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Welcome to our Presentation
From Group “4”
Section “A”
Subject Teacher: Netra Prasad Bashyal
Kshitiz International College...
SERVICE BLUEPRINTING
Group Members:
1. Aastha Saru
2. Abhisekh Gyawali
3. Anjana Panthee
4. Aasha Shrestha
5. Divya Gurung...
Meaning of service
industry
 An industry made up of companies that primarily
earn revenue through providing intangible
pr...
Introduction to the service
Industry
 Service sector in Nepal today accounts for more than half of
Nepal’s GDP. The vario...
Service Blueprint
 Service blueprint is a picture or map that accurately
portrays the service system so that different pe...
Service Mapping/Blueprinting
A tool for simultaneously depicting the service
process, the points of customer contact, and
...
Importance of Service
Blueprinting in Service Delivery
1. To design service
2. To clarify the service concept.
3. Easy to ...
Blueprint components
 Customer actions: it includes steps, choices, activities
and interactions that customer performs in...
Service Blueprint Components
CUSTOMER ACTIONS
line of interaction
“ONSTAGE” CONTACT EMPLOYEE ACTIONS
line of visibility
“B...
Service Blueprint Components
 Line of interaction: direct interactions b/w the customer and
organization.
 Line of visib...
Product Physical features, quality, accessories, packaging,
warranties, brands
Place Channel type, outlet location, transp...
Blueprints Can Be Used By
 Service Marketers
 creating realistic customer
expectations
 service system design
 promoti...
Thank You
!!!
Service blue printing of restaurant, A study on Restaurant Located at Butwal,Nepal.
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Service blue printing of restaurant, A study on Restaurant Located at Butwal,Nepal.

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Service blue printing of restaurant, A study on Restaurant Located at Butwal,Nepal.

  1. 1. Welcome to our Presentation From Group “4” Section “A” Subject Teacher: Netra Prasad Bashyal Kshitiz International College Kalikanagar, Butwal
  2. 2. SERVICE BLUEPRINTING Group Members: 1. Aastha Saru 2. Abhisekh Gyawali 3. Anjana Panthee 4. Aasha Shrestha 5. Divya Gurung 6. Padam Kunwar 7. Rubika Thapa 8. Richa Poudel 9. Sandesh Basnet 10.Sunita Pandey
  3. 3. Meaning of service industry  An industry made up of companies that primarily earn revenue through providing intangible products and services.  Service industry companies are involved in retail, transport, distribution, food services, as well as other service-dominated businesses. Also called service sector, tertiary sector.
  4. 4. Introduction to the service Industry  Service sector in Nepal today accounts for more than half of Nepal’s GDP. The various sector that combine together to constitute service industry in Nepal are:  Hotels and Restaurants  Other transportation and storage  Communication (post, telecom)  Banking  Insurance  Business services  Public administration  Defence  Other services
  5. 5. Service Blueprint  Service blueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with its objectively regardless of their individual point of view .  Particularly useful at design and redesign stages of service development.  It provides a way to break the service into logical components and to depict the steps or tasks in the processes, the means by which they are executed and evidence of the service as consumer experiences it.
  6. 6. Service Mapping/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. Service Mapping Process Points of Contact Evidence
  7. 7. Importance of Service Blueprinting in Service Delivery 1. To design service 2. To clarify the service concept. 3. Easy to explain the vision of service 4. It shows the relationship of different activities, actions and importance of each activity 5. It shows the customer actions, alternative actions and their point of touch, where they realize MOT.
  8. 8. Blueprint components  Customer actions: it includes steps, choices, activities and interactions that customer performs in the process of purchasing, consuming and evaluating the service  Onstage employee actions: steps and activities that the contact employees performs that are visible to the customer.  Backstage employee actions: steps and activities that occur behind the scene to support onstage activities.  Support processes: covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.
  9. 9. Service Blueprint Components CUSTOMER ACTIONS line of interaction “ONSTAGE” CONTACT EMPLOYEE ACTIONS line of visibility “BACKSTAGE” CONTACT EMPLOYEE ACTIONS line of internal interaction SUPPORT PROCESSES
  10. 10. Service Blueprint Components  Line of interaction: direct interactions b/w the customer and organization.  Line of visibility: this line separates all service activities that are visible to the customers from those that are not visible.  Line of internal interaction: separates contact employees activities from those of other service support activities and people.  Physical evidence : The elements of marketing mix which customers can actually see or experience when they use a service, and which contribute to the perceived quality of the service
  11. 11. Product Physical features, quality, accessories, packaging, warranties, brands Place Channel type, outlet location, transportation, storage Promotion Sales people, advertising, sales promotion, publicity Price Discount, allowances, price levels People Employees, customers Process Flow of activities, customers involvement Physical evidence Facility, equipment, other tangibles
  12. 12. Blueprints Can Be Used By  Service Marketers  creating realistic customer expectations  service system design  promotion  Operations Management  rendering the service as promised  managing fail points  training systems  quality control  Human Resources  empowering the human element  job descriptions  selection criteria  appraisal systems  System Technology  providing necessary tools:  system specifications  personal preference databases
  13. 13. Thank You !!!

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