The Blue Print for a Service Design

SERVICE BLUE-PRINT

The blue print for a service design begins where the customer gains knowledge about the existence of that service through different channels and hence decides to opt for it. These channels form the first component of the blue print- Influence and physical evidence, separated from second lane by the line of influence. The elements included in this lane for IRMA’s services are:

1. Websites- Such as IRMA’s website, webpages that contain information regarding courses and colleges.
2. Newspapers and Magazines- These media’s often publish rankings of institutes, information regarding different career choices and suitable institute. Many applicants thus also come to know about IRMA through such publications.
3. Coaching institutes- Institutes that offer career guidance and help in preparations for entrance exams give out information regarding various colleges to apply for.
4. Friends, Relatives, Peer Group- Often applicants come to know about prospective colleges through word-of-mouth. These elements have a significant influence in the process.

The second lane or component comprises of the customer actions. This lane lies below the line of influence and ends above the line of Interaction. 

Below line of interaction, lie Front office (or onstage) activities separated from Back office (or back office) activities by the line of visibility. This is where the customer interacts with the service provider. For IRMA, front office comprises of IRMA Admission helpdesk that answers any queries or responds to grievances pertaining to the admission process, Web Portal that functions as the major medium for exchange of any information, Interview Panel, VFS Office and Placement Office. The backstage or back office elements are admissions office, accounts office, TAU (Teaching Aid Unit) and TASS ().

The next component, i.e. Support processes, starts with the line of Support. These include GESS, Clubs and committees, etc.

IRMA’s services as an institute begin when a potential customer i.e. applicant for admission comes to know about the institute through different channels listed above. With this knowledge, the customer can raise queries that go straight to the admissions office through phone calls, emails or social media. After receiving the response to his/her query, the customer would apply for the admission online through web portal.  The applicant’s details reach the front office- admissions office- that would verify the data and respond to the applicant through web portal. In case it requires upgradation in submitted information that would be conveyed to the applicant else a message of confirmation will be sent to the applicant. After the submission of CAT/XAT and IRMASAT scores, the processing of this information takes place backstage and the information regarding shortlisted candidates is communicated through web portal and emails. The selected applicant is then called for GDPI.