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Chapter 8The Supporting Facility

8

Service Management (5e)Operations, Strategy, Inormation Technology

!y

Fit"simmons an# Fit"simmons

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&iscuss the impact o the 'servicescape on the ehavior o

customers an# employees*

&escrie the critical acility #esign eatures*

&ra+ a process lo+ #iagram*

I#entiy the ottlenec operation in a pro#uct layout an#

realance or increase# capacity*

-se operations se.uence analysis to minimi"e lo+$#istancein a process layout*

/ecommen# acility #esign eatures to remove an0iety o

#isorientation*

1earning O2ectives

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4hysical acility shoul# e #esigne# +ith an image an# eel

that is congruent +ith the service concept ecause the

#esign o the physical surroun#ings positively aect

employee an# customer ehavior*

The internal response measure# cognitively, emotionally,

an# physiologically is mo#erate# y one6s personal moo#*

7 +ell conceive# servicescape +ill encourage a proper

social interaction et+een an# among customers an#

employees

Servicescapes

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nvironmental #imensions o servicescape

7mient Con#itions9 acgroun# characteristics such as

noise level, music, lighting, temperature, an# scent*

Spatial 1ayout an# Functionality9 reception area, circulation

paths o employees an# customers, an# ocal points*Signs, Symols, an# 7rtiacts9 selection, orientation,

location, an# si"e o o2ects*

8$:

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;ature an# O2ectives o Service Organi"ation

1an# 7vailaility an# Space /e.uirements

Fle0iility

Security

7esthetic Factors

The Community an# nvironment

Facility &esign Consi#erations

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Signs use# in lo+ chart

Operation9 a rectangle encloses the operation name an#

cycle time

&ecision9 a #iamon# encloses the operation name an# cycle

time

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4rocess 7nalysis Terminology

Cycle Time (CT) is the average time et+een completions o

successive units*

!ottlenec is the actor that limits pro#uction, usually the

slo+est operation*Capacity is a measure o output per unit time +hen fully

busy*

Capacity o an operation ? @ACT

Capacity o the entire system ? @Aottlenec capacity

Capacity -tili"ation is a measure o ho+ much output is

actually achieve# compare# to the process capacity*

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4rocess 7nalysis Terminology (cont*)

Throughput Time is the time to complete a process rom time o

arrival to time o e0it (? sum o critical path B average time in

.ueues)*

/ush Or#er Flo+ Time is the time to go through the system+ithout any .ueue time*

&irect 1aor Content is the actual amount o +or time

consume#*

Total &irect 1aor Content is the sum o all the operations

times*

&irect 1aor -tili"ation is a measure o the percentage o time

that +orers are actually contriuting value to the service*

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4rocess Flo+ &iagram o Mortgage Services

Property SurveyCT=90 min.

Credit ReportCT=45 min.

Title SearchCT=30 min.

Unapproved

Mortae!

"pproved

Mortae!

Completed

"pplication!

Mortae

"pplication!

#inal "pprovalCT=$5 min.

%e!

&o

8 @D

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7utomoile &river6s 1icense Oice

/evie+ 4ayment Eiolations ye Test 4hotograph Issue

In Out1 240 15

2 120 30

3 60 60

4 90 40

5 180 20

6 120 30

Activity

Number(s) Capacity

per hour Cycle ime i! seco!"s

4ro#uct 1ayout

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1#4 65 55

3 60 60

3 60 60

1#4 65 55

6 120 30

5 180 20

2 120 30

$!

$!

%ut

7utomoile &river6s 1icense Oice

(Improve# 1ayout)

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Ocean

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(a) Initial layout () Move C close to A

4air Flow distances Pair Flow distances

7C 3D % ? =D C& %D % ? :D

7F = % ? @% CF 8 % ? @=

&C %D % ? :D &F = % ? @%

&F = % ? @% 7F = % ? @%

Total @%: C 8 % ? @= Total =

(c ) Exchange A and C (#) Exchange B and E and move F

4air Flow distances Pair Flow distances

7 @5 % ? 3D 7! @5 % ?3D

CF 8 % ? @= 7& D % ? D

7F = % ? @% F! 8 % ? @=

7& D % ? D F& = % ? @%

&F = % ? @% Total 58

Total >D

A ' C

*

A

C

'

*

C

A

'

*

A *

C

'

Ocean

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;ee# or spatial cues to orient visitors

Formula acilities #ra+ on previous e0perience

ntrance atrium allo+s visitors to gain a .uic orientation

an# oserve others or ehavioral cuesOrientation ai#s an# signage such as 'Gou 7re Here maps

re#uce an0iety

nvironmental Orientation Consi#erations

8 @5

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Topics or &iscussion

Compare the attention to aesthetics in +aiting rooms that you have

visite#* Ho+ #i# the #ierent environments aect your moo#

Jive an e0ample o a servicescape that supports the service concept

an# another that #etracts* 0plain the success or ailure in terms o the

servicescape #imensions* Select a service an# #iscuss ho+ the #esign an# layout o the acility

meets the ive actors o nature an# o2ectives o the organi"ation*

For 0ample 8*3, the Ocean