Beruflich Dokumente
Kultur Dokumente
CUSTOMER ACTIONS
line of interaction
SUPPORT PROCESSES
McGraw-Hill/Irwin 2003. The McGraw-Hill Companies. All Rights Reserved
Service Blueprint Components
Customer Customer
arrives
checks out
Customer
Service
Order
Tour Tour
Customer Man- Tour
makes
starts Guide Wild life
made package
payment
joins parks beach
SUPPORT
finishes
PROCESS
Safety
materials
Safety
Briefing
Overnight Hotel Stay
Bill
EVIDENCE
SUPPORT PROCESS(Back Stage) (On Stage) CUSTOMER PHYSICAL
Desk
Hotel Cart for Desk Elevators Cart for Room Menu Delivery Food Lobby
Exterior Bags Registration Hallways Bags Amenities Tray Hotel
Parking Papers Room Bath Food Exterior
Lobby Appearance Parking
Key
Arrive Give Bags Call Check out
Go to Receive Sleep Receive
at to Check in Room Eat and
Room Bags Shower Food
Hotel Bellperson Service Leave
CONTACT PERSON
Greet and
Process Deliver Deliver Process
Take
Registration Bags Food Check Out
Bags
Take
Take Bags Food
to Room Order
1. Identify processes
4. Analyze profitability
McGraw-Hill/Irwin 2003. The McGraw-Hill Companies. All Rights Reserved
Blueprints Can Be Used By:
Service Marketers Human Resources
creating realistic customer empowering the human
expectations element
service system design
job descriptions
promotion
selection criteria
appraisal systems