(1) Describe the (at least four) key customer actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience;

(2) Describe the (at least four) visible employee actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience;

(3) Describe the (at least four) backstage employee actions depicted in the blueprint and discuss why you believe each is critical to a successful service experience*;

(4) Describe the (at least four) distinct support processes depicted in the blueprint and discuss why you believe each is critical to a successful service experience*;

(5) Identify, number, and describe the potential bottleneck and failpoint;

(6) Propose possible solutions/alternatives to address each bottleneck and failpoint;
 

CUSTOMER ACTION PHYSICAL Hospital parking Arrival at hospital Line of interaction ONSTAGE CONTACT PRRSON Line of visibility BACKSTAGE CONTACT PRRSON Line of internal interaction Stretchers/wh eelchairs for patients Registration desk Special department desk Consultation Examination Laboratory. room room Medicine shop Doctor cabin Consolation room. Hospital parking Help from staff (if needed). Tell health problem Go to specialty department Go to consultation Go to examination Disagree to continue Agree to continue Go to laboratory room room Buy required supplies Come back on specific date Process registration Go to consultation room Leave hospital Process registration Doctor notes complaints Body+ complain area exam Read investigations prescribed Staff collects Dr. directs to concerned lab OPD and samples Treatments prescribed and follow up date Doctor examines patient Notes recovery progress on OPD Registration system Registration system Doctor makes provisional diagnosis Provisional diagnosis becomes final diagnosis Conducts mentioned tests Preparation of report Doctor makes final diagnosis Further diagnosis Patient details updated in system Preparation of bill