Kehyeng, Christine D.

January 21, 2019

OPRMGMT K32

1. Service Design Blueprint Exercise

The company I have chosen for this case submission is Bo’s Coffee because I have
always been an avid coffee drinker and this is definitely my go-to for satisfying my
cravings. It is a better option for me because I have high hopes for this company
knowing that it is a Philippine based coffeehouse chain. I strongly support local
companies that have started out small but have evolved to becoming a competitor in
the coffee industry we have today and have reached the big league as time
progresses. I chose Bo’s because it’s a product I am more acclaimed to as a student
and I like the fact that instead of shipping from overseas, Bo’s supports local farmers
and outsource their coffee beans locally from Sagada, Benguet, Mount Kitanglad in
Bukidnon, Mount Matutum in Tupi South Cotobato, and Mount Apo. Bo’s coffee was
founded in 1996 in Cebu City. The company now operates a total of 91 outlets
throughout the country where most is located in thair base of operations where it all
began, which is Cebu City. They have continually proven that it is possible for a local
brand to reach its extreme heights and it shows that they can have a competetive
edge when it comes to marketing their product and service to local customers.

PHYSICAL Evident Sales clerk Order slips table setting Drink or Door
EVIDENCE café in sight lighting food leading
ambiance interior Wifi exit
passcode
slip
CUSTOMER -Arrival Order Pay for the Find Seats -Receive Leave
ACTIONS -Glance at Drinks Drinks while and enjoy
Menu waiting for drinks
drink -Access wifi

Line of Interaction
ONSTAGE Greeted by Cashier/ Cashier/ Hands over Call out Staff says
ACTION sales clerk frontline Clerk the receipt customers their
person receives and gives name to farewell
takes payment cutomer hand out to
complete for the specified the drink/ customer
order orders wifi food with
password greeting
code
Line of Visibility
BACKSTAGE Personnel Barista Last minute
CONTACT checks starts touches for
availability making the presentation
drink of drink
Line of Internal Interaction
Support Inventory is Cashier Preparation Cleanup Cleanup
Processes checked registers of inside the in the
customers ingredients kitchen/ table
order in for food or countertops setting
the POS drink where
system cutomer
sat.

MOMENTS OF TRUTH
Below expectations Met my expectations Exceeded my expectation

EXPERIENCE STANDARD EXPERIENCE

DETRACTORS EXPECTATIONS ENHANCERS
 The ambiance was  The ambiance was  The ambiance was
extremely poor, no fairly comfortable, very illuminating
greeting from staff greeted by staff and fresh concept
 Line was really  Line was moderate with complete
long not too long or greeting and doors
 It took 30 mins to short opened for
have my order  It took the average customers
ready to be served 10 minutes for my  Didn’t have to wait
 The table was dirty order in line at all
and it was too  There was minimal  Food and Drinks
crowded crowd and clean were made
 The Sales clerk had environment immidiately under
attitude  Sales Clerk was 5 mins
 Most of my orders neutral  Minimal crowd and
were ‘unavailable’  My orders were extremely neat
 The wifi was available although environment and
extremely slow and not everyday table setting
I had difficulty  The wifi sytem was  Sales clerk greeted
connecting average with a smile and
 Food quality was  Food quality is created small talk
no good, drink was good but seemed  All my orders were
bland rush. available everyday
 The wifi system
was better than my
home sytem
 Food quality
exceeded my
expectations and
food was served
hot and fresh.
Given the service blueprint of the processes that Bo’s Coffee has. In general they do
have a reputable name and a high level of reliability in the company. Here are a few
of my recommendations and suggestions to improve overall reliability in their
product and service.

 To add to their service reliability, they can add a kiosk which can be used to
take customers’ orders so that the added machine can sort out the orders and
relay to the cashier what the customer has specifically ordered and
customers will have greater satisfaction because the process of taking orders
can be cut in half and process is much simpler compared to face to face
interactions.
 Another thing to add to their reliability in terms of product availability is to
stock up on inventory and plan or forecast ahead the supplies they will be
needing for the day or week
 Investing in staff training will also greatly improve relability because when
the staff is highly trained and treat customers with proper etiquette,
customer ratings will increase.
 Maintaining quality in ingredients and food or drinks being prepared will
also increase the probability of customer traffic and redundancy in staying
loyal to the company. Given that their products are sourced from local
farmers they must retain good relations with suppliers to have a two way
contingency with supplier to coffee shop to customer.
 Have an organized POS system that can take actual count of daily inflow and
outflow of food and drinks and making sure that a manager is on hand in
leading the staff upon doing their daily tasks.