Analysis of Eddie Stobart's Service Process and Technology

This report provides a critical analysis of Eddie Stobart Limited, a British multimodal logistics company. It examines the company's service process designs, including the application of service blueprints. The report evaluates the role and ethical implications of technology, such as shipment tracking and autonomous trucks, in service delivery. Furthermore, it analyzes how service capability and performance are managed, including the use of balance scorecards and the company's mission and vision. The report concludes with recommendations for service process design, technology adoption (including drone delivery systems), and performance management (inventory management), aiming to enhance Eddie Stobart's competitive advantage and customer satisfaction within the logistics industry.

Introduction
Service management is the process that aims to transform the service providers resources into the
valuable customer services. these services are to be made available at the agreed level of quality
risk and cost.
This report will cover the study of Eddie Stobart Limited Which is the British multimodal
logistic company with interesting rail freight, road haulage, BBC an inland waterway transport
system and deep Seaport an rail connected storage facilities, handling and warehousing facilities
in United Kingdom another transportation’s in the United Kingdom.
This report will critically analyse the service process designs of the organisation, it will also
critically evaluate the role and ethical implications of technology in the organisation service
delivery. this report will analyse how the service capability and performance is managed within
the Eddie Stobart. In the end of this report will provide the recommendation for the service
process design, technology and managing performance.
Main body
Critically analyse the service process designs of the organisation
service blueprint is the diagram that visualise the relationship between different components of
services, it covers the people come up process an evidence is that are directly tried to touch point
in a specific customer journey and it can also be considered at the blueprint as the part two to
Customer journey Maps (Hodgkinson and et.al., 2017).
Service blueprint is the technique that is originally used in the designing of the services, but also
found the applications and diagnosing the problem with operational efficiency. this technique
was firstly introduced by the G. Lynn Who was then bank executive member indeed Harvard
Business Review in year 1984. The service blueprint is an applied process chart which in able to
show that the service delivery process of the organisations from the customer perspectives
Eddie Stobart Can also create their service blueprint designs that will help them to provide
services from the proper steps and they will able to satisfy their customers needs and demand by
using the service blueprint. There are in total five key high level steps within the service
blueprint as follows-
Find support
First trip that need to be followed by the leaders and managers of the Eddie Stobart Is that they
should find the support from there stakeholders within the business. they should pull together a
cross disciplinary team that has responsibility for the portion of service part within the
organisations an established stakeholders support for the any Theatre of the blueprint. this
support can be gained through the executives, managers and clients.
Define the goal

Another step is to choose the focus an what is there scope, identification of the scope is helpful
for the Eddie Stobart so they can decide how granular the blueprint will be and what will be the
goals of business.
Gather search
Unlike the customers journey mapping a lot of external an internal researchers are required. it is
necessary for the 1st to research about customers and another steps will be gathering the internal
researchers through the observation with the employees. It is necessary for the leaders to select
and combine the multiple methods in order to reveal the Insights from the different angles and
job roles.
Map the blueprint
It will be useful for the Eddie Stobart to organise a short workshop session to do this step four
and five this helps to create a shared understanding amongst the team of allies and ensure that the
blueprint remains collaborative an and based (Hazée and Van Vaerenbergh., 2020). It will also
cover the steps like map customer actions, map employees front stage and backstage actions,
mapping the support processes an evidence etc.
Refine and distribute
Refine by adding any other contextual details as needed. this details include the matrix, arrows
and regulations.
An overview of service environment
Eddie Stobart Provide the logistics services Which means that they are sending the things from
the one place to another plan through the water transport, Ford systems, Rd by aeroplane as well.
this is one of the most famous listed company who are working to make their noise is more
strong through the better channels and there logistics activities are eco friendly Because they are
vehicles are using the low fuel. They provide services to the organisations for transportation of
any heavy things it can include the bikes, cars, equip Menon the other side company also
required some changes in their supply chain management we got sometimes they delay In
providing services on the time.
Due to the delay in the logistics services customers of the Eddie Stobart are they satisfied. it is
necessary for the Eddie Stobart look for there improvement in the logic services so they can
satisfy their customers needs and take competitive advantages within the market where they’re
operating their business.
Critically evaluate the role and ethical implication of the technology in the organisation service
delivery.
There are various technology are used by the Eddie Stobart to make their shipment better an
effective. some of the technology used by the Eddie Stobart are-
Shipment tracking system

Eddie Stobart is using the shipment tracking system that that is helpful for the customers too see
their shipments, estimated delivery time date, unless they decide to make a phone call. shipment
tracking system allow the customers to track there product delivery for the 24/ 7 Period of time.
This technology used by the Eddie Stobart is helping them to take competitive advantages and
they are able to show their presence (Meyer‐Sahling, Mikkelsen and Schuster., 2018. ). It is
necessary for the Eddie Stobart to improve their shipment tracking system with the updates for
the better performance because sometimes it create problems in tracking the shipments.
Autonomous trucks
Eddie Stobart The company is using the autonomous Trucks that are last with the technologies
and also enable the autopilot mode. This kind of trucks are more effective to provide this logistic
services and there are very less chances to get the product and things damage. safety features I
provided within the trucks like fire safety is one of the common safety feature that provided by
the trucks used by the Eddie Stobart. But on the other side they are having availability of the
trucks in low quantity.
Social media
Eddie Stobart is using the social media to provide a customer services to their service users.
people who are facing the problems in the service delivery from the Eddie Stobart Can contact
the social media team of the organisations and they will provide a quick reply to the Eddie
Stobart. they are also reading the campaigns on the social media that is helping them to get more
customers from the UK and European countries.
Ethical implications in the growth of technology
Technology is one of the most effective way too improve the business and provide competitive
advantages to the businesses like Eddie Stobart. technology is helping the Eddie Stobart
Company provide best possible services to their customers and gaining loyalty of the customers.
(Matzner and et.al., 2018) On the other side there are some ethical implication in the growth of
technology, one of them is increasing the prices of technology that is creating threat for the
organisations like Eddie Stobart. Trend in the technology change rapidly and new technology is
taking place and replacing the older one, it is creating threat for the organisation because it is not
possible for them to change and replace the technology again and again. technology sometimes
create the ethical issues like privacy of the customers. Computers can be hacked easily and
hackers can steal the useful data of the customers. Sometimes technology not far fact and it
create many problems for the logistic companies to provide a proper address and tracking.
Critical Analysation of the service capability and performance managed by the organisation.
Balance scorecard
Balance scorecard is the one of the most effective an performance metrics used to identify,
control and improve the business functions and provide the better outcomes. There are four
Perspectives of the traditional balance card score that cover the financial, internal process,
customers and learning and growth.

This technique can be used by the Eddie Stobart logistic company for the improvement of their
services this indicators will help them to provide better logistics services to their customers and
they were able to gain competitive advantages (Benkenstein and et.al., 2017). before using this
measurable technique it is necessary for the leaders and managers of the company to have proper
knowledge of balance code card technique otherwise they can get failed to implement.
Mission of the Eddie Stobart logistic is 2 become one of the best logistic company and expand
their business all over the world. While the vision of the Eddie Stobart is Provide safe logistics
and satisfy the customers needs. both mission and vision can be measured through the balance
code cut technique.
Financial
it is necessary for the Eddie Stobart logistic to have strong financial objectives to improve their
probability, market share and stay open within the market. This organisation can improve their
financial position By identifying the investors who can invest in their company and they can also
use the collaborative techniques to improve their financial position.
Customers
Eddie Stobart logistic service system is weak you do the lack of vehicles within their
organisations that is not good for there customers. Customers can be satisfied if the Eddie Stobart
logistic provide the fast logistics services to their customers without delay in delivery’s
(Pestoff., 2018). Customers expected to be first delivery services from the Eddie Stobart logistic
so companies should improve their logistics by adding the more vehicles and better
transportation system.
Internal business process
To improve the process companies using the various strategies and technologies to provide better
logistics services to their customers. it can be improved more if company use the trending
technology and increase the vehicles within their business. the business process can be improved
through the service blueprint that will help them too provide a better picture of their services.
Learning and growth
It is necessary for the Eddie Stobart logistic to improve their growth through the improvement in
their systems and services. Company and add better facilities for the customers and use the cost
effective strategies for the improvement and customer satisfaction.
Important part
It is necessary for the company to improve their customer services that can be improved through
the adding the new vehicles and adding the new technology within their business. one more
prospective that need to be include to achieve their mission and vision can be inventory
management system that could be implemented for the better storage of the product and services!
there are various technology within the market that can be implemented at the workplace of

Eddie Stobart logistic and company gone also provide training and development so employees of
the company can provide better services to their customers.
Recommendation
Eddie Stobart logistic One of the top most nice tea company in United Kingdom and having a
huge reputation in this industry (Guseva and et.al., 2018). There are some service process design
that can be implemented for the improvement and taking the competitive advantages by the
Eddie Stobart logistic.
Company and implement the new emerging technology trends And one of them is drone
delivery system that could be used by the Eddie Stobart logistic for the improvement in their
business. they were able to deliver their services study unreachable places for the humans. it can
include the shipment of product through the drone to the military ships, service of the aircraft
and many more areas.
To manage in the performance of the Eddie Stobart logistic company again implementing you
systems and one of the best system is inventory management system that will enable them to
store more and more products and they will able to calculate how much products can be stored in
their warehouses and what should be their delivery times.
Conclusion
As per the report has been covered study of Eddie Stobart logistic which is UK based loyalty
company. this report has been critically analyse the service process designs of the organisation, it
also has been critically evaluated the role and ethical implications of technology in the
organisation service delivery. this report has been analysed how the service capability and
performance is managed within the Eddie Stobart. In the end of this report has been provided the
recommendation for the service process design, technology and managing performance.

REFERENCE
Books and journals
Hodgkinson, I.R., and et.al., 2017. Toward a public service management: past, present, and
future directions. Journal of service management.
Hazée, S. and Van Vaerenbergh, Y., 2020. Customers' contamination concerns: an integrative
framework and future prospects for service management. Journal of Service Management.
Meyer‐Sahling, J. H., Mikkelsen, K.S. and Schuster, C., 2018. Civil service management and
corruption: What we know and what we don't. Public Administration. 96(2), pp.276-285.
Matzner, M., and et.al., 2018. Digital transformation in service management.
Benkenstein, M., and et.al., 2017. Topics for service management research–a European
perspective. Journal of Service Management Research. 1(1). pp.4-21.
Pestoff, V., 2018. Co-production and public service management: Citizenship, governance and
public services management. Routledge
Guseva, E., and et.al., 2018, May. Discrete event simulation modelling of patient service
management with Arena. In Journal of Physics: Conference Series (Vol. 1015, No. 3, p. 032095).
IOP Publishing.