Cawboys and angels blueprint presentation (2)

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Cawboys and angels blueprint presentation (2)

  1. 1. Laura King Jose Ferrón
  2. 2.  Located in Dublin's south city  Sheila Burke and Valerie Paterson (Directors)  Women and Men 1995 hair cut, blow dry, highlights, bleach and toner Etc. Hair Extensions Specialists
  3. 3. • Decoration • Furniture • Music • Ambience
  4. 4. People Processing Service Physical Process for Customer Low Level Of Customer Participation Customer Physical Presence
  5. 5. A B C DEF IHG
  6. 6. What the customer can see and uses to asses quality Decor Furniture Equipment Staff Appearance Cleanness Cosmetics Towels Tool-kit
  7. 7. Equipment Maintenance Premises Maintenance Cleaning Staff Management (Rosters) Staff Training
  8. 8. Beauty/Cosmetic Products Purchase and Inventory Booking Systems / Databases Marketing (website, social media) Billing/Payment Systems
  9. 9. Parking Spots Front Desk Coat Room Waiting Area Lighting Adequate Consultation Delays in Services Payment Methods
  10. 10. Reception Area Waiting Area Between Services Payment Toilet
  11. 11. Act 1 Introduction Act 2 Service Delivery Act 3 Payment and Leaving
  12. 12. Accept Booking Confirm time & Service Take Coat Escort customers to the waiting area Check Availability Insert Booking • TV • Magazines Maintain Reservation System Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction W Sound and Tone of Voice • Coatroom • Other Coats ACT 1 • Response Time • Script for Taking Reservation Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Greet Customer Contact Person (Visible Actions) Contact Person (Invisible Actions) Waiting Area Coach TV/Magazines • Greeting /Service confirmation • Appearance of Employee Support Processes F F Make Reservation Reception Coat Room Waiting Hang Coat Maintain Facilities • Time • Script for Greeting Maintain Facilities • Time W • Time Databases
  13. 13. Washing Application of Products Cleaning Style Creation Application of Products Cleaning Check Water Temperature Shampoo/etc. Preparation Maintain Facilities/Equipment Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction • Employee • Washing Area • Equipment/Products ACT 2 • Time • Script for correct way of washing hair Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Colour Service Application of Products Cleaning Contact Person (Visible Actions) Contact Person (Invisible Actions) • Employee • Sitting Area • Tools/Products Support Processes F F Hair Washing Colour Stylist Style Creation/learning Products/tools Preparation Maintain Facilities/Equipment • Time • Script for Colour • Time • Script for StyleW W Products Purchase • Employee • Sitting Area • Tools/Products Colour Service Products/Tools Preparation Maintain Facilities/Equipment Products Purchase Products Purchase Databases F
  14. 14. Present Bill Accept Payment Produce Receipt Take Coat Return Coat Escort customers and Good Bye Check Payment Acceptance • Check Outside Maintain Billing System Time LineFrontStageBackstage Line of Visibility Service Standards and Scripts W Line of Interaction Physical Evidence Line of Internal Physical Interaction Line of Internal IT Interaction Bill • Coatroom • Employee • Other Coats ACT 3 • Bill Format • Payment Terms • Script for Acceptance Capacity/Reservations Customer Records Services and Billing Inventory / Purchases Contact Person (Visible Actions) Contact Person (Invisible Actions) Building Exterior • Toilet Design • Cleanliness • Hygienic Products Support Processes F F Bill Presentation/Payment Use Toilet Coat Room Leaving Retrieve Coat Maintain Facilities • Cleanliness • Supplies • Frequency of Inspection • Time • Script for Delivery W • Bill • Card Reader • Employee Keep Other Coats Secure F Inspect Frequently Maintain and Clean Databases Supplies Storage Supplies Purchase • Time • Script for Good Bye
  15. 15. Parking Tickets Answer Machine/ Hold Coat Room Renovations More Seats (Waiting Area)/ Good Booking Management Increase Lighting Make Sure of Customer Wants Good Time /Booking Management Check Phone Lines / Mobile Payment Systems
  16. 16. Good Management of Booking Good Management of Services Timing Bill Ready Before Services are Completed New Toilet Facilities
  17. 17. Professionalism Quality Products Cleanses Safety Listen to Customer Wants Ambience Dealing with Unexpected bad results/ styles Dealing with Appraisal from Customer

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