Posted: September 10th, 2015

Visualisation of existing service process

Service Marketing B
this is assignment is Part B and it following for Part A.

your task in part B is to write about weak area or identify service provider Gap. you don’t have to look at all weak area of the business but you may choose 1 or 2 gaps and make you discussion.

In addition,
Use service mapping/blueprinting to visualise the service process and highlight how the identified provider gap impacts on the customer experience. Your map could be informed by you and/or your partner actually experiencing the service gap. Else undertake appropriate research to better understand these gaps and document the research process and key findings. Your map should indicate the different interactions within every ‘touchpoint’ you had during this process. Remember that such interactions occur in service systems, which include:
• physical and/or virtual evidences
• employees
• fellow customers

Based on your service map describe at least one (1) aspect/touchpoint/interaction you think is particularly important to be improved and justify why you think so. Your decision needs to be evidence-based, which means that you need to refer to appropriate service marketing concepts.
Based on your critical analysis, make detailed recommendations. Finally, visualise your recommendations in a revised service map.

Below is structure of the assignment part B: and please put headings for each points and sub headings.

1. Executive summary
2. Visualisation of existing service process including identified provider gap
3. Evaluation of ‘touchpoints’ including interactions with physical and/or virtual evidences, employees, and fellow customers.
4. Justification of particular service area to be improved.
5. Recommendations for service design or new service development.
6. Visualisation of existing service processes including the recommendations
7. References
8. Joint reflections (see page 3 of this document for more details)

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