Choose a service organization of your choice and answer the following questions.
(1) Describe why you choose this particular organization to blueprint;
(2) Describe three key elements of physical evidence revealed in the blueprint (photos/images of these elements should be included in the visual portion of the blueprint) and discuss how they influence the customer’s experience;
(3) Identify, number, and describe three potential fail points (points in the process where problems may occur) and/or bottlenecks (points in the process where backups or slow delivery may occur);
(4) Suggest possible solutions/alternatives to address these (potential) problem areas;
(5) Discuss how a service blueprint might be used in each of the following areas in your chosen organization: marketing, human resource management, and operations;
(6) Discuss what was learned in doing this assignment and how it could be applied in the real business world.
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