services marketing courier.......(2)

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