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Service Management Lecture 7 & DataMarket
 

Service Management Lecture 7 & DataMarket

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    Service Management Lecture 7 & DataMarket Service Management Lecture 7 & DataMarket Presentation Transcript

    • Lecture 7: The Supporting Facility
      Guest Lecturer: HjálmarGíslason from DataMarket
    • House Keeping
      Airwaves?
      Síminn App http://www.youtube.com/watch?v=tUPJiL8Zb1Y
      Off venues?
      Live Project http://liveproject.me/event/airwaves2011/
      Any good or bad service?
      Keflavík Airport – wifi
      Plastic bags at stores
      Kaffismiðjanhttp://4sq.com/o8CGlc
      Last assignment and next assignment
    • Lecture 7: The Supporting Facility
      Lecturer: BárðurÖrnGunnarsson
      Textbook: Service Management by Fitzsimmons & Fitzsimmons
      School of Business | V-522-SERV - HR 2011
    • 8-8
      Discuss 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
    • 8-9
      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.
      Servicescapes
    • 8-10
      Typology of Servicescapes
    • 8-11
       
      Property Survey
      CT=90 min.
      Yes
      Final Approval
      CT=15 min.
      Mortgage
      Applications
      Completed
      Applications
      Approved Mortgages
      Credit Report
      CT=45 min.
      Title Search
      CT=30 min.
      No
      Unapproved Mortgages
      Process Flow Diagram of Mortgage Services
    • 8-12
      2
      120
      30
      4
      90
      40
      1
      240
      15
      3
      60
      60
      5
      180
      20
      6
      120
      30
      Activity
      Number(s)
      Capacity
      per hour
      Cycle Time
      in seconds
      Automobile Driver’s License Office
      Review Payment ViolationsEye Test PhotographIssue
      InOut
      Product Layout Work Allocation Problem
    • 8-13
      1,4
      65
      55
      3
      60
      60
      In
      Out
      6
      120
      30
      5
      180
      20
      2
      120
      30
      3
      60
      60
      1,4
      65
      55
      In
      Automobile Driver’s License Office (Improved Layout)
    • 8-14
      Ocean World Theme Park Daily Flows
      A B C D E F A B C D E F
      A
      7
      5
      6
      0
      20
      15
      15
      0
      30
      6
      B
      6
      0
      10
      2
      8
      10
      40
      12
      8
      Net
      flow
      C
      10
      6
      7
      15
      8
      8
      8
      20
      D
      0
      3
      6
      30
      5
      30
      10
      E
      10
      6
      20
      1
      10
      10
      F
      6
      0
      0
      4
      3
      Flow 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
    • 8-15
      C
      A
      B
      C
      A
      B
      D
      E
      F
      D
      F
      E
      A
      A
      F
      C
      B
      C
      E
      D
      E
      F
      D
      B
      (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 70
      Ocean World Theme Park (Proposed Layout)
    • 8-16
      Need for spatial cues to orient visitors
      Formula facilities draw on previous experience
      Entrance atrium allows visitors to gain a quick orientation and observe others for behavioral cues
      Orientation aids and signage such as “You Are Here” maps reduce anxiety
      Environmental Orientation Considerations