TheSupportingFacility.pptVIP

Chapter 09The Supporting Facility Creating the Right Environment Learning Objectives Describe the impact of the “servicescape” on the behavior of customers and employees. Identify and discuss the three environmental dimensions of servicescapes. Identify the six critical design features of a service supporting facility. Draw a process flow diagram and calculate performance metrics. 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.  Servicescapes Designing Physical Surroundings to Affect Employee and Customer Behavior Ambient 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.  Typology of Servicescapes Facility Design Considerations Nature and Objectives of Service Organization Land Availability and Space Requirements Flexibility Security Aesthetic Factors The Community and Environment Types of Services Processes Process Analysis Terminology Cycle Time is the average time between completions of successive units. Bottleneck is the factor that limits production usually the slowest operation. Capacity is a measure of output per unit time when fully busy. Capacity Utilization is a measure of how much output is actually achieved. Throughput Time is the time to complete a process from time of arrival to time of exit. Process Analysis Terminology (cont.) Rush Order Flow Time is the time to go through the system without any queue time. Direct Labor Content is the actual amount of work time consumed. Total Direct Labor Content is the sum of all the operations times. Direct Labor Utilization is a measure of the percentage of