blue print of ku's cafateria
TRANSCRIPT
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Welcome Service Blueprint of cafeteria of
Khulna University
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Group 3
Arna Banerjee 120324
Niaz Bhuian 120354
Memosha Mausak Rahman 120352
Sumona Hossain120336
Priyanka Hui Chowdhury 120316
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Content • About Service & Service Blueprint• Khulna University cafeteria• Anatomy Of service Blueprint• Cafeteria’s Service Blueprint• Point of failures • Solutions • Cafeteria’s New Service Blueprint
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Service & Service Blueprint Services are deeds, processes, and
performances. Service blueprint is a tool for
simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
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Components of service Blueprint• Physical evidence• Customer Action• Line of interaction• Onstage contact employee actions• Line of visibility• Backstage contact employee actions• Line of Internal interaction• Support processes
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Building a service blueprint
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Benefits• Provides an overview• Identifies fail points and reveals the areas
requiring improvement• Improve Quality• Stimulates strategic discussion• Identify and assess cost revenue & capital• Facilitates Top down bottom up approach
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Khulna University cafeteria• Capital almost 3.5lac• Available foods: rice, fish, meat,
egg, Parata, dal, samucha, singara, noodles, vegetable rolls, egg chop, tea, beverage, ice cream• Reasonable price
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Service Blue Print of Cafeteria of Khulna University
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Analysis Of Service Blueprint
Physical evidence• Entrance & Exit• Seating Arrangements• Counter • Manu• Food Meat safe• Food delivery Window• Balcony
Customer Actions • Arrive at the café• Go to the counter• Order Food • Pay the Bill• Consume Food • Leave
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Analysis Of Service Blueprint• Line of interaction
• Communicate with customers• Get to know customers• Identifies needs &
Wants
Onstage employee Action • Take the order • Meet needs• collect bills, • serve & deliver foods• collect the use dishes for
cleaning
Line of VisibilityInternal Activities • Food processing • Maintenance
process
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Analysis Of Service BlueprintBackstage contact employee actions• Take order• Bring prepared Food
Line of internal interaction• Employee Interactions• Exchange instructions
Support process• Storage & processing
work• Food Processing• Prepare for next order
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Service FailureWhen customer expectations does not match with the ongoing service process, it is called Service failure.
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KU Cafeteria Service Fail PointsQuality of foodPrice Time consumingMismanagementLack of variation
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KU Cafeteria Service Fail Points
EnvironmentLess interactionLack of physical evidenceInefficiencyAbsence of Emotional Care
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Online System Installation
Online reservation
Physical system reformation
Employee interaction
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Solutions Proactive stage
Pricing
Hygienic factor
Emotional factors
Performance standard
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Analysis of New Blueprint of Khulna University Cafeteria
• Physical Evidence• Constitutes of online
reservation• seating square shape• menu• order counter • cash counter• balcony and• exit & entry
Customer Action• order food online or
go to the• order counter
directly,• pay bill using cash• cards or take token,• collect food from the
window, • stay or leave after
food consumption
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Analysis of New Blueprint of Khulna University Cafeteria• Line of Interaction
More focus on the students and employees and emphasize on their preferences.
• Onstage employee interaction interaction will be reduced by
introducing technology, more active employees for smooth service• Line of visibility
Separates the onstage from the backstage actions
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Analysis of New Blueprint of Khulna University Cafeteria• Backstage contact employee interaction more backstage contact employees in the
rush hour• Line of Internal Interaction Separates the contact employees from the processing employee. • Support Process performs perform the support activities like
washing, cleaning, chopping, processing & cooking.
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Questions ??????