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Service Blueprint fo Cameo Cinema

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by

Anıl Tarman

on 4 March 2014

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Transcript of Service Blueprint fo Cameo Cinema

Decide on time and film.
Getting in line to purchase tickets.
Purchase ticket & choose the seat.
Get refreshments / snacks.
Passing through ticket control.
Find the movie theatre.
Find the seat.
Watch the movie.
Exit the movie theatre.
Go to the restroom.
Leave the building.
Customer
Actions

Employee
Actions

Support Process
Physical Evidence
Onstage
Backstage
Line of Interaction
Line of Visibility
Line of Internal Interaction
Employee greets you.
Shows chart with available seats.
Takes your money.
Gives the ticket.
Takes your money.
Prepares and gives the refreshments / snacks.
Checks the tickets.
Gives directions to the projection room.
Employee thanks and wishes farewell.

New releases added to screen.
Update the daily schedule on the digital screen.
Preparation of popcorn.
Refilling the drink kegs and snack inventory.
Employee closes the door.
Employee dims the lights.
Employee sets the movie projector to start playing.
Employee turns on the lights.
Cleaning of the room.

Cleaning of the restroom.
Computer cinema system.
Projection / sound system.
Cinema sign.
Exterior of the building.


Posters of movies.
Digital screen.
Plots of featuring films.

Vintage furniture and decorations.
Neon signs.
Popcorn smell.


Snack stand.
Popcorn tank.
Kiosk bar.
Banners with offers.
Brochures.
Blackboard with menu.
Neon signs.
Appearance of employee.

Seat chart.
Computer.
Ticket printer.
Ticket.
Appearance of employee.
Popcorn smell.


Corridor.
Appearance of employee.
Promotional posters.

Movie theatre signs.

Seats.
Cup holders.
Arrangement of the movie theatre.
Seats.
Cup holders.
Lights dim.
Screen.

Lights brighten.
Corridor.
Appearance of employee.
Promotional posters.

Restroom design.
Cleanliness.
Supplies.


Building exterior - in the evening.


Arrive at the cinema.
W
W
W
W
W
F
F
F
F
F
F
F
F

Adult £8.20
Member £6.20
Student/retired £6.50
Child £5.50
Small popcorn £3.60
Medium popcorn £4.20
Large popcorn £4.60
Soft drinks (small) £2.50
Soft drinks (medium) £3.20
Soft drinks (large) £3.90
Recommendations
Continuous box-office service throughout the day.
Smaller screen/extension of the movie theatre.
Frequent inspection of the restrooms/intermission during peak hour movies.
Extra staff/better customer service for the peak hours.
Improvement of sound insulation.
Better lighting in the movie theatre.

Andriana Argyropoulou
Anil Tarman
Maggie Champsa
Nantia Antonelaki
Natalia Mavrou

Service Blueprint for Cameo Cinema
Promotion
Student membership
Gift cards
Snack bundles
Brochures
Posters and trailers of upcoming films

Possible Points of Failure
Irregular working hours of the box-office.
Arrangement of the movie theatre.
Cleanliness of the restrooms.
Queuing time while purchasing tickets.
Delay of the projection.
Poor sound insulation.
Insufficient lighting.
Inappropriate staff behaviour.


Group 5
Price
Service Blueprint for Cameo Cinema
F
Possible Fail Points
W
Possible Waiting Time
Thank you!
Q & A
Full transcript