An Operations assignment in the first semester of my MBA- Designing a service blueprint for a company. The company chosen was Indian e-tailer, Flipkart.

1. OPERATIONS MANAGEMENT ASSIGNMENT CHOSEN SERVICE COMPANY:
SUBMITTED BY:

2. Open flipkart.com
Arrive at the
homepage.
Select product
category.
View the offerings
of various brands.
Select product.
View product
overview and give
Preferences and
delivery
specifications.
Place order.
Custom er Actions
Physical Evidence Website: www.flipkart.com Catalogue of various brands on website. Security layer of website.
Receive order.
On Stage contact
Back Stage contact
Support processes
Dispatch
Logistics
personnel.
Sort
Packages
Load on
Airplane
Fly to
Destination Unload & Sort Load On Truck
Airport Receives
& Loads
Fly to Sort
Center
Deliver package
to warehouse.
Flipkart contacts
concerned seller.
Line of interaction
Line of visibility.
Line of internal interaction.
Flipkart’s warehouse
dispatches product.
Flipkart contacts
concerned banking service
for receiving customer
payment.
Waiting period
for customer
Process order
and checkout.
Track shipment and update
details of status of
delivery.
Provide shipment
Tracking option.
Service Blueprint of flipkart.com Operations Assignment – Aabir Chatterjee