A Service Blue Print

[pic]

NAME: MAYIEKO GAYLINA KERUBO

SCHOOL: UNIVERSITY OF NAIROBI, SCHOOL OF BUSINESS

REGISTRATION NUMBER: D61/70240/2009

UNIT: MARKETING OF SERVICES

UNIT CODE: DMA 506

LECTURER: MRS. KINOTI

ASSIGNMENT TWO: A SERVICE BLUE PRINT FOR G4S SECURITY SERVICES (K) LTD

[pic]

[pic]

[pic]

INTRODUCTION

A service blue print is a picture or map that accurately portrays the service system, its key break points (moments of truth) so that the people involved can understand it and deal with it objectively. It usually displays the:

    • Process of service delivery

    • The points of customer contact

    • The roles of customers and employees

    • The visible elements of the service

A service blue print breaks a service down into its logical components showing clearly;

    • The roles and tasks in the process

    • The means of executing the tasks and

    • The evidence of service as the customer experiences it

G4S is a risk and security company whose headquarters are based in the United Kingdom. G4S is the second largest employer in the world and the largest security firm in the world. In Kenya, G4S has an average of 65% market share on all the services it provides. These services include:-

    • Guarding services

    • Courier services

    • Fire fighting services

    • Secure journey services

    • Asset tracking services

  [pic]

    • Secure data services

    • CCTV surveillance and alarm response services

    • Events management service

    • Cash in transit services

G4S SERVICE BLUE PRINT

G4S being a risk and security company does not encourage walk in customers at any one point. All customers must book an appointment either through email or via the telephone. All services are located at the Head Office which is Witu Road, Off Lusaka Road except for courier services located at Old North Airport Road, Embakasi, Secure data services located at Industrial Area and Cash in Transit... [continues]

Read full essay