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Chapter 9 Supporting Facility: Creating the Right Environment

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輔助設施，場景的問題1. 申請駕照佈局之重規劃2. 本系主辦運輸年會經驗談3. 抵押借款服務程序4. 主題樂園各主要設施之位置安排（六福村，劍湖山）

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Learning Objectives1. remove anxiety of disorientation. 2. impact of “servicescape” on behavior of

customers and employees.3. critical facility design features.4. process analysis.5. increased capacity: identify the

bottleneck. 6. process layout: minimize flow-distance.

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1. 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

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2. Servicescapes Designing Physical Surroundings to Affect Employee

and Customer Behavior Ambient Conditions: noise level, music, lighting,

temperature, and scent. Spatial Layout and Functionality: reception area,

circulation paths. Signs, Symbols, and Artifacts: selection, orientation,

location, and size of objects.

e.g. 餐廳場景之對比（ p.199 ）

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2. Typology of Servicescapes

Who Performs inServicescape

Physical Complexity of the Servicescape Elaborate Lean

Self-service(customer only)

Golf courseWater slide park

Post office kioskE-commerce

Interpersonal(both)

Luxury hotelAirline terminal

Budget hotelBus station

Remote service(employee only)

Research labL.L. Bean

TelemarketingOnline tech support

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3. Facility Design Considerations

Nature and Objectives of Service Organization Land Availability and Space Requirements Flexibility Security Aesthetic Factors The Community and Environment

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4. Process Analysis

Property SurveyCT=90 min.

Credit ReportCT=45 min.

Title SearchCT=30 min.

Unapproved Mortgages

Approved Mortgages

CompletedApplications

MortgageApplications

Final ApprovalCT=15 min.

Yes

No

 

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5. Product Layout: Line-balancing Problem(p.209)

Automobile Driver’s License Office

Review Payment Violations Eye Test Photograph Issue

In Out

Activitynumbers Flow rate per hour Time in seconds

1 240 15

2 120 30

3 60 60

4 90 40

5 180 20

6 120 30

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5. Improved Layout (Other Sol.?)

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

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6. Process Layout: (p.212) Relative Location Problem

Ocean World Theme Park Daily Flows

A B C D E F A B C D E F

10

0

6

60

10

7 5

0

6020

43

6

6201

7

010

15

2

8

3

10

15

8820

630

15030

8104012

6

8

530

10

10

A

B

C

D

E

F

Netflow

Flow matrix Triangularized matrix

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6. Ocean World Theme Park (Proposed Layout, CRAFT)(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

C

A

D

B

FE

A

C

D

B

E F

A B C

D E F

A F

C E

D B

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Topics for Discussion Compare the attention to aesthetics in waiting rooms that

you have visited. How did the different environments affect your mood?

Give an example of a servicescape that supports the service concept and another that detracts. Explain the success or failure in terms of the servicescape dimensions.

Based on your work experience, contrast a supportive servicescape with a poor one in terms of job satisfaction and productivity. （機場，台北火車站，捷運車站，交九轉運站 ，大賣場，圖書館，學生活動中心）