The purpose of this assignment is for course participants to develop a thorough understanding of service blueprinting. Your mission is to employ service blueprinting to analyze the service process for a local company and to graphically capture the process on paper.
Steps in the
process 1. Form teams of two or three
class members. 2. Choose a local service
provider, or a business that has a significant service
component. Please focus on a specific company. To complete
this assignment, you may need to visit and observe your
chosen company. 3. Send me an e-mail message
(drmartin@hawaii.edu)
that includes the names of your team members, the chosen
business, and when you would like to give your presentation
to the class. Presentations will be given on March 5, 7, and
9 during class. 4. Read Chapter 9 in the course
text. In particular, study the section titled "Service
Blueprinting." Also, read A
Guide to Writing
Assignments and the
Grading
Guide for Writing
Assignments to
understand how writing assignments should be constructed and
how they will be graded for this class ). 5. Create a complete blueprint
of the service that you have chosen. Each blueprint should
include the components listed in Chapter 9 and discussed in
class. All lines should be labeled clearly, and arrows
should be included in the blueprint to indicate the order of
activities. The blueprint should include at least four
"boxes" of support processes. Potential "bottlenecks" or
"fail-points" in the service delivery process also should be
identified. 6. In addition to the actual
blueprint, your group must write a 3- or 4-page paper
(double-spaced) that addresses the following
issues. a. Describe why you selected
this organization to blueprint. b. Describe what you believe to
be the three key elements of physical evidence revealed in
the blueprint and discuss how they influence the customer's
experience. c. Identify and describe 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. d. Suggest possible
solutions/alternatives to address these potential problem
areas. 7. The written paper is due on
March 12. You may turn in the assignment earlier.
Questions and Comments to: drmartin@hawaii.edu
This document was last modified January 4, 2007