A

PROJECT REPORT ON
“To Study Service Blueprint of Anna Idli ”
SUBMITTED BY
(DIV C)
MBA (SEM II)
SUBMITTED TO
SKN Sinhgad School of Business Management IN
PARTIAL FULFILMENT OF THE
MASTER OF BUSINESS ADMINITRATION PROGRAM
SAVITRIBAI PHULE UNIVERSITY OF PUNE

UNDER THE GUIDANCE OF

“PROF. MANOJ KULKARNI”
YEAR:- 2022-2023
ROLL NAME SIGN
NO.
 DECLARATION

We Here by declare that this Project Report Entitled “TO STUDY SERVICE
BLUEPRINT OF ANNA IDLI” written and submitted by us to SKNSSBM in partial
fulfillment of the requirement of BRM under the guidance of Dr. Manoj Kulkarni is our
original work and the conclusions drawn there in are based on the material collected by
all group Members.

Place-

Date -
 COLLEGE GUIDE’S CERTIFICATE

This is to certify that the project report entitled “” which is being submitted to SKNSSBM
in partial fulfillment of the requirement of OSCM subject is my original work and is
completed by our group under the guidance of “Prof. Manoj Kulkarni.”

Place-

Signature of Research Guide

Prof. Manoj Kulkarni
 ACKNOWLEDGEMENT

We take this opportunity to express our profound gratitude and deep regards to our guide Prof. Manoj
Kulkarni for his exemplary guidance, monitoring and constant encouragement throughout the course of
this project. The blessing, help and guidance given by him time to time shall carry we a long way in the
journey of life on which we are about to embark.
We wish to express a special thanks to all teaching and non-teaching staff members of S.K.N Sinhgad
School of Business Management, Pune for their continuous support. I would like to acknowledge all
faculty members, relatives and friends for their help and encouragement.

Place–Pune

Date-

Students of Div C
 INTRODUCTION

A service blueprint is a diagram that visualizes the relationships between different service components
people, props (physical or digital evidence), and processes that are directly tied to touchpoints in a
specific customer journey.

Think of service blueprints as a part two to customer journey maps. Similar to customer-journey maps,
blueprints are instrumental in complex scenarios spanning many service-related offerings. Blueprinting
is an ideal approach to experiences that are omnichannel, involve multiple touchpoints, or require a cross
functional effort (that is, coordination of multiple departments).

A service blueprint corresponds to a specific customer journey and the specific user goals associated to
that journey. This journey can vary in scope. Thus, for the same service, you may have multiple
blueprints if there are several different scenarios that it can accommodate. For example, with a restaurant
business, you may have separate service blueprints for the tasks of ordering food for takeout versus
dining in the restaurant.

Service blueprints should always align to a business goal: reducing redundancies, improving the
employee experience, or converging siloed processes.

Key Benefits:

• Improving a service.

• Designing a new service.

• Understanding a service.

• Understanding the actors in a service.

• Transitioning a high-touch service to a low-touch service or vice-versa.

 Name of Service Industry: Anna Idali
Name of Owner:
Contact No:

Service Blueprint of Anna idli

Evidence
Physical

Exterior & Table Written Order Delivery Open Trash

Interior &chair &Visual Menu counter &QR count
tray, Kitche
code food n er
Customer

Customer Customer View Placed order

Go to Make Receive Customer
action

arrives at walks in menu

table at counter Payment d food leave
anna idli
card &eat

Line of Interaction
employee action
Front stage

Giving the Receive Deliver the

Welcoming Bill create
menu card order food

Line of visibility

s
Backstage

Informs about the order Receive receipt of order Preparing meal

Line of internal interaction

Support Process

Maintenance Billing system

equipment
Key Elements of a Service Blueprint :

Service blueprints take different visual forms, some more graphic than others. Regardless of visual form
and scope, every service blueprint comprises some key elements:

• Customer actions
Steps, choices, activities, and interactions that customer performs while interacting with service to get
service. Customer actions are derived from research or a customer-journey map.
In our blueprint for an Anna Idali, customer actions include visiting restaurant, go to table, view menu
card, place order, make payment, receive food and eat.

• Frontstage actions

Actions that occur directly in view of the customer. These actions include human-to-human interaction
like welcoming. Giving menu card to customer, receiving order, bill creation, food delivery.

• Backstage actions

Steps and activities that occur behind the scenes to support onstage happenings. These actions could be
performed by a backstage employee (e.g., a cook in the kitchen) or by a frontstage employee who does
something not visible to the customer. Activity includes inform about the order and preparing meal.

• Processes

Internal steps, and interactions that support the employees in delivering the service. In a service blueprint,

Example: Maintenance equipment, Billing System (Name of software)

key elements are organized into clusters with lines that separate them. There are three primary lines:

1. The line of interaction depicts the direct interactions between the customer and the organization.

2. The line of visibility separates all service activities that are visible to the customer from those that
are not visible. Everything frontstage (visible) appears above this line, while everything backstage
(not visible) appears below this line.

3. The line of internal interaction separates contact employees from those who do not directly
support interactions with customers/users.