Olive Garden Service Blueprint
Olive Garden | Service Blueprint | | | | | 3/22/2011 | |
Chelsea Adams Melissa Perry Supinya Tasanaroungrong Jason Vigil Ryan Wieczorek
Author names
= Potential Bottlenecks/ Problems
Long Wait
Wrong Check
Unsatisfactory Food/Drinks
Food
Receive Drinks
Take Order
Olive Garden
Service Blueprint
POS System
Cook Food
Prepare drinks
Waiting List
Receive food order
Process bill
Deliver food
Deliver Drinks
Take to table
Take customer name
Greet Customer
(Invisible)
(Visible)
Get bill
Pay bill
Leave Restaurant
Receive food
Eat
Order drinks and food
Sit at table
Sit and wait
Put name on wait list
Walk In
Arrive at Olive Garden
Bill
Hostess Stand
Entry way
Parking
Restaurant Interior
Food
Food Appearance
Drinks
Menu
Table or booth
Waiting Area
Other customers waiting
Host/Hostess Stand
Entry Way
Interior Design
Restaurant exterior
Parking lot
Support Processes
Contact Person
Customer
Physical
Evidence
We chose Olive Garden restaurant to do our service blueprint on. There were various factors that helped us make our decision. The first factor was that it was a restaurant and we believe that restaurants have more key “wow points” than hotels. Also, the mood and emotions of the guest can be more easily influenced at restaurants. By constructing a service blueprint, we are able to understand exactly what the customer wants and how every point in their visit can be influenced by the staff, management, and restaurant operation. Another big factor in making our decision about choosing Olive Garden was the amount of evidence and information available to us regarding the restaurant. A larger operation, such as McDonalds or Denny’s would have an enormous amount of information available. But, by choosing a restaurant with larger amounts of information, the information would become lost in translation. There would so much information available, which would
Chelsea Adams Melissa Perry Supinya Tasanaroungrong Jason Vigil Ryan Wieczorek
Author names
= Potential Bottlenecks/ Problems
Long Wait
Wrong Check
Unsatisfactory Food/Drinks
Food
Receive Drinks
Take Order
Olive Garden
Service Blueprint
POS System
Cook Food
Prepare drinks
Waiting List
Receive food order
Process bill
Deliver food
Deliver Drinks
Take to table
Take customer name
Greet Customer
(Invisible)
(Visible)
Get bill
Pay bill
Leave Restaurant
Receive food
Eat
Order drinks and food
Sit at table
Sit and wait
Put name on wait list
Walk In
Arrive at Olive Garden
Bill
Hostess Stand
Entry way
Parking
Restaurant Interior
Food
Food Appearance
Drinks
Menu
Table or booth
Waiting Area
Other customers waiting
Host/Hostess Stand
Entry Way
Interior Design
Restaurant exterior
Parking lot
Support Processes
Contact Person
Customer
Physical
Evidence
We chose Olive Garden restaurant to do our service blueprint on. There were various factors that helped us make our decision. The first factor was that it was a restaurant and we believe that restaurants have more key “wow points” than hotels. Also, the mood and emotions of the guest can be more easily influenced at restaurants. By constructing a service blueprint, we are able to understand exactly what the customer wants and how every point in their visit can be influenced by the staff, management, and restaurant operation. Another big factor in making our decision about choosing Olive Garden was the amount of evidence and information available to us regarding the restaurant. A larger operation, such as McDonalds or Denny’s would have an enormous amount of information available. But, by choosing a restaurant with larger amounts of information, the information would become lost in translation. There would so much information available, which would