Service Management Lecture 7 & DataMarket

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Service Management Lecture 7 & DataMarket

  1. 1. Lecture 7: The Supporting Facility<br />Guest Lecturer: HjálmarGíslason from DataMarket<br />
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  5. 5. House Keeping<br />Airwaves?<br />Síminn App http://www.youtube.com/watch?v=tUPJiL8Zb1Y<br />Off venues?<br />Live Project http://liveproject.me/event/airwaves2011/<br />Any good or bad service?<br />Keflavík Airport – wifi<br />Plastic bags at stores<br />Kaffismiðjanhttp://4sq.com/o8CGlc<br />Last assignment and next assignment<br />
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  7. 7. Lecture 7: The Supporting Facility<br />Lecturer: BárðurÖrnGunnarsson<br />Textbook: Service Management by Fitzsimmons & Fitzsimmons<br />School of Business | V-522-SERV - HR 2011<br />
  8. 8. 8-8<br />Discuss the impact of the “servicescape” on the behavior of customers and employees.<br />Describe the critical facility design features.<br />Draw a process flow diagram.<br />Identify the bottleneck operation in a product layout and rebalance for increased capacity.<br />Use operations sequence analysis to minimize flow-distance in a process layout.<br />Recommend facility design features to remove anxiety of disorientation.<br />Learning Objectives<br />
  9. 9. 8-9<br />Designing Physical Surroundings to Affect Employee and Customer Behavior<br />Ambient Conditions: background characteristics such as noise level, music, lighting, temperature, and scent.<br />Spatial Layout and Functionality: reception area, circulation paths of employees and customers, and focal points.<br />Signs, Symbols, and Artifacts: selection, orientation, location, and size of objects. <br />Servicescapes<br />
  10. 10. 8-10<br />Typology of Servicescapes<br />
  11. 11. 8-11<br /> <br />Property Survey<br />CT=90 min.<br />Yes<br />Final Approval<br />CT=15 min.<br />Mortgage<br />Applications<br />Completed<br />Applications<br />Approved Mortgages<br />Credit Report<br />CT=45 min.<br />Title Search<br />CT=30 min.<br />No<br />Unapproved Mortgages<br />Process Flow Diagram of Mortgage Services<br />
  12. 12. 8-12<br />2<br /> 120<br /> 30<br />4<br /> 90<br /> 40<br />1<br /> 240<br /> 15<br />3<br /> 60<br /> 60<br />5<br /> 180<br /> 20<br />6<br /> 120<br /> 30<br />Activity<br />Number(s)<br /> Capacity <br /> per hour<br /> Cycle Time<br /> in seconds<br />Automobile Driver’s License Office<br />Review Payment ViolationsEye Test PhotographIssue<br />InOut<br />Product Layout Work Allocation Problem<br />
  13. 13. 8-13<br />1,4<br /> 65<br /> 55<br />3<br /> 60<br /> 60<br />In<br />Out<br />6<br /> 120<br /> 30<br />5<br /> 180<br /> 20<br />2<br /> 120<br /> 30<br />3<br /> 60<br /> 60<br />1,4<br /> 65<br /> 55<br /> In<br />Automobile Driver’s License Office (Improved Layout)<br />
  14. 14. 8-14<br />Ocean World Theme Park Daily Flows<br /> A B C D E F A B C D E F<br />A<br />7<br />5<br />6<br />0<br />20<br />15<br />15<br />0<br />30<br />6<br />B<br />6<br />0<br />10<br />2<br />8<br />10<br />40<br />12<br />8<br />Net<br />flow<br />C<br />10<br />6<br />7<br />15<br />8<br />8<br />8<br />20<br />D<br />0<br />3<br />6<br />30<br />5<br />30<br />10<br />E<br />10<br />6<br />20<br />1<br />10<br />10<br />F<br />6<br />0<br />0<br />4<br />3<br />Flow matrix Triangularized matrix<br /> Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing, <br /> E=aquarium, F=water rides.<br />Process LayoutRelative Location Problem<br />
  15. 15. 8-15<br />C<br />A<br />B<br />C<br />A<br />B<br />D<br />E<br />F<br />D<br />F<br />E<br />A<br />A<br />F<br />C<br />B<br />C<br />E<br />D<br />E<br />F<br />D<br />B<br />(a) Initial layout (b) Move C close to A<br /> Pair Flow distances Pair Flow distances<br /> AC 30 * 2 = 60 CD 20 * 2 = 40<br /> AF 6 * 2 = 12 CF 8 * 2 = 16<br /> DC 20 * 2 = 40 DF 6 * 2 = 12<br /> DF 6 * 2 = 12 AF 6 * 2 = 12<br /> Total 124 CE 8 * 2 = 16<br /> Total 96<br />(c ) Exchange A and C (d) Exchange B and E and move F<br /> Pair Flow distances Pair Flow distances<br /> AE 15 * 2 = 30 AB 15 * 2 =30<br /> CF 8 * 2 = 16 AD 0 * 2 = 0<br /> AF 6 * 2 = 12 FB 8 * 2 = 16<br /> AD 0 * 2 = 0 FD 6 * 2 = 12<br /> DF 6 * 2 = 12 Total 58 <br /> Total 70<br />Ocean World Theme Park (Proposed Layout)<br />
  16. 16. 8-16<br />Need for spatial cues to orient visitors<br />Formula facilities draw on previous experience<br />Entrance atrium allows visitors to gain a quick orientation and observe others for behavioral cues<br />Orientation aids and signage such as “You Are Here” maps reduce anxiety <br />Environmental Orientation Considerations<br />

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