1. Services Marketing

2. What is a Service Blue print?

4. Blue print Act-I

6. Customers Calls Customers Call centre Line of Visibility Greet the customer Accept the details of the parcel Check the parcel ---------------Line of Interaction----------------------------------------------------------------- Packing the parcel Weighting the parcel Confirm Date, Time & Place of delivery Handing over receipt to the customer ---------------Line of Internal--------------------------------------------------------------------- F R O N T S T A G E Maintaining records Sending the parcel to the back office Dispatching the parcel to the central hub B A C K S T A G E Contact Person (Visible action) Physical Interaction Contact Person (Invisible action)

7. Blue print Act-II

8. Receiving parcel from the regional hub Checking the details of the parcel Again Checking the weight of the parcel Sealing & Bar coding of the parcel Documentation process Dispatching the parcel to the point of destination i.e., the station hubs Rail Road Air Sea

10. Blue print Act-III

12. Identifying the fail points

13. THANK YOU