The Supporting Facility
Creating the Right Environment
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Supporting Facility - Operation Management - Lecture Slides, Slides of Production and Operations Management
Operation Management are some of points from this lecture. Keywords are: Supporting Facility, Right Environment, Servicescape, Customers and Employees, Critical Facility, Design Features, Bottleneck Operation, Increased Capacity, Operations Sequence, Process Flowchart
Typology: Slides
2011/2012
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The Supporting Facility
Creating the Right Environment
Learning Objectives
• Discuss the impact of the “servicescape” on the
behavior of customers and employees.
• Describe the critical facility design features.
• 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.
• Prepare a process flowchart.
• Recommend facility design features to remove
anxiety of disorientation.
Typology of Servicescapes
Who Performs in
Servicescape
Physical Complexity of the Servicescape
Elaborate Lean
Self-service
(customer only)
Golf course
Water slide park
Post office kiosk
E-commerce
Interpersonal
(both)
Luxury hotel
Airline terminal
Budget hotel
Bus station
Remote service
(employee only)
Research lab
L.L. Bean
Telemarketing
Online tech support
Facility Design Considerations
• Nature and Objectives of Service
Organization
• Land Availability and Space
Requirements
• Flexibility
• Aesthetic Factors
• The Community and Environment
Walk-Through-Audit
Service delivery system should confirm to
customer expectations
Customer impression of service influenced
By use of all senses.
Service managers lose sensitivity due to
Familiarity.
Need detailed service audit from a customers
perspective. docsity.com
Product Layout
Line-balancing Problem
- Automobile Driver’s License Office
Review Payment Violations Eye Test Photograph Issue
In Out
Activity
numbers
Flow rate
per hour
Time
in seconds
Process Layout
Relative Location Problem
• Ocean World Theme Park Daily Flows
A B C D E F A B C D E F
A B C D E F
Net
flow
Flow matrix Triangularized matrix
Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing,
E=aquarium, F=water rides.
Ocean World Theme Park
(Proposed Layout)
(a) Initial layout (b) Move C close to A
Pair Flow distances Pair Flow distances AC 30 * 2 = 60 CD 20 * 2 = AF 6 * 2 = 12 CF 8 * 2 = 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 = 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 70
A B C
D E F
A
C
D
B
E F
C
A
D
B
E F
A F
C E
D B
Credit Card Processing (Before)
Distance Time Activity Customer requests check 30 ft. 0.5 min. D Server walks 0.5 min. D Server prepares check 30 ft. 0.5 min. D Server walks 0.25 min. D Server presents check 30 ft. 0.5 min. D Server walks 0.5 min. D Customer inspects, puts card out 30 ft. 0.5 min. D Server returns to table 0.25 min D Server picks up card 30 ft. 0.5 min. D Server walks to process 0.5 min D Server fills out slip 0.5 min. D Server processes slip 1.0 min. D Server obtains preauthorization 30 ft. 0.5 min. D Server walks 0.25 min. D Server presents slip 30 ft. 0.5 min. D Server walks 0.5 min. D Customer signs (leaves) 30 ft. 0.5 min. D Server walks 0.25 min. D Server picks up slip 30 ft. 0.5 min. D (Customer leaves) Server walks
Total time: Server:9 min. (270 ft.) Customer: 7.75 min.
Credit Card Processing (After)
Distance Time Activity Customer requests check 30 ft. 0.5 min. D Server walks 0.5 min. D Server prepares check 0.5 min. D Server fills out slip 30 ft. 0.5 min. D Server walks 0.25 min. D Server presents check and slip 30 ft. 0.5 min. D Server returns to table 0.5 min D Customer inspects, puts card out, signs slip 30 ft. 0.5 min. D Server returns to table 0.25 min D Server picks up card and slip 30 ft. 0.5 min. D Server walks 0.5 min. D Server processes slip an card 1.0 min. D Server obtains authorization 30 ft. 0.5 min. D Server walks 0.25 min. D Server presents card and receipt 30 ft. 0.5 min. D Server walks D Customer leaves