18 Questions
What separates activities visible to customers from those that are not?
Line of Visibility
What techniques can be used to plan the service delivery system?
PERT/CPM and Fishbone Analysis
What is the purpose of Fishbone Analysis in service delivery?
To identify problem areas and recover from faulty service outcomes
What can cause customer dissatisfaction in service delivery?
Faulty service outcomes
What is the result of Fishbone Analysis often used for?
To make major changes in the delivery system
What are PERT and CPM used for in service delivery?
To provide a detailed, well-organized plan with control measurement
What is the primary purpose of understanding customer expectations in service delivery?
To plan and deliver the service experience
What is referred to as the 'backstage' aspect of the service delivery system?
Non-visible actions performed by customer-contact employees
What is the primary focus of the 'line of internal interactions' in the universal service map?
Internal processes that produce the service experience
What is the main benefit of diagramming the service delivery system?
Fail-safing the delivery of the service
What is the primary role of support processes in the service delivery system?
Supporting the service delivery process
What is the universal service map primarily used for?
Planning and delivering the service experience
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
What is the main objective of targeting specific problem areas in service delivery systems?
To improve customer satisfaction through proactive service recovery strategies
What is the purpose of forecasting demand in service delivery systems?
To prevent problems from occurring by planning for the anticipated number of guests
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
What is the primary focus of service recovery strategies?
Resolving customer complaints and issues quickly
What is the purpose of Poka-Yokes in the service delivery system?
To prevent mistakes at critical points in the service process
Test your knowledge of service blueprinting components, including onstage and backstage contact-employee actions, and support processes. This quiz covers the essential elements of service blueprinting, a key concept in customer experience and service design.
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