Description

Consider the service encounter, when a business engages a customer and the facilities, the physical locations where service encounters take place. It is critical to an organization achieving high quality (consistent) service, that they have carefully and intentionally developed those two areas (encounter/facilities). Call center interactions should be scripted in advance, ATM banking interfaces should be coded logically, customer flows inside retail stores should be easily understood, retail websites transactions should be quick and painless, etc.

For an organization of your choosing, please draft the following…

  1. Process Flow Chart – pick a specific activity, ideally including customer/business interaction, and in a professional fashion document the relevant sequential tasks/decisions. Be very, very specific. This should not be general or generic. This would be your roadmap for training your staff on consistent execution or for communicating business flow to a web developer, etc. You may use any software/technology, but this should be a graphic/visual document, with any supporting/clarifying text and not just a list of steps.
  2. Facilities Layout – using the same organization or another, draft a sample facility layout. Think about the service encounter from the customer perspective. Think about the supporting activities and their space requirement. Be creative. Many of you have entrepreneurial aspirations. Effectively communicating your vision to others will be key in launching/growing/leading your organization. Creating clear visual documents, such as the above process flow chart and this facility layout sketch, will be critical to your future success.

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