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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
On-stage contact person action
Help desk assistant
Help desk assistant
Listen and understand the problem
Consultation Registration
Back stage contact person action
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
Line of internal interaction
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
On-stage contact person action
Help to board the bus
Collect stipulated fare and provide ticket
Public address about the stoppages
Help to get down from the bus
Back stage contact person action
Support staff
Driver
Line of interaction
Line of visibility
Line of internal interaction
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
On-stage contact person action
Ask requirements and give information
Registration, allocation of ID, receive draft, provide receipt
Take classes, clear doubts
Provide study material
Evaluation Consultation
Back stage contact person action
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
Line of internal interaction