The document outlines the customer journey and key touchpoints at an automotive service center, including making an appointment, arriving for service, the repair process, picking up the vehicle, and following up after service. It details the roles and responsibilities of receptionists, technicians, and managers at each stage. The blueprint also maps the workflow and information hand-offs between departments like parts, warranty administration, and the workshop.

1. A/1 B C D E F G H I J K L M N O P Q R S T U V W X Y Z AA AB AC AD AE AF AG AH AI AJ AK
2
3
4 Physical evidence Website
M
J Exterior (General) C
Parking In & Out
Keybox
Repl veh parking
lichting&indic C
Reception
(desks/cabinets)
(indication w /
wh appointm) C
Customer corner
&WC
&Ambrellars
C
WELLCOME
Appointment
Agenda (TV) C
Presentation
(ppt network)
C
P
G
W
Promos
C
G
Newspapers &
magazines C
Spring - Summer -
Automn -
winter Mailing
C
p
G
M
W
Weekly
Service
reminders
C
M
Free coffee
water
C
Internet hotspot
<welcomehere> J
People at work
(All present)
C
G
5
6
7
8
9 Customer actions
Make reservation
Tel or WEB H
Reminder
appointment
SMS (day -3) H Arrival / Keybox
Explain todo -
worry - redo -
unclear Handover keys Transport Leave / or wait Customer feedback Arrival Pickup car
Turn in
Replacement car Pay invoices
Collect car &
leave Organisational
10
11 INTERACTION
B/O f/u immob
vehics w repl car -
> claim FMC >7
days (if IVO)
R
C
Rough Capacity
workshop
& Front HR C
12
13
Home Serv list
+admin +
transport
C
R
T
Register IN
& Parking R
Sign compl order
& manual
remarks R
Inform public
transport R
Ask parking car
customer R
Greet
& SEAT R
Explain
work/invoice
(rust/maint/FLUO )
(checklist) R
Check repl car &
park (roof or along
side recept ?) R
Payment (where ?)
/ control
payment delay R
MAJOR repair
F/U (recontact)
C
Clean Shared
Harddisks
department
C
G Portals info brands G
14
With / without
Appointment R
Complete orderS -
todo-km-gsm
Mail R
Stamp service
book R
Attribute repl car
+ sheet damages
+ where parked
(& sence) R
Barier code
(on key label ?) R
Next steps
Next mainten. R
Invoice repl car
-immediately- R
Inform barier
code & parking R
Airco control
check (leaks) C
Appro incom
invoices (tech ctrl -
carpass -
transports…)
C
G
Court&repl.Cars
(clean-maint-dam)
(tickets-amendes) //
Occupancy X
15 On stage contacts
Greet
& SEAT
Inform non
warranty items R
Job board
(map with keys) R
ID & driving
license R
Agree on due
date/time/costs R
second appointm
& order parts R thank for visit R
Redo/complaint
Excuses or
explain at pickup
C
G
Appro invoices
replacement cars
(all dpt) G
Cust View Point &
CVP alerts
16
Inform Warranty
Prolongation
Possibilities R
Inform Parking
Repl. Car R
Sell Ext Warr
& invoice R
CVP - card +
small present +
info web reserv R
Second passage
+ BO in at day -3 C
Appro invoices
personnel G
Chalenges
& auditing brands G
W
17 register OUT R VISIBILTY
C/N VAT
exhonoration X
Appro C/N
customers G
Complaints
Handling (ISO)
C
G
18
19
Reservation agenda
NO oldtimers -
mobilhomes -
american
Mngt ok if RS non sold
by cegeac
WEB : Confirm mail R
Oasis(+print camp)
/History/menu pricing/
maint form (brake
fl + distr + airco)/rust
/fuel add
R
P
-Immediate-
check redo-worry-
unclear items -
noise …
T Planning T
Ford Assist (12)
SARA / ESBOL Y
To be claimed
warranty -
technical file
approval
G
W
Weekly meeting
mecan. & report
T
C
G
20
TODO
Driver - GSM -lang.
Courtesy-repl. Car
Homes service R
preparation orders
(external/warr/int)
& Picking
R
P
First diagnosis
(even if not
planned & when
fully booked) T
Warranty : intro-
rcd-c/n-rate-scrap-
imm return exch..
+ DAWA + RECALL
info Y
Appro c/n
warranties
brands
& c/n subagents
G
W
Scooling (Masters) -
Waste elim - security G
21 Backstage actions
Check possibility to sell
Warranty prolong
R
P
Check
(ext/warr/int)
& ROB T
WIP of ALL
Status Gesdosatl C
G
Appro invoices
tools -consum. -
third party work…
G
W
Accidents : first
analyses + info
customer/fleet.. +
info insurance
22 Home serv - repl cars C
Info add. repairs -
parts orders &
costs estim T
Check promises (date-
time-cost)
&info Ext+INT <T+R>
Prologated
warranty admin Y
Appro
fuel cards G
Calibration
Maintenance tools G
23
Parts -> Job
BO & f/u T
Dig Serv Rec
(Mazda) Y shared mailbox C
Stats (WIP-DOC-KPI
etc) G
24
Repair
& TEST
& Park (&sence) T
Inform job end <T>
SMS or tel <R> INTERNAL
Documents
(conformity …) R Cashier X
Budget plan
& labour rate &
Whats going on
G
W
25
26 Rough capacity system Parts pîcking Foreman DMS
Z (test) plates
(+register) DMS Jobboard DMS gesdosatl Carpass
C
G
Global Mainten
contracts Y
Quality check (Ford)
G
27 Order follow up DMS High tech Order follow up DMS Order follow up DMS Order follow up
Register E-mail
(fleet incl + ford?)
info web reserv.
C
M
Cegeac Lease
OK numbers Y Additional sales ctrl G
28 Support processes Order follow up Parts order & bo Order follow up
Service Mailing
(fleet incl ?)
C
M Clocking control G
29 TIS ROB esbol
Service promo
& PPT
P
G
Efficiency control-
stats G
30 Warranty rules GWE
Open Customer
acounts
G
W
31 Receptionists R
32 a3 printer Pre-cost estim HOW ??! ext warr prolong indication on jobcard ??? Non warranty items = wheel alig - upholst - adjustments Technical issues = ?? Free coffee = pacing element text bloc REDO ISO Cashier RH X
33 isc2525 via find prt Language : where ? Incoming hr in Xpower ?? TODO: conversation skills (cfr customer non verbal comm) Complaint & defect code Repl vehics : locator ESBOL Portals Technical Advisers T
34 New customer : register in advance Repeat visit : track - file Appointm : hangout Repl vehics : locator Non retail : job completed Repl vehics : along side reception ? Warr : scrap > 3mth Shared disks Warranty resp YDC Y
35 New car : register in advance (eurovac.txt:fls)Home service … (See Iso - atm - 41) All promises clearly on workcard Parts -> Job : at the right place Refused leasing : on job Work done : Reprint completd order for non retail ISO Mngt disks Reception Resp CVE C
36 No appointm. vibrations etc in peek SMS day -3 : appointment ../../.. ..:.. Inform parking - service book - km ///att Language + To program TEST: Electr & major mech repairs Inform .. In separate pvc holder Explain work: conversation skills (cfr customer non verbal comm) CVP card Service manager GH G
37 Free repl car if 12.00->12.00 Pre-exam counseler =?= determined counseler ? IN : <IT> : recept GESDOSATL + orders = terminal IN or ASKED Inform Ext + Int : Remark workshop or on order Sticker : web & tel incl http://www.cegeac.be/nl/contact.aspx Major repair : List > 1000€ Pardon Marina M
38 Agenda : 10-15 min / cust / recept -> spread Home service : transport = Technicians ou subcontracted Adapt promised date - hour after info customer http://www.cegeac.be/fr/contact.aspx De Weer Walter W
Warehouse P
WORKSHOP Service blue print
APPOINTMENT CUSTOMER COMES IN REPAIR CUSTOMER COLLECTS CAR
After care
Moments of truth
Workday-3:BOcheckP
Workday-1:SMSinformparking-servbook-km(attlanguage)(notyetok)
Workday-3:orderpreparationP&ctrlTechnadvisor(historyincl)
Workday+1:NoshowcustR
H
H
T
H
Completejob-Invoice-ROB-warranty<T>
Informreceptiondetailsworknotinvoiced<T>
Who
Warr admin : In detail or not ?
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C:wdw_PRIVEWorkshop service blueprint.xls-Blueprint