Blueprint Examples

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Student Service Blueprint Examples

Dairy Queen Special Order Cake
Showplace Cinema
FirstMerit Bank ATM
Madhatter Music
Sam B’s
Forest Creason
Panera Bread
Alberini’s Restaurant

Cleveland Indians
Vicente Salon
Virtual PCs
Insurance
Flooring
BGSU Theater Box Office
Applebee’s
Merry Maids

 2004 - Dwayne D. Gremler

Insurance Service
-Parking Lot *
-Office Building

Physical Evidence
-Money
-Telephone

-Meeting Room

-Receipt

-Insurance
Policy

-Paperwork
-Photos

-Claim Check

Customer

Visit Office

Line of Interaction

Phone Calls
to Office

Face to Face *
Meetings

Payment for *
Documents

Contact Person

Line of Visibility

Employees
Answer
Questions

Agent & Policy
Writers

Retrieval of
Documents

File Claim

Receive Claim

(Onstage)

Employee
Takes
Payment

Discusses
Options

(Backstage)

Line of Internal Interaction

Information
Preparation

Contact
Insurance
Co.

Copy of
Policy Filed

Mail
Claim

Calls to
make sure
everything
is fine

Support Process

Secretary sets up
appointment to
meet with agent

Prepare
Billing

Prepare
Policy

Mail Policy

Contacts
Co. to
assure
fast
payment

Photos Taken
of Property

1

Flooring Installation
Physical
Evidence

Work truck
Estimate on paper
Price list catalogs
Customer’s residence
Calculator

Consumer

Customer calls
to get an
estimate

Work schedule

Customer
decides that
estimate is with
in budget

Tells company
when they would
like it
started/finished

Estimates
the job

Contact Person
(Offstage)

Estimates
cost of
materials

Support
Process

Ceramic tile
Sponge
Grout
Chalk line
Tape measure
Particle board

Saw
Pencil
Screws
Water
Customer’s
Residence

Customer
decides to have
company do the
job

Customer has a
new floor
installed

Delivers
start/finish date
to customer

Delivers final
estimate to
customer

Contact Person
(Onstage)

Work schedule
Work truck

Installs new
flooring

Estimates when
the start finish
dates will be

Estimates
number of
hours/workers
needed to
complete job

Estimates
how long
current job
will take

Counts the
number of
future jobs
that need
completed

Gathers all
equipment and
materials for
job

Customer

Physical
Evidence

Reserving a Ticket at the BGSU Theatre Box Office
•ticket order
form

Call in
reservation

•parking
•University Hall
•ticket envelope w/
name

Arrive at theatre
at
A

•box office window
•ticket envelope w/
name

Go to will-call
window

•ticket
envelope w/
name

Check in w/
name

•ticket
•cash/check/bursar/
theatre pass

Pay for tickets

(onstage)

Contact Person

(backstage)

Wait until
theatre opens

•assigned seat
•inside of
theatre

Take seat in
theatre
Bottleneck #3

LINE OF CUSTOMER INTERACTION

Greet at window

Bottleneck #1

•cookie cart
•programs
•benches
•snacks

Find name

Take Payment

Usher takes to
seat

LINE OF VISABILITY

Reservation
taken

Ticket stub
marked

Support Process

LINE OF INTERNAL INTERACTION

Verify name in
theatre pass
system

Name envelope
filed into day
and time

Double check
system

Stub and Cash
into audit system

Ushers chosen

Bottleneck #2

2

Food
Restaurant
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