Service Blueprint

Customer

Physical

Evidence

Blueprint for Reserving a Ticket at the BGSU Theatre Box Office

•

•

•

•

ticket

order

form

Call in reservation

parking

University Hall

ticket envelope

w/ name

Arrive at theatre

•

•

box office window

ticket envelope

w/ name

Go to will-call

window

•

ticket

envelope

w/ name

Check in w/

name

•

•

ticket

cash/check/bursar/

theatre pass

Pay for tickets

(onstage)

(backstage)

Contact Person

•

•

•

cookie

cart

programs

benches

snacks

Wait until theatre opens

•

•

assigned

seat

inside of

theatre

Take seat in

theatre

Bottleneck #3

LINE OF CUSTOMER INTERACTION

Greet at window

Bottleneck #1

•

Find name

Take Payment

Usher takes to

seat

LINE OF VISABILITY

Reservation

taken

Ticket stub

marked

Support Process

LINE OF INTERNAL INTERACTION

Verify name in

theatre pass system

Name envelope

filed into day

and time

Double check

system

Bottleneck #2

Stub and Cash

into audit system

Ushers chosen

Support Process

-Computer

-Mail

-Stadium Exterior

-Ticket Gate

-Credit Card

-Ticket

-Parking

-Outside Stadium

Buy Ticket

on Ebay

Receive Baseball

Game Ticket

Arrive at

Wrigley Field

-Metal Detector

Give ticket

to personnel

Greet, take

ticket, screen,

return stub

(Backstage) (Onstage)

Contact Person

Customer

Physical

Evidence

Service Blueprint: Chicago Cubs Game

Check

Customer

-Food

-Glove

-Stadium Exterior

-Stadium

Security

Check

-Gate

-Seats

-Baseball

-Parking

Arrive at Gate

Entrance

Watch

Ballgame

Catch

Fly Ball

-Check

Ticket

-Direct

Customer

Service

Customer

Security

Escort

Service

Vendors

Ticket

Sent via

FedEx

Online/

Website

Mail Out

Ticket

Registration

System

-Pat-down

-Metal

Detector

Registration

System

Leave

Stadium

-Security

-Personnel...