chapter 8 (layouts) Flashcards
In general, the inputs to the laout decision are
1) specification of the objectives and corresponding criteria to be used to evaluate the design
Estimates of product or service demand on the system
Processing requirements in terms of number of operations and amount of flow between the elements in the layout
Space requirements for the elements in the layout
Space availability withing the facility itself, or, if this is a new facility, possible building configurations
There are different types of workflows by which departments are arranged in a facility
workcenter
Assembly line
Manufacturing cell
Project layout
Workcenter
systematic layout planning:
A technique for solving process layout problems when the use of numeric flow data between departments is not practical. The technique uses an activity relationship diagram that is adjusted by trial and error until a satisfactory adjacency pattern is obtained
Assembly line
the usualy assumption for assembly lines is that some form of pacing is present and the allowable processing time is equivalent for all workstations. However there are several differentiatiators
oMaterial handling devices (belt or roller conveyor, overhead crane).o
Line configuration (U-shape, straight, branching)oPacing (mechanical, human)o
Product mix (one or multiple products)o
Workstation characteristics (workers may sit, stand, walk the line or ride the line).o
Length of the line (few or many workers)
service package
a bundle of goods that is provided in some environment
service package consists of 5 features
supporting facility (physical resources that must be in place before a service can be offered)
Facilitating goods (material purchased or consumed by the buyer or items provided by the customers
3) Information (info that is provided by the customer, to enable efficient and customized services)
4) Explicit services (readily observable benefits)
5) implicit services (psychological benefits)
Extent of contact
the percentage of time the customer must be in the system relative to the total time it tkaes to perform the customer serviec
High and low degrees of customer contact
The ohysical presence of the customer in the system and the percentage of time the customer must be in the system relative to the total time it takes to perform the service
Major factors that distinguishh service design and development from typical manufactured product development
1) process and product must be developed simultaneously
2) a service oeration itself lacks the legal protection commonly available to goods production
3) The service package constitutes the major output of the development process
4) Many parts of the service package are defined by training individuals receive before they become part of the service organization
5) many service organizations can change their service offering virtually overnight
There are different degrees of customer/server contact
buffered core (Physically separate from the customer)
Permeable system(penetrable by the customer (telephone, face-to-face contact)
Reactive system (both penetrable and reactive to the customers requirements)
service system design matrix
Buffered core (mail contact, internet and on-site technology; Low degree of customer contact, high process efficiency and low sales opportunity)
Permeable system (phone contact, face to face tight specs; Medium efficiency process, degree of customer contact and sales opportunity)
Reactive system (Face to face loose specs, face to face total customization; Low process efficiency, high degree of customer contact, high sales opportunity)
Mixed virtual and actual customer contact
the customer interaction with one another in a server moderated environment such as product discussion groups and youtube,
Service managers must decide how much they should accommodate the virtual variation introduced by a customer into the process
Four types of accommodation
classical accommodation
Low-cost accommodation
Classic reduction
Uncompromised reduction
Sex behaviorally based principles for service encounter design and management
1) the front end and the back end of the encounter are not created equal (it is better to start bad and to finish good, based on the preference for improvement and the dominant effect of the ending in our recollections)
2) Segment the pleasure, combine the pain
3) let the customer controll the process
4) Pay attention to norms and rituals
5) people are easier to blame than the system
6) let hte punishment fit the crime in service recovery
Elements of a good service guarantee
Unconditional, meaningful to the customer, easy to understand and communicate, painless to invoke
