服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_05 Support.doc

Chapter 5 Supporting Facility and Process Flows Chapter 5 Supporting Facility and Process Flows PAGE 74 PAGE 73 PAGE 58 CHAPTER 5 SUPPORTING FACILITY AND PROCESS FLOWS TEACHING NOTE The environment of the service facility is referred to as a servicescape that influences the behavior of both customers and employees. The design of the facility needs to consider several issues including nature of the organization, land availability, security, flexibility, and the neighborhood community. Being able to draw a process flow diagram is central to an understanding of service performance as measured by metrics such as throughput time. A distinction is made between a flow- and a job-shop process layout. The work allocation problem is shown as an opportunity to increase capacity in a product layout without a need to add personnel. The relative location problem is treated as a central issue in the design of a job-shop process layout. We have found that students enjoy applying the simple graphical techniques for work allocation and relative location problems, because good solutions require some imagination on their part. SUPPLEMENTARY MATERIALS Case: Shouldice Hospital Limited (HBS case 683-068) A hospital located in a Canadian suburb of Toronto provides the limited service of repairing inguinal hernias using a unique surgical technique developed by Dr. Earle Shouldice. The surgery, which is accompanied by an active recovery regimen at the resort-like facility, has proved very successful. Case: Transforming Singapore’s Public Libraries (HBS case 9-802-009) A reengineering effort has transformed Singapore’s public libraries to create a new experience for visitors to facilitate learning, exploring, and discovering in support of the national aim of becoming a “learning nation.” The success of the effort is quantifiable in terms of low capital cost, a modest increase in operating budget, a doubling of membership, and dramatically improved service standards (e.g.