Service Layout and

Organization of Physical
Facilities

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Production and Operations Management

SERVICE LAYOUT

Service facility layout

One of the major factors for service providers.
will be designed based on degree of customer
contact and the service.

Follow conventional layouts as required.

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Types of Service Layout

Process layout
Product layout
Fixed-position layout

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Process layout
Used for multiple products with low to
moderate volume products. Disconnected line
flows, moderately complex work.

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Process Layout

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Process Layout

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Process Layout

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Process Layout

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Product Layout
Used for high volume, high commodity
products. Continuous flow process.

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Product Layout

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Product Layout

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Fixed-Position Layout
Used for low-volume product to customers,
made to customer order. With customized
processes, with flexible and unique sequence
of tasks.

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Fixed-Position Layout

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Fixed-Position Layout

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Retail service layout

To maximize net profit per square foot of store
space.
Found in stores, banks, and restaurants.

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Retail service layout

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Servicescape
Refers to the physical surroundings in which
the service takes place and how these
surroundings affect customers and employees.

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Retail service layout

3 elements of Servicescape
Ambient conditions
Spatial layout and functionality;
Signs, symbols, and artifacts.

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AMBIENTCONDITIONS
refers to background characteristics such as:
Noise level
Music
Lighting
Temperature
Scent

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AMBIENTCONDITIONS

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SPATIAL LAYOUT AND FUNCTIONALITY

Planning the:
Circulation path of the customers and
Grouping the merchandise.

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Grocery Layout

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SIGNS, SYMBOLS, AND ARTIFACTS

Refer to the parts of the service that have social
significance.

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Office Layout
Trend is toward more open offices, with
personal work spaces separated only by low
divider walls.

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Office Layout

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MARKS OF A GOOD LAYOUT FOR SERVICES

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Easily understood service flow pattern.

Adequate waiting facilities.
Easy communication with customers.
Easily maintained customer surveillance.
Clear exit and entry points with adequate checkout
capabilities.
Departments and processes arranged so that customers see
only what you want them to see.
Balance between waiting areas and service areas.
Minimum walking and material movement.
Lack of clutter.
High sales volume per square foot of facility.
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Organization of Physical
Facilities

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Factory Building
Following factors are considered for
Building:
A. Design of the building.
B. Type of building.

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Organization of Physical Facilities

The following are the most important physical
facilities to be organized:
1.
2.
3.
4.
5.

Factory building
Lighting
Climatic conditions
Ventilation
Work-related welfare facilities

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A. Design of the Building

Factors considered in the design of a factory
building:
Flexibility
Product and Equipment
Expansibility
a.
b.
c.
d.

Area of the land

Design of the building
Vertical expansion
Horizontal expansion

Employee facilities and service area

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B. Types of Buildings
Industrial buildings may be grouped
under two types:
1. Single-storey buildings
2. Multi-storey buildings

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Single-storey Building

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Advantages of Single-storey buildings

1. All the equipment is on the same level, making
for an easier and more effective layout
supervision and control.
2. Greater floor load-bearing capacity for heavy
equipment is ensured.
3. The danger of fire hazards is reduced because of
the lateral spread of the building.
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Advantages of Single-storey buildings

4. The cost of transportation of materials is reduced
because of the absence of materials handling
equipment between floors.
5. All the equipment is on the same level, making for an
easier and more effective layout supervision and
control.
6. Greater floor load-bearing capacity for heavy
equipment is ensured.
7. The danger of fire hazards is reduced because of the
lateral spread of the building.
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Limitations of Single-storey buildings

1. High cost of land, particularly in the city.
2. High cost of heating and ventilating.
3. High cost of transportation for moving men
and materials to the factory which is generally
located far from the city.

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Multi-storey buildings

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MULTI-STOREY BUILDINGS
Some of the company that uses Multi-storey
are:
Schools/ colleges
Shopping complexes
Residences, and
Service industries like Software, BPO, etc.

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Advantages of Multi-storey buildings

1. Maximum operating floor space (per sq. ft. of
land). This is best suited in areas where land
is very costly.
2. Lower cost of heating and ventilation.
3. Reduced cost of materials handling because
the advantage of the use of gravity for the flow
of materials.

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Disadvantages of Multi-storey buildings

1. Materials handling becomes very complicated. A
lot of time is wasted in moving them between
floors.
2. A lot of floor space is wasted on elevators,
stairways and fire escapes.
3. Floor load-bearing capacity is limited, unless
special construction is used, which is very
expensive.
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Disadvantages of Multi-storey buildings

4. Natural lighting is poor in the centres of the
shop, particularly when the width of the
building is somewhat great.
5. Layout changes cannot be effected easily and
quickly

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2. Lighting
It is estimated that 80 per cent of the information
required in doing job is perceived visually.
Good visibility of the equipment, the product
and the data involved in the work process is an
essential factor in :

Accelerating production
Reducing the number of defective products
Cutting down waste
Preventing visual fatigue and headaches among the
workers.
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Control of Lighting
1. For uniform light distribution, install an
independent switch for the row of lighting
fixtures closest to the windows. This allows the
lights to be switched on and off depending on
whether or not natural light is sufficient.
2. To prevent glare, avoid using highly shiny, glossy
work surfaces.
3. Use localized lighting in order to achieve the
desired level for a particular fine job.
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Control of Lighting
4. Clean light fixtures regularly and follow a
maintenance schedule so as to prevent flickering
of old bulbs and electrical hazards due to worn
out cables.
5. Avoid direct eye contact with the light
sources. This is usually achieved by positioning
them property. The use of diffusers is also quite
effective.
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3. Climatic Conditions
Control of the climatic conditions at the
workplace is paramount importance to the
workers health and comfort and to the
maintenance of higher productivity.

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3. Climatic Conditions
Working in a hot environment- Work premise in
tropical countries may, on account of general
climatic conditions, be naturally hot.
Working in a cold environment- Exposure to cold
for short periods of time can produce serious
effects, especially when workers are exposed to
temperatures below 10C The loss of body heat is
uncomfortable and quickly affects work
efficiency.
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Control of the thermal environment

1. Regulating workroom temperature by preventing
outside heat or cold from entering.
2. provision of ventilation in hot workplaces by
increasing natural ventilating through openings or
installing ventilation devices;

3. Separation of heat sources from the working area,

insulation of hot surfaces and pipes, or placement of
barriers between the heat sources and the workers;
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Control of the thermal environment

4. Control of humidity with a view to keeping it at low
levels, for example by preventing the escape of steam
from pipes and equipment;

5. Provision of adequate personal protective clothing

and equipment for workers exposed to excessive
radiant heat or excessive cold.
6. Reduction of exposure time, for example, by
mechanization, remote control or alternating work
schedules;
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Control of the thermal environment

7. Insertion of rest pauses between work periods, with
comfortable, if possible air-conditioned, resting
facilities;

8. Ensuring a supply of cold drinking-water for workers

in a hot environment and of hot drinks for those
exposed to a cold environment.

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4. Ventilation
Disperses the heat generated by machines and
people at work. Adequate
Should be looked upon as an important factor
in maintaining the workers health and
productivity.

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5. Work-related welfare facilities

1.
2.
3.
4.
5.
6.
7.

Drinking water
Sanitary facilities
First-aid and medical facilites
Rest Facilites
Feeding Facilities
Child care facilities
Recreational facilites

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