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fishbone diagram
This document discusses service blueprint and fishbone models for railway services. It begins by defining a service blueprint as a map that accurately portrays the steps involved in providing a service. It then outlines the key components of a service blueprint including customer actions, onstage employee actions, backstage employee actions, and support processes. The document provides examples of how service blueprints can be used in areas like new service development, service recovery, and more. It also describes how to build a service blueprint in 5 steps. Finally, the document includes examples of service blueprints and a fishbone model applied to specific processes within a railway system.
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fishbone diagram
- 1. BLUE PRINT ANDFISH BONE MODEL FOR RAILWAY’S By Vikas jain Saurabh nehete Ashish barapatre Shashank bajpai Yeshwant anjana
- 2. Service Blueprint • Serviceblueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with it 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.
- 3. Blueprint components • Basiccomponents of Service Blueprint are: • Customer actions • “Onstage” contact employee actions • “Backstage” contact employee actions • Support processes
- 4. Blueprint components • Customeractions: 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.
- 5. Blueprint components • Supportprocesses: covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.
- 6. Service Blueprint Components CUSTOMERACTIONS line of interaction “ONSTAGE” CONTACT EMPLOYEE ACTIONS line of visibility “BACKSTAGE” CONTACT EMPLOYEE ACTIONS line of internal interaction SUPPORT PROCESSES
- 7. 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
- 8. Building a ServiceBlueprint Step 1 Identify the process to be blue- printed. Step 2 Identify the customer or customer segment. Step 3 Map the process from the customer’s point of view. Step 4 Map contact employee actions, onstage and back- stage. Step 5 Link customer and contact person activities to needed support functions. Step 6 Add evidence of service at each customer action step. Stage 1 Inquiry Stage Stage 2 Reserva tion system Stage 3 Boardin g Stage Stage 4 Journey Stage Stage 5 Arrival at the Destinati on
- 9. Application of ServiceBlueprints • New Service Development • concept development • market testing • Supporting a “Zero Defects” Culture • managing reliability • identifying empowerment issues • Service Recovery Strategies • identifying service problems • conducting root cause analysis • modifying processes
- 10. Advantages of Blueprint •Human Resources • empowering the human element • job descriptions • selection criteria • appraisal systems • System Technology • providing necessary tools: • system specifications • personal preference databases • Service Marketers • creating realistic customer expectations • service system design • promotion • Operations Management • rendering the service as promised • managing fail points • training systems • quality control
- 11. Enquiry stage Reservation System Boarding Stage JourneyStage Arrival at the station Railway Service Blueprint
- 12. Blue print ofenquiry stage & reservation system in railway department Inquiry department of railway’s Techno savvy customers Non tecnosavy customers Database of trains / issue of tickets PHYSICAL EVIDENCE Voice of the representative Online portal INVISIBLE Database and reservation system
- 13. Blueprint of boardingstage Arrives at the station Security Checks the baggage and proceeds towards the platform Checks the PNR status & seat no in list and board the train Physical evidence Railway Station, Voice of Announcements, Train appearance Railway tracks, seats toilets, list of passengers Invisible Preparation of list and putting at required places
- 14. JOURNEY STAGE 14 Physical evidence customerContact (Visible) Invisible Process Railway stations and Tone of the representativ e Toneof Persons and passing of trains Seats, toilets, windo ws, cleanli ness- Passe nger occup ied seats , Train appe aranc e Food, pillows & sheets Ticket checker uniform, list of other passenge rs Noise of the trains, tracks and signals Tea stall, Annou nceme nts of trains Passengers at the station wafting for train Board the train Journey start Gets Ticket checke d Receive Food and facilities Arrives at destinati on Check PNR status Arrival of the station and hires coolie i Luggage Gives Required Info. Ticket checker checke d ticket Deliver food and bedding Current route situation Driver starts the train Preparation of list and putting at required places Invisible Process Database and GPS Rail traffic operator Provide with list of passengers and other info Prepare food and clean the bed Take the Bags to the boogie
- 15. ARRIVAL STAGE Physical evidence customerContact (Visible) Invisible Process Railway stations and Tone of the representativ e Toneof Persons and passing of trains Seats, toilets, windo ws, cleanli ness- , Train appea rance Ticket checker uniform, list of other passenge rs Noise of the trains, tracks and signals Tea stall, Annou nceme nts of trains Arrival of train at the station Gets Ticket checke d Out of the station Hire cab or auto hires coolie if its required Luggage Takes Required Info. Address inquiry Deliver food and bedding Asking and Find out collie Auto take to the destinatio n Take luggage to the auto stand Invisible Process Inquiry auto stand and collie sitting area traffic Traffic operating system Buildings and colonies
- 16. Waiting customer Overcrowde DELAYE OF TRAINSIN DEPARTURE & ARRIVAL Poor cattering facility Improper assets Ticket mngmt Time consuming Poor trafic mngmt. Failuer of server Waiting list tecket mngmt. Inaccuracy in information facilities Front stage personnal Procedure technology Back stage personnal Supply of information Unethical behavior of TC FISH BONE MODEL OF RAILWAY SERVICE FISHBONE coustomer Other reasons Weather and climate Festivals time Speacials trains Contingencies
- 17. Customer Dissatifaction from Railway services Sanatery Seats Coaches Handicapped Time consuming waitinglist process Poor trafic mngmt. Failuer of server Waiting list tecket mngmt. Process of ticket allotment Inaccuracy in information misunderstandi ng facilities Front stage personnal Procedure technology Back stage personnal Supply of information Unethical behavior of TC Red tapism FISH BONE MODEL OF RAILWAY SERVICE FISHBONE Material Suupply Other reasons Weather and climate Beggers Salesman Environment Poor material Cattering facility
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