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Service Management Lecture 7 & DataMarket
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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