Re-assesment work Essay Example | Topics and Well Written Essays - 2000 words

Re-assesment work - Essay Example Table of Contents Table of Contents 3 1. Reflection on the feedback 4 2. Identification of service package of The Edge 4 3. Service Blueprint for The Edge 4 3.1 Actions of the customer 4 3.2 Onstage employee actions 5 3.3 Backstage employee actions 5 3.4 Supporting processes 6 3.5 Physical evidences 6 4. Walk Through Audit (WTA) of The Edge 7 5. Discussion of GAP analysis and its application to The Edge 10 6. Five dimensions of quality 12 7. Use of technology at The Edge to improve customer service 13 8. Creation of new service blue print for The Edge 14 Conclusion 15 Reference list 16 1. Reflection on the feedback The feedback delivered clearly mentioned that the Harvard referencing needs to be followed exactly as required. Other than that the skills audit module is also reassessed to incorporate the changes and the points that was not there in the 1st submission. On an overall basis the whole assignment is reassessed entirely in order to cover all the points that were not mentioned in the first submission of the assignment. 2. Identification of service package of The Edge The Edge caters to a wide range of customers. The service package of The Edge is as varied as its customer base. It offers three specific types of services. One is the normal food service, the second one is catering or serving in special events and apart from that it also holds private bookings (Benner and Sandstrom, 2012). The service packages are food and drinks, and holding special events. 3. Service Blueprint for The Edge The failure of The Edge is described across 5 important areas of service blue print 3.1 Actions of the customer The customer actions can be described in two different ways. One is active and the other one is passive. In active action, the customer and the canteen staff work together for creation of the service. In this case the canteen staff did not provide customers with suggestion of what they would like to have as improvements over the current food and meal menu (Chi efele, 2012). Since the canteen did not use the customer feedbacks as potential source of improvements so this led to further deterioration of services. The second type of action is passive action. Here the customer and the canteen staff do not have significant chances of interection (Garrick, 2011). The Edge actually gave more importance to this type of action from the customers. The customers were not provided with any kind of complaint form or customer feedback form. Thus the customers were offered services that lacked variety and innovation. Canteen customers usually look out for two different things when they visit canteens, one is affordability and other one is variety. The prices charged are affordable but lack of variety became one of the prime reasons for dissatisfaction. 3.2 Onstage employee actions The onstage employee actions denote the actions that are performed in the view of the customer. The canteen staff lacked simple courtesy of greeting the customers and seeing to it that the customers are attended as quickly as possible. Thus after entering the canteen the customers had to in fact find themselves a table on their own (Gulbrandsen and Smeby, 2008). This does not go well with all types of customers. Since The Edge is a well-known canteens in University of East London, this kind of service created dissatisfaction among the loyal