Service Blueprint

• 10 or more critical incidences

• High customer interaction

• Frequency of interaction used to make customer feel forward progress of motion

• Cheerful and helpful employee tone and mood

Homogeneity

• Maintaining service homogeneity

• Peak business hours reduce level of employee interaction

• Type 1 Failures: Customer expectation of speedy and available service

• Type 2 Failures: Food requests not being properly fulfilled

Solutions

• Do rounds in a loop form rather than a “casual sweep”

• Make more waitresses available at peak business hours

• Further than just an apology and food replacement, add a coupon as an further form of recovering from type 2 service failures