Service Blueprint and Service Encounters of Papa John's Pizza

Papa john`s pizza
Services marketing
Essay
Student Name
[Pick the date]

Introduction
It was the year 1984 when Papa john established its first restaurant. During the initial
period, the founder had purchased old equipment for making Pizza and started its process. In
1993, the company entered into the public sector and within one year it came up with almost 500
stores. Today it is known as one of the large pizza company in the world with presence in almost
50 countries. For the business like Pizza, service plays a very important role in the growth and
development of the company (Papajohnes, 2018). It is the service which makes this company
different from other competitors in the same segment. To maintain this service quality the Papa
John utilize one of the important flow charts that include the front stage as well as backstage
operations of the Papa John’s company which is known as service blueprint (Gronroos &
Ravald, 2011). The focus is also on the service encounters faced by Papa John`s along with
managerial implications related to service.
Service Blue Print
The blue print is basically a concept which includes both the supportive and operational
process of the company. It is actually a tool in the hands of the company management which
helps the company to compare their performance with the performance of the competitors.
Blueprint also includes those activities which we cannot measure but can feel their impact on the
image of the company (Mon & Pil, 2017). Every process follows some fixed path or a
prerecorded way which is known as the chart that directs the flow of any company value
creation. For any service organization service, blueprint has the significant position. It is this
service blueprint which helps the Papa John`s to hold their strong customer base by providing
the best quality service which is being expected from the service provider like Papa Jhon`s. This
service blue print also provides them with the necessary support which is required to solve any
kind of conflicts.
Front stage-flow chart
Check-in
Order is prepared
and made available
at the counter.
The customer takes
pizza (Eat or Take
away)
Information is
stored in the
computer along
with order placed
The attendant
takes order and
information
Greeted by
attendant
Order placed by
the customer with
payment

This chart reflects the front stage flow of the Papa John`s Pizza operations. It stands in
the form of the daily logo which reminds them about their success in the segment of Pizza. In
this chart, a systematic flow of operation is maintained in order to make a daily impact on the
potential customers. They have actually formed a separate mode of reorganization in which they
want their customers to remember them with the help of their symbols, employees’ uniform,
their sitting arrangement and their warm welcome for the customers (Hossain, Enam & Farhana,
2017). These elements act as the component of trust for the potential customers and the
reflection of their services. The front stage process is actually focused on three main components
which are the mark of any form of restaurants. One is employees, process flow and aesthetics of
the restaurant.
The front end stage begins when the customer recognizes the logo of the restaurant and
decides to check-in the restaurant. During the arrival of the customer, the employees of the
restaurant welcome the customer with the warm heart. Then the customer movies towards the
counterpart of the restaurant and started selecting the item from the list of items which they want
and then place their order (Wang, Lee & Trappey, 2017). The employee which is present on the
counter side confirms the order with the customer and collects the necessary data from the
customer. Then the customer makes the payment and a bill is generated in two forms one is
given to the customer and another bill is passed to the back end. During preparation of item, the
customer waits for the order at their sitting arrangements. The prepared order is made available
at the counter within the short span, from where the customer picks their order. It can be said the
front end stage is actually the interaction point between customers and the employees, warm
welcome, placing an order, sending details at the back end stage and finally enjoy this delicious
hot pizza (Lee, Wang & Trappey, 2015). It can be said that front-end stage is actually the
reflection of all the training and cost which has been spent by the management on these service
professional providers in the form of quality service offering to the customers.
Backstage flow chart
The detail information
related to the customer is
stored in the system and
then an order is placed.
Preparation and
packaging of
pizza
Packed pizza is
made available at
the counter