1. Chapter 6 The Supporting Facility
Creating the Right Environment

2. Learning Objectives Describe the critical facility design features.
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.
Prepare a process flowchart.
Recommend facility design features to remove anxiety of disorientation.
Conduct a walk-through-audit (WtA).

3. Facility Design Considerations
Nature and Objectives of Service Organization
Land Availability and Space Requirements
Flexibility
Aesthetic Factors
The Community and Environment

4. Product Layout Line-balancing Problem
Automobile Driver’s License Office
Review Payment Violations Eye Test Photograph Issue
In Out 1
240 15 2
120 30 3 60 4 90 40 5
180 20 6
120 30
Activity
numbers
Flow rate
per hour
Time
in seconds

5. Automobile Driver’s License Office (Improved Layout)
1,4 65 55 3 60 In
Out 2
120 30 5
180 20 6
120 30
1,4 65 55 3 60 In

6. Process Layout Relative Location Problem
Ocean World Theme Park Daily Flows
A B C D E F A B C D E F A 7 20 5 6 15 30 15 6 B 8 6 10 2 12 40 10 8
Net
flow C 10 6 15 7 8 20 8 8 D 30 5 10 3 30 6 E 10 10 1 20 6 10 F 6 3 4
Flow matrix Triangularized matrix
Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing,
E=aquarium, F=water rides.

7. Ocean World Theme Park (Proposed Layout)
(a) Initial layout (b) Move C close to A
Pair Flow distances Pair Flow distances
AC * 2 = CD * 2 =40
AF * 2 = CF * 2 =16
DC * 2 = DF * 2 = 12
DF * 2 = AF * 2 = 12
Total CE * 2 = 16
Total
(c ) Exchange A and C (d) Exchange B and E and move F
AE * 2 = AB * 2 =30
CF * 2 = AD * 2 = 0
AF * 2 = FB * 2 = 16
AD * 2 = FD * 2 = 12
DF * 2 = Total
Total C A B C A B D E F D E F A A F C B C E D E F D B

8. Process Flow Charting Symbols
Category Symbol Description
Operation An operation performed by the server off-line or customers
self-service. A possible service failure point.
Customer An occasion when server and customer interact. An
contact opportunity to influence customer service perceptions.
Travel The movement of customers, servers, or information
between operations.
Delay D Delay resulting in a queue and a need for waiting space for
customers.
Inspection An activity by customer or server to measure service quality.

9. Credit Card Processing (Before)
Distance Time Activity
Customer requests check
30 ft min D Server walks
0.5 min D Server prepares check
30 ft min D Server walks
0.25 min D Server presents check
30 ft min D Server walks
0.5 min D Customer inspects, puts card out
30 ft min D Server returns to table
0.25 min D Server picks up card
30 ft min D Server walks to process
0.5 min D Server fills out slip
0.5 min D Server processes slip
1.0 min D Server obtains preauthorization
30 ft min D Server walks
0.25 min D Server presents slip
30 ft min D Server walks
0.5 min D Customer signs (leaves)
0.25 min D Server picks up slip
30 ft min D (Customer leaves) Server walks
Total time: Server:9 min. (270 ft.) Customer: 7.75 min.

10. Credit Card Processing (After)
Distance Time Activity
Customer requests check
30 ft min D Server walks
0.5 min D Server prepares check
0.5 min D Server fills out slip
30 ft min D Server walks
0.25 min D Server presents check and slip
30 ft min D Server returns to table
0.5 min D Customer inspects, puts card out, signs slip
0.25 min D Server picks up card and slip
30 ft min D Server walks
0.5 min D Server processes slip an card
1.0 min D Server obtains authorization
30 ft min D Server walks
0.25 min D Server presents card and receipt
D Customer leaves
Total time: Server: 7.5 min. (210 ft.) Customer: 6.75 min.

11. Servicescapes
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.

12. 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

13. Walk-Through-Audit
Service delivery system should conform to customer expectations.
Customer impression of service influenced by use of all senses.
Service managers lose sensitivity due to familiarity.
Need detailed service audit from a customer’s perspective.