Time-Function Mapping

Customer

Order
product

Sales

Process
order

Production
control

Receive
product

Wait

Plant A

Print

Warehouse

Wait

Wait

Extrude

Plant B

Move

Transport
Figure 7.7
2006 Prentice Hall, Inc.

Wait

12 days

13 days

1 day

4 days 1 day 10 days

Move
1 day

0 day

1 day

52 days
71

Time-Function Mapping
Customer

Order
product

Sales

Process
order

Production
control

Receive
product

Wait

Plant

Print

Extrude

Warehouse

Wait

Transport

Move
1 day

2 days

1 day
6 days

1 day

1 day

Figure 7.7
2006 Prentice Hall, Inc.

72

Process Chart

Figure 7.8
2006 Prentice Hall, Inc.

73

Service Blueprint
Personal Greeting
Level
#1

Service Diagnosis

Perform Service

Customer arrives
for service

Warm greeting
and obtain
service request

Customer departs

No
Standard
request

Level
#2

Friendly Close

Direct customer
to waiting room

Determine
specifics

Can
service be
done and does
customer
approve?

Yes

Level
#3
Potential failure point

Yes

Notify
customer
and recommend
an alternative
provider

Customer pays bill

No
Notify
customer the
car is ready

Perform
required work

Prepare invoice

Figure 7.9
2006 Prentice Hall, Inc.

74