1. Lecture 7: The Supporting Facility Guest Lecturer: HjálmarGíslason from DataMarket

5. House Keeping Airwaves? Síminn App http://www.youtube.com/watch?v=tUPJiL8Zb1Y Off venues? Live Project http://liveproject.me/event/airwaves2011/ Any good or bad service? Keflavík Airport – wifi Plastic bags at stores Kaffismiðjanhttp://4sq.com/o8CGlc Last assignment and next assignment

7. Lecture 7: The Supporting Facility Lecturer: BárðurÖrnGunnarsson Textbook: Service Management by Fitzsimmons & Fitzsimmons School of Business | V-522-SERV - HR 2011

8. 8-8 Discuss the impact of the “servicescape” on the behavior of customers and employees. Describe the critical facility design features. Draw a process flow diagram. 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. Recommend facility design features to remove anxiety of disorientation. Learning Objectives

9. 8-9 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. Servicescapes

10. 8-10 Typology of Servicescapes

11. 8-11 Property Survey CT=90 min. Yes Final Approval CT=15 min. Mortgage Applications Completed Applications Approved Mortgages Credit Report CT=45 min. Title Search CT=30 min. No Unapproved Mortgages Process Flow Diagram of Mortgage Services

12. 8-12 2 120 30 4 90 40 1 240 15 3 60 60 5 180 20 6 120 30 Activity Number(s) Capacity per hour Cycle Time in seconds Automobile Driver’s License Office Review Payment ViolationsEye Test PhotographIssue InOut Product Layout Work Allocation Problem

13. 8-13 1,4 65 55 3 60 60 In Out 6 120 30 5 180 20 2 120 30 3 60 60 1,4 65 55 In Automobile Driver’s License Office (Improved Layout)

14. 8-14 Ocean World Theme Park Daily Flows A B C D E F A B C D E F A 7 5 6 0 20 15 15 0 30 6 B 6 0 10 2 8 10 40 12 8 Net flow C 10 6 7 15 8 8 8 20 D 0 3 6 30 5 30 10 E 10 6 20 1 10 10 F 6 0 0 4 3 Flow matrix Triangularized matrix Description of attractions: A=killer whale, B=sea lions, C=dolphins, D=water skiing, E=aquarium, F=water rides. Process LayoutRelative Location Problem

15. 8-15 C A B C A B D E F D F E A A F C B C E D E F D B (a) Initial layout (b) Move C close to A Pair Flow distances Pair Flow distances AC 30 * 2 = 60 CD 20 * 2 = 40 AF 6 * 2 = 12 CF 8 * 2 = 16 DC 20 * 2 = 40 DF 6 * 2 = 12 DF 6 * 2 = 12 AF 6 * 2 = 12 Total 124 CE 8 * 2 = 16 Total 96 (c ) Exchange A and C (d) Exchange B and E and move F Pair Flow distances Pair Flow distances AE 15 * 2 = 30 AB 15 * 2 =30 CF 8 * 2 = 16 AD 0 * 2 = 0 AF 6 * 2 = 12 FB 8 * 2 = 16 AD 0 * 2 = 0 FD 6 * 2 = 12 DF 6 * 2 = 12 Total 58 Total 70 Ocean World Theme Park (Proposed Layout)

16. 8-16 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 Environmental Orientation Considerations