1. Services and Sales Activity 5 Blueprint
Marie Ernst
José Sánchez
Miguel Ángel Almudéver
Rocío Nebot
Valencia. June,

2. Agenda Blueprinting of our Service Identify failure points
Key Activities of our service
Identification of standards for the service
Specify physical evidence
Identify principal customer actions
Line of interaction
Front-stage actions by customer-contact personnel
Line of visibility
Backstage actions by customer contact personnel
Support processes involving other service personnel
Support processes involving IT
Techniques for improving service productivity

3. 1- Blueprinting

4. 2- Identify Failure Points
Web Page Design
Easy to be Used
Customer Access
PackStation System
Function Requirements
Failures in PackStation
Normal Function Requirements
Damage in Equipment
Customer Service
Failures in communication and treatment

5. 3- Key Activities
Registration: The customer needs to register once to become a user of the PackStation. He will receive a PIN and a smart card for login to the PackStation.
Order a parcel: Common practice is to order parcels from ecommerce retailers; delivery of parcel and message to consignee: Our Service delivers the parcel to the PackStation. Once the delivery is made the consignee receives a message.
Go to PackStation: The consignee can pick up his parcel according to his own schedule.
Login with PIN and smart card: The consignee has to login with his PIN and smart card to receive his parcel.
Collect the parcel.

6. 4- Standards
Employee Handbook: Simple guidelines to follow in order to handle customer inquiries with a method that is consistent with business policies.
Answer the Phone: What will employees say when they answer the phone? Something as simple as "Good afternoon, how may I help you…"
Answering Policy in place to regulate things as answer s in a certain period of time.
Guarantees or Warranties:

7. 5- Specify physical evidence
Hotline & Mail Service
Hard to describe:
Should we consider a mail as something physical?
Could we say that a phone call is a physical evidence?
Other possibilities:
SMS
Letter
Fax…
Let’s assume that a physical evidence is any possibility in communication preventing us from the need to take care of a customer’s claim

8. 6- Identify principal customer actions
Hotline & Mail Service
Hotline & Mail Service
Just like before. By any means of communication…
Sending a mail
A telephone call
SMS
Letter
Fax
…Our customer is going to:
Claim for something that considers to be wrong
Ask for help to start using the service

9. Line of interaction (customers and front-stage personnel)
Hotline & Mail Service
Line of interaction (customers and front-stage personnel)
CUSTOMERS
Related to the shared documents:
Claim / Need for help
Response
Line of interaction
FRONT STAGE PERSONNEL

10. Front-stage actions by customer-contact personnel
Hotline & Mail Service
Front-stage actions by customer-contact personnel
Communication…
Sending a mail
A telephone call
SMS
Letter
Fax
…Our customer is going to:
Claim for something that considers to be wrong
Ask for help to start using the service
…AND WE OWE HIM/HER AN ANSWER AND A SOLUTION

11. Line of visibility (between front stage and backstage)
Hotline & Mail Service
Line of visibility (between front stage and backstage)
FRONT STAGE
Line of visibility
Related to the shared documents on the system:
Customers claims or needs for help
Responses
Resolutions
Any other document related to the subject of the claim or any help the customer needs
BACK STAGE

12. 10- Backstage actions by customer contact personnel
At all points of customer information would reveal a call 900 free of charge by which this could be a 24-hour service to solve any problem.
In this way we can get the customer
perceives that employees are at your
service without interruption.

13. 10- Backstage actions by customer contact personnel
Another action that implant is a service satisfaction survey randomly sent to your that would allow us to perform a service feedback.

14. 11- Support processes involving other service personnel
The staff of the shipping process and collection of the packages shall at all times inform the customer service department any incident occurred so that they will solve it as quickly as possible.

15. 12-Support processes involving IT

16. 13-Techniques for improving service productivity
Improving productivity is obtained innovating:
Technology
Organization
Human Resources
Industrial relations
Working conditions
Quality

17. 13-Techniques for improving service productivity
To increase our productivity will implement a GPS system to the entire fleet of vehicles to optimize the service, lowering costs and providing faster customer delivery.

18. 13-Techniques for improving service productivity
Implant a quality system as the hallmark of AENOR