Assignment 2: Service Delivery Process
Select a service firm of your choice and answer the following questions:
Define blueprinting and discuss what is meant by a one-sided blueprint versus a two-sided blueprint.
- Prepare a blueprint for a service firm of your choice. Outline the process time and the activity time for each step in the service delivery process. Make sure you indicate the following elements in your flowchart:
- Physical evidence
- Customer action
- Line of interaction
- Contact employee actions
- Line of visibility
- Backstage contact employee actions
- Line of internal interaction
- Support processes
- As part of your flowchart design, describe the specific actions taken by customers and employees.
- Discuss how a service blueprint helps an operations manager and a marketing manager improve service delivery.
- Should a service blueprint be used in the new product development process? Why or why not?
- Submit your answers in a three- to four-page Microsoft Word document. Use APA guidelines for your submission. Include a minimum of three peer reviewed articles for your paper.