HSP 101 HSP service leadership

Prepare a presentation using power point technology with a script of your presentation to be included in the talking notes of each PPT slide. Include the upgrades excel customer service blueprint and any improvements that your facilitator recommended to make from report 2.

What you need to submit in the drop box in week 12:

· PPT of the following

· Full talking script for each section and PPT slide

· Excel Customer service Blueprint

Assignment Part 3 Requirements

Format your presentation using PPT for each of the following sections:

i. Introduction of the team members (names, duties, how work was distributed (who did what).

ii. Provide an overview of the business your team worked on for Part 1 & 2. (see web link provided in Part 1)

iii. Discuss your target market (Part 1)

iv. Introduce the service processes your team used for the customer service blueprint (all service processes used in the blueprint).

v. Tell us why your team selected these service process? (rational behind why you chose to design these service steps).

vi. Describe your customer service blueprint (from part 1) and the employee/customer touch points (go through each step and take the reader through each service process step by step).

vii. Describe and Identify the fail and wait points from your customer service process that need to be improved from Report 1. (tell us what is the Fail, where it occurred and why it is a failure).

viii. From report 2 what recommendation(s) would the team suggest to improve the fail points of the customer service process and why is the team making this recommendation(s). Describe and discuss this in detail.

ix. Conclusion answer the following questions:

· what does customer service blueprint mean?

· Why is the customer service blueprint used?

· When should the customer blueprint be used?

· What are the benefits of using a customer service blueprint?

· How does the customer benefit from the customer service blueprint?

· How does the organization benefit from the customer service blueprint?