Please help help help help..............

I would like the blueprint to be done and also the questions answer please

Restaurante de lArrogance

A young couple takes their elderly uncle out for dinner to celebrate his 80^th birthday. They choose an upscale fine dining establishment featuring traditional European cuisine.

Here is their story:

Upon entering the lobby of the restaurant they encounter a receptionist in a heated discussion with another employee. Neither of the employees appeared to notice their arrival and the 3 guests were left to stand and wait.

It is winter and after a couple of minutes they start to feel uncomfortable in their winter clothing so they remove their coats. There doesnt appear to be anywhere to put them so they must hold on to them.

The receptionist finally notices them and says Hi folks, Ill be right with you and then goes back to her conversation.

Eventually the Maitred arrives, checks their reservations and then starts to lead them to a table. Along the way they pass a coatroom and the young woman asks if it would be OK to hang their coats there. Sure thing, go right ahead says the Maitred.

Later when they are seated at their table a drinks waiter approaches to take their order. The lady says she would like to have a glass of wine later with her meal, the young man orders a domestic beer and their uncle orders a Scotch on the rocks.

The food waiter then appears, introduces himself, gives them each a menu, explains the specials of the day, and leaves.

After about 10 minutes the drinks arrive. The uncle notices that there isnt any ice (rocks) for his drink and after a minute or so mentions this to his nephew. His nephew then looks to call the waiter over but his uncle stops him and says its OK, dont worry about it, I dont want to make a fuss I just want to enjoy my birthday. His nephew accedes to his wishes and lets it go.

The food waiter then returns to take their order. When it is the uncles turn he orders a steak. The waiter then asks him how he would like it cooked and the uncle replies medium well. The waiter looks at the old man with disdain and says sir, nobody orders our steaks medium well, I suggest you have it rare or medium rare.

At this point the nephew comes to the support of his uncle and says yes, but he enjoys his steak cooked medium well and thats how he would like it. The waiter responds in this restaurant we never serve our steaks done medium well, I will have to speak to the chef about this.

After about 10 minutes the chef appears looking somewhat agitated and asks who ordered one of my steaks cooked medium well? The elderly gentleman replies I did sir. At that point the chef starts lecturing him saying that he has trained under some of the best chefs in the world and worked in Europes finest restaurants and that nobody orders a steak cooked medium well in his restaurant.

At this point the nephew tells the chef sir we have brought my uncle to your establishment to celebrate his 80^th birthday thinking we would get the finest of food and the best of service. During his life my uncle has travelled all over the world and I assure you that he has eaten in restaurants that even you would be impressed by. He prefers his steak cooked medium well and that is how we expect you to prepare it for him. With that the chef turned on his heel and left.

A few minutes later the waiter arrived with the orders for the nephew and his wife and then informed the uncle that because he wanted his steak medium well it would take a few minutes longer to cook. The nephew asked the waiter to return his and his wifes meal to the kitchen and only bring it back when the uncles meal was ready so that they could eat together. After an uncomfortable 5 minute wait all of the food arrived at the table.

A minute after that the nephew said to his wife I thought you ordered a glass of wine with your meal. She said yes I did, but the waiter seems to have forgotten and so I have changed my mind, I dont want any more trouble.

When the first course was finished the plates were removed and the waiter returned with the dessert menus. The nephew looked at his wife and his uncle who both shook their heads no so he told the waiter that they no longer wished to have dessert and could he just bring the bill please.

After several minutes the bill arrived, the young man paid without leaving a tip and they left the restaurant never to return again.

Note: As people age their taste buds change and with that their food preferences often change as well. For example, it is very common for older people to prefer their meat cooked medium well or even well done even if in their youth they may have preferred it rare or medium rare.

Assignment

Using the Blueprint templates below or by making your own (do not lift a blueprint from the text or any other source), please recreate the restaurant experience you have just read about as far down as the Line of Visibility and identify any unnecessary Wait point with a W and every Fail point with F. Label them W1, W2, or F1, F2, etc. Consult your text to ensure you understand exactly what Wait and Fail points really are.

On the last page explain each of the W and F points you have identified. If they were due to process design describe how you would re-design it to eliminate them. Or, describe what People changes you would make to ensure these Ws and Fs do not happen again. Ensure that your blueprint represents the experience in this case, not the one in the textbook.

Blueprint

Time Line -

Front Stage

Line of Interaction

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Line of Visibility

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Time Line -

Front Stage

Line of Interaction

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Line of Visibility

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Please explain below what went wrong at each of the W and F points you identified. If they were due to how the process was designed describe how you would re-design the process to eliminate them. Or, if they were not the result of a flaw in the process describe what People changes you would make to ensure that those Ws and Fs never happened again.