Supporting Facility and Process Flows

Creating the Right Environment

McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.

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.

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Process Layout:Relative Location Problem

Ocean World Theme Park Daily Flows

10

0

6

60

10

7 5

0

6020

43

6

6201

7

010

15

2

8

3

10

15

8820

630

15030

8104012

6

8

530

10

10

A B C D E F A B C D E F

A

B

C

D

E

F

Netflow

Flow matrix Triangularized matrix

Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing, E=aquarium, F=water rides.

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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 =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

A B C

D E F

A

C

D

B

E F

C

A

D

B

FE

A F

C E

D B

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Environmental Orientation Considerations

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

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Topics for Discussion Compare the attention to aesthetics in waiting rooms that you have

visited. How did the different environments affect your mood? Give an example of a servicescape that supports the service

concept and another that detracts. Explain the success or failure in terms of the servicescape dimensions

Select a service and discuss how the design and layout of the facility meets the five factors of nature and objectives of the organization.

For Example 9.3, the Ocean World theme park, make an argument for not locating popular attractions next to each other.

The CRAFT program is an example of a heuristic programming approach to problem solving. Why might CRAFT not find the optimal solution to a layout problem?

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Interactive Exercise

The class divides into small groups One-half of the groups produce

examples based on work experience with supportive servicescapes in terms of job satisfaction and productivity.

The other one-half of the groups provide examples of poor servicescapes in terms of job satisfaction and productivity.

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