1. Chapter 9 Supporting Facility: Creating the Right Environment

2. 輔助設施，場景的問題
申請駕照佈局之重規劃
本系主辦運輸年會經驗談
抵押借款服務程序
主題樂園各主要設施之位置安排（六福村，劍湖山）

3. Learning Objectives remove anxiety of disorientation.
impact of “servicescape” on behavior of customers and employees.
critical facility design features.
process analysis.
increased capacity: identify the bottleneck.
process layout: minimize flow-distance.

4. 1. Environmental Orientation Considerations
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

5. 2. Servicescapes
Designing Physical Surroundings to Affect Employee and Customer Behavior
Ambient Conditions: noise level, music, lighting, temperature, and scent.
Spatial Layout and Functionality: reception area, circulation paths.
Signs, Symbols, and Artifacts: selection, orientation, location, and size of objects.
e.g. 餐廳場景之對比（p.199）

6. 2. Typology of Servicescapes
Who Performs in
Servicescape
Physical Complexity of the
Elaborate Lean
Self-service
(customer only)
Golf course
Water slide park
Post office kiosk
E-commerce
Interpersonal
(both)
Luxury hotel
Airline terminal
Budget hotel
Bus station
Remote service
(employee only)
Research lab
L.L. Bean
Telemarketing
Online tech support

7. 3. Facility Design Considerations
Nature and Objectives of Service Organization
Land Availability and Space Requirements
Flexibility
Security
Aesthetic Factors
The Community and Environment

8. 4. Process Analysis Property Survey Yes Final Approval Mortgage
CT=90 min.
Credit Report
CT=45 min.
Title Search
CT=30 min.
Unapproved Mortgages
Approved Mortgages
Completed
Applications
Mortgage
Final Approval
CT=15 min.
Yes No

9. 5. Product Layout: Line-balancing Problem(p.209)
Automobile Driver’s License Office
Review Payment Violations Eye Test Photograph Issue
In Out 1
240 15 2
120 30 3 60 4 90 40 5
180 20 6
120 30
Activity
numbers
Flow rate
per hour
Time
in seconds

10. 5. Improved Layout (Other Sol.?)
1,4 65 55 3 60 6
120 30 5
180 20 2 In
Out

11. 6. Process Layout: (p.212) Relative Location Problem
Ocean World Theme Park Daily Flows
A B C D E F A B C D E F A 7 20 5 6 15 30 15 6 B 8 6 10 2 12 40 10 8
Net
flow C 10 6 15 7 8 20 8 8 D 30 5 10 3 30 6 E 10 10 1 20 6 10 F 6 3 4
Flow matrix Triangularized matrix

12. 6. Ocean World Theme Park (Proposed Layout, CRAFT)
(a) Initial layout (b) Move C close to A
Pair Flow distances Pair Flow distances
AC * 2 = CD * 2 =40
AF * 2 = CF * 2 =16
DC * 2 = DF * 2 = 12
DF * 2 = AF * 2 = 12
Total CE * 2 = 16
Total
(c ) Exchange A and C (d) Exchange B and E and move F
Pair Flow distances Pair Flow distances
AE * 2 = AB * 2 =30
CF * 2 = AD * 2 = 0
AF * 2 = FB * 2 = 16
AD * 2 = FD * 2 = 12
DF * 2 = Total
Total C A D B F E A B C D E F A F C E D B A C D B E F

13. Topics for Discussion
Compare the attention to aesthetics in waiting rooms that you have visited. How did the different environments affect your mood?
Give an example of a servicescape that supports the service concept and another that detracts. Explain the success or failure in terms of the servicescape dimensions.
Based on your work experience, contrast a supportive servicescape with a poor one in terms of job satisfaction and productivity. （機場，台北火車站，捷運車站，交九轉運站 ，大賣場，圖書館，學生活動中心）