HTH 102 Study Guide - Final Guide: Taco Bell, Virgin Hotels, Pareto Principle

• School: Ryerson University
• Department: Hospitality and Tourism Management
• Course: HTH 102
• Professor: Christopher Gibbs

Document Summary

Lecture 05: service blueprinting: details how service process is constructed. Learning objective: understand how to design and manage service processes, process improvement = service improvement. Service innovation: society has had a habitual fascination w/ innovation for tangible products & hard technologies, services are , process and experience based, dependent upon human delivery systems, comes from the experience. Is a process for plotting the customer process against the organizational structure: customer-focused, allows managers to visually identify service process, points of customer contact & physical evidence associated with service from a customer"s perspective. Taco bell- history: early 1980"s taco bell reviewed the process for delivering service, systems approach: goal was to increase quality of offerings while reducing time spent on food preparation & paperwork. = a shared image of what we want the organization to become: a focused concept: can see it existing, a sense of purpose: something worth doing, a chance of success.