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Chapter 5 The Supporting Facility & Process Flow - Coggle Diagram
Chapter 5
The Supporting Facility & Process Flow
Servicescape
支持设施
Environmental Psychology and Orientation
Spatial cues
给予面临新环境迷茫的客户
空间线索
Orient visitors
Formula facilities
The anxiety of disorientation
Entrance atrium
A quick orientation
observe others for behavioral
Orientation aids & signage
方向感定位
降低焦虑
reduce anxiety
Servicescapes
Typology
Who Performs
within a Servicescapes
根据服务参与者的不同
Self-service
(customer only)
自助服务
Interpersonal services
(both customer and employee)
交互服务
Remote service
(employee only)
远程服务
Physical Complexity
根据复杂程度
Elaborate
Golf course
高尔夫球场
Lean
Driving range
高尔夫练习场
Environmental Dimensions of Servicescapes
Ambient Conditions
Spatial Layout and Functionality
Signs, Symbols, and Artifacts
Service Supporting Facility
Six critical design features
Nature and Objectives of Service Organization
Land Availability and Space requirements
Flexibility
Security
Aesthetic Factors
The Community and Environment
Service Process Type
流程分类
Project
项目
Consulting
一对一咨询服务
one-of-a-kind engagement
Staffing and scheduling
Job Shop
加工车间
Hospital
不同的专业化部门
Many specialized departments
Balancing utilization and scheduling patients
Batch
批量生产
Airline
顾客群组需要同时被服务
Group of customers treated simultaneously
Pricing of perishable asset
(seat inventory)
Flow
生产线
Cafeteria
固定操作顺序
Fixed sequence of operations
Adjust staffing to demand flucations
Continuous
不间断
Electric Utility
不间断交付
Uninterrupted delivery
Maintenance and capacity planning
Service Process
Process flow diagram
流程图
Gantt chart
甘特图
Swim Lane Flowchart
泳入流程图
Process Analysis Terminology
Cycle Time
Definition: The average time between completions of successive untis
Calculation: For an operation, CT is the average service time to perform the activity
Bottleneck
Definition: The operation that limits production
Calculation: Slowest operation
(or Longest CT)
Determines the CT of the entire system
Capacity
Definition: A measure of output per unit of time when fully busy
Calculation: The unconstrained capacity of any operation is measured as
1/CT
Capacity Utilization
Definition: A measure of how much
actual output
is achieved relative to the
process capacity when fully busy
Throughput Time
Definiton: The time to complete a process from time of arrival to time of exit
Calculation: The sum of the
critical path
operation times plus the average time spent waiting
Rush Order Flow Time
Definition: The time to go through the system from beginning to end without any time in queue
Total Direct Labor Content
Definition: The sum of all the operations times consumed in performing the service
Direct Labor Utilization
Definition: A measure of the percentage of time that workers are actually contributing value to the service