This report includes information about all the service encounters and experiences on a daily, weekly or monthly basis of the ferry terminal in Harlingen. This introductory case seeks to open up the terminal as an educational resource with a view to definition, observation, reflection, and insight i...
,Table of Content
1. Introduction..........................................................................................................3
2. Definition of operations and operations management.........................................4
3. Service blueprint...................................................................................................9
4. Interview summary.............................................................................................10
5. Operational analysis...........................................................................................12
6. Conclusion and recommendation.......................................................................15
7. References..........................................................................................................17
8. Appendices.........................................................................................................20
Appendix 1: Questionnaire questions.................................................................20
Appendix 2: interview transcript.........................................................................21
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, 1. Introduction
“Castles of the seas” can be found in the northern Netherland, in the province of Friesland
on the coast of Wadden Sea. Harlingen is a municipality and a city with a long history of
fishing and shipping. This sea is unique in the world because it dries up largely every day
in tidal changes, making it possible to walk to the islands. From 1923, Rederij Doeksen is
running the passenger service between Harlingen, Terschelling and Vlieland (Rederij
Doeksen, 2022). Over the years, the ferry service has invested substantially in enhancing
the speed, comfort, regularity and reliability of its passenger, car and freight service to
Vlieland and Terschelling. In the later years, Royal Doeksen further widened its operations
to encompass fast ferry transport for commuters and leisure passengers. The business
remains a family concern and is now in the fourth generation of Doeksen family ownership
(Rederij Doeksen, 2022).
This report aims to use the example of the chosen terminal to create an understanding of
the complexity of service operations and operation management. To fully understand the
operations of the terminal, an interview with an employee was conducted. This report
starts with an explanation of the definitions and concepts of the operations. After that, all
relevant concepts are included in the service blueprint. This gives a clear overview of the
potential touchpoints of the guests and employees. Followed by the chapter about the
interview which includes a created profile of the interviewed employee. Additionally, the
operations at the front office area are analyzed in an operational analysis based on the
conducted interview. Lastly, the conclusion that combines all important aspects and
recommendations for the front office service of Harlingen Terminal.
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