1 page flowchart + not more than 1200 words -prepare a flowchart of the back-stage as well as the front-stage operations of this business -using this flowchart, explain the significance of the encounter,and its managerial implcations. the written component of the essay should not exceed words(12 font, arial or times new roman single spaced) FLOWCHART: -its a ''map'' of the service experience which shows the total process step by step -flowcharting is useful as a management tool to identify problems in stages of the delivery -flowcharting is also known as ''blueprinting'' and ''service mapping'' -flowcharting includes the front-stage and back-stage components of the service Example of flowcharting the service experience A hotel: FRONT-STAGE:includes porter service, valet parking, reception, bar and restaurant services, room services, and other personal assistance BACK-STAGE:includes management and administration, kitchen preparation, housekeeping, storage, buying tangibles such as food, furnishings and other essential supplies MANAGERIAL IMPLIMCATIONS -what are the sevice benefits? -what is the nature of consumers'' behaviour & experiences? -how design the delivery system? -what are the alternative means of delivering the service? -what are the implications for managing the service encounter? SERVICE ENCOUNTER -design of the service factory-location, environment service speed and duration, general effectiveness and efficiency -alternative channels e.g ATMs, EFTPOS,BPAY- are these services user friendly, quick and reliable? -three levels of customer contact: High contact: -customers visit service facility and remain thoughout service delivery -active contact between customers and service personnel -includes most people-processing services Medium contact: -the consumer has less involvement with the service provider -medium contact includes services in which the customer visits the provider''s facilities or may be visited at home such as financial services, the delivery and collection of possessions, paying bills Low contact: -little or no physical contact with service personnel -contact usually at arm''s length through electronic or physical distribution channels -new technologies (e.g. Web) help reduce