The paper "Service Blueprinting - Spotless Service Company " is a perfect example of a marketing assignment. Spotless is a service company that deals in dry cleaning activities. The organization delivers different dry cleaning services to numerous and organizations in Australia and New Zealand (Watkins, 1985). The targeted areas include catering and hospitality, cleaning services, facility management, cleaning grounds and gardens, laundry, maintenance, security services and waste management. Service blueprinting this company is essential since it will not only assist in planning for the organization, considering the need to expand to other markets but also help in the development of new ideas while providing potential and actual customers with a service cycle overview (Reid & Bojanic, 2010). Service blueprinting of Spotless Company will graphically outline services, processes and activities considering that there is a need to understand how the company integrates different services within its management.
Through service blueprinting, it will be easier to have a visual perspective of the service development process (Reid & Bojanic, 2010). This is inclusive of the contact point between the customers and the companies. It will also help in identifying points of failure while discovering possible areas of innovation to enable the company to progress in the competitive market (Saffer, 2010).
Service blueprinting of Spotless Company will ease the identification of cost-saving techniques that the company can potentially use to ensure the development of an excellent base for additional service-process management (Watkins, 1985). Describe three key elements of physical evidence revealed in the blueprint and discuss how they influence the customer’ s experience Employees, employee dresses and tools and equipment used in service delivery are the key elements of physical evidence that are revealed in the blueprint.
Employees of the company form an essential group of individuals who have close contact with clients of the company (Lush et al, 2009). Employees engage in direct interaction with customers who request for services by addressing the problems according to the interest of the customer (Frauendorf, 2006). In situations where clients feel dissatisfied by the efforts of the company, he or she has a responsibility of reporting to the management, who also form part of the employees. In addition, high standards of employee services will influence the perceptions of the employees considering that there is a high chance of the customer requesting for more services if the previous services were successful (Reid & Bojanic, 2010).
Proper customer relations are also created by the interactions between employees and clients. A successful interaction helps in building mutual relationships between clients and the employees and this, in turn, translates into a positive reputation of the organization in the public domain (Roetzer, 2012). Employees’ dresses are also formed as part of the essential elements of physical evidence. The dressing is a reflection of the image of the company considering that dresses can be used for branding an organization.
In addition, the roles performed by employees when in their uniforms also help in allocating responsibilities as this is an indication of readiness to execute a duty (Frauendorf, 2006). The time and place where the dresses are used will also inform the levels of discipline and knowledge concerning the execution of a specific role during service provision.
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