Services Blueprint: Express Mail Delivery

Copyright Bitner & Ostrom 2005

TruckPackaging

FormsHand-held Computer

Uniform

TruckPackaging

FormsHand-held Computer

Uniform

Consumer Service Order

Unload & Sort

Consumer Gives Packages

ReceivesPackage

Driver picks up package

Fly toDestination

Airport Receives &

LoadsDispatch Driver

Consumer Calls

Load on Truck

Deliver Package

Fly to SortCenter

Sort Packages

Load onAirplane

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