DBSHEP’S

DON BOSCO COLLEGE, PANAJI- GOA

BACHELOR OF BUSINESS ADMINISTRATION

2021-22

INDIVIDUAL COMPONENT

NAME: Dawson Collaco

ROLL NO: 14
CLASS: TYBBA
SEMESTER: 10th

SUBJECT: Service Marketing

TOPIC: Develop a service flowchart, service blueprint and develop fail

proofing methods

SUBMISSION DATE: 2/2/2022

Car Service Station

1) A car service station will fall under the Possession-Processing as here, the service we’re
providing is directed towards people’s tangible assets, aka, possessions, that is their cars.
Customers ask a service organization to provide tangible treatment for some physical
possession.

2) Service Flowchart

Travel to Store

Proceed to
Counter and
await turn while Technician
submitting car Repairs
Car

Leave Service
Station

Return, present
ticket and pay for
servicing

Drive car home

happily
 3) Service Blueprint

Arrive at Drive to Test Cost & Ask for Check

Check- Check
Service Visitor Explain Drive w/ Time Refresh Eat out &
In Vehicle
Centre Parking Problem Tech. Est. ments Leave

w
Guard Guides Service Process
Instructs Reception To Asst. Check
To -ist directs Tech. Create Out
Parking To Service Bill
Area Asst.

Service Asst. Take

Backstage Tech.
Makes Work Refresh
Contact Validates F W
Order, Car Is ments
Person Test Drive
Worked On Order

Mechanic
Registered Repairs On Bay Prepare
Support F Registration F
Into The Uploads Details Refresh
Process System
System and Tech. Test ments
Drives

Onstage
Front-Stage
Contact
Activities
Person
4) Pre-process Stage -> In this stage, all the preliminaries occur. For the example above,
customers will arrive at the car service center and park their car, then proceed to the
receptionist who will give them a ticket and make the customer wait for their turn until a
service associate is made available.
In-Process Stage -> In this stage the main purpose of the service encounter is
accomplished. In this case above it is as follows:- Once the verification of the documents
is completed the associate will ensure all documents are in order then proceed to the
technician where the customer will provide the list of issues or problems with the car.
Then the car will be taken for a test drive with the technician and finally arrive at the bay
for the work to begin and a bill is drawn and presented to the customer. Once that is
completed the customer will wait aside in the cafeteria with their snacks.
Post-Process Stage -> In this stage the necessary activities for the closing of the
encounter occurs. With reference to the example above, final check for the car is
completed and given to the customer who themselves conduct a final test of their own to
see if their queries were satisfied. Then the customer proceeds to the counter for the
payment of the services conducted on their vehicle, with the bill that was drawn earlier.
Once the payment is made, the customer’s keys are returned and the customer exits the
car service center.

Design Characteristics
 Front-Stage Activities – This stage is where everything the customer sees, hears
and experiences. Like where the customer parks the car, proceeds to the cashier
waits for the service assistant and converses with the technician regarding the
issues with the car. Then they proceed for the test drive, and once the car heads to
the bay after the problems are diagnosed the customer waits in the cafeteria with
their beverage till the car is ready. Then heading towards the cashier for the final
billing. The whole experience the customer receives is the front-stage activities.
 Onstage Contact Person – This is where the employees at the service station
interact with the customer, like when the security guard directs the customer to
the vacant parking spot. Even when the Service Associate and Technician or the
Cashier come into contact with the customer.
 Backstage Contact Activities/ Person – This refers to the activities the customer
cannot see or experience. This happens when the customer is not visible to the
employees, like when the car enters the bay and servicing order is carried out and
paperwork is processed.
 Support Process – This includes all the actions, interactions or internal services
that are carried out by the employees to help support the contact employees
deliver their service. With the example above, the car enters the bay and the
servicing is conducted on the vehicle, the car and the owner is registered into the
system for database management or the refreshments being prepared for the
customer.
5) Wait Points –
 Check-In – Customers may have to wait if all the service assistants are occupied,
this may lead to a buildup of excessive customers and potentially excessive
waiting periods if not managed properly.
 Taking Refreshment Orders – There is room for potential waiting periods here
where customers wait for their orders if the kitchen in the cafeteria is not managed
properly. This can cause another buildup in the flow of orders in the system.

Failure Points –
 Service Asst. Makes Work Order, Car Is Worked On – This is a potential
failure point where in the technician can underestimate the problems with the car
during the test drive and reporting according to the service associate. Hence the
work order the associate places might not be sufficient for the problems the
customer is facing.
 Mechanic Repairs on Bay Uploads Details and Tech. Test Drives – The
mechanic also has room for error and this can be a potential failure point where in
the parts needed to be replaces are not available or are delayed in the supply chain
thus leading to the car waiting in the garage.

Poka Yokes –
 The waiting periods can be avoided simply by having a better management
system, not having employees spending too much time on test drives, long
breaks or procrastinating while on work hours.
 The kitchen can avoid excessive customer waiting periods by arranging the
items needed to create the snacks and beverages mentioned on their menu.
 The garage avoid these failure points simply by arranging for spare parts well
before the stock runs out and keeping extra in the parts room for a rainy day,
when the supply chain sees a delay in a delivery of parts.
 Tools need to be serviced and cleaned after a day’s work, this can prevent any
unnecessary wear and tear and a long life of the equipment.