in the service process. These employees take the newly built cylinder and connect them to a hydraulic pump. They test these cylinders at 500 psi (pounds per square inch) for ten strokes and then move the pressure gradually up to its rated psi to test for correct performance. Key Elements of Physical Evidence There are many elements of physical evidence with Blue Ridge Hydraulics. This first element is the salesman. They are the face of the company. The salesmen are required to wear business casual attire to present themselves in a proper manner to the customer. It is important for a successful service experience to be well dressed and present the company. The next element is the salesman vehicle. The salesmen are required to keep their company issued vehicle showroom clean. Keeping a clean vehicle shows the customer they care enough to keep their vehicle clean, they will care about the customer. Another key element is the shop. The shop must remain a clean environment due to the preciseness of the cylinders. A clean environment also is appealing to the customer. The fourth key element is the office. It is decorated with wood floors and beautiful paint. All of these are great first impressions to the customer. Potential Bottlenecks Two potential bottlenecks are going to be the break down and building processes. These are the only two areas that could slow up the process for making a successful service experience. If the employees that are breaking down move to fast, the employees building cannot catch up and the cylinders start to pile up waiting to be built. Possible Solutions I think one possible solution to prevent this type of bottlenecking would be to move some employees around as needed for different types of jobs. If the building employees are getting to far ahead, Blue Ridge Hydraulics could move a builder to a break down position to keep up with the work. Blue Ridge could also move a break down employee to the building side to help the employees catch up on work. BluePrint Use A service blueprint can be used by any organization to make important business decisions. The blueprint breaks down what the company is doing in relation to the customer. The company can make decisions based off what the blue print shows. The blueprint can help the marketers in the company make decisions that will ultimately move the company towards its goal. It can also help in the human resource management. The department can look at potential bottlenecks and see if adding employees or moving employees would help the issue. Operations can benefit the most in my opinion. They can determine exactly who is interacting and how with the customer and how they can make the process more effective. Customers Negative Experiences The problems that make customers have a negative experience is generally preventable. Most customers are unhappy when a company does not do what they have said they will do and are wasting the customers’ time. In this service industry, time is money and the customer wants the product fast and to work properly so they can continue on with their operation. Being somewhere when the company says they are is very helpful for the customer. The company never wants to waste the customers’ time and resources. Testing the cylinders as Blue Ridge Hydraulics does ensures that the cylinder properly functions before the customer ever sees the cylinder. There are always preventive measures to take, but some customers will never be pleased. In this case the company must do what it can and move on. Conclusion This assignment has taught me a lot regarding how much goes into customer satisfaction. From the onstage employees to the backstage employees, they all determine a successful service experience with the company. A blueprint can be applied to any service business. This displays how the company interacts with the customer. Once the company can see all interactions with the customer, they can better the process to ensure successful customer experiences. Service Blueprint Physical Evidence salesman Customer Actions Vehicle Call Blue Ridge Give Cylinder to Blue Ridge Salesman Delivery Employee Paperwork The shop The office Accept Quote Receive Cylinder Shop Manager Returning cylinder Stock seals Phone calls secretary Machine parts Rebuild Cylinder Test cylinders Line of Interaction Onstage/ Visible Contact Employee/SST Actions Line of Visibility Backstage/ Invisible Contact Employee/SST Actions Line of Internal Interaction Support Processes Break down cylinders Failpoints and Bottlenecks = Failpoint 1 is the break down process that can move to fast and set the rebuild to be behind on schedule = Bottleneck 1 is the rebuild being backed up and cannot catch up on the work Jessica Hursey Due: 7/1/2018 Service Blueprint Assignment 1. Introduce the organization, describe the service(s) that you blueprinted, the target market for that service, and why you selected it. The organization is Sylvan Learning Center. While not directly affiliated with academic institutions, the Center specializes in academic tutoring. The most common subjects are reading and math, but the company offers all core classes along with test prepping and a few ‘trade’ skills. 2. Describe the four key customer actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience. Set up meeting, pay for services, attend session, and review firm are all listed under customer actions. These are the four most important steps in the process because they directly relate to what type of experience the customer has. The meeting is the first impression of the company, the customer learns what programs are offered and what is required to sign up. The payment of services is the second most important as it includes the signing of a contract and stands as the official request for services, despite the high prices normally associated with this provider (as shown on Failpoint 1). Attending the session is important because it is the actual service. The session itself can either go very good, with the student learning a lot, or very badly, with the student not catching on to much of what the tutor is trying to teach them. This leads to the review of the firm. Depending on the experience received during the session, the student/parent may leave positive or negative feedback that will affect how prospective clients will see the company in the future. 3. Describe the four onstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience. The introduction call is important because it provides a first impression of the company. This is to schedule the meeting to discuss options/plans in more detail. The tone of the person answering the call may make the customer feel invited or uneasy. Presenting of services lets the customer know what the company has to offer them. This shows whether the company is able to cater to specific needs. In this case, it shows how Sylvan is able to cater to individual goals rather than offer a ‘one-size-fits-all’ training program. Receiving payment is the acknowledgement of requested services. This is the ‘go-ahead’ to begin creating schedules and lesson plans and buying necessary supplies for the sessions. Providing lessons is the last and most important part of this section. Customers wants to enhance their knowledge of certain subjects, and everything leading up to this point affects the outcome of whether this is a good or bad session. 4. Describe the four backstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience. Backstage employee actions is the prep work for the sessions. In this case, the employee must tailor the meeting documents before meeting with the parent/student to ensure the company is able to meet the needs of the student. Once signed up, the company must review the schedules to see when the student may fit in and what sessions may work best for him/her. Once the student commits, the lesson planning beings. This will vary depending upon each individual student. Each person has different goals in different subjects, the tutor must identify how the student learns best and adapt a program that works best for him/her. After each lesson the tutor must review the students work to determine if the method they are using is working or if it needs to be adjusted to make the material easier for the student to understand. 5. Describe the four distinct support processes depicted in the blueprint and discuss why you believe each is critical to a successful service experience. Support processes are the ‘behind the scenes’ work that is not directly related to the actual session itself. In this case printing of general forms to ensure the company is not short when walk-ins occur or during meetings if incorrect information is entered. Purchasing of supplies is important because it ensures the company has everything needed to serve the students’ needs. After each session, the office must be cleaned and organized so that no supplies are lost and to ensure everything is ready the following day. The last important task is to generate review e-mails. Once students have attended several sessions and have a better idea of how the tutoring is affecting their grades, e-mails/letters are sent requesting feedback on what the company can do to improve the services and asking what the student likes/dislikes about the sessions/atmosphere. 6. Describe the key elements of physical evidence depicted in the blueprint and discuss why you believe each is critical to a successful service experience. During the meeting and phone call, the company is setting the first impression for a potential client. Everything from the Parking lot to the building must be presentable. The signs must also be grammatically correct and visually appealing to attract the interest of potential students. In the classroom, having books, pencils, paper, etc. shows the company is ready for any task or assignment. The company is prepared in advance rather than having to purchase supplies on a ‘just-in-time’ basis. 7. Identify, number, and describe the two potential bottlenecks and/or failpoints; Failpoint 1 is related to the high prices. The cost of tutoring is expensive considering the need to pay the staff, purchase supplies, and run the brick-and-mortar site. Bottleneck 1 refers to the tight scheduling. There are many students seeking tutoring and it’s often hard trying to fit the suggested amount of sessions into each person’s schedule. 8. Propose possible solutions/alternatives to address each bottleneck and/or failpoint For Failpoint 1, the prices could be lowered by offering bulk discounts. If a consumer promises to X amount of sessions, the company knows they will be a returning customer and can reward them with loyalty discounts. Also allowing them to bring their own supplies for projects would cut down on necessary spending costs for the company. For Bottleneck 1, a reasonable option would be to allow multiple students to work under one tutor. This eliminates the need to hire more people and raise the pricing. If two students in the same subject worked under one tutor, they could all work together and possibly even help each other out more. 9. Discuss how a service blueprint might be used by an organization to make decisions with regard to marketing, human resource management, and operations; When lining out the processes and procedures, it’s easier to tell exactly what steps go into achieving a successful day. If there are many steps, it helps HR understand that new-hires need to be very detail-oriented. It also helps a company recognize where most time and money is being spent and possibly help make corrections to those areas. For example, a blueprint may draw attention to a certain area being short staffed by showing exactly how much that position is utilized. 10. Think about your service process beyond your specific organization. Discuss what generally creates customers’ most negative experiences (for example: emotional hot spots, irritations, frustrations, time wasted, delays, etc.) for this service process. Failed promises and drug-out actions create some of the most irritated customers. What customers see as a two step process may actually require ten steps before being complete. Blueprinting reminds us that customers do not always see or know what we do, and how important it is to keep them in the loop throughout the entire process. 11. Discuss what was learned in doing this assignment and how it could be applied in the business world. This lesson taught me how to read and understand blueprints. I see that they can actually be pretty useful in the corporate world. Working in a call center, my company has very specific expectations. Instead of filling up each employees Outlook inbox with updates as to how to handle situations (where to send certain requests or who to contact in certain situations) a blueprint would be a quick and easy way for people to map out how to direct questions. Plus, it would not take much to make updates to the sheet and resend as necessary, vs. having to archive yet another e-mail. Parking Building Signs Physical Evidence Customer Actions Call firm Service Blueprint Meeting Pay for services Attend session Introduction call Present services Receive payment Tailor meeting documents Create Schedules Review firm D A Line of Interaction Onstage/ Visible Contact Employee/SST Actions Books Pencils Paper Calculator Provide lesson Line of Visibility Backstage/ Invisible Contact Employee/SST Actions Lesson planning Review Students Work Line of Internal Interaction Support Processes Print General Forms Purchase supplies Clean office Generate review e-mails Failpoints and Bottlenecks A B = Failpoint 1 is the ……. High prices = Bottleneck 1 is the ……. Tight schedules Service Blueprint Assignment Instructions Objective: To develop a thorough understanding of service blueprinting by analyzing the service process for a given service organization and capturing the process visually. Directions: Each student’s assignment is to develop a service blueprint. The assignment should focus on the specific organization and service you are using for your Service Marketing Journal. Students should use the information in Chapter 8 and the article below to create the service blueprint. Mary Jo Bitner, Amy L. Ostrom, and Felicia N. Morgan (2007), “Service Blueprinting: A Practical Technique for Service Innovation,” Center for Services Leadership, Arizona State University - Working Paper. http://files.g51studio.com/parsons/ServiceBlueprinting.pdf The intent of the project is to construct a thorough, detailed service blueprint for the service provider. Requirements: There are three parts to the final Service Blueprint Assignment: (Part 1) a graphical part and (Part 2) a written part. Instructions regarding each part are outlined below. (Part 1) The Graphical Part of Service Blueprint Assignment This assignment allows students to demonstrate an understanding of the blueprint concepts as well as an ability to illustrate them in the context of a specific service. A blueprint should include the components indicated below. Arrows should be included in your blueprint to indicate the sequence of activities and how they are related to each other. A blueprint should depict at least four key customer actions, four onstage employee/SST actions, four backstage employee/SST actions, four distinct support processes, and four elements of physical evidence. At least two potential bottlenecks (points in the process where backups or slow delivery may occur) or failpoints (points in the process where problems may occur) in the service delivery process should be identified and included. Blueprints must be created using PowerPoint. A template is provided. (Part 2) The Written Part of the Service Blueprint Assignment In addition to the actual blueprint, each student is to write a short paper (4-5 pages) that addresses each of the following topics: (1) Introduce the organization, describe the service(s) that you blueprinted, the target market for that service, and why you selected it; (2) Describe the four key customer actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience*; (3) Describe the four onstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience*; (4) Describe the four backstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience*; (5) Describe the four distinct support processes depicted in the blueprint and discuss why you believe each is critical to a successful service experience*; (6) Describe the key elements of physical evidence depicted in the blueprint and discuss why you believe each is critical to a successful service experience*; (7) Identify, number, and describe the two potential bottlenecks and/or failpoints; (8) Propose possible solutions/alternatives to address each bottleneck and/or failpoint; (9) Discuss how a service blueprint might be used by an organization to make decisions with regard to marketing, human resource management, and operations; (10) Think about your service process beyond your specific organization. Discuss what generally creates customers’ most negative experiences (for example: emotional hot spots, irritations, frustrations, time wasted, delays, etc.) for this service process. (11) Discuss what was learned in doing this assignment and how it could be applied in the business world. For (2), (3), (4), and (5), if your service blueprint has more than four actions or processes, select the most important ones. * Note: For “critical to a successful service experience” think of how that activity potentially contributes to customer satisfaction. A question to ask yourself is, “If this employee action, support process, or physical evidence wasn’t present, how might the quality of the service provision be diminished?” Format: Your written document should be typed, double-spaced and have 1” margins. Submissions should use a 12-point font and be free of spelling and grammatical errors. Assignments should include your name, the date, and the title of the assignment. Submissions will be made in Canvas. Use paragraphs and headings (and subheadings) to clearly organize your work. A topic/response format is good for your paper, with bold font for the 11 topics and regular font for your responses.
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Attached.

Running head: REVIEW OF TWO SERVICE BLUEPRINTS

Review of Two Service Blueprints
Institution Affiliation
Date

1

REVIEW OF TWO SERVICE BLUEPRINTS

2

Hydraulic Cylinder Repair Service Blueprint
My peer Garrison Mathis developed a service blueprint of Blue Ridge Hydraulics’
hydraulic cylinder repair service. The key target of the repair services is the industrial market.
Overall, the service blueprint is quite good. It fulfills almost all the requirements of the
assignment. The four customer actions that Mathis listed are calling Blue Ridge, giving their
defective cylinder to Blue Ridge, accepting the quoted price, and receiving repaired cylinder
from the company. The four actions can only be done by the customer. The onstage/visible
contact employee actions are also correct. The four listed actions are a salesman pitching the
company’s service to customers, delivery employees collecting cylinder from a customer, shop
manager issuing quoted price to a customer, and the return of repaired cylinder to the customer
after payment has been made.
Regarding backstage/invisible

contact

employee

actions,

Mathis

fulfilled

the

assignment’s requirements by providing four such actions. The actions are paperwork
processing, ensuring that the 'seal room' is fully stocked to avoid delays, customer
communication via phone, and the handlin...


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