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Mba 503 – Fall Semester - Quiz 5

Autor:   •  November 7, 2015  •  Coursework  •  1,601 Words (7 Pages)  •  307 Views

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DAYAKAR REDDY MANDALA

ASHLAND UNIVERSITY, COLUMBUS, OHIO

MBA 503 – Fall Semester

Quiz Five

Describe a service system in which you have some knowledge (or can get information on) and create a service blueprint (note Exhibit 7.4 p. 98-99) that describes a service encounter (This cannot be one that we did in class or described in the text.).  This service blueprint needs to show three levels in the encounter (customer control activities, customer-service provider activities, and internal activities) and the line of visibility.  This service blueprint needs to have a minimum of ten activities.  Identify two potential failures in the system and describe a poka-yoke for each to prevent the failure.  Be specific and be neat.  This will affect the points you earn. (20 points)

I would like to express a service system about the INDIAN AIRLINES. I believe Indian Airlines services and their quality are far behind than the English speaking countries airlines like Delta, British airways and American airlines. To understand the customer service difference between the airlines a service system design was created. The following blue print of the service system of airlines indicates about the customer activities and customer service provider activities and internal activities happen in the airport to flying purpose from one place to another place. Here is the customer want to fly from India to America. The following are the steps which involved with customer encounter process and line of visibility process.

SERVICE AYSTEM AT INDIAN AIRLINES

[pic 1][pic 2][pic 3][pic 4]

[pic 5][pic 6][pic 7][pic 8]

[pic 9][pic 10][pic 11][pic 12][pic 13][pic 14]

[pic 15][pic 16][pic 17]

[pic 18][pic 19][pic 20][pic 21]

Line of interaction (CUSTOMER)

                [pic 22]

[pic 23][pic 24][pic 25][pic 26][pic 27]

[pic 28][pic 29]

[pic 30]

[pic 31]

Line of Visibility   (CONTACT PROCESS-ON STAGE)

Contact process[pic 32][pic 33][pic 34][pic 35]

[pic 36][pic 37]

[pic 38]

Line of internal interaction (CONTACT PROCESS BACK STAGE)[pic 39]

...

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