Prepare a blueprint for a service with which you are familiar. On completion, consider

(a) the tangible cues or indicators of quality from the customers’ perspective

(keeping the line of visibility in mind);

(b) whether all steps in the process are necessary;

(c) the extent to which standardization is possible and advisable throughout the process;

(d) the location of potential fail points and how they could be designed out of the process;

(e) what service recovery procedures could be introduced; and

(f) the potential measures of process performance.