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Pamplets distributed at universities (1000 pamplets in the first month then distribution will be under consideration as to whether to continue or not). The customers with the pamplet are offered 10% off the regular price.

Presenting customers loyal cards to whoever frequents the shops 20 times a month with 10% discount on drinks of all kinds (cards are valid within a month and marked with the manager's signature).

Presenting VIP cards to the 6 - customer - loyal - card holders, who have 20% off the regular prices on all kinds of drinks. VIP cards expires in 1 year long.

2.4.6.Staffs

Barista & servers: 12 staffs

Working hours: 6h30 - 14h30

Working hours: 14h30 - 23h00

Security (guard looking after vehicles): 4 staffs

Working hours: 6h30 - 14h30

Working hours: 14h30 - 23h00

Housekeeping: 4 staffs

Working hours: 6h30 - 14h30

Working hours: 14h30 - 23h00

Cashiers & receptionists: 4 staffs

Working hours: 6h30 - 14h30

Working hours: 14h30 - 23h00

Accountant: 1 staff

Website administrator: 1 staff

The staff numbers are adjusted after one month.

3. Service design

3.1. Blueprinting of coffee shop

As you can see this is a service process blueprint that it can be updated, extended and rearranged as desired. This can be the better way of serving clients, and We can now devise customer defined service standards, that can be easily implemented.

For instance if the coffee shop has a complaint about how dirty a certain table cloth is , this could be promtly responded to by the hygiene and safety division . Let's now take one area in our blueprint for example to see what we can do with it. We'll take the fourth box under the line of interaction - employee handling customer ‘s grieavance - she will come to solve the problem and gain back his or her sympathy and satisfation by listening and explaining to the unhappu customer and referring the feed back to the hygiene and safety.

3.2. Function of each line

3.2.1. Line of Interaction

Customers access the website and are given an ID for the date with the partners at our shop. The Website administrator or the call center will assist customers with information posting

3.2.2. Line of visibility

The patron's id date is given to a receptionist and he or she is led to a consultant ( who is responsible for facilitating the dialogue between the two partners and offering tips on how to order romantic refreshments ). Those who come to our shop for other purposes receive some serevice except for consultation. Other employees are in charge of talking orders, making delivering.

3.2.3. Line of internal interation

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