The service quality of Yuan-Tsui~ Final report

Professor: Dr. James StanworthThe group names:

4900F007 Wendy

4900F041 Amy

4900F043 Jessica

4900F058 Joyce

Date: May 27 2005

Section

1.0 Introduction 2.0 Aims 3.0 Method 4.0 Findings 5.0 Conclusions and

recommendations

1.0 Introduction- Service blueprints (the flowchart)

Service design is a complex task requires an understanding of how the core and supplementary services are combined to create a product offering that meets the needs of target customers.

To develop a blueprint, we need to be able to identify all of the key activities involved the front stage and the back stage.

And we analyze the blueprint, managers are often able to identify potential fail points in the service delivery process where there is a significant risk of problems that can hurt service quality.

1.0 Introduction- Flower of service

Core product Facilitating supplementary services Information Order taking Billing Payment

Enhancing supplementary services Consultation Hospitality Safekeeping Exceptions

1.0 Introduction- The cycle of service

The feeling we entered and purchased the product in Yuan-Tsui, and understand the process of the service they provide.

As customers we think about service “a moment of truth” at a time. A moment of truth is the point where customers come into contact with service employees.

Understand if the service of Y-T provided that make customers satisfy.

We made this cycle of service in order to let the manager of Y-T know which steps need to improve.

1.0 Introduction- Yuan-Tsui bread store

Established since 2000

Located opposite to Kun-Shan University

Target customers: Students & Teachers

They aim at nutrition, practicing hygiene and good quality.

2.0 Aims

Design the cycle of the service in order

Understand which step the customer dissatisfy, the manager could base on this problem to improve.

Design the blueprint

Analyzing existing services and planning new ones, understand the process between the front stage and the backstage then identify potential fail points.

Understand the definition of the core product, the facilitating service and the enhancing service. (The flower of the service)

Combining the cycle of the service, the blueprint and the flower of the service, we find the fail points and give some suggestions.

3.0 Method

Step1. Read the midterm project again Step2. We interview the manager of Yuan-Tsui Step3. Design the cycle of service Step4. Design the flower of service Step5. Design the blueprint Step6. Discuss with our supervisor, Dr. Stanworth. Step7. Design the cycle of service again Step8. Design the blueprint again. Step9. Design a new flower of service. Step10. Link our midterm report, the cycle of service and the blueprint. Step11. Think some conclusions and suggestions. Step12. Write report and prepare presentation

4.0 Finding-The cycle of the service

Cycle of service

Finding the

parking lot.

Enter Yuan-Tsui. .

Take the serving trays and tongs.

See many breads, it

looks delicious.

Chose the variety of the bread.

See the special price

of the product in the

porter.

The staff put the bread on

the shelf but they didn’t have

good attitude to say “Excuse

me.”

Customerasks the price of the bread, the attitude of the staff is normally conversation.

Customer decides which bread they want to buy.

Customer walk to the counter. The path is too narrow.

The staff ask do we need to cut the bread.

The staff pack and notify the price to customer at the same time.

Customer pay by

cash, the staff give the

right change back.

Depart. The path is narrow.

4.0 Finding- Flower of services-1 The facilitating services Information

Advertisement: Poster. (Posts on the door.) Send out DM Establish their own website. Word of mouth (By friends and family.) Matching community and school’s activities catch customers’ eyes.

Price ticket and opening hours can print it on the paper by the computer. Order taking

Order cakes and lunch pail. Billing

The staff will calculate and notify the price as customer purchase. Payment

Customers check the price as staff said, then pay and take the receipt.

4.0 Finding- Flower of services-2 Enhancing supplementary services Consultation 1. Customers can ask any information to staff. For example: the ingredient.

Hospitality 1. Say “Welcome” and “Please come back again ” with smile. 2. Ask the demand of the customers proactively.

Safekeeping 1.Y-T has good reputation on the products, customers feel safe to eat and have confidence to Yuan-Tsui. 2.Y-T could mark the direction of the safety exit. ( If there was a fire.)

Exceptions 1.Promote special price when there is a Mother’s Day, or other festival days. 2.Promote special price or discount before half hour Y-T close. 3.Accumul

ate the price customers buy with a card.

4.0 Finding-The blueprint

We will show you on those pieces of the

paper.

5.0 Conclusions and recommendations

F1: Y-T doesn’t provide the parking lot. 1. Find a new space for customers to park and hire a

person who takes care of the vehicle.

F2: The exterior of the building in Y-T is gray.

1. The building exterior needs to be bright.

F3 : It doesn’t provide freely flowing path. 1. Designs a new door to exit and the old door to enter. 2. Redesigns a new fresh bread store. 3. Designs a little space that could put customers’

umbrellas when it rains.

F4 : Yuan-Tsui doesn’t provide the right eating date due.

1. The staff could put any information, and print it by computer.

F5 : The price is not clear and reasonable. 1. The discount ticket

2. Promote by season.

3. Some discount before Y-T close.

F6 : The staff don’t ask the demand of customers proactively.

1. Improve the training of the staff,

2. Vote election to chose the best staff.

3. Recruit and select people

Thank you for listening.