運營管理-課件

SupportingFacilityandProcessFlowsCreatingtheRightEnvironment1PPT課件LearningObjectivesDescribetheimpactofthe“servicescape”onthebehaviorofcustomersandemployees.Identifyanddiscussthethreeenvironmentaldimensionsofservicescapes.Identifythesixcriticaldesignfeaturesofaservicesupportingfacility.Drawaprocessflowdiagramandcalculateperformancemetrics.Identifythebottleneckoperationinaproductlayoutandrebalanceforincreasedcapacity.Useoperationssequenceanalysistominimizeflow-distanceinaprocesslayout.Recommendfacilitydesignfeaturestoremoveanxietyofdisorientation.7-22PPT課件3PPT課件4PPT課件5PPT課件TypologyofServicescapes7-66PPT課件7PPT課件8PPT課件9PPT課件10PPT課件11PPT課件12PPT課件13PPT課件14PPT課件15PPT課件Servicescapes

DesigningPhysicalSurroundingstoAffectEmployeeandCustomerBehaviorAmbientConditions:backgroundcharacteristicssuchasnoiselevel,music,lighting,temperature,andscent.SpatialLayoutandFunctionality:receptionarea,circulationpathsofemployeesandcustomers,andfocalpoints.Signs,Symbols,andArtifacts:selection,orientation,location,andsizeofobjects.

7-1616PPT課件ServicescapeElements7-1717PPT課件FacilityDesignConsiderationsNatureandObjectivesofService OrganizationLandAvailabilityandSpace RequirementsFlexibilitySecurityAestheticFactorsTheCommunityandEnvironment7-1818PPT課件ProductLayout:

WorkAllocationProblemAutomobileDriver’sLicenseOffice

ReviewPaymentViolationsEyeTestPhotographIssue1240152120303606049040518020612030ActivityNumber(s)CapacityperhourCycleTimeinsecondsInOut7-1919PPT課件AutomobileDriver’sLicenseOffice(ImprovedLayout)

1,4655536060360601,46555612030518020212030In

InOut7-2020PPT課件ProcessLayout:

RelativeLocationProblemOceanWorldThemeParkDailyFlows100660107506020436620170101528310158820630150308104012685301010ABCDEFABCDEFABCDEFNetflowFlowmatrixTriangularizedmatrix

Descriptionofattractions:A=killerwhale,B=sealions,C=dolphins,D=waterskiing,E=aquarium,F=waterrides.7-2121PPT課件OceanWorldThemePark(ProposedLayout)Initiallayout(b)MoveCclosetoA

PairFlowdistancesPairFlowdistancesAC30*2=60CD20*2=40AF6*2=12CF8*2=16DC20*2=40DF6*2=12DF6*2=12AF6*2=12Total124CE8*2=16Total96(c)ExchangeAandC(d)ExchangeBandEandmoveF

PairFlowdistancesPairFlowdistancesAE15*2=30AB15*2=30CF8*2=16AD0*2=0AF6*2=12FB8*2=16AD0*2=0FD6*2=12DF6*2=12Total58Total70ABCDEFACDBEFCADBFEAFCEDB7-2222PPT課件ProcessFlowChartingSymbolsCategorySymbolDescriptionOperationAnoperationperformedbytheserveroff-lineorcustomersself-service.Apossibleservicefailurepoint.CustomerAnoccasionwhenserverandcustomerinteract.Ancontactopportunitytoinfluencecustomerserviceperceptions.TravelThemovementofcustomers,servers,orinformationbetweenoperations.DelayDDelayresultinginaqueueandaneedforwaitingspaceforcustomers.InspectionAnactivitybycustomerorservertomeasureservicequality.

23PPT課件CreditCardProcessing(Before)DistanceTimeActivityCustomerrequestscheck30ft.0.5min.DServerwalks0.5min.DServerpreparescheck30ft.0.5min.DServerwalks0.25min.DServerpresentscheck30ft.0.5min.DServerwalks0.5min.DCustomerinspects,putscardout30ft.0.5min.DServerreturnstotable0.25minDServerpicksupcard30ft.0.5min.DServerwalkstoprocess0.5minDServerfillsoutslip0.5min.DServerprocessesslip1.0min.DServerobtainspreauthorization30ft.0.5min.DServerwalks0.25min.DServerpresentsslip30ft.0.5min.DServerwalks0.5min.DCustomersigns(leaves)30ft.0.5min.DServerwalks0.25min.DServerpicksupslip30ft.0.5min.D(Customerleaves)Serverwalks

Totaltime:Server:9min.(270ft.)Customer:7.75min.

24PPT課件CreditCardProcessing(After)

DistanceTimeActivityCustomerrequestscheck30ft.0.5min.DServerwalks0.5min.DServerpreparescheck0.5min.DServerfillsoutslip30ft.0.5min.DServerwalks0.25min.DServerpresentscheckandslip30ft.0.5min.DServerreturnstotable0.5minDCustomerinspects,putscardout,signsslip30ft.0.5min.DServerreturnstotable0.25minDServerpicksupcardandslip30ft.0.5min.DServerwalks0.5min.DServerprocessesslipancard1.0min.DServerobtainsauthorization30ft.0.5min.DServerwalks0.25min.DServerpresentscardandreceipt30ft.0.5min.DServerwalksDCustomerleavesTotaltime:Server:7.5min.(210ft.)Customer:6.75min.

25PPT課件EnvironmentalOrientationConsiderationsNeedforspatialcuestoorientvisitorsFormulafacilitiesdrawonpreviousexperienceEntranceatriumallowsvisitorstogainaquickorientationandobserveothersforbehavioralcuesOrientationaidsandsignagesuchas“YouAreHere”mapsreduceanxiety7-2626PPT課件HealthMaintenanceOrganization(A)ABCDEFReceptionA-300500WaitingroomB10-401000ExaminationC152011555LaboratoryD5188-63X-rayE0412-4MinorsurgeryF20001-7-2727PPT課件HMO(A)QUESTIONSBeginningwithagoodinitiallayout,useoperationssequenceanalysistodetermineabetterlayoutthatwouldminimizethewalkingdistancebetweendifferentareasoftheclinic.Defendyourfinallayoutbasedonfeaturesotherthanminimizingwalkingdistance.7-2828PPT課件HealthMaintenanceOrganization(B)ActivityTime(sec.)Receiveprescriptions24Typelabels120Fillprescriptions60Checkprescriptions40Dispenseprescriptions307-2929PPT課件HMO(B)QuestionsIdentifythebottleneckactivity,andshowhowcapacitycanbeincreasedbyusingonlytwopharmacistsandtwotechnicians.Inadditiontosavingsonpersonnelcosts,whatbenefitsdoesthisarrangementhave?7-3030PPT課件EsquireDepartmentStoreUseCRAFTlogictodevelopalayoutthatwillmaximizecustomertimeinthestore.Whatpercentageincreaseincustomertimespentinthestoreisachievedbytheproposedlayout?Whatotherconsumerbehaviorconceptsshouldbeconsideredintherelativelocationofdepartments?7-3131PPT課件TheRoleoftheServicescape7-3232PPT課件Concept:amodernfarmer’smarketforthediscerningcustomerAestheticsForceFlowQueuingResultsTheServicescape“Wewanttochangethewaypeopleeat…”BrianCronin,GeneralManager7-3333PPT課件Aesthetics7-3434PPT課件ProduceFlowersProduceProduceMeatSeafoodCheeseInfoCoffeeEntranceCafeCashiersBeer&WineDairyBakeryDeliGrocery&StaplesCateringExitForceFlow7-3535PPT課件CashiersFrozenDairyMeatProduceDeliGrocery&StaplesNormalGroceryStore7-3636PPT課件Deli/MeatCheckoutExpressLanes136254QueuingSystems7-3737PPT課件CentralMarketAverageGroceryStore60kft2100kft2SizeSales/Customer$40$20Transactions/Week25,00050,000ProductMixWineGroceriesComparison7-3838PPT課件“There’scheeseattheendofthemaze…”QuestionsHowdotheenvironmentaldimensionsofth