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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)