Service Blueprint

In general, blueprint is a detailed plan that's usually being used by architects or designers. I didn't even know that service also has a blueprint! Well, frankly, I understood it better as service rundown. It describes what happens to the customer, what happens to the supplier and what happens when they meet until they're finally separated. I didn't really understand the example graphs shown by Mr. Sandy earlier at class. But fortunately our group was able to make our own version of service blueprint graphs.

What I learn today is that it is really important to imagine and lay down all the things that both the customer and the supplier will encounter before making any plans or strategy. We have to plan it from the time when the customer was just a potential customer to the service encounter itself until the time the service is finished. This way, details will not be missed and as we put ourselves both in the shoes of the customer and supplier, we will know exactly what's best for both parties.

We also did the same thing on our Restaurant Operation Management project, we made a rundown or a blueprint from when the customer comes to our restaurant door, ordering the food, eating, paying and leaving the restaurant. We jotted down the things that the servers need to do to cater to the customers' needs. This service marketing subject really helps a lot in our ROM project.. Thanks to you, Mr. Sandy! hahahaha.. In fact, I almost forgot this assignment since my brain is overloaded with the restaurant opening tomorrow.

Today, we also discussed about a case on Jollibee, a famous fast-food restaurant from the Philippines. We discussed about its Filipino appeals (from the menu, family gathering concept, nationalism priority), its other restaurant branches and its growth in other countries. What I can conclude is that, Jollibee wins over McDonalds and any other fast-food restaurant chains in the Philippines because of its Filipino cultural understanding thus its growth in other western countries may not reach a maximum result.