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Service Management - Fitzsimmons,Fitzsimmons - 08 Support-0008

Service Management - Fitzsimmons,Fitzsimmons - 08 Support-0008

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Published by Sid Black

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Published by: Sid Black on Jan 26, 2011
Copyright:Attribution Non-commercial

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03/17/2013

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The Supporting Facility
Creating the Right Environment
 
L
earning Objectives
Discuss the impact of the ³servicescape´ on thebehavior of customers and employees.
Describe the critical facility design features.
Draw a process flow diagram.
Identify the bottleneck operation in a productlayout and rebalance for increased capacity.
Use operations sequence analysis to minimizeflow-distance in a process layout.
Recommend facility design features to removeanxiety of disorientation.
 
Servicescapes
Designing Physical Surroundings to Affect Employee and Customer Behavior 
A
mbient Conditions:  backgroundcharacteristics such as noise level, music,lighting, temperature, and scent.
Spatial
L
ayout and Functionality:  receptionarea, circulation paths of employees andcustomers, and focal points.
Signs, Symbols, and
A
rtifacts:  selection,orientation, location, and size of objects.

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