PBL problem 4, Operations design for the Service Experience Design
Problem Statement: How do we transform concepts into processes and layouts?
Learning goals:
What is meant by intensity?
Source: http://www.dictionary.com/browse/intensity
Great energy, strength, concentration, vehemence, etc., as of activity, thought, or feeling:
He went at the job with great intensity.
Research the definition of labor.
Source: http://www.dictionary.com/browse/labor?s=t
Physical or mental work, especially of a hard or fatiguing kind.
Now that you understand the meaning of labor intensity, answer the following statement:
“A bus driver driving a full bus with 75 passengers for 1 hour, has performed a less intensive job than
a bus driver who has driven a similar bus for 1 hour with only 3 passengers.”
If we are talking about only driving the bus (so not the selling tickets to passengers or different traffic
situations) then both bus drivers will have performed the same intensive job, so therefore the
statement is false.
Which performance objectives are leading in which given process type and layout?
Quality: Professional Services, Fixed position service restaurant
Speed: Mass service, Line layout cafeteria
Dependability: Service shop, Functional layout kitchen
Flexibility:
Cost (effectiveness):
What is meant by dependability and the other performance objectives?
See answers question 3 , PBL problem 3.
Problem Statement: How do we transform concepts into processes and layouts?
Learning goals:
What is meant by intensity?
Source: http://www.dictionary.com/browse/intensity
Great energy, strength, concentration, vehemence, etc., as of activity, thought, or feeling:
He went at the job with great intensity.
Research the definition of labor.
Source: http://www.dictionary.com/browse/labor?s=t
Physical or mental work, especially of a hard or fatiguing kind.
Now that you understand the meaning of labor intensity, answer the following statement:
“A bus driver driving a full bus with 75 passengers for 1 hour, has performed a less intensive job than
a bus driver who has driven a similar bus for 1 hour with only 3 passengers.”
If we are talking about only driving the bus (so not the selling tickets to passengers or different traffic
situations) then both bus drivers will have performed the same intensive job, so therefore the
statement is false.
Which performance objectives are leading in which given process type and layout?
Quality: Professional Services, Fixed position service restaurant
Speed: Mass service, Line layout cafeteria
Dependability: Service shop, Functional layout kitchen
Flexibility:
Cost (effectiveness):
What is meant by dependability and the other performance objectives?
See answers question 3 , PBL problem 3.
