Instructions: Show work For a service organization/firm of your own-it can be small or large, redesign the service experience. answer the questions and follow directions attached. Chapters required are attached as well.

Instructions: Show work For a service organization/firm of your own-it can be small or large, redesign the service experience. 1. (0.25 pts) Give a description of the company. History, number of workers, services provided, vision, mission, etc. 2. (0.5 pt) Describe the 5Is of this service. 3. (0.25 pt) Describe the current service package and evaluate it. 4. (0.25 pt) What are the forces affecting this sector? Use Porter’s Five Forces to identify where you can get a “break” in a new/improved service? (Chapter 2) 5. (0.5 pt) Based on the areas from the “break” in the sector, who should be your target market? What dimensions can be used to segment the market, demographic? • How important are various segments? • What are the common characteristics of important market segments? • What needs does each have? • How well are these needs being served, in what manner, by whom? a. Considering your target market, create a vision and the place of the organization/enterprise. b. Based on your target market, which of the focus, overall cost leader or differentiation competitive strategies will you choose? (Chapter 2) 6. (0.5 pt) a. Based on your target market and competitive strategy, which customer criteria should you address when designing the service? (Chapter 2) Can you translate these criteria to service attributes? (I.e., For transportation, if convenience is important, a public transportation system with a large number of stops should be designed.) b. Using the Model of Service Value (Chapter 3) choose the attributes that will add value from part a. c. One of the components of the Model of Service Value involves perceived value by the consumers. Either using the Perceptual map or through discussions, decide on the hypothetical perceived value of the service you are designing. 7. (0.5 pt) Design the service delivery system (Chapter 3) a. What kind of customer contact do you want? Should your service be a complex or divergent one? b. Do you need a front office/back office separation? (You can utilize Generic Approaches to Service Design-Chapter 3) c. Create a customer blueprint to identify the fail points in your design. d. Generate ideas to remove these fail points. e. To move from service to experience, complete a five senses experiential blueprint. Based on the results provide recommendations for improvement. Assess these ideas to eliminate infeasible ones. (You can utilize the THEME principle from Chapter 2 to create an experience. Using THEME for design->extra .5pt.) 8. (0.25 pt) Information a. What type of technology do you want to offer? b. How do you ensure the balance between indulgence and necessary equipment? c. What type of information can you collect/provide to assess your service better?