1. BLUE PRINT AND FISH BONE
MODEL FOR RAILWAY’S
By
Vikas jain
Saurabh nehete
Ashish barapatre
Shashank bajpai
Yeshwant anjana
2. 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 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
• Basic components of Service Blueprint are:
• Customer actions
• “Onstage” contact employee actions
• “Backstage” contact employee actions
• Support processes
4. 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.
5. Blueprint components
• Support processes: covers the internal services,
steps and interactions that take place to support the
contact employees in delivering the service.
6. 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
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 Service Blueprint
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 Service Blueprints
• 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
12. Blue print of enquiry 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 boarding stage
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
Tone of
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
Tone of
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
TRAINS IN
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
waiting list
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
