Blue Print

Abhishek Datta (36)

Amartya Ghosal (12)
Ashish Kumar (52)
Ayan Ghosh (44)
Indranil Bhattacharyya (1)
Saikat Chakraborty (21)

TECHNICAL
Physical
Evidence
Ambience, security,
cleanliness,
signboard,
temperature of the
room
Receptionist, uniform,
behavior
Waiting lounge,
seating
arrangement, TV,
magazines,
newspapers,
refreshments
Seats, behavior, cleanliness,
equipments, uniform
Bill, desk,
cashier,
products
Customer
Activities
Arrive at the
saloon
Talk to the
receptionist
Wait if required State the requirements
and avail the service
Pay and
leave
On-stage
contact
person
action
Greet and open
door
Fix appointments Provide
refreshments
Listen and understand
customer requirements
Ease of
payment
Consultation Greet
Grooming
Back stage
contact
person
action
Inform the expert Prepare
refreshments
Inform about
the product
consulted
Pack the
product
Support
staff
Registration system Vending machine Cleaning equipments
and place
Line of interaction
Line of internal interaction
Line of visibility
FUNCTIONAL
Physical
Evidence
Ambience,
cleanliness,
temperatur
e of the
room,
advertiseme
nts, TV
Forms, contact
person, uniform
Vending
machine
Waiting
lounge,
seating
arrangement,
products,
magazines,
ambience,
water cooler
LCD monitor, 8
segment display
Contact person,
uniform,
behavior
Contact person Standby handset,
acknowledgement
receipt, battery,
sim card
Customer
Activities
Arrive
at the
store
Collect
and fill up
the form
Submit
the form
and
receive
token
Wait for
your turn
Approach
to the
assigned
counter
State the
problem
Receive
information
about
solution,
cost, time
required,
damaged
parts and
warranty
period
Surrender the
handset, receive
the standby
handset,
acknowledgement
form, battery and
sim card
On-stage
contact
person
action
Help desk
assistant
Help desk
assistant

Listen and
understand
the problem

Consultation Registration

Back stage
contact
person
action
Make the forms
available
Transfer the
information to the
customer service
desk
Display
assigned
token
number
Upfront information
about the solution
and refer to the
technician and get
recommended
solution
Support
staff
Technical staff Registration
system
Line of interaction
Line of visibility
Line of internal interaction
KOLKATA BUS SERVICE
COST EFFECTIVE
Physical
Evidence
Type of the
bus and bus
number
Door space,
condition of the
bus, availability of
seats
Condition of
seats, foot
space
Conductor,
tickets, uniform
Conductor Door space
Customer
Activities
Wait
for the
bus
Get into
the bus
Travel Take a seat Buy ticket Get
information
about
destination
Reach
destination
and leave
On-stage
contact
person
action
Help to board
the bus

Collect
stipulated
fare and
provide
ticket

Public address
about the
stoppages

Help to get down
from the bus

Back stage
contact
person
action
Support
staff
Driver
Line of interaction
Line of visibility
Line of internal interaction
CUSTOMIZATION
Physical
Evidence
Infrastructure,
cleanliness,
number of
students,
ambience,
advertisements
Receptionist,
behavior, desk,
pamphlets
Forms Infrastructure,
faculty, other
students,
equipments,
teaching staffs
Study material Questions,
equipments,
invigilator
Books, online
library
Consultant
Customer
Activities
Appear
into the
centre
Get the
information
Enroll to
the
course
Attend
classes
Get study
material
Appear
for tests
Access
library
Get information
about colleges,
examinations and
jobs
On-stage
contact
person
action
Ask
requirement
s and give
information
Registration,
allocation of ID,
receive draft,
provide receipt

Take
classes,
clear
doubts
Provide study
material

Evaluation Consultation

Back
stage
contact
person
action
Gets the classroom
ready for the class
Prepare questions, checking
answers and giving notes
Make database
about colleges,
course structure,
fees, cut-offs,
examination date,
syllabus, jobs
Support
staff
Provide teaching
aids
Preparation
of study
materials
IT
support
Maintenance
staff
IT
support
Line of interaction
Line of visibility
Line of internal interaction