service blueprint on cnn- ibn
DESCRIPTION
Service blueprint on CNN- IBNTRANSCRIPT
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Service Blueprint of CNN-IBN
Samarjit BaratRaju Singh
Kousik SinghaDipan Sarkar
Anushree HaldarSwarnali Das
Deepanjan DuttaTanay BhowalTapasi Sarkar
Bhargav Shekar Bhyan
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CNN-IBN
• CNN-IBN is a service of Network18, India's leading full play media conglomerate and Time Warner Inc, world’s leading Media and Entertainment Company. CNN-IBN is India's No.1 English news channel and has been the world’s window to India and India's window to the world. The channel is one of the most respected and trusted sources for news and information in the country today. CNN-IBN has been the ‘thought leader’ and has pioneered several initiatives that include CNN-IBN Indian of the Year, Real Heroes, Citizen Journalist Awards, the bi-annual poll State of the Nation, Citizens for Earth, etc.
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Core Mode of Customer Interaction
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CNN-IBN as Media
• The channel has transcended television, and reaches its viewers through various other media like Internet, mobile and voice. The channel’s news portal, IBNLive.com is the news leader in the Internet.
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On Television
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Service Blueprint
• The service blueprint is a technique used for service innovation. The technique was first described by Lynn Shostack, a bank executive, in the Harvard Business Review in 1984. The blueprint shows processes within the company, divided into different components which are separated by lines.
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Elements of Service Blueprint
• Customer Actions: The steps that customers take as part of the service delivery process.
• Front stage (Visible Contact Employee) Actions: This element is separated from the customer actions by a ‘line of interaction’.
• Backstage (Invisible Contact Employee) Actions: The ‘line of visibility’ separates the onstage from the Backstage actions.
• Support Processes: The ‘internal line of interaction’ separates the contact employees from the support processes.
• Physical Evidence: For each customer action, and every moment of truth, the physical evidence that customers come in contact with is described at the very top of the service blueprint.
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Touch Point Between them…. !!
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The Process of Structuring a Blueprint Involves Six Steps
• The identification of the service process, that is supposed to be blueprinted
• The identification of the customer segment or the customers that are supposed to experience the service
• Picturing the service from the customer’s perspective• Picturing the actions of the contact employee (onstage
and backstage), and/or technology actions• Linking the contact activities to the needed support
functions• Adding the evidence of service for every customer
action step
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Website
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On Google !!!
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SERVICE BLUEPRINT OF
CNN - IBN
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Physical Evidences
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Customer Actions
Line of Interaction
Onstage Contact Person
Line of Visibility
Backstage Contact Person
Line of Internal Interaction
Physical Evidence
Support Processes
Websites Mobile
Tuning in Channel
Visiting their Websites
Mobile Applications
Shuffling On the News
Responding Customer Call on
their Shows
Asking for subscription
Making Customer
Involvement
Working and getting Content
finally edited for Mobile
Shooting the Show behind
Cameras
Telecasting the Shows
Refreshing the Website regularly
Innovating various Mobile reach medium
Making the Shows and
editing them for final telecasting
Making of the content and
Content Marketing
Making shows of Upcoming events and
shooting them
Television Channel
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Ranking in the Race !!
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Few Achievement for Service Quality
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Conclusions and Key Learning
• The way media channels provide services thru various media of communications are using integrated Marketing Communications.
• Despite the dominance of services in modern economies, and their rapid growth worldwide, it is surprising how little research and how few methods and techniques exist to address the unique challenges of service innovation.
• We hope that by capturing what is already known about blueprinting and sharing our experience and relevant case studies we will inspire broader adoption of the technique as well as creative extensions that will further enhance its value to service managers and to researchers from multiple disciplines.
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THANK YOU