The document discusses service blueprints, which are diagrams that map out the key processes and touchpoints involved in delivering a service. It provides an example blueprint for a parcel delivery service that is broken into three acts. The first act maps the front stage interactions between customers and employees when collecting parcels. The second act shows the back stage handling and transportation of parcels between regional hubs. The third act outlines the final delivery of parcels to customers from regional hubs. Service blueprints are used to identify potential fail points in a service process.

1. Services Marketing

2. What is a Service Blue print?

4. Blue print Act-I

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. Blue print Act-II

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

10. Blue print Act-III

12. Identifying the fail points

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