Assignment 4 - Service Blueprinting

This assignment tests your ability to assemble a service blueprint for a fictional company. make a blueprint, you need to lay out what you think are the details of the support process. Then you need to show the location of potential fail points and excessive wait times. Be sure to include all elements of the blueprint. Your can use Microsoft Word or PowerPoint to draw or scan your blueprint in electronic form.

As you lay out the blueprint, think about how you will measure the performance of this process. What metrics (forms of measurement) can you use? What will a specific number like customer's served or complaints resoved tell you? Make a list of these metrics (two to five) and list them in a blank space of your chart or on a separate peice of paper if there isn't room on the chart.

The fictional company for this term is:Diets to You. Open the link to read about the business scenario for this company.

Just to be clear, you are creating a diagram -notwriting an essay. You do not need to be an artist - you simply need to draw boxes and lines, and label images. Your subject is a fictional business so there's no background information to look up. Simply focus on the process the company would use to run the business, and make logical inferences.

Below is a sample blueprint which I have created for a fictional day spa called Kendo.This example contains everything I would want to see in a blueprint.I created it in PowerPoint very easily (it's only text boxes and lines), after sketching it out on paper first.

Service Stds Accuracy of 1 mini will time 5 mins wait time * "rero error" on * *2 mins wait time Information = " "helpful" greeting . warm" greeting treatment details " pero errors on and Scripts "Zero error" and "sales pitch" * Minimal comers. accuracy of bill Risk of waiting Risk of waiting Customer Looks at Calls Spa or Goes to Spa Receives Actions the website or # uses Internet to and checks in services booked Parys and leaves a brochure book package Physical Printed and &FAN "Quality of materials Evidence Pot. Fail Point On-Stage Arowers the Personnel Generate the bill Contact phone or gets deliver services and receive the Employee notice from app urvicetil booked Pot. Fall Paint Back-stape Books cullomer Employeeli) prep Payment pritem Contact for pervious on a their roam/ integration with Employee day and at a time station for client banking system Support Maintain website Maintain . Room waples Ongoing and update reservation - Room and Processes training for materials equipment leaning KENDO personnel