Sushi Case

100 Yen Sushi House Service Blueprint

Physical Evidence All employees greet, 30 stools surrounding area Chopsticks, cup, plate Look & Feel Conveyor Belt Customers slurpin Cashier soup, reading (platesx100 Yen) newspapers, magazines

Customer Actions

Enter

Find Seat

Sit

Pick plate of Sushi

Eat

Stack plates and pay

Leave

Onstage/Visible Contact

‘Iratsai’ Welcome

Serve Misoshiru, tea, paste making tools

Clear left-overs replenish belt with tray

Accept payment

Thanks

Line of Visibility Backstage/Invisible Contact Attend to phone reservations, home deliveries

Support Processes

Keep a watch on demand and inform suppliers

Manage inventory (fish)

Replenish supplies

Dishcleaning

The service blueprint above highlights the five different dimensions of delivering service to customers. Right from entry into the restaurant to the time of leaving (customer actions), the customer will observe the look and feel of the restaurant (physical evidence) and the service received (onstage customeremployee contact). All activities above the line of visibility are visible to the customer whereas all activities underneath this visibility line take place in the background hidden from the purview of the customer. In order to deliver the right kind of service to all customers, 100 Yen needs to ensure its support processes function smoothly like managing supplies and monitoring demand. This will ensure consistency of providing good quality service. For example, it could be the case the customers call to book reservations for big groups, or order food for delivery. This form of background or invisible contact between customers and employees also lends shape to the service blueprint.