Process of

Delivering the
Services
Process
It can be defined as the way of
understanding the transaction,
supplying information & providing
services in a way which is acceptable
to the consumer & effective to the
organization.

Process is functional activity that

assures service availability & quality
Objectives behind Managing the
Service Process
1. To ensure that the service is carried
out in the fastest, most-efficient, and
cost-effective manner.
2. To create & place benchmarks that
help monitoring the service delivery for
quality and productivity.
3. To facilitate employee learning & allow
them to carry out responsibility for
individual stages more effectively.
4. To reduce variance through budgeting
& work force planning.
 Service Blueprints
A service blue print is a picture or a
map
that accurately portrays the
service system,
so that the different people
involved in providing it
can understand & deal with it
objectively regardless
of their role or individual points of
• Blueprints are particularly useful at the design &
redesign stages of service development.
• A service blue print visibly displays the service
by simultaneously depicting the
• process of service delivery,
• points of customer contact,
• role of customer & employees
&
• the visible elements of service.
 Service Blueprinting
• A tool for simultaneously depicting
the service process, the points of
customer contact, and the evidence
of service from the customer’s point
of view. Process

Service Points of contact

Blueprint
Evidence
Service Blueprint Components
 Blueprint for Overnight Hotel Stay Service
EVIDENCE
PHYSICAL

Hotel Exterior Cart for Desk Elevators Cart for Room Menu Delivery Food Bill
Parking Bags Registration Hallways Bags Amenities Tray Desk
Papers Room Bath Food Lobby
Lobby Appearance Hotel Exterior
Key Parking
CUSTOMER

Arrive Give Bags Call Check out

Go to Receive Sleep Receive
at to Check in Room Eat and
Room Bags Shower Food
Hotel Bellperson Service Leave

Line of Interaction
(Back Stage) (On Stage)

Greet and
CONTACT PERSON

Process Deliver Deliver Process

Take
Registration Bags Food Check Out
Bags

Line of Visibility
Take
Take Bags Food
to Room Order
Line of Internal Interaction
SUPPORT PROCESS

Registration Prepare Registration

System Food System
 Blueprint for Express Mail
Delivery Service
Truck Truck
Packaging Packaging
EVIDENCE
PHYSICAL

Forms Forms
Hand-held Computer Hand-held Computer
Uniform Uniform
CUSTOMER

Customer Customer Receive

Calls Gives Package
Package

Line of interaction
(On Stage)

Driver
CONTACT PERSON

Picks Up Deliver
Package Package

Line of visibility
(Back Stage)

Customer
Service
Order

Line of internal interaction

Airport Fly to Load
Dispatch Unload
Receives Sort Fly to
Driver & On
& Loads Center Destination
Sort Truck
Load on
PROCESS
SUPPORT

Airplane

Sort
Packages
 Benefits of Blueprint
1. Provides an overview so employees can relate
“what I do” to the service viewed as an integrated
whole.
2. Identifies fail points – where things go wrong.
3. Line of interaction between External customer’s
& employees illuminates the customers &
demonstrate where the customer experiences
quality.
4. Line of visibility promotes a conscious decision
on what customers should see & which employees
will be in contact with customers.
5. Line of internal interaction clarifies the interfaces
across departmental lines, with their inherent
interdependencies, thus strengthening continuous
 Building a Service Blueprint

Step
Step11 Step
Step22 Step
Step33 Step
Step44 Step
Step55 Step
Step66
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the Mapthe
the contact Link
Linkcontact
contact evidence
process employee ofofservice
serviceatat
process to
process to customer
customeroror processfromfrom employee activities
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customer the actions, needed
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printed segment customer’s onstage
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customer
printed segment customer’s support
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view back-stage, functions
functions step
and/or
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technology
technology
actions
actions