Service Management Lecture 7 & DataMarket
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The document discusses facility design and its impact on customer and employee behavior. It provides examples of how ambient conditions, spatial layout, and signs/symbols can affect people. It also shows process flow diagrams for a mortgage office and driver's license bureau to analyze bottlenecks and improve layouts. Finally, it discusses how the physical layout and design of an ocean theme park can be optimized to reduce travel distances between attractions based on customer flow data.
Service Management Lecture 7 & DataMarket
- 1. Lecture 7: The Supporting FacilityGuest Lecturer: Hj叩lmarG鱈slason from DataMarket
- 5. House KeepingAirwaves?S鱈minn App http://www.youtube.com/watch?v=tUPJiL8Zb1YOff venues?Live Project http://liveproject.me/event/airwaves2011/Any good or bad service?Keflav鱈k Airport wifiPlastic bags at storesKaffismi丹janhttp://4sq.com/o8CGlcLast assignment and next assignment
- 7. Lecture 7: The Supporting FacilityLecturer: B叩r丹urrnGunnarssonTextbook: Service Management by Fitzsimmons & FitzsimmonsSchool of Business | V-522-SERV - HR 2011
- 8. 8-8Discuss the impact of the servicescape on the behavior of customers and employees.Describe the critical facility design features.Draw a process flow diagram.Identify the bottleneck operation in a product layout and rebalance for increased capacity.Use operations sequence analysis to minimize flow-distance in a process layout.Recommend facility design features to remove anxiety of disorientation.Learning Objectives
- 9. 8-9Designing Physical Surroundings to Affect Employee and Customer BehaviorAmbient Conditions: background characteristics such as noise level, music, lighting, temperature, and scent.Spatial Layout and Functionality: reception area, circulation paths of employees and customers, and focal points.Signs, Symbols, and Artifacts: selection, orientation, location, and size of objects. Servicescapes
- 11. 8-11Property SurveyCT=90 min.YesFinal ApprovalCT=15 min.MortgageApplicationsCompletedApplicationsApproved MortgagesCredit ReportCT=45 min.Title SearchCT=30 min.NoUnapproved MortgagesProcess Flow Diagram of Mortgage Services
- 12. 8-122 120 304 90 401 240 153 60 605 180 206 120 30ActivityNumber(s) Capacity per hour Cycle Time in secondsAutomobile Drivers License OfficeReview Payment ViolationsEye Test PhotographIssueInOutProduct Layout Work Allocation Problem
- 13. 8-131,4 65 553 60 60InOut6 120 305 180 202 120 303 60 601,4 65 55 InAutomobile Drivers License Office (Improved Layout)
- 14. 8-14Ocean World Theme Park Daily Flows A B C D E F A B C D E FA75602015150306B6010281040128NetflowC10671588820D0363053010E1062011010F60043Flow matrix Triangularized matrix Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing, E=aquarium, F=water rides.Process LayoutRelative Location Problem
- 15. 8-15CABCABDEFDFEAAFCBCEDEFDB(a) Initial layout (b) Move C close to A Pair Flow distances Pair Flow distances AC 30 * 2 = 60 CD 20 * 2 = 40 AF 6 * 2 = 12 CF 8 * 2 = 16 DC 20 * 2 = 40 DF 6 * 2 = 12 DF 6 * 2 = 12 AF 6 * 2 = 12 Total 124 CE 8 * 2 = 16 Total 96(c ) Exchange A and C (d) Exchange B and E and move F Pair Flow distances Pair Flow distances AE 15 * 2 = 30 AB 15 * 2 =30 CF 8 * 2 = 16 AD 0 * 2 = 0 AF 6 * 2 = 12 FB 8 * 2 = 16 AD 0 * 2 = 0 FD 6 * 2 = 12 DF 6 * 2 = 12 Total 58 Total 70Ocean World Theme Park (Proposed Layout)
- 16. 8-16Need for spatial cues to orient visitorsFormula facilities draw on previous experienceEntrance atrium allows visitors to gain a quick orientation and observe others for behavioral cuesOrientation aids and signage such as You Are Here maps reduce anxiety Environmental Orientation Considerations