(完整版)服务蓝图.docVIP

Physical Evidence  menu  books  seats  drink cup  book bill Customer Arrive Ask for Select a Have a Have the drink Return the book Leave Action a drink book seat Read the book or Buy the book Line of interaction --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Onstage Welcome Lead the deliver Glass Take back the Process of Say Contact customer to drink refill book and buy book Goodbye Person have a seat clear up Line of visibility ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Backstage Take the drink Buy book at the suitable time Contact order clear up the inventory Person Line of internal interaction ----------------------------------------------------------------------------------------------------------------------------------------------------------------- Support Prepare the ERP-POS Process drink