Q2a) Using your current or most recent organisation as a case study, develop a general profile of the organisation and a service blueprint that reflects the organization's service operation.

Q2b) Why do you think your organisation is organised this way? Examine the process thoroughly and discuss problems that have arisen in the organisation that are mirrored in the plan but do not add value to the customer.

Q2c) Redevelop the blueprint showing the steps that can be modified or eliminated to improve the overall customer experience.