BBIM616 Managing Services

Imagine that you are a customer - a user of the service AND Also imagine that you are a consultant advising on the service experience so that the design can be improved YOU NEED TO DO A DIAGNOSIS - so you will need to know what the concept of the service is; and to be able to scope the offering out in the form of a blueprint Then from the blueprint you will know the processes that they conduct within the service delivery - but this only gives a small amount of detail so you will need to consider what the specification and detail of the service is. You should be able to find out the detail about how the service works from the website; often this is at the bottom of the site; and is sometimes called Terms of Use or Terms and Conditions. Or it may be under Customer Service or Customer Care. Every organization will do it slightly differently. Then you should scope out the customer journey for the service process that you have been given. When you put the blueprint together you will find that some of this will already be in your detail so you just need to extend it. Then you need to add the emotions to the journey - look at week 3 lecture and below for the customer journey combined with the emotions. What is good about the journey and what is not good about the journey? What can be changed? (use example journey model of is in the attachments.) Please read the assignment briefly and follow the layout that as been given. Write 3,000-5,000 words You must add Visual Model in this assessmentor journey model to the work Take print screen of anything that’s going wrong and add to work Emotion map must be used in the work This is a service designed for and then refer to the service What type of service that they are and create a blueprint for the service Looks at the terms and conditions and how they may affect you Look at the services that they provide I want some quotes from journals Please use Journals, books ect Add pictures to the work, this is a must be added to the work. Please use the books that have been attached in the work, it must be referenced. Follow the Assignment brief step to step please. Remember you must go through the website and say how easy it is to book a zipcar, then say steps that are taking place to book the zip car and talk about if anything is going wrong. Criticize steps that you are taking Add a journey map [login to view URL] [login to view URL] Please make sure that you use all the files that have been given to you and follow the brief step to step please.I will bge checking to see if the refrences are in the work [login to view URL] books must be used in the work because its a [login to view URL] are 27 files which must be used in the [login to view URL] slides please open the slides and the slide that you use if it has a author please can you reference,if not its fine. All books,articles and journals must be used... and add more refreneces too maybe 3 [login to view URL] there must be at least 16 refrences.... Please im payinmg alot of money fro thyis work,i need you to follow the requirements to get a 70 or over please,no less.... There is a document with the services and this is addede to the [login to view URL] name is claudia borges,look at the allocation list and what company you need to [login to view URL] Any file that explains the assessment 2 is added in the attachments