Description
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?”
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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Explanation & Answer
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Service Blueprint for Enterprise Rent a Car- Outline
Thesis statement: Service Blueprint for Enterprise Rent a Car
I.
Introduction
A. Organization
B. It services
C. Target customers
II.
Four Key Customer Actions
A. Company website
B. Making reservation
C. Signing the contract
D. Returning the vehicle
III.
Four Onstage actions
A. Processing registration
B. Bringing the car
C. Delivering the keys
D. Check out process
IV.
Four backstage actions
A. Making reservation
B. The vehicle is ready
C. Inspection
D. Management of the vehicle
V.
Support Process
A. Reservation system
B. Payment confirmation system
C. Mechanical support
D. Registration system
VI.
Key physical elements
A. Website Ad
B. Mobile Reservation
C. Employees
D. Additional services
VII. The two potential fail points and the bottleneck
A. Employee’s behavior and knowledge
B. Customers walking alone
C. Mechanical problem
VIII. Possible solutions/alternatives to address each fail point and the bottleneck
A. Training
B. Duty segregation
C. Quality control department
IX.
Use of service blue print
A. Marketing
B. Human Resource management
C. Operations
X.
What generally creates customers' most negative experiences
A. Delays
B. Time wasting
C. Lack of interpersonal skills
D. Malfunctioning and underperformance
XI.
Discuss what was learned in doing this assignment
A. Good planning
B. Application in world of business
Running head: SERVICE BLUEPRINT FOR ENTERPRISE RENT A CAR
Service Blueprint for Enterprise Rent a Car
Name
Institution
1
SERVICE BLUEPRINT FOR ENTERPRISE RENT A CAR
2
Service Blueprint for Enterprise Rent a Car
1. The organization, its service(s), the target market for that service, and why you
selected it;
Enterprise Rent A car is an automobile hiring agency that rent vehicles for a short period of
time ranging from hours to few weeks at a pocket-friendly price. The main service offered by the
company is renting out vehicles, however, there are other additional services that are offered
such as GPS system, child safety seat, music system and other accessories. The target customers
for the services are tourists, owners of damaged cars and others.The rationale of selecting the
tourists as part of the target customers is that they require traveling services and they may not
travel with their automobiles and they also have financial capabilities for hiring the vehicles.
When cars are involved in road accidents, car owners may no...
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