QUESTION 1 Develop a service blueprint for a service which you are familiar with. The service blueprint must clearly show in flowchart format the different stages of the service delivery process. On completion, consider (a) What are the tangible indicators of quality from the customers point of view considering the line of visibility, 5 marks (b) whether all the steps in the process are necessary, 5 marks (c) the location of potential fail points, waiting points and how they could be designed out of the process, or if they cannot be prevented, what service recovery procedures could be introduced, and 5 marks (d) what are the possible measures of process performance. 5 marks

(e) Design an effective service guarantee for a service with high perceived risk.Explain why and how your guarantee would i. reduce perceived risk of potential customers, and 5 marks ii. why current customers, would like being offered this guarantee although they already use the service and therefore are likely to already perceive lower levels of risk. 5 marks

(f) Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers. 5 marks (g) Identify the possible behavior of jay customers for a service of your choice. How can the service process be designed to minimize or control the behavior of jay customers? 3 marks (h) Under what conditions is it not suitable to introduce a service guarantee? 2 marks