The Service Process Flow
The first part of the study performed by the groups was the elaboration of the SPF in the
restaurants, based on the moments of truth experienced by the customer.
Two lines were identified: the Front Office, where the customer experiences the service,
getting in contact either with the utensils, furniture and the meal itself, or with the restaurant
staff, and
The Backroom, where the support activities for the Front Office were carried out.
Each group designed its own SPF, but after a joint analysis of it was decided to use the SPF
described in Figure 2.