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 (pick any firm you know), 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.
Unformatted Attachment Preview
Purchase answer to see full attachment
Explanation & Answer
please find the attached file. i look forward to working with you again. good bye
Running head: SERVICE BLUEPRINT
1
Service blueprint
Name
Instructor
Institution
Course
Date
SERVICE BLUEPRINT
2
Introduction
Sterling wedding and events is an events planning company that has been constantly
awarded and received recognition as one of Arizona’s leading companies in event production.
They focus more on what they term as boutique planning whereby the number of weddings they
do is limited in a given year and thus as a result they work hard to develop exceptional weddings
that give their clients a viable experience (Sterling wedding and events, n.d). For this event the
information that needs to be imprinted include and not limited to: physical evidence, customer
actions, onstage/ visible employees/SST actions, the backstage or the invisible actions as well as
the support process. The potential bottlenecks and/or fail points will also be included. The target
market for this function is mainly friends and family and a few acquaintances of the parties. I
chose the blueprint for the reason that it was detailed and it would ensure the smooth running of
the function
Four key customer actions
Making the phone call for the appointment is vital for the planning process as it allows
the customer to be made aware of the processes’ activity as well as whether the function is still
on the calendar. It allows the customer to realize the vitality of feedback as well as
communication. Meeting with the planner is the next key stage as it pertains to the wedding
planning as it is at this stage that the customer is allowed to vocalize his/her needs as they pertain
to the wedding as well as listen to any other opinions that may be viable that the planner may
have with regard to the function. Choosing the budget plan allows the planner and the customer
to agree on the scope of the wedding plan and whether or not any more funding is necessary or
not. Finally, making the deposit is the last vital step as it affirms commitment from the customer
as well as affirms the choice of the planner.
SERVICE BLUEPRINT
3
Four onstage employee/SST actions
...