services marketing courier.......(2)
DESCRIPTION
TRANSCRIPT
Services Marketing
What is a Service Blue print?
Developing a Blue print
Front stage• Line of interaction
Back stage• Line of visibility• Line of internal physical
interaction
Blue print
Act-I
Physical Evidence
Packaging Receipt Sound and Tone of voice Computer Appearance of the Employee Documents Forms Uniform
Customers Calls
CustomersCall centre
Line of Visibility
Greet the customer
Accept the details of the parcel
Check theparcel
---------------Line of Interaction-----------------------------------------------------------------
Packing the parcel
Weighting the parcel
Confirm Date,Time & Place
of delivery
Handing over receipt to the
customer
---------------Line of Internal---------------------------------------------------------------------
FRONT
STAGE
Maintainingrecords
Sending the parcel to the back office
Dispatching the parcel to
the central hub
BACK
STAGE
Contact Person(Visible action)
Physical Interaction
Contact Person(Invisible action)
Blue print
Act-II
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 destinationi.e., the station hubs
Rail Road Air Sea
Blue print
Act-III
Receiving of parcel by the selected mode
of transport to regional hub at the point of
destination
Sorting of the parcel
Distributing the parcel to
the station hub
Van
Delivery to CUSTOMER
Physical Evidence
Confirmation receipt Delivery Van Uniform
Identifying the fail points