Blue print of KU's cafateria

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Welcome Service Blueprint of cafeteria of

Khulna University

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Group 3

Arna Banerjee 120324

Niaz Bhuian 120354

Memosha Mausak Rahman 120352

Sumona Hossain120336

Priyanka Hui Chowdhury 120316

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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• Counter • Manu• Food Meat safe• Food delivery Window• Balcony

Customer Actions • Arrive at the café• Go to the counter• Order Food • Pay the Bill• Consume Food • Leave

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Analysis Of Service Blueprint• Line of interaction

• Communicate with customers• Get to know customers• Identifies needs &

Wants

Onstage employee Action • Take the order • Meet needs• collect bills, • serve & deliver foods• collect the use dishes for

cleaning

Line of VisibilityInternal Activities • Food processing • Maintenance

process

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Analysis Of Service BlueprintBackstage 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 FailureWhen customer expectations does not match with the ongoing service process, it is called Service failure.

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KU Cafeteria Service Fail PointsQuality of foodPrice Time consumingMismanagementLack of variation

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KU Cafeteria Service Fail Points

EnvironmentLess interactionLack of physical evidenceInefficiencyAbsence 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• seating square shape• menu• order counter • cash counter• balcony and• exit & entry

Customer Action• order food online or

go to the• order counter

directly,• pay bill using cash• cards or take token,• collect food from the

window, • stay or leave after

food 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 ??????