Kristen’s Cookies

1. Kristen’s Cookies Applying what you’ve learned so far…

2. Quick Service Restaurant • Process times per order: Taking Order → Food Prep → Drink Prep ( 5 minutes) (6 minutes) (1 minute)

3. 2 order takers and 3 food preparers Food Prep Order Taker Food Prep Drink Prep Order Taker Food Prep Cycle Time? Throughput rate?

4. Service Processes BA 339

5. 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

6. 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 Degree of Customer Contact

7. 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 Low High

8. Classifying Services “Front Room” versus “Back Room” Front room – what the customer can see Managed for flexibility and customer service Back room – what the customer does not see Managed for efficiency and Productivity

9. What is it? (Front or Back room)What is the performance objective? • Restaurant kitchen • Call-in Center • Kinko’s copy center • Airline reservations • Jet maintenance

10. 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

11. Process Layout • What factors might we consider when determining the locations of process areas, or departments? 5

12. Product Layout • What factors might we consider when determining when to use a product layout? 5