The document outlines the concept of service blueprints used for service innovation and operational efficiency, detailing its components including customer actions, onstage and backstage employee actions, and support processes. It describes the flow of customer interactions in a theater setting from booking to watching a movie, including interactions with employees and physical evidence of services. The blueprint is valuable for service design and redesign stages, focusing on the systematic organization of processes in service delivery.

1. Multiplex Blueprint
Presented by:
Urvashi Sharma(2K15GC141)
Raman Raghav(2K15GC101)
Siddharth Nayak(2K15GC129)
Shakti Tanwar(2K15GC118)

2. Service Blueprint
• Service blueprint is a technique used for
service innovation, but has also found
application in diagnosing problems with
operational efficiency and can be used for
structural change.
• Flow chart of the service processes will focus
on customer interaction.
• Useful at design and redesign stages of service
development.

3. Blueprint Components
• Customer Action: it includes steps, choices,
activities, and interactions that customer
performs in the process of purchasing, consuming
and evaluating the services.
• Onstage employee actions: steps and activities
that the contact employee performs that are
visible to the customer.
• Backstage employee actions: steps and activities
that occurs behind the scene to support onstage
activities.

4. Blueprint Components
• Support process: covers the internal services ,
steps and interactions that takes place to
support the contact employee in delivering
the services.

5. Physical
Evidence
Customer
Action
Onstage
Employee
Contact
Action
Backstage
/Invisible
Support
Process
Arrive at
theatre
Booked
Yes/No
Show the employee
message/email you
get on booking
Get in Line
Employee greets
you, check the seat
availability
Employee greets u ,
check on software
No/yes
Print the ticket
Online Ticket
Sales
Computer
Processing
It System
Tell your movie
preference
Regrets
CCTV
Tickets

6. Onstage
Employee
Contact
Action
Customer
Action
Physical
Evidence
Backstage
/Invisible
Support
Process
Preparation of
snacks
Procurement
•Cash/Card
•Tickets
Ask for
seat
preference
Tell the seat
preference
Print the ticket,
give you tickets,
and takes the money
Receive Tickets Order some snacks
Pay the bill
Takes money,
Print the bill
Kitchen
•Food
•Bill
•Cash/card

7. Onstage
Employee
Contact
Action
Customer
Action
Physical
Evidence
Backstage
/Invisible
Support
Process
Find the right theatre Find the seat
Ushers will help
to find the seat
If movie is 3D, collect 3D
glasses at entrance
Ushers will give
you 3D glasses
Arrangement of 3D glasses
according to no. of seats

8. Onstage
Employee
Contact
Action
Customer
Action
Physical
Evidence
Backstage
/Invisible
Support
Process
Watch Movie Order some snacks and
use the restroom
Employee takes money
give you snacks
Employee dim the light
and start movie
projector
Projector system
•Cash/Card
•Bill
•Food
Give glasses
back at exit gate
and Exit theatre
Employee Brighten
light
Leave
building
Employee cleans
the theatre
Preparation of
refreshment
Housekeeping