Service blueprinting Essay Example

Service blueprinting Essay Example Service blueprinting Essay Service blueprinting Essay Group Fernando Simoom Group Fernando Simoom noticed that they had some inefficiencies at one of their dealerships. When they took a closer look they found out that only 60% of the jobs were finished on time. In terms of value-creation for the customer It Is clear that this has to Improve. If they took a look to the value-creation for the company their biggest struggle was that there was only value-creation during 40% of their paid work. To solve these problems SGF decided to make a Service Blueprint. This Is a model that ascribes the nature and the characteristics of the service Interaction. The process of the customer is the most Important and everything of the service blueprint Is build around this. The emphasis Lies on the customer experience. Making a blueprint can lead to some Important Insights. Firstly It provides you a platform that shows you how your company Is working on the level of services. It makes clear to every employee what his role In the process Is. It also makes It easier to deliberate with your co- workers. Another advantage is that everyone in De company can see how the customer experiences the process. By comparing the as is Service Blueprint with the blueprint of what you want to achieve you can see the adaptations that need to be made. The moments of truth become visible and show you at which points during the process it is very important to be committed with your customer. The service blueprint of SGF shows that a lot of things can be improved. A first problem is that the front-office workers have no idea what the problem with the car might be. This ensures that when the porter brings the car to the technician he has to determine he problem, then he has to inform the front-office worker who has to call the customer to ask if the technician may repair the car. In the mean time the porter brings the car back to the car storage so the technician can work on another car while waiting on the response of the front-office worker. This is a serious waste of time. A possible solution for this might be that the front-office worker gets a training so that he already can determine the problem. By doing this the front-office worker also doesnt have to wait to order the needed components. Another problem is the eating time of the customer. When he arrives and he asks for a loaner car he has to Walt a while. To eliminate this, the front-office worker can ask the customer if he will need a loaner car when he calls for an appointment. In this way the porter can ensure that the loaner car is ready when the customer arrives. By providing an online platform to make your appointment we can reduce the work of the front-office worker. You can also adapt some little things that can make a huge deference for your customers. For example to make the walling process more pleasant you can offer a room with a nice set-up where customers can Walt and drink a cup a coffee. To Improve the process It might be a good Idea for SGF to do a customer survey. By doing this It will become clear which other things that can be Improved. Service blueprinting By Solids dealerships. When they took a closer look they found out that only 60% of the Jobs were finished on time. In terms of value-creation for the customer it is clear that this has to improve. If they took a look to the value-creation for the company their biggest love these problems SGF decided to make a Service Blueprint. This is a model that describes the nature and the characteristics of the service interaction. The process of the customer is the most important and everything of the service blueprint is build around this. The emphasis lies on the customer experience. Making a blueprint can lead to some important insights. Firstly it provides you a platform that shows you how your company is working on the level of services. It makes clear to every employee what his role in the process is. It also makes it easier to deliberate with your co- also doesnt have to wait to order the needed components. Another problem is the wait a while. To eliminate this, the front-office worker can ask the customer if he will worker. You can also adapt some little things that can make a huge difference for your customers. For example to make the waiting process more pleasant you can offer a room with a nice set-up where customers can wait and drink a cup a coffee. To improve the process it might be a good idea for SGF to do a customer survey. By doing this it will become clear which other things that can be improved.