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Lesson 6: Facility Layout & Design (Objectives of Good Healthcare…
Lesson 6: Facility Layout & Design
Typology of Servicescapes
Interpersonal Services (Both customer & employee)
Elaborate
e.g. luxury hotel, restaurant, disneyland, airline terminal
Lean
e.g. budget motel, hotdog stand, bus station
Remote Service (Employee Only)
Elaborate
e.g. professional services
Lean
e.g. telemarketing
Self-Service (Customer Only)
Lean
e.g. post office kiosk, ATM, E-commerce website
Elaborate
e.g. golf course, water slide park
Environment Dimensions of Servicescapes
Spatial Layout & Functionality
arrangement of furnishings & equipment - create a visual & functional landscape for delivery of service
Signs, Symbols & Artifacts
items in the physical environment serve as explicit/implicit signals that communicate acceptable norms of behaviour
Ambient Conditions
background environment - temperature, lighting, noise, music & scent
Factors Influencing Facility Design
Flexibility
Services that can adapt to changes in the quantity & nature of demand
Security
E.g. staff IDs/biometric sensors for access to restricted areas
Land Availability & Space Requirements
Often comes with many constraints such as costs, zoning requirements & actual area
Aesthetic Factors
Marked effect on consumer's perceptions & behaviours, but they also affect the employees & service
The Community & Environment
Service facility may be of greater importance where it affects the community & its environment
Nature & Objective of Service Organizations
Core service dictating the parameters of its design
Importance of designing a good facility
Require substantial investments of monies & effort
Significant impact on costs & efficiency of operations
Long-term commitments which makes mistakes difficult to overcome
Objectives of Good Healthcare Facility Design
Easy flow for the patient around the facilities
Eliminate unnecessary movements of workers, patients/materials
Comfort & privacy of patients
Adequate waiting area/facilities with clear exit & entry points
Utilize labour & space efficiently
Avoid bottlenecks (long waiting hours) - Constraints occur when the demand for a particular resource (e.g., rooms, providers, tests) or part of the system is greater than the available supply.
Minimize material handling costs
Minimize process & customer service time
Design for safety
Basic Layout Types
Non-Repetitive Process Layout
Handling varied processing requirements
Fixed-Position Layout
product remains stationery and workers, material & equipment are moved as needed (machines)
Product Layout
standardized processing operations to achieve smooth, rapid, high volume flow (Objective access of easy flow for patients)
Lean Product Process Planning (3Ps)
Objectives:
Focus on eliminating waste through product & process design
Powerful & transformative improvement tool
Benefits of 3Ps
Easier to deliver
More reliable
Eliminated multiple process steps
Utiliza right-size equipment that better meets production needs
Less complex services & products
Typical Lean 3P event
Define product/process objectives
Diagraming using fishbone diagram (future events)
Find & analyze examples
Sketch & evaluate the process
Build, present & select process prototypes
Hold design review
Develop project implementation plan