New Service Design

Home-Style Cookies has decided to implement an employee suggestion to open a retail cookie shop in the front area of their manufacturing building in Hudson, New York. The employee offices currently occupying that space can easily be moved to the production area and there is ample parking for customers. Even though the plant is located in a small town, it is easily accessible and visible from the scenic highway which leads to Manhattan, New York. Through research and initial consumer testing, the retail shop will offer individual cookies for sale, pre-packaged dozen cookies (one kind of cookie), and gift cookie assortments in logoed tins in two sizes, 2-dozen and 3-dozen.

The Home-Style executive team has hired you as a consultant to create the initial plan for the new retail shop. They have given you the first three months forecast, represented in the following table.

Retail Shop Forecast

Month	Chocolate Chip	Peanut Butter	Filled	Chocolate Chip	Peanut Butter	Filled	Assorted Tin	Assorted Tin
	Indv.	Indv.	Indv.	Dozen	Dozen	Dozen	2 Dozen	3 Dozen
Jul.	1000	800	450	120	90	50	40	30
Aug.	1200	940	590	140	110	60	46	34
Sep.	1500	1190	710	160	135	70	58	38

Using what you know about Home-Style through our course work, textbook materials, and any relevant research, prepare your specific recommendations for this new service design.

Create a service blueprint for the customer, cashier, and production line. (backstage contact, e.g. how will ordering and stocking occur for the retail shop)

Establish boundaries for the service and decide on the level of detail needed.

Identify and determine the sequence of customer and service actions and interactions. The service blueprint is useful for employee training.

Develop time estimates for each phase of the process, as well as time variability. This helps establish staffing levels needed.

Identify potential failure points and develop a plan to prevent or minimize them, as well as a plan to respond to service errors.