Week 3 – Assignment: Prepare a Service Blueprint with Process Enhancements
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Instructions
This assignment challenges your ability to identify, capture, sequence, and align process activities in a way that enables clear communication of the process and visibility to all activities, including those that are unseen by the customer. Create a service blueprint that depicts an overnight stay in a nationally-recognized hotel chain. Your blueprint should capture the process, which begins with a client’s call to the reservationist and ends with checkout and departure the following day.
In addition to your service blueprint, prepare a brief description of two procedures that prevent or block mistakes in the hospitality service process. These process applications are commonly referred to as ‘poka-yokes’ – roughly translated from Japanese into English as ‘error or mistake-proofing’.
Length: Your Service Blueprint should span 1-2 pages and may be built using any program of your choosing. It must be accompanied by a one-page description of your mistake-proofing process enhancements indicated above, including in-text citations. Include a brief introduction that broadly describes the contents of your assignment.
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