Page 372 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

332 Chapter Ten

• How many shifts and service providers are needed to minimize costs?
• What procedures can be used (self-service, advance ordering) to
minimize service time?
The common decision variables for a service factory process include

• Number of servers during each period
• Quantities of equipment
• Size of facilities (waiting area, parking)
• Hours of operation
• Hours of cleaning and maintenance
The following statistical data are critical for designing and operating a good
service factory process:

• Arrival rate of customers over the service cycle
• Length of line before balking occurs
• Length of wait before reneging occurs

The common problems in the customer service process include
1. Excessive waiting time
2. Poor customer service quality
3. Poor customer-provider interaction quality
4. Excessive errors
5. Excessive rework
6. Excessive service cost

These common problems are often caused by
• Poor service process design
• Poor service provider training
• Unbalanced processes or bottlenecks
• Poor operation management
• Poor work flow management
• Poor equipment maintenance
• Poor service provider discipline or motivation

10.3.5 Pure Service Shop Processes
In a pure service shop, service times are longer than for a service factory.
Service customization is also greater. Customer needs must be identified
before service can be provided. Customers may leave the location and return
for pickup, to check on an order, make a payment, or for additional service
at a later time. Price is often determined after the service is provided.
Although front room activity times may be short, backroom activity times