Welcome
Service Blueprint of cafeteria of
Khulna University
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Group 3
Priyanka Hui Chowdhury
120316
Arna Banerjee
120324
Sumona Hossain
120336
Memosha Mausak Rahman
120352
Niaz Bhuian
120354
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Content
• About Service & Service Blueprint
• Khulna University cafeteria
• Anatomy Of service Blueprint
• Cafeteria’s Service Blueprint
• Point of failures
• Solutions
• Cafeteria’s New Service Blueprint
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Service & Service Blueprint
Services are deeds, processes, and
performances.
Service blueprint is a tool for
simultaneously depicting the service
process, the points of customer
contact, and the evidence of service
from the customer’s point of view.
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Components of service Blueprint
• Physical evidence
• Customer Action
• Line of interaction
• Onstage contact employee actions
• Line of visibility
• Backstage contact employee actions
• Line of Internal interaction
• Support processes
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Building a service blueprint
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Benefits
• Provides an overview
• Identifies fail points and reveals the areas requiring
improvement
• Improve Quality
• Stimulates strategic discussion
• Identify and assess cost revenue & capital
• Facilitates Top down bottom up approach
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Khulna University cafeteria
• Capital almost 3.5lac
• Available foods: rice, fish, meat, egg,
Parata, dal, samucha, singara, noodles,
vegetable rolls, egg chop, tea, beverage,
ice cream
• Reasonable price
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Service Blue Print of Cafeteria of Khulna University
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Analysis Of Service Blueprint
Physical evidence
• Entrance & Exit
• Seating Arrangements Customer Actions
• Counter •Arrive at the café
• Manu •Go to the counter
• Food Meat safe •Order Food
• Food delivery Window
•Pay the Bill
• Balcony
•Consume Food
•Leave
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Analysis Of Service Blueprint
• Line of interaction Onstage employee Action Line of Visibility
• Communicate with • Take the order Internal Activities
customers • Meet needs • Food processing
• Get to know • collect bills, • Maintenance
customers • serve & deliver foods process
• Identifies needs & • collect the use dishes for
Wants
cleaning
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Analysis Of Service Blueprint
Backstage contact
employee actions
• Take order
• Bring prepared Food
Line of internal
interaction
• Employee Interactions
• Exchange instructions
Support process
• Storage & processing
work
• Food Processing
• Prepare for next order
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Service Failure
When customer expectations does not match with the ongoing
service process, it is called Service failure.
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KU Cafeteria Service Fail Points
Quality of food
Price
Time consuming
Mismanagement
Lack of variation
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KU Cafeteria Service Fail Points
Environment
Less interaction
Lack of physical evidence
Inefficiency
Absence of Emotional Care
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Online System Installation
Online reservation
Physical system reformation
Employee interaction
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Solutions
Proactive stage
Pricing
Hygienic factor
Emotional factors
Performance standard
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Analysis of New Blueprint of Khulna University Cafeteria
• Physical Evidence
• Constitutes of online
reservation Customer Action
• seating square shape • order food online or go to the
• menu • order counter directly,
• order counter • pay bill using cash
• cash counter • cards or take token,
• balcony and • collect food from the window,
• stay or leave after food
• exit & entry
consumption
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Analysis of New Blueprint of Khulna
University Cafeteria
• Line of Interaction
More focus on the students and employees and
emphasize on their preferences.
• Onstage employee interaction
interaction will be reduced by introducing
technology, more active employees for smooth
service
• Line of visibility
Separates the onstage from the backstage actions
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Analysis of New Blueprint of Khulna University
Cafeteria
• Backstage contact employee interaction
more backstage contact employees in the rush hour
• Line of Internal Interaction
Separates the contact employees from the processing
employee.
• Support Process
performs perform the support activities like washing,
cleaning, chopping, processing & cooking.
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Questions ??????
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