Assignment on service delivery process

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Reference no: EM131036696

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.

Reference no: EM131036696

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