100%(2)2 out of 2 people found this document helpful
This preview shows page 3 - 5 out of 9 pages.
blueprint provides a customer’s point of view of the service and activities to increase efficienciesand maximize resource productivity. Meaning, how the customer interacts with the service is a major feature of the service blueprint. The service blueprint clarifies the services offered and recognizes the complexities as well as who is responsible for what service (Bitner, Ostrom & Morgan, 2008). The following blueprint begins with a customer calling the Marriott Hotel for a reservation to book a room and provides ways to prevent mistakes in the service process.myserviceblueprint.sdr
Poka-yoke: Fail points for check-in The above service blueprint can be used to fail-safe a process. Meaning, troubled areas can be identified quickly so that poka-yokes can be implemented. Poka-yokes are practices used to assist in counterblocking mistakes so that they will not mushroom into service defects (Kumar& Kwong, 2011). In this service blueprint, one fail point could be the amount of time it takes to check into the hotel even though you have a reservation. Marriott Hotel offers mobile check-in with its Marriott mobile app. Guest can check-in using a smart phone as early as 4 pm the day before their scheduled arrival. The customer will receive a notification indicating when the room is ready. When they arrive at the hotel, the customer can bypass the traditional check-in and go tothe mobile check-in desk for a key card. The mobile app stream lines the check-in process and satisfies customers because they no longer have to wait in long lines (Marriott Offers Option to Bypass Front Desk with Mobile Check-in App, 2013).Poka-yoke: Fail point Hotel AmenityNumerous times, guests have decided to stay in their hotel room to catch up on some rest after a long day filled with meetings or after a long night of partying. They want to relax with room service and a movie. In other hotels, renting a movie can be costly. On average, renting a