Manajemen Layanan dan Operasi

Fakultas Ekonomi dan Bisnis

School Economics and Business

Chapter 5
Support Facility

2 Creating the great business leaders

 Fakultas Ekonomi dan Bisnis
School Economics and Business Learning Objectives
Telkom University

• Describe the impact of the “servicescape” on the behavior of customers and

employees.
• Identify and discuss the three environmental dimensions of servicescapes.
• Identify the six critical design features of a service supporting facility.
• Describe relationship between processes and layouts
• Use operations sequence analysis to minimize flow-distance in a process layout.
• Recommend facility design features to remove anxiety of disorientation.

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Fakultas Ekonomi dan Bisnis
School Economics and Business

Designing Physical Surroundings to Affect

Employee and Customer Behavior
• Ambient Conditions: background
characteristics such as noise level, music,
lighting, temperature, and scent.
• Spatial Layout and Functionality:
reception area, circulation paths of

Servicescape employees and customers, and focal

points.

s • Signs, Symbols, and Artifacts: selection,

orientation, location, and size of objects.

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Fakultas Ekonomi dan Bisnis
School Economics and Business Typology of Servicescapes

Who Performs in Physical Complexity of the Servicescape

Servicescape Elaborate Lean
Self-service Golf course Post office kiosk
(customer only) Water slide park E-commerce
Interpersonal Luxury hotel Budget hotel
(both) Airline terminal Bus station
Remote service Research lab Telemarketing
(employee only) L.L. Bean Online tech support

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 Fakultas Ekonomi dan Bisnis
School Economics and Business

• Nature and Objectives of Service Organization

• Land Availability and Space Requirements
Facility Design • Flexibility

Considerations • Security
• Aesthetic Factors
• The Community and Environment

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 Fakultas Ekonomi dan Bisnis
School Economics and Business Product Process Matrix
Telkom University

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Fakultas Ekonomi dan Bisnis
School Economics and Business Types of Services Processes

Process Type Service Characteristic Management Challenge

Example

Project Consulting One-of-a-kind engagement Staffing and scheduling

Job Shop Hospital Many specialized departments Balancing utilization and

scheduling patients

Batch Airline Group of customers treated Pricing of perishable asset

simultaneously (seat inventory)

Flow/Mass Cafeteria Fixed sequence of operations Adjust staffing to demand

fluctuations

Continuous Electric Utility Uninterrupted delivery Maintenance and capacity

planning

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 Fakultas Ekonomi dan Bisnis
School Economics and Business Relationship between Processes and Layouts
Telkom University

• Project
Resources are brought to a central site
• Job Shop and Batch
Process layout
• Flow/Mass
Assembly line or product layout
• Continuous

Copyright © 2019 by The McGraw-Hill Companies, Inc. All Rights Reserved. 9 Creating the great business leaders
 Fakultas Ekonomi dan Bisnis
School Economics and Business Terminology
Telkom University

• Workstation is any area that requires one worker or one machine

• Cycle Time is the average time between completions of successive units.
• Bottleneck is the factor that limits production usually the slowest operation.
• Capacity is a measure of output per unit time when fully busy.
• Capacity Utilization is a measure of how much output is actually achieved.
• Throughput Time is the time to complete a process from time of arrival to time of
exit.

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 Fakultas Ekonomi dan Bisnis
School Economics and Business Environmental Orientation Considerations
Telkom University

• 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

Copyright © 2019 by The McGraw-Hill Companies, Inc. All Rights Reserved. 11 Creating the great business leaders
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 Fakultas Ekonomi dan Bisnis
School Economics and Business

Telkom University

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