Question 6P, Chapter 3S (Managing Operations Across the Supply Chain (4th Edition)):

This problem uses American Vinyl Products (the case found in Chapter 3).

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.