Physical Evidence: The physical evidencessection describes the tangible components under the service delivery process ofa company. The service delivery components are helpful in determining theperceptible elements under the service delivery that are directly accessible tothe clients (Milton and Johnson, 2012). Physical evidences like a commercialwebsite, shopping cart for customers, shopping menu, and purchase options areidentified by analyzing H&M clothing company.
With the help of commercialwebsite, customers can acquire an easy platform for purchasing clothes.Different elements like shopping cart, cloth menu, and purchase options alsoprove beneficiary for the service delivery of H&M.Customer Actions: The several actions thatcan be performed by customers are described under this section. The actions ofcustomers involve creation of the account by registering for the H&Mwebsite. The customers who have already registered themselves on the websitecan login for further purchasing. The customers can also choose clothes anditems from the shopping menu. Customers are also involved in choosing aspecific cloth variety and also select the payment options.
Onstage/Visible Employee Actions: These actions involvereceiving a request regarding a specific product of customers’ choice. Theemployees of H will need to ensure the availability of the requested serviceand will provide the available cloth related options to the customers. Theemployees are also responsible to confirm the payment process.
Backstage/Invisible Employee Actions: These actions involvearrangement of the supply of a requested product or item (Polaine, Løvlie and Reason, 2013). The employees must also ensure the properpackaging of the available items and must work over successful dispatch of theproducts. Proper packaging of clothes and apparels is necessary to enhance theeffectiveness of the product delivery.
The clothes that are requested by thespecific customers are required to be delivered to the specified customersonly. The employees must also keep a check over the requested item and mustensure their delivery to the correct customer. Support Processes: Different supportprocesses are also evaluated under the service delivery operation of H.These processes involve tracking of shipment and ensure the timely delivery ofthe requested product to the requested customer. The support process alsoinvolves cancellation of an undesirable product and refund relative to thecancelled order. SummaryThe report is focused towards evaluating the servicedelivery operation of H clothing company. The report has provided detailsabout the company’s profile and different types of products and services itprovides to customers. Identification of the service delivery procedure ofH&M and problems encountered in its service delivery practice is alsodescribed in the report.
In order to improve the service quality, a serviceblueprint is designed. This blueprint has defined various service deliveryoperations and processes. ConclusionThe report has presented an evaluation regarding theissues faced in the service delivery practice of H&M which is a retailapparel company. The report has evaluated the online service delivery of thecompany and its various practices that are involved in the service delivery.Different issues related to the dispatch and shipments of products areencountered in the company.
These issues are further explained with the help ofgap model describing the gaps prevailing among the producers and consumers indelivering the service. The report also presents a descriptive serviceblueprint that highlights different aspects of service delivery such asphysical evidence, customer actions, and on-stage and backstage employeeactions. The service blueprint also describes the support processes of thecompany. The service blueprint has assisted H&M to avoid problems relatedto the service delivery and deliver quality services to customers.