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Services Marketing Courier.......(2)


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Published in: Business

Services Marketing Courier.......(2)

  1. 1. Services Marketing
  2. 2. What is a Service Blue print?
  3. 3. Developing a Blue print <ul><li>Front stage </li></ul><ul><li>Line of interaction </li></ul><ul><li>Back stage </li></ul><ul><li>Line of visibility </li></ul><ul><li>Line of internal physical interaction </li></ul>
  4. 4. Blue print Act-I
  5. 5. Physical Evidence <ul><li>Packaging </li></ul><ul><li>Receipt </li></ul><ul><li>Sound and Tone of voice </li></ul><ul><li>Computer </li></ul><ul><li>Appearance of the Employee </li></ul><ul><li>Documents </li></ul><ul><li>Forms </li></ul><ul><li>Uniform </li></ul>
  6. 6. Customers Calls Customers Call centre Line of Visibility Greet the customer Accept the details of the parcel Check the parcel ---------------Line of Interaction----------------------------------------------------------------- Packing the parcel Weighting the parcel Confirm Date, Time & Place of delivery Handing over receipt to the customer ---------------Line of Internal--------------------------------------------------------------------- F R O N T S T A G E Maintaining records Sending the parcel to the back office Dispatching the parcel to the central hub B A C K S T A G E Contact Person (Visible action) Physical Interaction Contact Person (Invisible action)
  7. 7. Blue print Act-II
  8. 8. Receiving parcel from the regional hub Checking the details of the parcel Again Checking the weight of the parcel Sealing & Bar coding of the parcel Documentation process Dispatching the parcel to the point of destination i.e., the station hubs Rail Road Air Sea
  9. 10. Blue print Act-III
  10. 11. Receiving of parcel by the selected mode of transport to regional hub at the point of destination Sorting of the parcel Distributing the parcel to the station hub Van Delivery to CUSTOMER <ul><li>Physical Evidence </li></ul><ul><li>Confirmation receipt </li></ul><ul><li>Delivery Van </li></ul><ul><li>Uniform </li></ul>
  11. 12. Identifying the fail points
  12. 13. THANK YOU