Kristen

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Kristens Cookies

• Applying what youve learned so far

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Quick Service Restaurant

• Process times per order
• Taking Order ? Food Prep ? Drink Prep
• ( 5 minutes) (6 minutes) (1 minute)

Process Time/job Throughput rate (jobs/hour)
Order 5 min
Food Prep 6 min
Drink Prep 1 min
Overall
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2 order takers and 3 food preparers
Food Prep
Order Taker
Food Prep
Drink Prep
Order Taker
Food Prep
Cycle Time? Throughput rate?
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Service Processes

• BA 339

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Services . . .

• Process and product are inseparable
• Marketing and sales often tightly integrated
• Customer often part of the process
• Performance metrics can be harder to define
• Nevertheless
• Focus and process choices / trade-offs still apply

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Degree of Customer Contact

• Low Contact
• off-line
• Can locate for efficiency
• Can smooth out the workload

• High Contact
• on-line
• Can locate for easy access
• Flexibility to respond to customers
• Harder to manage

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Service-System Design Matrix
Degree of customer/server contact
Low
Medium
High
High
Low
Face-to-face total customization
Face-to-face loose specs
Sales Opportunity
Production Efficiency
Face-to-face tight specs
Phone Contact
Internet on-site technology
Mail contact
High
Low
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Classifying Services
Front Room versus Back Room
Back room what the customer does not
see Managed for efficiency and Productivity
Front room what the customer can see Managed
for flexibility and customer service
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What is it? (Front or Back room)What is the
performance objective?

• Restaurant kitchen
• Call-in Center
• Kinkos copy center
• Airline reservations
• Jet maintenance

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Layout Decision Models

• Process-layout
• Usually best for a job shop
• Distance between steps a measure
• Product-based layout
• Usually best for a line operation
• Cycle time a primary measure

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Process Layout

• What factors might we consider when determining
  the locations of process areas, or departments?
  

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12
Product Layout

• What factors might we consider when determining
  when to use a product layout?

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