Dear Value Chain student Your portfolio examination for May 2017 Please read through the situation described below and answer the questions. It is 17:00 in the afternoon. You are standing at the reception area of the workshop where you have left your vehicle for a service that morning. Things seem chaotic. You observe the following:  There is a long queue of customers waiting at one service desk.  The person who should be at the service desk is not there because he/she is looking for someone in the workshop.  A customer is in a heated argument with the services manager. You don’t want to eavesdrop on the conversation, but you cannot help to overhear the customer saying “Why didn’t you call me this morning to tell me the car will not be ready? Now I have to call someone to come a fetch me so that I can go home!”  Another consultant is busy explaining to another customer that the parts that they ordered were not delivered on time and therefore his vehicle will be ready in an hour.  Another client wants to pay, but the credit/debit card system is off-line.  It is obvious that, as more customers arrive to collect their vehicles, they don’t know where to go for assistance. Question 100 Marks You decide to assist the company to try and correct the chaos. Use a service blueprint to map out the service process for the motor vehicle service process. The blueprint should show the following:  The sequence or flow of all the service activities that needs to be completed in order to complete the typical service cycle for motor vehicles  The flow and relationship between front-office and back-office activities  Indicate all decision points, customer waiting points and potential fail points  Discuss in detail how you would manage the process to provide a seamless service. Focus on the three areas (points) that you have identified under the previous bullet point  Discuss how this blueprint will be implemented in the organization – making sure that you discuss the internal buy-in process and the performance measure and remuneration. You should show your ability to manage a basic project to implement the new service blueprint successfully.