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

(a) the tangible cues or indicators of quality from the customers perspective, considering the line of visibility;

(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 and what service recovery procedures could be introduced; and

(e) the potential measures of process performance.