Service Blue Print of Thomas

Cook
 What is a Service Blueprint?
• A tool for simultaneously depicting the service
process, the points of customer contact, and
the evidence of service from the customer’s
point of view.
PROCESS

SERVICE
POINT OF CONTACT
BLUEPRINT
PHYSICAL EVIDENCE
 Service Blueprint Components
• Customer Actions
-line of interaction
• “Onstage” Contact Employee Actions
-line of visibility
• “Backstage” Contact Employee Actions
-line of internal interaction
• Support Processes
 Computer,
Physical Parking , Vehicles i.e. Hotels, Offers, Website
Uniforms, Cash
Evidence Lobby & planes, buses, Rooms. Gambling
Décor, Reg. Airport
security trains
Desk
Stay, enjoy,
Customer Arrival at Trip enquiry Payme Experience relax Experience Discharge
Action Agency nt.

Line of interaction

On stage Receptionist Agent Guides Butler Quality head

contact
person
Line of Visibility
Back stage Customer
Ticket book Travel Agent
Contact person Care

Line of Internal Interaction

Registration Customer’s Feedback and

Support update process.
System need & query
Process

Main Server
 Thank you

• Just don’t book it, THOMAS COOK it 