Reference no: EM133378548

Written component. In addition to the actual blueprint, each group is to write a short report that addresses the following issues:

1. Describe what service(s) of this organisation you will be blueprinting and why you selected it;

2. Describe what you believe to be the three key customer actions depicted in the blueprint and discuss why they are so critical to a successful service experience;

3. Describe what you believe to be the three key employee actions depicted in the blueprint and discuss why they are so critical to a successful service experience;

4. Describe what you believe to be the three support processes depicted in the blueprint and discuss how they support other activities needed in providing the customer with a good service experience

5. Describe three key elements of physical evidence revealed in the blueprint (photos of the elements should be included in the visual portion of the blueprint) and discuss how they influence the customer's experience;

6. Identify, number, and describe three potential fail points (points in the process where problems may occur) or bottlenecks (points in the process where backups or slow delivery may occur);