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    Atrium Cinema Service Blueprint: Arrive at Atrium Pay For Tickets

    Uploaded by

    Salman Habib
    This document outlines the service blueprint for Atrium Cinema. It identifies 6 main bottlenecks in Atrium's service process: 1) busy phone reservation system, 2) tickets reserved under wrong names, 3) wrong keys assigned to valet tickets, 4) long lines at ticket booths, 5) wrong seat placements, and 6) long wait times for valet parking. Suggestions are provided to address each bottleneck, such as improving the phone system, increasing training, and adding more staff.

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    Atrium Cinema Service Blueprint: Arrive at Atrium Pay For Tickets

    Uploaded by

    Salman Habib
    793 views7 pages
    This document outlines the service blueprint for Atrium Cinema. It identifies 6 main bottlenecks in Atrium's service process: 1) busy phone reservation system, 2) tickets reserved under wrong names, 3) wrong keys assigned to valet tickets, 4) long lines at ticket booths, 5) wrong seat placements, and 6) long wait times for valet parking. Suggestions are provided to address each bottleneck, such as improving the phone system, increasing training, and adding more staff.

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    Atrium & Cineplex

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    © Attribution Non-Commercial (BY-NC)

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    This document outlines the service blueprint for Atrium Cinema. It identifies 6 main bottlenecks in Atrium's service process: 1) busy phone reservation system, 2) tickets reserved under wrong names, 3) wrong keys assigned to valet tickets, 4) long lines at ticket booths, 5) wrong seat placements, and 6) long wait times for valet parking. Suggestions are provided to address each bottleneck, such as improving the phone system, increasing training, and adding more staff.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    793 views7 pages

    Atrium Cinema Service Blueprint: Arrive at Atrium Pay For Tickets

    Uploaded by

    Salman Habib
    This document outlines the service blueprint for Atrium Cinema. It identifies 6 main bottlenecks in Atrium's service process: 1) busy phone reservation system, 2) tickets reserved under wrong names, 3) wrong keys assigned to valet tickets, 4) long lines at ticket booths, 5) wrong seat placements, and 6) long wait times for valet parking. Suggestions are provided to address each bottleneck, such as improving the phone system, increasing training, and adding more staff.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
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    Atrium Cinema Service Blueprint

    Physical Evidence
    Phone Reservation Valet Parking Valet Ticket Atriums Ambience Box Office Window Tickets 3d Glasses Cash Ticket Snubbed Nachos Pop Corns Sofas Snacks Assigned seat Inside of Cinema Screen Quality Sound System

    Customer

    Call in reservation

    Arrive at Atrium

    Enter Atrium Mall

    Go to Ticket Booth

    Pay for tickets

    Wait until movie starts

    Take seat in theatre


    Bottleneck #5

    Customer drives away

    LINE OF CUSTOMER INTERACTION

    (onstage)

    Contact Person

    Bottleneck #1

    Greeted by Valet Drivers

    Valet ticket issued to customers

    Check name for reservations / buy tickets at the spot

    Take Payment

    Usher takes to seat

    Customer hand over valet ticket

    Driver hands the car to customers

    (backstage)

    LINE OF VISIBILITY

    Reservation taken

    Park the car in Malls basement

    Bottleneck #4

    Ticket stub marked

    Bottleneck #6

    LINE OF INTERNAL INTERACTION

    Support Process

    Reserve tickets against the name

    Bottleneck # 2 & 3

    Double check system

    Stub and Cash into audit system

    Ushers chosen

    Cars keys assigned against issued ticket

    Service Failure Points in Atriums Service Design


    Bottleneck # 1 at the phone reservation:
    Busy reservation system. Customer waits for the phone to go through. Atrium Cinema phone reservation does not meet the customer demand. Customers constantly complains about lines being busy. Atrium is currently reserving tickets on phone for only first 2 rows of the theatre.

    Suggestions:
    Improve the phone reservation system by increasing number of lines and staff. Allow seats choosing facility over the phone for the whole theatre.

    Bottleneck # 2 at the support process of phone reservation:


    Tickets reserved against the wrong name. Mix up of the names due to human error.

    Suggestions:
    Train the operations and front stage staff.

    Service Failure Points in Atriums Service Design


    Bottleneck # 3 at the support process of keys assigning against valet ticket:
    Wrong ticket assigned against keys.

    Suggestions:
    Train the operations and front stage staff properly.

    Bottleneck # 4 at the Ticket Booth:


    Excessive wait & long lines at ticket booth. Customers at atrium constantly complain about long lines present at the two ticket booths of the cinema.

    Suggestions:
    Increase number of booths to three minimum (one for each screen of atrium cinema).

    Service Failure Points in Atriums Service Design


    Bottleneck # 5 at seat placement inside the cinema house:
    Wrong seat placement due to human error by usher.

    Suggestions:
    Train the ushers.

    Bottleneck # 6 at the Valet Parking:


    Customers wait for excessive amount for the car to be returned. Customers has complaint of waiting for the car for 10 to 20 minutes.

    Suggestions:
    Increase number of drivers but there is a space issue as well.

    Universe Cineplex Service Blueprint


    Physical Evidence
    Phone Reservation Car Parking Cinema Ambience Box Office Window Tickets 3d Glasses Cash Ticket Snubbed Pizza Pop Corns Sofas Sandwich Nachos Assigned seat Inside of Cinema Screen Quality Sound System

    Customer

    Call in reservation

    Customer arrives and park the car

    Go to Ticket Booth

    Pay for tickets

    Wait until movie starts

    Take seat in theatre


    Bottleneck #4

    Customer drives away

    LINE OF CUSTOMER INTERACTION

    (onstage)

    Contact Person

    Bottleneck #1

    Check name for reservations / buy tickets at the spot

    Take Payment

    Usher takes to seat

    (backstage)

    LINE OF VISIBILITY

    Reservation taken

    Bottleneck #3

    Ticket stub marked

    LINE OF INTERNAL INTERACTION

    Support Process

    Reserve tickets against the name

    Bottleneck # 2

    Double check system

    Stub and Cash into audit system

    Ushers chosen

    Service Failure Points in Cineplexs Service Design


    Bottleneck # 1 at the phone reservation:
    Busy reservation system. Customer waits for the phone to go through.

    Suggestions:
    Improve the phone reservation system by increasing number of lines and staff.

    Bottleneck # 2 at the support process of phone reservation:


    Tickets reserved against the wrong name. Mix up of the names due to human error.

    Suggestions:
    Train the operations and front stage staff.

    Service Failure Points in Cineplexs Service Design


    Bottleneck # 3 at the Ticket Booth:
    Excessive wait & long lines at ticket booth. Customers at atrium constantly complain about long lines present at the two ticket booths of the cinema.

    Suggestions:
    Increase number of booths to three minimum (one for each screen of atrium cinema).

    Bottleneck # 4 at seat placement inside the cinema house:


    Wrong seat placement due to human error by usher.

    Suggestions:
    Train the ushers.

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