Service Marketing MGT516 Assignment 3 & 4 PDF

SERVICE MARKETING MGT516 ASSIGNMENT 3 & 4 BBA-5D SUBMITTED BY: Mashaal Tariq FA22-BBA-169 M. Danish Koreja FA22-BBA-195 Maria Zafar Iqbal FA22-BBA-163 Usman Waheed Larik FA22-BBA-319 M. Mahad Alam FA22-BBA...

SERVICE MARKETING MGT516 ASSIGNMENT 3 & 4 BBA-5D SUBMITTED BY: Mashaal Tariq FA22-BBA-169 M. Danish Koreja FA22-BBA-195 Maria Zafar Iqbal FA22-BBA-163 Usman Waheed Larik FA22-BBA-319 M. Mahad Alam FA22-BBA-206 Submitted To: Sir Ayyaz Reshi Submitted On: 11 Dec,2024  1. INTRODUCTION: Insight Vista is how professionals in real time and entrepreneurs share information and network. Just imagine attending an event as an individual where you don't have to waste your time in identifying people or making a very embarrassing introduction, by the help of Insight Vista that uses the latest smart glass and hologram technologies for easier and more meaningful networking; you can make a better impression. These smart glasses enables easy ways of connecting with the right people by displaying other guests' profiles and credentials in real time. This is basically like the app “LinkedIn” but in real time and “three dimensions”. Obviously, for a futuristic concept like this one, a service blueprint is needed. It could be considered as a roadmap that shows how everything is in the background or “behind the scenes”, basically in what way does the consumers interact with the service. The main purpose and aim of the blueprint is to ensure that every little detail about Insight Vista is well executed by observing how consumers will interact with smart glasses. Simultaneously, it is also important to keep in mind that the operation’s smoothness is not the only part that needs to be kept going but also to ensure the improvement of the customer’s experience and also make sure the clients want to come back for re-purchase of the products additionally show interest in the future products. 2. IDENTIFICATION OF SERVICE PROCESSES: Main Processes and Detailed Activities for INSIGHT VISTA: 1.CUSTOMER ARRIVAL AND THE ONBOARDING Description:  The process basically welcomes the customers and prepares them to use the service facilities, and it also involves verifying registrations orienting customers to the venue and setting them with the tools. The detailed activities are given below. welcoming of the customers at the venue and then confirming their attendance verifying customer registration and even details. For example, the bookings and the confirmations, etc. Giving them a quick orientation or a tutorial for using smart classes in holographic technology. Lastly handing them over the smart glasses and verifying the payment and using it to instructions. 2.THE NETWORKING AND INTERACTION Description: This is the core service where the customers interact with others using smart glasses to enhance their networking. Detailed activities: The customers wear smart glasses and explore the venue. Identifying the individuals through documented displays. For example, their designations, the company details or their credentials. Meaningful discussions and connections with selected individuals because of the glasses. Accessing the additional event information or the calenders that are displayed on the smart glasses. 3.EVENT-BASED ACTIVITIES Description: The customized activities designed for each event to enhance customer experience and involvement. Detailed activities.  Hologram technology is used for presenting presentations and virtual participation by remote attendees. Joining the networking parts or breakout sessions as indicated by the smart classes. Engaging in the personalized activities for networking opportunities, for example, one-on-one meetings or group collaborations, which are based on interest pre-registered by the customers. 4.FEEDBACK AND CONCLUSIONS Description: This is the final stage of service delivery and ensure that the customer feedback is gathered, and the equipment is prepared for future use as well. Detailed activities. Collection of feedback through digital service or verbal input or feedback kiosks. Returning smart glasses, with proper sanitizing and also restocked for the next use. Sometimes providing a brief summary or insight from the customer’s networking engagement, for example people that meet or follow up recommendations. 3. Categorization of Process and activities: Front-Stage Activities (Customer-Facing, Visible): 1. Security check in: Guests are checked through metal detectors and whether their name is on the guest list. 2. Meeting the Receptionist: Guests are guided to the main reception upon entrance and where in the receptionist checks the system and guides the guests to their designated meeting room.  3. Giving them option to purchase smart glasses subscription: An employee on the meeting Room entrance will ask the guests weather they wish to avail smart glasses usage privileges for the meeting. 4. Guiding guests through subscription process: Guests will be taken to the rack of glasses, wherein employee will guide them about the charges per usage and method of scanning barcode to avail their usage. 5. Ensuring all facilities are provided: prior to the commencement of the meeting, the manager will ensure that all electronics are available that the guests requested for. 6. Returning of the glasses: Once the session time ends, guests are guided on how to place back the glasses and escorted outside via a specific exist door by employees. 7. Refreshments: Refreshments are delivered at regular intervals as per requested by organizers prior to the session. 8. Query management: two employees per meeting room are always available for any concern that the guests might have on how to use the 3D projector, smart glasses etc. Back-Stage Activities (Internal, Invisible): 1. IT department receives a booking: The IT department normally receives a booking for a specific date and time, which they forward to customer service department. 2.Customer service contacts the interested customer: They call the person who filled the online form to confirm details, such as payments, charges, necessary electronics needed, sitting plan and guests' numbers etc. and decide a day on in person meeting. 3.In person meeting with the customer: Herein the team signs a contract with the customer ensuring a promise for services, terms and policies for damages etc. , payment guarantee etc..  4. Customer service sends details to operations team: Operations manager receives details about the booking, details about the guests and accordingly sets the sitting plan, required number and type of electronics, decides the number of staff needed and designates the food department to cater to food requirements accordingly. 5. Supply chain management: The operations team ensures all necessary materials are present in inventory after the customer has signed the contract and the meeting is progressing. Support Processes (Supporting Systems): 1. Employee management: Security staff is designated based on the importance of guests and the amount they're willing to pay for security. 2. Extra food orders: caterers continue to provide food for extra orders noting them on the tabs. 3. Generators functionality: Operations team checks repeatedly wether the generators are working during the meeting. 4. Hardware malfunction avoidance: IT team constantly monitors software to avoid conflicts, checking data of guests received from the customer constantly and updating it to avoid confusion. 5. Sanitary staff: Constantly makes rotations to ensure hygienic and clean environment. 4. Identification of Physical Evidence: Physical evidence for each process: 1. Customer Arrival and Onboarding − Staff uniform − Building/Venue Decorations and signs − Sitting areas  − Registration Desks, Computers for booking verification and barcode payment system − Printed bill & receipt − Tutorial Guide and orientation materials − Glasses Rack & barcode scanner − Smart Glasses 2. Networking & Interaction − Smart Glasses with holographic AR displaying names & designation − Venue Layout − Display screens and holographic booths for personalized meetings 3. Event Based Activities − Holographic projectors/Hologram Technology − Designated Breakout areas − Activity Stations 4. Feedback & Conclusions − Feedback cards/kiosks − Sanitizing Liquid/Spray − Printed & digital summary reports 5.BLUEPRINT OF INSIGTH VISTA: