Services and Sales Activity 5 Blueprint Marie Ernst José Sánchez Miguel Ángel Almudéver Rocío Nebot Valencia. June, 10 2011

Agenda Blueprinting of our Service Identify failure points Key Activities of our service Identification of standards for the service Specify physical evidence Identify principal customer actions Line of interaction Front-stage actions by customer-contact personnel Line of visibility Backstage actions by customer contact personnel Support processes involving other service personnel Support processes involving IT Techniques for improving service productivity

1- Blueprinting

2- Identify Failure Points Web Page Design Easy to be Used Customer Access PackStation System Function Requirements Failures in PackStation Normal Function Requirements Damage in Equipment Customer Service Failures in communication and treatment

3- Key Activities Registration: The customer needs to register once to become a user of the PackStation. He will receive a PIN and a smart card for login to the PackStation. Order a parcel: Common practice is to order parcels from ecommerce retailers; delivery of parcel and message to consignee: Our Service delivers the parcel to the PackStation. Once the delivery is made the consignee receives a message. Go to PackStation: The consignee can pick up his parcel according to his own schedule. Login with PIN and smart card: The consignee has to login with his PIN and smart card to receive his parcel. Collect the parcel.

4- Standards Employee Handbook: Simple guidelines to follow in order to handle customer inquiries with a method that is consistent with business policies. Answer the Phone: What will employees say when they answer the phone? Something as simple as "Good afternoon, how may I help you…" Answering Email: Policy in place to regulate things as answer emails in a certain period of time. Guarantees or Warranties:

5- Specify physical evidence Hotline & Mail Service Hard to describe: Should we consider a mail as something physical? Could we say that a phone call is a physical evidence? Other possibilities: SMS Letter Fax… Let’s assume that a physical evidence is any possibility in communication preventing us from the need to take care of a customer’s claim

6- Identify principal customer actions Hotline & Mail Service Hotline & Mail Service Just like before. By any means of communication… Sending a mail A telephone call SMS Letter Fax …Our customer is going to: Claim for something that considers to be wrong Ask for help to start using the service

Line of interaction (customers and front-stage personnel) Hotline & Mail Service Line of interaction (customers and front-stage personnel) CUSTOMERS Related to the shared documents: Claim / Need for help Response Line of interaction FRONT STAGE PERSONNEL

Front-stage actions by customer-contact personnel Hotline & Mail Service Front-stage actions by customer-contact personnel Communication… Sending a mail A telephone call SMS Letter Fax …Our customer is going to: Claim for something that considers to be wrong Ask for help to start using the service …AND WE OWE HIM/HER AN ANSWER AND A SOLUTION

Line of visibility (between front stage and backstage) Hotline & Mail Service Line of visibility (between front stage and backstage) FRONT STAGE Line of visibility Related to the shared documents on the system: Customers claims or needs for help Responses Resolutions Any other document related to the subject of the claim or any help the customer needs BACK STAGE

10- Backstage actions by customer contact personnel At all points of customer information would reveal a call 900 free of charge by which this could be a 24-hour service to solve any problem. In this way we can get the customer perceives that employees are at your service without interruption.

10- Backstage actions by customer contact personnel Another action that implant is a service satisfaction survey randomly sent to your email that would allow us to perform a service feedback.

11- Support processes involving other service personnel The staff of the shipping process and collection of the packages shall at all times inform the customer service department any incident occurred so that they will solve it as quickly as possible.

12-Support processes involving IT

13-Techniques for improving service productivity Improving productivity is obtained innovating: Technology Organization Human Resources Industrial relations Working conditions Quality

13-Techniques for improving service productivity To increase our productivity will implement a GPS system to the entire fleet of vehicles to optimize the service, lowering costs and providing faster customer delivery.

13-Techniques for improving service productivity Implant a quality system as the hallmark of AENOR