key customer actions business and finance homework help

Service blueprint assignment

In addition to the actual blueprint, each student is to write a short paper (4-5 pages) that addresses each of the following topics:

1)  Describe at least four key customer actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience. *

2)  Describe at least four onstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful experience. *

3)  Describe at least four backstage employee/SST actions depicted in the blueprint and discuss why you believe each is critical to a successful experience. *

4)  Describe at least four distinct support processes depicted in the blueprint and discuss why you believe each is critical to a successful experience. *

5)  Describe the key elements of physical evidence depicted in the blueprint and discuss why you believe each is critical to a successful experience. *

6)  Identify, number and describe four potential bottlenecks (i.e., places where the service process may become slow) or potential failpoints (i.e., places where the service process may fail altogether).

7)  Propose possible solutions/alternatives to address each of the bottlenecks or failpoints you identified.

8)  Discuss how a service blueprint might be used by an organization to make decisions with regard to marketing, human resource management, and operations.

9)  Think about the service process you blueprinted in general. Discuss what you think generally creates the most negative customer experiences (for example: emotional hot spots, irritations, frustrations, time wasted, delays, etc.) for this service process.

10)  Discuss what you learned by doing this assignment and how it could be applied in the business world.

*Note: In your response to the phrase “critical to a successful service experience,” think of how that customer action, employee/SST action, support process, or physical evidence contributes to customer satisfaction. A way to think through your response is to ask yourself, “If this part of the service process was absent, how might the quality of the service provision be diminished?”

Clearly organize your written document using the numbered topics. Use bold font for the topics and regular font for your responses.

Your written document should be typed, double-spaced and have 1” margins. Submission should use a 12-point font and be free of spelling and grammatical errors. Assignment should include your name, the date, and the title of the assignment. Your written submission should have page numbers.

 
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