1.

Service blueprint:

When a building is developed , the design Is captured on architectural

drawings called blueprint, because the reproduction is printed on special
paper creating ble lines. These blueprints shows what the product should
look like and all the specifications needed for its manufacture.

2. Product line Approach:

• Limited discretionary action of personnel

• Division of labour

• Substitution of technology for people

• Service standardization

3. Drawbacks of cust participation

When customers fail to perform their required tasks successfully, employees may find it hard or
even impossible to deliver desired outcomes.

Some service organizations fail to educate their customers on how to effectively participate in the
service system. As a result, these unknowledgeable customers may slow down the service process
leading them to feel less satisfied with the service.

4. Customer value eqn

Value = results produced for the customer+ process quality/ price to the customer + cost of
acquiring the service

5. Quality

Customer-Based - Fitness for use, meeting customer expectations.

Manufacturing-Based - Having no defects.

6. Service encounter

A service encounter is a period of time during which customer interact directly with a service. It
is also called as "Moment of Truth" .

7. Division of labour

Product line approach suggest that total job broken down into groups of simple task. Eg not
every one in the mcdonalds needs to be cook. Further division of labour allows one to pay only
for the skill that is required to perform the task.

8. Dimensions of quality

Reliability , responsiveness, assurance, empathy, tangibles.

 9. Reliability

The ability of a system or component to perform its required functions

under stated conditions for a specified period of time. Ability to perform
promised service both dependably and accurately.

10. Empathy:

The provision of caring , individualized attention to customer . it includes

foll features approachability, sensitivity, effort to understand the
customer needs.

11. Servqual

For measuring 5 dimensions of service quality such as reliability,

responsiveness, assurance, empathy, tangibles.
12. Benchmarking

Benchmarking is the process of comparing one's business processes and

performance metrics to industry bests and/or best practices from other
industries. Dimensions typically measured are quality, time, and cost.

13. Service gap

Market research, design, conformance, communication, customer

satisfaction.

14. Walkthrough audit

It is a customer focused survey to uncover areas of improvement. 1st step

in designing WTA is the preparation of customer flowchart of cust
interaction with the service system.