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Transcript of Supporting Facility and Process Flows Chapter 7 McGraw-Hill/Irwin Copyright © 2011 by The...
Supporting Facility and Process Flows Chapter 7
McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
Course Overview
Define, describe and classify services (Ch 1,2)
Strategic view of service design &
development (Ch 3,4)
Process view of quality improvement
(Ch 6,7,8)
Encounter view of customers &
employees (Ch 9)
VIEWSSPECIAL TOPICS TOOLS
Capacity planning & queuing models
(Ch 11,12,16)
Project management (Ch 15)
Information technology (Ch 5)
Supply Chains & Outsourcing (Ch 13)
Globalization (Ch 14)
Facility location(Ch 10)
Inventory control (Ch 18)
2
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.
3
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 • Allow customers to see both into and through the
space
4
Facility Design Considerations
• Nature and Objectives of Service Organization
• Land Availability and Space Requirements
• Flexibility• Security• Aesthetic Factors• The Community and Environment
5
Types of Services Processes
Process Type ServiceExample
Characteristic Management Challenge
Project Consulting One-of-a-kind engagement Staffing and scheduling
Job Shop Hospital Many specialized departments Balancing utilization and scheduling patients
Batch Airline Group of customers treated simultaneously
Pricing of perishable asset (seat inventory)
Flow Cafeteria Fixed sequence of operations Adjust staffing to demand fluctuations
Continuous Electric Utility Uninterrupted delivery Maintenance and capacity planning
6
Process Flow Diagrams
• Visualize and document a process
• Identify bottlenecks
• Determine system capacity
• Make improvements
7
Process Flow Diagram of Mortgage Service
Property SurveyCT=90 min.
Credit ReportCT=45 min.
Title SearchCT=30 min. Unapproved
Mortgages
Approved Mortgages
CompletedApplicationsMortgage
ApplicationsFinal Approval
CT=15 min.
Yes
No
Finish Processing Accept
Mortgages
8
Mortgage Service Process Gantt Chart
1 2
Every 90 min a new mortgage is completed
3
Rush Order Flow Time = 90 + 15 = 105 min
Process Cycle Time
Fig. 7.5, pg 163
Slide contributed by David Hoyte9
Process Analysis Terminology
• Cycle Time is the average time between completions of successive units.
• Bottleneck is the factor that limits production usually the slowest operation.
• Capacity is a measure of output per unit time when fully busy.
• Capacity Utilization is a measure of how much output is actually achieved.
• Throughput Time is the time to complete a process from time of arrival to time of exit.
10
Process Analysis Terminology (cont.)
• Rush Order Flow Time is the time to go through the system without any queue time.
• Direct Labor Content is the actual amount of work time consumed.
• Total Direct Labor Content is the sum of all the operations times.
• Direct Labor Utilization is a measure of the percentage of time that workers are actually contributing value to the service.
11
12
Bottlenecks1) When flow is not
synchronized, process rate is limited by the “bottleneck”
2) The bottleneck constrains throughput. The rate of total throughput is the rate of the bottleneck
3) Time lost on the bottleneck is time lost in the whole process
Slide contributed by David Hoyte
Work Allocation – Boat Show1 120 30
2 240 15
3 240 15In
Out
Collect Payment
Hand Stamp + program
Apply wrist band
What is the Process Capacity?
Where is the Bottleneck?
What if 1 more person is added?
ActivityNumber(s) Capacity per hour Cycle Time in seconds
15 sec cycle = 4 customers per min = 4 x 60 = 240 customers per hour
Capacity Calculation:
Slide contributed by David Hoyte13
Work Allocation – Boat Show
1 120 30
2 240 15
3 240 15
In
Out
Collect Payment
Hand Stamp + program
Apply wrist band
What is the Process Capacity now?
1 120 30In
Slide contributed by David Hoyte14
Options for Eliminating a Bottleneck
1. Add another worker to the job.
2. Provide aid to reduce activity time. (e.g. automating an activity)
3. Regroup the tasks to create a new line balance with different activity assignments.
• Goal: all jobs/activities should be of nearly equal duration.
15
Automobile Driver’s License Office
Review Payment Violations Eye Test Photograph Issue
1 240 15
2 120 30
3 60 60
4 90 40
5 180 20
6 120 30
ActivityNumber(s) Capacity per hour Cycle Time in seconds
In Out
16
Automobile Driver’s License Office (Improved Layout)
1,4 65 55
3 60 60
3 60 60
1,4 65 55
6 120 30
5 180 20
2 120 30
In
In
Out
17
Health Maintenance Organization (B)
Activity Time (sec.)
Receive prescriptions 24
Type labels 120
Fill prescriptions * 60
Check prescriptions * 40
Dispense prescriptions * 30
18
* Must be performed by Pharmacist
HMO (B) Questions
1. Identify the bottleneck activity, and show how capacity can be increased by using only two pharmacists and two technicians.
2. In addition to savings on personnel costs, what benefits does this arrangement have?
19
HMO (B) Process Flow
1 2 3 4 5
24
Activity
Cycle time
Capacity per hour
150 30
120 60
60 90
40 30
120
What is the bottleneck operation? What is the capacity of the system? Why? How can capacity be increased?
Current staffing: 2 Techs & 3 Pharmacists, each doing one task
Slide contributed by David Hoyte20
HMO (B) Process Flow (old vs. new)
1 2 3 4 5
24
150 30
120 60
60 90
40 30
120
1, 2
144
3,4,525
130
27.7
1, 2
144
3,4,525
130
27.72 Techs
2 Techs 2 Pharma
2 Techs 3 Pharma
Capacity 30 / hr
Capacity 50 / hr
What other benefit do the two symmetrical “cells” provide?Slide contributed by David Hoyte
21
The Role of the Servicescape
Concept: a modern farmer’s market for the discerning customer
• Aesthetics • Force Flow• Queuing• Results
The Servicescape
“We want to change the way people eat…” Brian Cronin, General Manager
23
Aesthetics
24
Produce
Flowers
Produce
Produce
Meat
Seafood
Che
ese
InfoCoffee
Entrance
Cafe
Cashiers
Beer & Wine
Dairy Bakery
Deli
Grocery & Staples
Catering
Exit
Force Flow
25
Cashiers
Fro
zen
Dairy Meat
Produce
Deli
Grocery & Staples
Normal Grocery Store
26
Deli/Meat
CheckoutExpress Lanes
1
3
6
2
5
4
Queuing Systems
27
Central Market Average Grocery Store
60k ft2 100k ft2Size
Sales / Customer$40 $20
Transactions / Week25,000 50,000
Product MixWine Groceries
Comparison
28
“There’s cheese at the end of the maze…”
Questions1. How do the environmental dimensions of the
servicescape (ambient conditions, space/function, signs, symbols & artifacts) explain the success of Central Market?
2. Comment on how the servicescape shapes the behaviors of both customers and employees?
29