Blueprinting Identifying MOTs, CITs And Potential Service Failure /Recovery – Assignment
Blueprinting identifying MOTs, CITs and potential Service Failure /Recovery Assignment: Service Marketing
Your group are part of a marketing consultancy that has been approached by NCI’s Career Development and Employability Office (CDEO) to review and possibly improve their current services/marketing/branding across all student channels and media.
While the CDEO have been independently lauded and have won numerous awards for their services, being a market-oriented department, they are always anxious to make their services even better.
In this vein, you are required to compile a detailed report utilising the following services marketing theories, frameworks and/or principles to review current practice and to recommend avenues to create an even more conducive & satisfactory student & potential employer experience: Blueprinting identifying MOT (moment of truth), CIT’s and potential service failures/recovery
A FLOWCHART that illustrates steps
A sequential a step by step (mapping: times, tolerance)
- What happens each step(details on the side of the chart)
- For example,1. The first step is e-mailing the career office, 2. book an appointment, 3. arrive in the career office, 4. talk to the career office worker. (how long will it take? for instance, 2:30 minutes)
- Identifying who is handling the interaction through the steps. While the is more on the side (feedback loop).
What to link to each other digital
- Outline the service and delivering.
- Sequential
- Through steps
- Identify the process
- Initiating, purchasing, customer, evaluate the service
For example, the service can start when the customer rings/e-mail the office and chose the service
- A video can show the blueprint service
- Anaesthetics: consist of the service intended strategy & positioning As a critical indicate
- Important expectation
- Want to interacting customers through involvement
- To be a tracking system
- The service may fail because its in real-time and in front of the customer
- It can have an emotional involvement
- Sequential inducted technique
- And encourage customers to complain about the service if it failed to deliver
Customer/ service:
- Who is responsible & how to present the service. The visual evidence and tangible cue
- A detailed flowchart, visual functional: aesthetic ( showing the right image & importance.
For example, a bar. Is more accurate.
- Service failure parts: identifying if there were failure points
- Line of interaction: the mot : ( the moment of truth).
- Service can be on &back stage
- As on stage
- And backstage: the support staff
- The line of visibility: what is seen and what is unseen
- (value of personals: interaction).
- Line of inertial interaction: for example IT
- The role of the service environments.
- Engaging with IT service
- Customers point of view: to see if is functional or not
- Viewing the right image forming?
Noteworthy Resources:
Current CDEO Events you’ll need to consider:
- Spotlight on HR, IT, Marketing, Computing events
- Just in Time careers Fair
- School of Computing Project Showcase
- IT Fest
- Part-time jobs & volunteering Fair
- Certificate in Career Management & Employability
- Weekly vacancy newsletter
