1. Kristen’s Cookies Applying what you’ve learned so far…

2. 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

3. 2 order takers and 3 food preparers Order Taker Food Prep Drink Prep Cycle Time? Throughput rate?

4. Service Processes BA 339

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 5 Process Layout  What factors might we consider when determining the locations of process areas, or departments?

12. 5 Product Layout  What factors might we consider when determining when to use a product layout?