1. Blueprint for Reserving a Ticket at the BGSU Theatre Box Office
• • • • • •
Evidence
parking box office win- ticket ticket cookie assigned
Physical
• ticket
order • University Hall dow envelope • cash/check/bursar/ cart seat
form • ticket envelope • ticket envelope w/ name theatre pass • programs • inside of
w/ name w/ name • benches theatre
• snacks
Customer
Call in reserva- Arrive at theatre Go to will-call Check in w/ Pay for tickets Wait until thea- Take seat in
tion window name tre opens theatre
LINE OF CUSTOMER INTERACTION Bottleneck #3
(onstage)
Greet at window Find name Take Payment Usher takes to
Bottleneck #1 seat
Contact Person
LINE OF VISABILITY
(backstage)
Reservation Ticket stub
taken marked
LINE OF INTERNAL INTERACTION
Support Process
Verify name in Name envelope Double check Stub and Cash Ushers chosen
theatre pass sys- filed into day system into audit system
tem and time
Bottleneck #2

2. Service Blueprint: Chicago Cubs Game
Evidence
Physical
-Computer -Mail -Stadium Exterior -Ticket Gate -Metal Detector -Gate -Food -Glove -Stadium Exterior
-Credit Card -Ticket -Parking -Outside Stadium -Stadium -Seats -Baseball -Parking
Customer
Buy Ticket Receive Baseball Arrive at Give ticket Security Arrive at Gate Watch Catch Leave
on Ebay Game Ticket Wrigley Field to personnel Check Entrance Ballgame Fly Ball Stadium
Greet, take Check -Check Service Security -Security
(Backstage) (Onstage)
ticket, screen, Customer Ticket Customer Escort -Personnel
Contact Person
return stub -Direct
Customer
Service -Personnel
Ticket
Vendors -Additional
Sent via
Security
FedEx
Support Process
Online/ Mail Out Registration -Pat-down Registration -Security
Website Ticket System -Metal System Clearance
Detector -Arranged
Transportation

3. Physical Evidence
-Money
-Parking Lot * -Insurance -Paperwork
-Telephone -Meeting Room -Receipt -Claim Check
Policy
-Office Building -Photos
Customer
Phone Calls Face to Face * Payment for * Retrieval of
Visit Office File Claim Receive Claim
to Office Meetings Documents Documents
Line of Interaction
Contact Person (Onstage)
Employees Employee
Agent & Policy Discusses
Answer Takes
Line of Visibility Writers Options
Questions Payment
(Backstage)
Calls to
make sure
Contact everything
Information Copy of Mail is fine
Insurance
Preparation Policy Filed Claim
Line of Internal Interaction Co.
Support Process
Contacts
Secretary sets up
Prepare Prepare Co. to
appointment to Mail Policy
Billing Policy assure
meet with agent
fast
payment
Photos Taken
of Property

4. Physical
Evidence: Forms facilities (interior and exterior) forms facilities People forms
Correspondences campus correspondence decoration correspondence
environment Equipment
Environment
Cust Receives Visits Receives Holds Follow Receive Mails
Calls Tent. Campus/ Final event up with invoice check.
Confirm Requests confirmation Mgr.
needs
Show Remains on hand Meet with
Receptionist Faxes tent. facilities for event/ customer
takes info. confirmation problems
Generates/faxes
Planner Enters Enters Final
receives reservation needs in confirmation
info. in system system
Bldg. Mgr. Room
receives cleaned
reservation
from system
Room Invoice Payment
diagram Setup Prepared/ Processed
Teardown
room

5. Food Bill
Restaurant Entry Host/Hostess Waiting Table or
Menu Drinks Food Hostess Stand
Way Stand Area Booth
Physical exterior Appearance
Entry Way
Evidence Interior Other
Parking
Design customers Parking
Unsatisfactory
Lot waiting food Restaurant Exterior
Sit Order Get Bill
Walk in Put Go Receive Receive
Customer Arrive and drinks
name sit at drinks food Pay Bill
at wait and
on table
Apple- food Eat Leave
wait
bee’s Long restaurant
list Wait
Call
Greet Take drink Deliver Deliver Process
Take customer’s
Contact Customer and food drinks food bill
Customer’s name
Person orders
name
Take to their
Onstage table Poor
service
Receive
Backstage food
order
Support Prepare
Waiting List Cook food Registration
Processes drinks
system
= Potential bottlenecks
Service Blueprint M_____ H____ - Marketing 405

6. Blueprint for Flying