Blueprinting identifying MOTs, CITs and potential Service Failure /Recovery Assignment: Service Marketing

Blueprinting identifying MOTs, CITs and potential Service Failure /Recovery Assignment: Service Marketing

Your group are part of a marketing consultancy that has been approached by NCI’s Career Development and Employability Office (CDEO) to review and possibly improve their current services/marketing/branding across all student channels and media.
While the CDEO have been independently lauded and have won numerous awards for their services, being a market-oriented department, they are always anxious to make their services even better.
In this vein, you are required to compile a detailed report utilising the following services marketing theories, frameworks and/or principles to review current practice and to recommend avenues to create an even more conducive & satisfactory student & potential employer experience: Blueprinting identifying MOT (moment of truth), CIT’s and potential service failures/recovery
A FLOWCHART that illustrates steps

A sequential a step by step (mapping: times, tolerance)

1. What happens each step(details on the side of the chart)
2. For example,1. The first step is e-mailing the career office, 2. book an appointment, 3. arrive in the career office, 4. talk to the career office worker. (how long will it take? for instance, 2:30 minutes)
3. Identifying who is handling the interaction through the steps. While the is more on the side (feedback loop).

What to link to each other digital

• Outline the service and delivering.
• Sequential

1. Through steps
2. Identify the process
3. Initiating, purchasing, customer, evaluate the service

For example, the service can start when the customer rings/e-mail the office and chose the service

• A video can show the blueprint service
• Anaesthetics: consist of the service intended strategy & positioning As a critical indicate
• Important expectation
• Want to interacting customers through involvement
• To be a tracking system
• The service may fail because its in real-time and in front of the customer
• It can have an emotional involvement
• Sequential inducted technique
• And encourage customers to complain about the service if it failed to deliver

Customer/ service:

• Who is responsible & how to present the service. The visual evidence and tangible cue
• A detailed flowchart, visual functional: aesthetic ( showing the right image & importance.

For example, a bar. Is more accurate.

• Service failure parts: identifying if there were failure points
• Line of interaction: the mot : ( the moment of truth).
• Service can be on &back stage
• As on stage
• And backstage: the support staff
• The line of visibility: what is seen and what is unseen
• (value of personals: interaction).
• Line of inertial interaction: for example IT
• The role of the service environments.
• Engaging with IT service
• Customers point of view: to see if is functional or not
• Viewing the right image forming?

Noteworthy Resources:
Current CDEO Events you’ll need to consider:

• Spotlight on HR, IT, Marketing, Computing events
• Just in Time careers Fair
• School of Computing Project Showcase
• IT Fest
• Part-time jobs & volunteering Fair
• Certificate in Career Management & Employability
• Weekly vacancy newsletter