Service Blueprinting Components

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What separates activities visible to customers from those that are not?

Line of Guest Interaction
Line of Service Delivery
Line of Customer Interaction
Line of Visibility (correct)

What techniques can be used to plan the service delivery system?

PERT/CPM and Fishbone Analysis (correct)
Fishbone Analysis and Project Evaluation
PERT and Critical Path Method
Line of Visibility and Line of Guest Interaction

What is the purpose of Fishbone Analysis in service delivery?

To measure customer satisfaction
To evaluate employee performance
To identify problem areas and recover from faulty service outcomes (correct)
To plan the service delivery system

What can cause customer dissatisfaction in service delivery?

Faulty service outcomes (D) Signup and view all the answers

What is the result of Fishbone Analysis often used for?

To make major changes in the delivery system (D) Signup and view all the answers

What are PERT and CPM used for in service delivery?

To provide a detailed, well-organized plan with control measurement (C) Signup and view all the answers

What is the primary purpose of understanding customer expectations in service delivery?

To plan and deliver the service experience (A) Signup and view all the answers

What is referred to as the 'backstage' aspect of the service delivery system?

Non-visible actions performed by customer-contact employees (A) Signup and view all the answers

What is the primary focus of the 'line of internal interactions' in the universal service map?

Internal processes that produce the service experience (A) Signup and view all the answers

What is the main benefit of diagramming the service delivery system?

Fail-safing the delivery of the service (C) Signup and view all the answers

What is the primary role of support processes in the service delivery system?

Supporting the service delivery process (D) Signup and view all the answers

What is the universal service map primarily used for?

Planning and delivering the service experience (C) Signup and view all the answers

What is the primary goal of planning the service delivery system in terms of waiting for service?

To keep the wait as short as possible by planning for and building the appropriate capacity (A) Signup and view all the answers

What is the main objective of targeting specific problem areas in service delivery systems?

To improve customer satisfaction through proactive service recovery strategies (C) Signup and view all the answers

What is the purpose of forecasting demand in service delivery systems?

To prevent problems from occurring by planning for the anticipated number of guests (D) Signup and view all the answers

What is the role of Quality Teams in the service delivery system?

To inspect the system for possible failure points and develop means to prevent mistakes (A) Signup and view all the answers

What is the primary focus of service recovery strategies?

Resolving customer complaints and issues quickly (B) Signup and view all the answers

What is the purpose of Poka-Yokes in the service delivery system?

To prevent mistakes at critical points in the service process (A) Signup and view all the answers