Kristen’s Cookies Applying what you’ve learned so far…
Quick Service Restaurant Process times per order: Taking Order → Food Prep → Drink Prep ( 5 minutes) (6 minutes) (1 minute) ProcessTime/jobThroughput rate (jobs/hour) Order5 min Food Prep6 min Drink Prep1 min Overall
2 order takers and 3 food preparers Order Taker Food Prep Drink Prep Cycle Time? Throughput rate?
Service Processes BA 339
Services... Process and “product” are inseparable Marketing and sales often tightly integrated Customer often part of the process Performance metrics can be harder to define Nevertheless: Focus and process choices / trade-offs still apply
Degree of Customer Contact Low Contact “off-line” Can locate for efficiency Can smooth out the workload High Contact “on-line” Can locate for easy access Flexibility to respond to customers Harder to manage
Service-System Design Matrix Mail contact Face-to-face loose specs Face-to-face tight specs Phone Contact Face-to-face total customization LowMediumHigh Low High Low Degree of customer/server contact Internet & on-site technology Sales Opportunity Production Efficiency
Classifying Services “Front Room” versus “Back Room” Back room – what the customer does not see Managed for efficiency and Productivity Front room – what the customer can see Managed for flexibility and customer service
What is it? (Front or Back room) What is the performance objective? Restaurant kitchen Call-in Center Kinko’s copy center Airline reservations Jet maintenance
Layout Decision Models Process-layout Usually best for a job shop Distance between steps a measure Product-based layout Usually best for a line operation Cycle time a primary measure
5 Process Layout What factors might we consider when determining the locations of process areas, or departments?
5 Product Layout What factors might we consider when determining when to use a product layout?