Service Quality Process and People

Process Overview

The blueprint diagram gives an overview of the different activities that are performed both front-stage and back-stage. Front-stage activities are mainly events that requires the customer to be in contact with our service staff. Examples are browsing through the catalogues and paying the bills. Back-stage activities consists of events that are mainly between the staff and the support system. Examples are the inventory and payment system.

Possible Fail Points

Waiting times

There are some possible waiting times (annotated with W) that have been identified.

1. There will be a queue while waiting to make payment. Depending on the request of the consumers, some queues may take some time before the staff can service the waiting customers.
2. Due to the scheduling and the availability of both the delivery truck and the customer, it may take a while for the goods to be delivered to the house of the consumer.
3. Some goods are harder to install as the furniture may require more time to set up. The time needed to set up the furniture also depend on how many furniture that need to be installed.

Fail Points

There are some possible fail points (annotated with F) that have been identified.

Physical evidence

1. Customers may find it hard to navigate in the shop, or find the specific product that they desire. Catalogues may also be unavailable or provide inaccurate information.
2. There may be insufficient or faulty trolleys and baskets that may hinder the shopping process of the customers.
3. Due to possible complications during delivery, the arrival of the goods may not be at the stipulated time.
4. The final product may not be satisfactory or in good condition.

Visible Contact Employee Actions

1. Service staff may not be present or are engaged with other activities. There may also be a possibility of failure in getting the correct goods to the customer.
2. There might be complications during delivery that hinders the punctuality of the provision.
3. There may be missing parts or slightly damaged goods that may affect the installation of the product.

Support Processes

1. There could be a failure to process the delivery of goods. Examples are incorrect addresses or inaccurate delivery times. Goods may also be damaged during this process
2. There could be a failure to arrive at the correct destination that the customer requested. Goods may also be damaged during this process.

People

In Ikea Pets, our main focus is not the interaction between the customer and our staff, but to provide with cheap, affordable and products of good quality. Our target is to become the number one stop for pet related items at a reasonable price.

Our staff are trained to find and locate the different items in the display cases and explain the different products. We would like to have our customers have freedom in choosing for their beloved pets. As such, we would like to emphasise on efficiency of our staff, above skills and hospitality.

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