Blueprint of few services

Blue Print

• Abhishek Datta (36)• Amartya Ghosal (12)• Ashish Kumar (52)• Ayan Ghosh (44)• Indranil Bhattacharyya (1)• Saikat Chakraborty (21)

TECHNICAL

Physical Evidence

Ambience, security, cleanliness, signboard, temperature of the room

Receptionist, uniform, behavior

Waiting lounge, seating arrangement, TV, magazines, newspapers, refreshments

Seats, behavior, cleanliness, equipments, uniform

Bill, desk, cashier, products

Customer Activities

Arrive at the saloon

Talk to the receptionist

Wait if required State the requirements and avail the service

Pay and leave

On-stage contact person action

Greet and open door

Fix appointments Provide refreshments

Listen and understand customer requirements

Ease of payment

Consultation Greet

Grooming

Back stage contact person action

Inform the expert Prepare refreshments

Inform about the product consulted

Pack the product

Support staff

Registration system Vending machine

Cleaning equipments and place

Line of interaction

Line of internal interaction

Line of visibility

FUNCTIONAL

Physical Evidence

Ambience, cleanliness, temperature of the room, advertisements, TV

Forms, contact person, uniform

Vending machine

Waiting lounge, seating arrangement, products, magazines, ambience, water cooler

LCD monitor, 8 segment display

Contact person, uniform, behavior

Contact person Standby handset, acknowledgement receipt, battery, sim card

Customer Activities

Arrive at the store

Collect and fill up the form

Submit the form and receive token

Wait for your turn

Approach to the assigned counter

State the problem

Receive information about solution, cost, time required, damaged parts and warranty period

Surrender the handset, receive the standby handset, acknowledgement form, battery and sim card


Help desk assistant

Help desk assistant

Listen and understand the problem

Consultation Registration


Make the forms available

Transfer the information to the customer service desk

Display assigned token number

Upfront information about the solution and refer to the technician and get recommended solution

Support staff

Technical staff Registration system

Line of interaction

Line of visibility


KOLKATA BUS SERVICE

COST EFFECTIVE

Physical Evidence

Type of the bus and bus number

Door space, condition of the bus, availability of seats

Condition of seats, foot space

Conductor, tickets, uniform

Conductor Door space

Customer Activities

Wait for the bus

Get into the bus

Travel Take a seat Buy ticket Get information about destination

Reach destination and leave


Help to board the bus

Collect stipulated fare and provide ticket

Public address about the stoppages

Help to get down from the bus


Support staff

Driver

Line of interaction

Line of visibility


CUSTOMIZATION

Physical Evidence

Infrastructure, cleanliness, number of students, ambience, advertisements

Receptionist, behavior, desk, pamphlets

Forms Infrastructure, faculty, other students, equipments, teaching staffs

Study material Questions, equipments, invigilator

Books, online library

Consultant

Customer Activities

Appear into the centre

Get the information

Enroll to the course

Attend classes

Get study material

Appear for tests

Access library

Get information about colleges, examinations and jobs


Ask requirements and give information

Registration, allocation of ID, receive draft, provide receipt

Take classes, clear doubts

Provide study material

Evaluation Consultation


Gets the classroom ready for the class

Prepare questions, checking answers and giving notes

Make database about colleges, course structure, fees, cut-offs, examination date, syllabus, jobs

Support staff

Provide teaching aids

Preparation of study materials

IT support

Maintenance staff

IT support

Line of interaction

Line of visibility


Blueprint of few services

Documents

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