Service Blueprint: Visit at the gym from a customer's perspective Visit ...
Service Blueprint: Visit at the gym from a customer's perspective Visit ...
Service Blueprint: Visit at the gym from a customer's perspective Visit ...
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<strong>Service</strong> <strong>Blueprint</strong>:<br />
<strong>Visit</strong> <strong>at</strong> <strong>the</strong> <strong>gym</strong> <strong>from</strong> a customer’s s <strong>perspective</strong><br />
Customer<br />
Arrive <strong>at</strong><br />
<strong>the</strong> gm <strong>gym</strong><br />
Entering<br />
Go to dressing Enter training<br />
<strong>Visit</strong> <strong>at</strong> <strong>the</strong> Shower /<br />
<strong>gym</strong> Check-in<br />
room area<br />
Work-out<br />
out bar Dressing room Get massage Use sauna<br />
Buy sth.<br />
<strong>at</strong> gmshop <strong>gym</strong> Check-out & leave<br />
Contact Person<br />
Greet & Process<br />
Registr<strong>at</strong>ion<br />
Greet & advise,<br />
answer<br />
questions<br />
Give orders in<br />
courses, advice<br />
in cardio/weight<br />
Greet, take<br />
order,<br />
deliver<br />
Give<br />
massage<br />
Give<br />
advice,<br />
lotion<br />
Give<br />
recommend<strong>at</strong>ions,<br />
utilize<br />
cash register<br />
Process<br />
check-out,<br />
say goodbye<br />
Keeping desk<br />
clean, wipe card<br />
Clean<br />
equipment<br />
Prepare courses,<br />
choose music,<br />
etc.<br />
Prepar<strong>at</strong>ion<br />
storage,<br />
delivery<br />
Refill soap,<br />
shampoo,<br />
dry floor<br />
Prepare<br />
room<br />
Storage,<br />
purchase &<br />
delivery<br />
of merchandise<br />
Support Processes<br />
Maintenance<br />
of Facilities<br />
Registr<strong>at</strong>ion<br />
system<br />
Maintenance<br />
and Cleaning<br />
Maintenance<br />
and Cleaning of<br />
Equipment<br />
Orders & Billing<br />
Customer Records<br />
Inventory / Purchases<br />
Maintenance &<br />
Cleaning<br />
Inspections<br />
Supplies storage/<br />
Purchase<br />
& delivery<br />
Billing<br />
Customer<br />
Records<br />
Inventory &<br />
Purchases<br />
Customer<br />
Records<br />
Billing<br />
Billing<br />
Customer<br />
Records<br />
Inventory /<br />
Purchase<br />
Registr<strong>at</strong>ion<br />
System<br />
Maintenance of<br />
Facilities and<br />
Parking Lot<br />
Physical Evidence<br />
- N<strong>at</strong>ure of<br />
- Stairs -Desk/Bar Area - Hallways -Music - Appearance - Bar setting -B<strong>at</strong>h - Chair - Sauna - Merchandise -Desk<br />
Neighborhood - Hallways - Membership Card - Decor<strong>at</strong>ion - Equipment of staff - Decor<strong>at</strong>ion - Room -Music - Room - Staff<br />
- Membership Card<br />
- Building Exterior - Front door - Appearance of - Lockers - Room - O<strong>the</strong>r guests - Furnishings - Soap - Therapist - Temper<strong>at</strong>ure- Shop Environment -Employee<br />
- Parking<br />
Employee - Bank, se<strong>at</strong>s<br />
- Furnishings<br />
- Light<br />
- Decor<strong>at</strong>ion<br />
- Quality<br />
- Staff<br />
- Towels<br />
-Hair Dryer<br />
- Room<br />
- Decor<strong>at</strong>ion<br />
-Smell - Decor<strong>at</strong>ion - Building Exterior<br />
- Parking<br />
- Air Quality<br />
- O<strong>the</strong>r customers - Cleanliness - Smell of oil
1. Target Group ________________________________<br />
2. <strong>Service</strong> Process ______________________________<br />
<strong>Service</strong> <strong>Blueprint</strong><br />
3. Potential Customer<br />
4. Contact Person<br />
5. Support Processes<br />
6. Physical Evidence<br />
© Uwe Sachse Consulting
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