Overview
LL048_MMK251_A2-group_6 slides+1000 word presentation
group members’ names and their students’ IDs. Please copy the AI Acknowledge Statement provided at the
bottom of this assignment brief in your Assignment Cover Page.
2. Introduction: briefly explain the objectives of the presentation, scope and limitation. Keep in mind the
video is prepared for the management of NLB, hence consider the use of the language for this audience.
3. Company overview: provide an overview of NBL, its mission, target audience and key products/services
4. Service blueprint Development (diagram): Visual of new customer journey and service touchpoints - See
chapter 8 for the service blueprint template.
5. Service blueprint analysis - frontstage & backstage interactions: explanation of how the service operates
from a customer and staff perspective
6. Service blueprint analysis - fail points & Bottlenecks: identify challenges in the service process