Useful steps for the blue printing process.

1. Choose a small local retailer. Please focus on a specific company.

2. Create a complete blueprint of the service that you have chosen. All lines should be labelled clearly, and arrows should be included in the blueprint to indicate the order of activities. Each section of the blueprint must be separated into separate acts (pre-process, in process, and after process). The customer steps in the blueprint must be clearly scripted. The blueprint should include all lines in the front stage and back stages. In addition, waiting times and approximately how much time is required for each service process must be shown, which will require discussions with company personnel.

3. Three to five key elements of physical evidence should be revealed in the blueprint.

4. Three potential bottlenecks (points in the process where backups or slow delivery may occur) and/or fail-points (points in the process where problems may occur) should be identified and presented in the blueprint.

Marking Criteria for the Service Blueprint

1. Clearly scripts the customer steps in the process for the separate acts

2. Identifies wait times, bottlenecks and fail points

3. Details visible and invisible interactions for contact personnel

4. Lists the support processes and IT databases (if any)

5. Clearly shows the flow of activities (directional arrows) and is visually appealing