Service Blueprint for Coffee Roastery
1. Coffee Roasting
Goal: Deliver consistently roasted coffee beans that highlight unique flavor profiles.
| Service Components | Customer Actions | Frontstage (Visible Staff Actions) | Backstage (Invisible Staff Actions) | Support Processes |
|---|---|---|---|---|
| Service Setup | Customer places an order or visits the roastery. | Staff explains roasting profiles and processes to the customer. | Procurement of high-quality beans from trusted suppliers. | Quality checks for raw beans and logistics coordination. |
| Roasting Process | Customer observes or requests specific roast preferences. | Master roaster operates equipment and provides live commentary. | Calibration and maintenance of roasting equipment; adjusting profiles for consistency. | Use of roasting logs and data analytics for process optimization. |
| Product Delivery | Customer receives freshly roasted coffee beans. | Staff packages and labels the roasted coffee. | Verification of roast quality (color, aroma, flavor). | Packaging quality assurance and order management system. |
| Quality Control | Customer provides feedback on roasted coffee. | Staff addresses customer feedback and offers solutions. | Sensory analysis and cupping sessions for roasted batches. | Continuous improvement based on customer feedback and testing. |
2. Coffee Cupping and Flavor Profiling
Goal: Enhance customer appreciation of diverse coffee flavor profiles.
| Service Components | Customer Actions | Frontstage (Visible Staff Actions) | Backstage (Invisible Staff Actions) | Support Processes |
|---|---|---|---|---|
| Session Booking | Customer schedules a cupping session through online or in-store booking. | Staff confirms booking and prepares the session itinerary. | Organize coffee samples, grind beans, and prepare cupping station. | Scheduling software integration and inventory management. |
| Cupping Session | Customer participates in cupping, guided by expert cuppers. | Cuppers explain flavor profiles, teach cupping techniques, and lead discussions. | Preparation of water, tasting cups, and consistent brewing methods. | Adherence to SCA cupping standards for uniformity. |
| Feedback Collection | Customer shares impressions of the coffee during the session. | Staff records customer feedback for further recommendations. | Document flavor profiles and customer preferences in a database. | Use of feedback forms or digital tools for data collection. |
| Post-Session Interaction | Customer receives a curated list of recommended coffees based on their tasting preferences. | Staff explains the next steps for purchasing or further exploration. | Update customer records with tasting notes and preferences. | CRM system to manage customer interactions and preferences. |
3. Coffee Selection
Goal: Provide customers with tailored recommendations for their unique coffee needs.
| Service Components | Customer Actions | Frontstage (Visible Staff Actions) | Backstage (Invisible Staff Actions) | Support Processes |
|---|---|---|---|---|
| Consultation | Customer shares coffee preferences (flavor, origin, roast level, brewing method). | Staff asks questions to understand customer needs. | Retrieve information about available stock and seasonal offerings. | Maintain updated inventory and supplier catalogs. |
| Recommendation | Customer receives personalized coffee recommendations. | Staff explains the characteristics of recommended options. | Analysis of customer data to match preferences with available products. | AI-powered recommendation tools or manual analysis. |
| Purchase Decision | Customer selects their preferred coffee and completes the purchase. | Staff processes the order and provides tips for optimal brewing. | Ensure sufficient stock of recommended products. | Inventory replenishment based on sales trends and projections. |
| Follow-Up | Customer receives follow-up communication (thank-you email, tips, or additional offers). | Staff sends personalized messages and offers based on purchases. | Track customer purchase history for future recommendations. | CRM system for customer engagement and follow-up campaigns. |
Quality Management Focus
- Consistency:
- Implement roasting logs and data analytics for consistent flavor profiles.
- Standardize cupping protocols following SCA guidelines.
- Customer-Centric Approach:
- Gather and analyze feedback at every touchpoint to refine services.
- Personalize coffee selection to cater to unique customer preferences.
- Training and Expertise:
- Train staff regularly on cupping, roasting, and customer interaction techniques.
- Certify roasters and cuppers through recognized organizations like SCA.
- Technology Integration:
- Use CRM systems to track customer preferences and feedback.
- Leverage AI for personalized coffee recommendations and inventory management.
- Continuous Improvement:
- Conduct regular quality audits of all service components.
- Stay updated on industry trends to introduce innovative offerings.