Process of Delivering the Service

8/9/2019 Process of Delivering the Service

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Process of

Delivering theServices


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ProcessIt can be defined as the way of

understanding the transaction,supplying information & providingservices in a way which is acceptableto the consumer & effective to theorganization.

Process is functional activity thatassures service availability & quality


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Objectives behind Managing theService Process1. To ensure th

at the service is carriedout in the fastest, most-efficient, andcost-effective manner.

2. To create & place benchmarks that

help monitoring the service delivery forquality and productivity.

3. To facilitate employee learning & allow

them to carry out responsibility forindividual stages more effectively.4. To reduce variance through budgeting

& work force planning.


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Service Blueprints

A service blue print is a picture or amapthat accurately portrays the

service system,so that the different people

involved in providing itcan understand & deal with it

objectively regardless

of their role or individual points of


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Blueprints are particularly useful at the design &redesign stages of service development.

A service blue print visibly displays the service

by simultaneously depicting the process of service delivery,

points of customer contact,

role of customer & employees

& the visible elements of service.


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Service Blueprinting

A tool for simultaneously depictingthe service process, the points of customer contact, and the evidenceof service from the customers pointof view.

ServiceBlueprint

Process

Points of contact

Evidence


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Service Blueprint Components


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Blueprint for Overnight Hotel Stay Service

SUPPORTP ROCESS

CO

NTACTPERSON

(Bac

kStage)

(OnStage)

CU

STOMER

Hotel Exterior Parking

Cart for Bags

DeskRegistrationPapersLobbyKey

ElevatorsHallwaysRoom

Cart for Bags

RoomAmenitiesBath

Menu DeliveryTrayFoodAppearance

Food BillDeskLobbyHotel Exterior Parking

Arriveat

Hotel

Give Bagsto

BellpersonCheck in

Go toRoom

ReceiveBags

SleepShower

CallRoom

Service

ReceiveFood

EatCheck out

andLeave

Greet andTakeBags

ProcessRegistration

Deliver Bags

Deliver Food

ProcessCheck Out

Take Bags

to Room

TakeFoodOrder

RegistrationSystem

PrepareFood

PHYSICAL

EVIDENCE

Line of Interaction

Line of Visibility

Line of Internal Interaction

RegistrationSystem


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Blueprint for Express MailDelivery Service

PHYSICAL

EVIDENCE

Driver Picks UpPackage

DispatchDriver

AirportReceives& Loads

SortPackages

Load onAirplane

Fly toDestination

Unload&

Sort

LoadOn

Truck

SUPPORT

PROCESS

CONTACTP ERSON

(BackStage)

(OnStage)

CUSTOMER

Customer Calls

Customer Gives

Package

TruckPackagingFormsHand-held Computer Uniform

ReceivePackage

TruckPackagingFormsHand-held Computer Uniform

Deliver

Package

Customer ServiceOrder

Fly toSortCenter

Line of interaction

Line of visibility

Line of internal inter action


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Benefits of Blueprint1. Provides an overview so employees can relatewhat I do to the service viewed as an integratedwhole.2. Identifies fail points where things go wrong.3. Line of interaction between External customers& employees illuminates the customers &demonstrate where the customer experiencesquality.4. Line of visibility promotes a conscious decisionon what customers should see & which employeeswill be in contact with customers.5. Line of internal interaction clarifies the interfacesacross departmental lines, with their inherent

interdependencies, thus strengthening continuous


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Step 1

Identify theprocess tobe blue-printed

Step 1

Identify theprocess to

be blue-printed

Step 2

Identify thecustomer or customer segment

Step 2

Identify thecustomer or

customer segment

Step 3

Map theprocess fromthecustomerspoint of view

Step 3

Map theprocess from

thecustomerspoint of view

Step 4

Map contactemployee

actions,onstage andback-stage,and/or technologyactions

Step 4

Map contactemployee

actions,onstage andback-stage,and/or technologyactions

Step 5

Link contactactivities toneededsupportfunctions

Step 5

Link contactactivities to

neededsupportfunctions

Step 6

Add evidenceof service at

eachcustomer action step

Step 6

Add evidenceof service at

eachcustomer action step

Building a Service Blueprint

Documents

Process of Delivering the Service