service blueprint of students' cafe of khulna University

1. Welcome
Service Blueprint of cafeteria of
Khulna University
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2. Group 3
Arna Banerjee
120324
Niaz Bhuian
120354
Memosha Mausak Rahman
120352
Sumona Hossain
120336
Priyanka Hui Chowdhury
120316
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3. Content
• About Service & Service Blueprint
• Khulna University cafeteria
• Anatomy Of service Blueprint
• Cafeteria’s Service Blueprint
• Point of failures
• Solutions
• Cafeteria’s New Service Blueprint
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4. Service & Service Blueprint
 Services are deeds, processes, and
performances.
 Service blueprint is 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.
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5. Components of service Blueprint
• Physical evidence
• Customer Action
• Line of interaction
• Onstage contact employee actions
• Line of visibility
• Backstage contact employee actions
• Line of Internal interaction
• Support processes
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6. Building a service blueprint
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7. Benefits
• Provides an overview
• Identifies fail points and reveals the areas requiring
improvement
• Improve Quality
• Stimulates strategic discussion
• Identify and assess cost revenue & capital
• Facilitates Top down bottom up approach
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8. Khulna University cafeteria
• Capital almost 3.5lac
• Available foods: rice, fish, meat, egg,
Parata, dal, samucha, singara, noodles,
vegetable rolls, egg chop, tea, beverage,
ice cream
• Reasonable price
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Service Blue Print of Cafeteria of Khulna University

11. Analysis Of Service Blueprint
Physical evidence
• Entrance & Exit
• Seating Arrangements
• Counter
• Manu
• Food Meat safe
• Food delivery Window
• Balcony
Customer Actions
•Arrive at the café
•Go to the counter
•Order Food
•Pay the Bill
•Consume Food
•Leave
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12. Analysis Of Service Blueprint
• Line of interaction
• Communicate with
customers
• Get to know
customers
• Identifies needs &
Wants
Onstage employee Action
• Take the order
• Meet needs
• collect bills,
• serve & deliver foods
• collect the use dishes for
cleaning
Line of Visibility
Internal Activities
• Food processing
• Maintenance
process
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13. Analysis Of Service Blueprint
Backstage contact
employee actions
• Take order
• Bring prepared Food
Line of internal
interaction
• Employee Interactions
• Exchange instructions
Support process
• Storage & processing
work
• Food Processing
• Prepare for next order
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14. Service Failure
When customer expectations does not match with the ongoing
service process, it is called Service failure.
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16. KU Cafeteria Service Fail Points
Quality of food
Price
Time consuming
Mismanagement
Lack of variation
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17. KU Cafeteria Service Fail Points
Environment
Less interaction
Lack of physical evidence
Inefficiency
Absence of Emotional Care
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19. Online System Installation
Online reservation
Physical system reformation
Employee interaction
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20. Solutions
Proactive stage
Pricing
Hygienic factor
Emotional factors
Performance standard
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22. Analysis of New Blueprint of Khulna University Cafeteria
• Physical Evidence
• Constitutes of online
reservation
• seating square shape
• menu
• order counter
• cash counter
• balcony and
• exit & entry
Customer Action
• order food online or go to the
• order counter directly,
• pay bill using cash
• cards or take token,
• collect food from the window,
• stay or leave after food
consumption
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23. Analysis of New Blueprint of Khulna
University Cafeteria
• Line of Interaction
More focus on the students and employees and
emphasize on their preferences.
• Onstage employee interaction
interaction will be reduced by introducing
technology, more active employees for smooth
service
• Line of visibility
Separates the onstage from the backstage actions
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24. Analysis of New Blueprint of Khulna University
Cafeteria
• Backstage contact employee interaction
more backstage contact employees in the rush hour
• Line of Internal Interaction
Separates the contact employees from the processing
employee.
• Support Process
performs perform the support activities like washing,
cleaning, chopping, processing & cooking.
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25. Questions ??????
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