Service Blueprint of Angels Restaurant - Case Study Example

Service Blueprint of a Local Restaurant Name Institution Date Question One As competition is increasing in the restaurant industry, service quality is extremely vital for a restaurant to achieve success. Service blueprint is imperative in an organization; it aids the organization to key out and visually describe tasks, actions, and ways of providing a particular service. Angel’s restaurant can provide its services effectively and efficiently due to service design. Angel’s restaurant is known for refreshing and high-quality food, beverages, and world class services. This restaurant since its inception has maintained a customer friendly philosophy and fundamental, simple menu of fries, burgers, hot dogs, just to mention a few. This eatery has been amazingly successful by providing high-quality services to the clients. Anyone around the restaurant is greeted with an unmistakable aroma. It is usual to encounter a waiting line at the eatery, but in once customer order food they wait seated. The waiting area provides a splendid sight of the busy kitchen. The staff working in the kitchen provides a form of entertainment to the eagerly awaiting customers. The excellent food and good reception, make customers come back to the restaurant often. It is for the following reasons I have chosen Angel’s restaurant to blueprint. This restaurant provides first-class services and delightful foods to the guests. The customers in this restaurant are never satisfied. They often came back for more. From the diagram the red lines indicate regions where fail points may occur while the blue lines indicate regions where bottlenecks may occur. Questions two There are numerous physical evidences from the blueprint. The first physical evidence is the parking lot. The restaurant offers secure and ample parking. Parking at this restaurant is free luring many clients who have big appetites. During lunch breaks, one can hardly find a parking space; the parking lot is jam-packed. According to Shaw (2004, p. 138), customer experience can be influenced by insufficient parking lot in a shopping center. The lack of parking space during lunch breaks, therefore, creates a client experience in the restaurant. The clients are, therefore, forced to come early before people crowd the restaurant. Another physical evidence is the food offered at the restaurant. The is tastefully cooked and well prepared to perfection, putting a smile in the faces and hearts of the customers. The aroma from the kitchen arouses all the taste buds make one salivate while waiting for their order. The environment is sparkling clean, and the food is nicely prepared wetting the remaining customers. This delicious food served at the restaurant makes the client come more often to enjoy the available delicacies. Most importantly the food sold is sold at a relatively low price compared to other restaurants in the same locality. According to Wilburn (2007, p. 12), such real gestures influence the customer experience. The last major physical evidence that affects the customer experience is the employees at the restaurant. The employees are extremely attentive, appreciative, and considerate. The employees pay unwarranted attention to the client. They are useful to notice and act on it. For example, one time they overheard that some customer, was celebrating a birthday. They called the manager to extend birthday wishes to the client. Oftenly the restaurant offers lunch at reduced prices for customers who buy more than two dishes. In addition, the firm has good quality furniture and service environment is sparkling clean. These small gestures attract customers. Thus, consumer experience. According to Verma (2012,), good quality food, considerate employees, high-quality furniture, and a lovely aroma creates a customer experience. Question three In the restaurant, potential fail points may occur in the reservation system, billing system, and food system. On the reservation, they may be a problem with the system on how it allocates the clients, their tables. One can book a reservation online; another client can call in, and another client can visit the restaurant to book a reservation. This multiple accesses to the reservation point may lead to a problem as everyone wants to get a reservation. In a food system, there are several points where there may be problems, for example, when a client is seated, he or she is given a list. There may be a quandary at this point because the customers are arriving in are made to order, and then the list is taken to the other table. This may lead to several dilemmas as all the clients share the same list. Another problem may arise after the customer has made his/her order. The client is prepared to wait as the waiter takes the order to the kitchen. In numerous occasions, the restaurant is full, as the waiter is walking round to pick orders he or she may drop some orders and therefore causing problems. Even after presenting the order to the kitchen, the orders may get lost, thus leading to more problems. In the billing system, there may be a problem with the processing of the bill. After the client has eaten food, he or she has to pay for the meals and drinks. The customers are issued with an order to take it to the counter to pay. A problem may arise in that the client will have to stay for the set up to generate the receipt even when the system is down. In the restaurant, there are several places where there may be bottlenecks. From the diagram, a delay may be experienced where the server is informed of the new table. Since there are several tables, one may be forced to wait for long for the order to be forwarded to the people in the kitchen. Delay may also be experienced during the payment of the order and issuing of the receipt. One has to wait for the person to confirm the order and the amount paid sufficient. This may take a little longer to process and issue a receipt. Question four In order to avoid these problems and delays, the restaurant needs to make some changes in the way they offer some services. The restaurant needs to improve efficiency in the way they allocate reservations. According to Castillo (2008), the reservation system needs to be efficient so that it can adapt to the dynamic transmutations without affecting user access. Since a client has to wait for the system to generate the receipt once he or she has eaten, the restaurant can increase the number of employees so that as the client is eating, he or she can make payment then released with two receipts. The guard at the door, collects one of the receipts from the customers and stamps the one issued to the client for the records. The people in the kitchen need to work faster in taking the orders and issuing food. The waiter can have some Walkie talkies that have buttons for typical foods that the restaurant offers. Once the client has made an order it is queued in the list in the kitchen, and the client can be served with no delay. Question five Service blueprint is this restaurant is extremely vital. In this restaurant service, blueprint marketing may be used to develop realistic customer expectations, promotion, and service system design. In human resource, the restaurant can use a service model to empower human resource, job descriptions, selection criteria, and appraisal systems. In operations, the restaurant can use a service blueprint to manage fall points, quality control, and training systems. Question six In this world of business, there are several ways of developing service delivery systems for the customer experience. Service blueprint is one of the techniques that utilized to visualize, control and organize service processes for ameliorating internal and external to the company. From this assignment, it is clear that service blueprint if used by an organization assists in areas such as operational, human resource, and marketing to offer customer experience. According to Dong and Shiang (2010), service blueprint can guarantee customer satisfaction. Angel’s restaurant has used service plan to be outstanding against other restaurants. This restaurant uses a service design to buttress client satisfaction. It is important for firms, restaurants, and any type of business to incorporate the service design in their business in order to get a better grasp of the services they offer and their processes. List of references Castillo, C. 2008. On the design of efficient resource allocation mechanisms for grids. Dong, S. & Shiang, L. Y. 2010. Combining kano model and service blueprint for adult day care services- A Case study in Taiwan, Service Systems Service Management (ICSSSM) Shaw, C. & Ivens, J. 2005.Building great customer experiences. Houndsmills, Basingstoke, Hampshire: New York. Verma, H. V. 2012. Services marketing: text and cases. Pearson Education. New Delhi Wilburn, M. 2006. Managing the customer experience: a measurement-based approach. ASQ Quality Press, Milwaukee, Wisconsin. Read More