Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Cleveland Indians
Vicente Salon
Virtual PCs
Insurance
Flooring
BGSU Theater Box Office
Applebees
Merry Maids
Insurance Service
-Parking Lot *
-Office Building
Physical Evidence
-Money
-Telephone
-Meeting Room
-Receipt
-Insurance
Policy
-Paperwork
-Photos
-Claim Check
Customer
Visit Office
Line of Interaction
Phone Calls
to Office
Face to Face *
Meetings
Payment for *
Documents
Contact Person
Line of Visibility
Employees
Answer
Questions
Retrieval of
Documents
File Claim
Receive Claim
(Onstage)
Employee
Takes
Payment
Discusses
Options
(Backstage)
Information
Preparation
Contact
Insurance
Co.
Copy of
Policy Filed
Mail
Claim
Calls to
make sure
everything
is fine
Support Process
Secretary sets up
appointment to
meet with agent
Prepare
Billing
Prepare
Policy
Mail Policy
Contacts
Co. to
assure
fast
payment
Photos Taken
of Property
Flooring Installation
Physical
Evidence
Work truck
Estimate on paper
Price list catalogs
Customers residence
Calculator
Consumer
Customer calls
to get an
estimate
Work schedule
Customer
decides that
estimate is with
in budget
Tells company
when they would
like it
started/finished
Delivers final
estimate to
customer
Contact Person
(Onstage)
Estimates
the job
Contact Person
(Offstage)
Estimates
cost of
materials
Support
Process
Work schedule
Work truck
Ceramic tile
Sponge
Grout
Chalk line
Tape measure
Particle board
Saw
Pencil
Screws
Water
Customers
Residence
Customer
decides to have
company do the
job
Customer has a
new floor
installed
Delivers
start/finish date
to customer
Installs new
flooring
Estimates when
the start finish
dates will be
Estimates
number of
hours/workers
needed to
complete job
Estimates
how long
current job
will take
Counts the
number of
future jobs
that need
completed
Gathers all
equipment and
materials for
job
Customer
Physical
Evidence
Call in
reservation
parking
University Hall
ticket envelope w/
name
Arrive at theatre
at
A
Go to will-call
window
ticket
envelope w/
name
Check in w/
name
ticket
cash/check/bursar/
theatre pass
(onstage)
Contact Person
(backstage)
Wait until
theatre opens
assigned seat
inside of
theatre
Take seat in
theatre
Bottleneck #3
Greet at window
Bottleneck #1
cookie cart
programs
benches
snacks
Find name
Take Payment
Usher takes to
seat
LINE OF VISABILITY
Reservation
taken
Ticket stub
marked
Support Process
Verify name in
theatre pass
system
Name envelope
filed into day
and time
Double check
system
Ushers chosen
Bottleneck #2
Restaurant
exterior
Physical
Evidence
Parking
Entry
Way
Host/Hostess
Stand
Interior
Design
Arrive
at
Applebees
Walk in
Greet
Customer
Contact
Person
Onstage
Table or
Booth
Menu
Drinks
Other
customers
waiting
Lot
Customer
Waiting
Area
Put
name
on
wait
list
Take
Customers
name
Sit
and
wait
Food
Bill
Food
Appearance
Hostess Stand
Unsatisfactory
food
Go
sit at
table
Order
drinks
and
food
Receive
drinks
Receive
food
Eat
Long
Wait
Call
customers
name
Take drink
and food
orders
Deliver
drinks
Take to their
table
Deliver
food
Entry Way
Parking
Restaurant Exterior
Get Bill
Pay Bill
Leave
restaurant
Process
bill
Poor
service
Receive
food
order
Backstage
Support
Processes
Waiting List
Prepare
drinks
Cook food
Registration
system
= Potential bottlenecks
Service Blueprint
Store
Appearance
Display
Freezer
Pre-Made
Cakes
Come into
Store
Look at
Display
Freezer
Represents
Fail points / Bottlenecks
Fill Out
Order
Form
Stand
in Line
Receipt
Cake
Sprinkles
Gel / Frosting
Cake Box
Pre-Pay
Pick Up
Cake
Greet,
Take Order,
Get Money
Freezer
Line of Visibility
Fills
Display
Freezer
Brings
Cake
from Back
Makes
Cake
24 hour
Freezing
Decorates
Cake
Support
Process
Contact Person
Customer
Actions
Physical
Evidence
Micros
Register
System
Cake
Inventory
Ice Cream
Machine
Maintenance
Design
Projector
Evidence
Physical
Signs with
titles and start
times
Line
Holders
building
Employee
Refreshment stand
Money
Actual refreshments
Actual ticket
Employees
Computer
Money
Customer
Interior of restroom
Arrive at
theater
* Decide on what
movie to see and
what time to see it
Get in
line
* Receive ticket
* Get refreshments,
and use the restroom
Person
(Line of visibility)
Telephone
hotline
On line ticket
sales
Process
Support
Contact
(line of interaction)
Computer
processing
Preparation of
refreshments
Interior of theater;
steps, seats, lights and
screen
Evidence
Sign of movie
Doors to theater
* Find a seat
Person
process
Contact
Support
Lights dim
Movie begins
Customer
Physical
* Watch movie
Parking Lot
Lights brighten
Credits roll
Put jacket on
and exit theater
exterior of
building
Employee
brightens lights
Employee
cleans the
theater
Projection
system
Transactions
balanced at
end of day
Receipt
Register
Debit Card
Receipt
Debit Card
Receipt
ATM
Cash
Phone
Statement
Records in
register
Use debit
card through
the month
Withdrawals
money from
ATM
Call 1-800
number with
questions
Receives
statement
Check/add
cash &
receipt paper
Documents
picked up &
driven to Akron
Final manual
process Of
checks
Reconciles
statement to
register
Answers
questions & looks
up information
Electronically
processed
Checks are
stored
Statement
Register
Network
CUSTOMER PHYSICAL
EVIDENCE
MADHATTER MUSIC
Building
exterior,
Parking
Clerks
counter,
Disc
Arrive
Give
clerk disc
Order
ticket
Make
service
request
Order
ticket
Discs,
Receipt
Pick up
discs
Pay for
service
Find
discs for
customer
Give
discs to
customer
Parking
Give
clerk disc
Leave
Return
Leave
LINE OF INTERACTION
Greet &
evaluate
disc
(ONSTAGE)
PERSON
Decide
disc can
be fixed
Take disc
& record
order
CONTACT
(BACKSTAGE)
LINE OF VISIBILITY
File with
other
orders
File with
other
repairs
SUPPORT PROCESSES
Disc
repair
machine
FAILPOINT: DISC MAY NOT BE FIXED ADEQUATELY
Sam Bs Restaurant
Physical
Evidence
Food
Appearance
Delivery tray
Hostess Desk
Lobby
Uniform
Eating Area
Menu
Customer Arrive at
restaurant
(line of
interaction)
Reservation
confirmed
by hostess
Seated
at table
Order drinks
& meals
Receive food
& drinks
Onstage
Contact
Person
Greeted
by hostess,
reservation
confirmed
Seated by
hostess,
Given menus
Order
taken
Deliver food
& drinks
Clear dishes
& trash
Notify server
Order is ready
Wash
dishes
Process bill
Clean-up
system
Cash register
system
Restaurant
parking
Server
Notified of
New table
Backstage
Contact
Person
Support
Processes
Reservation
System
Kitchen
Receives
order
Prepare food
(Food prep
System)
Food
Clean Table
Bill/Receipt
Receive &
pay bill
Eat
Collect
Payment,
Return receipt
Physical
Evidence
Customer
Call for
tee time
Arrive at
course
Cart keys
First tee
Tee boxes
Fairways
Greens
Snack
cart
Money
Pay for
the round
Obtain
golf cart
Play the
course
Purchase snacks
from snack
cart
Employee
takes
payment
Employee
distributes
cart keys
Parking
Score card
Finish round
Return cart
Line of Interaction
(Onstage)
Contact
Person
(Backstage)
Employee drives
cart and receives
payment
Line of Visibility
Employee Fail
reserves Point
tee time
Employee
stocks cart
Support
Processes
Registration
system
Cart
maintenance
Course
maintenance
Fail Point
Fail Point
Cart
maintenance
Physical Evidence:
Parking Lot
Building Exterior
POP Signs
Menu
Display Case
Music
Building Interior
Uniform
Receipt
Delivery tray
Food appearance
Condiments
Drinks
Customer:
Arrive at Panera
Contact Person
Onstage:
Decide
what to order
Greet
Place Order
Cashier
Takes Order
Backstage:
Receive Food
Deliver food at
Pick Up counter
Sandwich Makers
and Food Preppers
are informed of order
Via computer
Support Process:
Assistant Manager
Daily Inventory
Eat
Exit
Dishwashers
clean the dishes
Bakers cook
and bake pastries
Dishwashers
Clean Kitchen
General Manager
Orders Food
Customer
Physical Evidence
Alberinis Restaurant
Main Dining
Room and
Terrace Room
Servers
Notepad
Food Plate,
Silverware,
Napkin
Drink
Order Food
Eat
Take Order
For Drinks
Serve Drinks
Take Order
For Food
Serve Meal
Place Order
On Computer
(To Bar)
Pick Up Drinks
Place Order on
Computer
(To Kitchen)
Pick up Meal
Parking Lot,
Awning,
Restaurant
Building
Host Podium,
Waiting Area
Menu,Specials
Sheet
Servers
Notepad,
dress
Arrive at
Restaurant
Give Name to
Host
Walk to Table
Look at Menu
(create your
own dish)
Order Drinks
Greet/Confirm
Reservation
Lead Guests to
Table
Give Menus
To Guest
Drink and
Wine Glasses,
Bottles(table
setting)
(Backstage)
Contact Person
(Onstage)
Line of Interaction
See if Table
Is Ready
Line of Visibility
Take Reservation
Customer
Physical Evidence
Support Processes
Line of Internal
Interaction
Make Drinks
Dishwasher cleans
Tableware, laundry
personnel clean linens
Executive Chef
Creates Specials
for the Day
F&B Manager
Orders Alcohol
Cook Meal
F&B Manager
Orders Food
Alberinis Restaurant
Menu
Look at Dessert
Menu
Servers notepad
The dessert,
plates,
silverware
The
check,
money
money
Order Dessert
Eat
Pay Check
Get Change
Back
Take Dessert
Order
Serve Dessert
Give Check
Give change
(if due)
Place Order on
Computer
(To Kitchen)
Pick up Dessert
Process Check
Parking lot
Exit Restaurant
Give Dessert
Menu
Line of Visibility
(Backstage)
Contact Person
(Onstage)
Line of Interaction
Support Processes
Line of Internal
Interaction
Make Dessert
Potential Bottleneck
Computer System
Ross Metcalf
B = Bottleneck
Physical Evidence
Appearance of store
Appearance of store
Appearance of employees
Appearance of employee
Customer Actions
Phone conversation
A customer calls VPC
with a computer issue,
asking for advice.
Receipt
Receipt
Phone conversation
Phone conversation
Customer
is updated
on progress
and costs.
Phone conversation
Customer learns that
PC is fixed, and is told
the final balance.
Repaired PC
PC Check-out process.
Customer picks up his
PC, pays his balance.
Onstage Employees
Line of Interaction
Computer Check-In
Process. Customer
provides personal information, and detailed PC
problem description.
Offstage Employees
Line of Visibility
VPC employee listens
to the customer and
gives a rough cost estimate. Tells customer to
bring their PC and any
other necessary materials to the store.
F
Technician diagnoses
the problem.
Technician installs
requested hardware
or software.
Technician calls
customer with
progress report.
Technician performs
the needed service.
Technician calls
customer to inform
him that the service
is complete.
Internal Services
Special-order parts
are ordered if necessary.
F