Question 2: Blueprint of a Bank

Prepare a blueprint for a service with which you are familiar

Physica
l
Eviden

Custo
mer
Actions

Bank
Entran
ce &
Parkin
g

Unifor
m of
Securi
ty

Inquir
y
Desk

Automat
ed Token
Machine

Form
collectio
n area

Arrive
at the
Bank

Secur
ity
Check

Inquir
y at
the
Front
Desk

Collecti
ng
Token
Numbe
r

Collect
ing
the
requir
ed

Waiti
ng
area

Waiti
ng
for
your
numb

Cash
Count
er

Collecti
ng the
Cash or
solving
the
proble

Line of Interaction

Contact
Person
(visible
actions)

Inquiry
about
the
process

Generat
ing
Token
Number

Filling
the
form
as per
the
guideli
nes
and

Can
reque
st for
water
if
need

Counti
ng the
Money

Line of Visibility

Automa
ted
Machin
e

Contact
Person
(Invisibl
e
actions)

Lockers
and
Money
Countin
g
Machin

Line of Internal
IT & Physical Interaction
Support
Process
es

Databas
e Team

Pantry
Staf

Exi
t

(a) The tangible cues or indicators of quality from the customers

perspective, considering the line of visibility

The person sitting at the Inquiry Counter solving customers queries and
also providing them the needed information. But the person should be
able to provide the information to the customer quickly with the cons.
Automated Machine is also a Tangible cues of quality for the customer as
by that the customer does not have to wait in the queue and can wait for
his number by sitting in the waiting area.

(b)Whether all steps in the process are necessary

No, all steps are not necessary
Security Check can be avoided
No Inquiry Desk, but posters and flyers with required information
(c) The extent to which standardization is possible and advisable
throughout the process
Parking Area Management
Automated Machine Maintenance (Passbook Printing and Token
Machines)
Database updates
Money Counting Machine Proper Display

(d)The location of potential fail points and how they could be designed
out of the process and what service recovery procedures could be
introduced.
Security check might consumer more time of the customer, so it
should be avoided
Account balance information should be provided to the customer in
hardly 2 minutes of time.
Forms should be placed properly and in sufficient quantity, to avoid
waiting time of the customer.
Providing water service to the customer should be quick, maximum 2
minutes
There should be enough waiting area, So that the customer does not
have to stand and wait for hours for his chance to come.
(e) The potential measures of process performance
Automated Machines
Attaining the Customer quickly