This problem uses American Vinyl Products. The management at American Vinyl Products has decided that a rigorous and effective approach has to be applied. Consequently, they have decided to apply service blueprinting. For this case, identify and discuss the following elements:

• Physical evidence
• Customer action
• Front stage action
• Backstage action
• Support processes

Also, use this process to identify any potential fail points in the process. For the purposes of this exercise, you are to focus primarily on the large customers as the key customers.