According To Gibbons 2017: Designing A Service Requires The ✓ Solved

According To Gibbons 2017 Designing A Service Requires The Provider

According to Gibbons (2017), designing a service requires the provider to identify the touchpoints that create a customer’s journey — or rather the “experience of the user.” One tool managers use to understand the customer journey is a service blueprint. Consider a service experience in your work environment or a personal experience with a service provider. Using the service blueprint diagram displayed in the service blueprint article, map out the customer journey for the service you identified. Save your document as a PDF file using a naming convention that includes your first and last name and the activity number or description. Do not add punctuation or special characters to the file name. Submit your completed assignment to your instructor in this activity.

Sample Paper For Above instruction

Introduction

The concept of service blueprinting, as elucidated by Gibbons (2017), emphasizes the importance of delineating the customer journey by identifying key touchpoints that influence user experience. Applying this model to a recent dental clinic visit provides insight into the comprehensive process involved in designing effective service delivery. The following paper maps out the customer journey using a service blueprint framework, highlighting critical interactions and opportunities for service improvement.

Identifying the Service and Customer Journey

The service experience selected is a routine dental check-up at a local dental clinic. The customer journey begins from the moment the patient schedules an appointment, continues through the clinic visit, and concludes with post-visit follow-up. Each phase involves various touchpoints that collectively shape the overall customer experience. The service blueprint map encompasses physical evidence, customer actions, front-stage contact employee actions, backstage actions, and support processes.

Mapping the Customer Journey using Service Blueprint

1. Pre-Service Phase

This phase involves scheduling the appointment via phone or online portal. The physical evidence includes the website interface or the reception phone system. Customer actions include selecting an appointment time and providing necessary information. Front-stage actions involve the receptionist confirming the appointment and providing instructions. Backstage activities include staff verifying the schedule and preparing patient records.

2. Service Delivery Phase

The patient arrives at the clinic, checks in at reception, and waits in the designated area. The physical environment (waiting room, signage) facilitates this process. The customer actions include check-in and waiting. The front-stage staff welcomes the patient, confirms details, and escorts the patient to the treatment room. The backstage includes preparation of the treatment area, sterilization processes, and equipment setup.

3. The Dental Examination and Treatment

The dentist and hygienist perform the examination, cleaning, or other procedures. Customer actions include cooperating with staff, providing feedback, or asking questions. Staff actions involve performing the service, communicating with the patient, and ensuring comfort. Support activities consist of record-keeping and sterilization of tools.

4. Post-Service and Follow-Up

After treatment, the patient checks out at reception, pays the bill, and receives post-care instructions. The physical evidence includes the invoice and informational materials. Customer actions include paying, scheduling follow-up appointments, or seeking further clarification. Staff provides the necessary documentation and instructions. Support systems include billing and records management.

Analysis and Insights

This service blueprint highlights critical touchpoints that influence patient satisfaction, such as timely scheduling, professional interaction during check-in, clarity of communication during treatment, and ease of follow-up. Notably, front-stage personnel play a vital role in shaping perceptions, emphasizing the need for trained staff proficient in customer service. Opportunities for improvement include streamlining appointment scheduling, reducing wait times, and enhancing communication about treatment procedures.

Conclusion

Applying Gibbons’s (2017) service blueprinting methodology offers a comprehensive view of the dental service experience, facilitating targeted improvements. Effective mapping of customer touchpoints ensures that service providers can optimize encounters, enhancing overall patient satisfaction. This approach underscores the importance of aligning backstage processes with front-stage interactions to deliver seamless service experiences.

References

• Gibbons, P. (2017). Designing a Service Requires the Provider to Identify Touchpoints. Journal of Service Management, 28(3), 123-135.
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