Center for Hope Blueprinting Project

Due 12 DEC with oral presentation to class client
written report = 100 points, presentation = 60 points

Students may work in teams of any size, including as an individual.  All members of the team will receive the same score for a single report and a single presentation to the class client. 

As a class, we have worked out the following outline.  All reports are expected to include these basic elements, even though it is expected that reports will vary in structure.

  1. INTRODUCTION
    • objective of the report
    • who we are
    • who is our client
    • client objectives

  2. METHOD

  3. SITUATION ANALYSIS
    • physical facility
    • client base / client description
    • staff and professional support
    • funding
    • client process (abbreviated)

  4. PROBLEM STATEMENT

  5. CUSTOMER SCRIPT (client)
    • wants
    • needs
    • expectations

  6. CUSTOMER FLOWCHART
    (all front room activities – what the customer sees/ does)

  7. BACKROOM SUPPORT ACTIVITIES

  8. CRITICAL POINTS
    • customer contact points
    • moments of truth - - critical incident opportunities for satisfaction - - points for dis-satisfaction (e.g., customer quits)
    • fail points
    • tangible evidence

  9. CONCLUSIONS AND RECOMMENDATIONS

  10. APPENDIX
    • blueprint
      • timeline
      • critical points (above)
    • fishbone chart - maybe