Problem

Please check any service organization, for example a bank, a grocery store, a movie theatre, or a restaurant in the Michiana area(or numbers from web). For a period of more than two hours, please observe and identify the number of people who come in for service, the number of people who provide the services or the number of machines that provide services. Identify the times for service, which is comprised of the time waiting, the service time taken to provide services to each customer, or the service time to do the transactions, and the time it takes the customer to exit the building.

1?Draw a diagram of the process using the format in Exhibit 7.3 (see attach)

2? Show the no of people arriving and being served as a table using Excel for each 10 minutes. Calculate the average arrival rate for the entire 2+ hours and the average total service time of the service providers.

3?Assuming a Poisson distribution for customer arrival and services rendered in an exponential distribution, identify a queuing model, analyze, and find the following:

The number of customers waiting in line?

The average number of people in the system?

The average waiting time in line for customers?

The average time a customer is in the service organization?

The average utilization of a service provider?

On an average, how busy are the service providers?

214 MANUFACTURING AND SERVICE PROCESSES section 2 exhibit 7.3 Fail-Safing an Automotive Service Operation FAILURE: CUSTOMER FORGETS THE NEED FOR SERVICE. POKA-YOKE: SEND AUTOMATIC REMINDERS WITH A 5 PERCENT DISCOUNT. FAILURE: CUSTOMER CANNOT FIND FAILURE: CUSTOMER HAS DIFFICULTY FAILURE: CUSTOMER DOES NOT SERVICE AREA, OR DOES NOT FOLLOW COMMUNICATING PROBLEM. PROPER FLOW. POKA-YOKE: CLEAR AND POKA-YOKE: JOINT INSPECTIONSERVICE ADVISER REPEATS HIS/HER UNDERSTANDING INFORMATIVE SIGNAGE DIRECTING OF THE PROBLEM FOR CONFIRMATION OR CUSTOMERS. ELABORATION BY THE CUSTOMER. UNDERSTAND THE NECESSARY SERVICE. POKA-YOKE: PREPRINTED MATERIAL FOR MOST SERVICES, DETAILING WORK, REASONS, AND POSSIBLY A GRAPHIC REPRESENTATION. Stage 2 - Problem Diagnosis Stage 1 - Preliminary Activities Customer calls for service appointment Customer arrives with vehicle Greet customer Customer approves service Customer specifies problem Obtain vehicle information Preliminary diagnosis: Is the cause clear? Yes Line of Visibility No Service department schedules appointment Detailed problem diagnosis FAILURE: CUSTOMER ARRIVAL FAILURE: CUSTOMERS NOT SERVED IN FAILURE: INCORRECT DIAGNOSIS OF THE UNNOTICED. ORDER OF ARRIVAL. PROBLEM. POKA-YOKE: USE A BELL CHAIN TO POKA-YOKE: PLACE NUMBERED POKA-YOKE: HIGH-TECH CHECKLISTS, SIGNAL ARRIVALS. MARKERS ON CARS AS THEY ARRIVE. SUCH AS EXPERT SYSTEMS AND DIAGNOSTIC FAILURE: VEHICLE INFORMATION EQUIPMENT. Prepare cost and time estimate FAILURE: INCORRECT ESTIMATE. POKA-YOKE: CHECKLISTS ITEMIZING COSTS BY COMMON REPAIR TYPES. INCORRECT AND PROCESS IS TIMECONSUMING. POKA-YOKE: MAINTAIN CUSTOMER DATABASE AND PRINT FORMS WITH HISTORICAL INFORMATION. Poka-yokes Procedures that prevent mistakes from becoming defects. jac25235_ch07_208-243.indd 214 entity that controls the activities, levels are shown in the flowchart. The top level consists of activities that are under the control of the customer. Next are those activities performed by the service manager in handling the customer. The third level is the repair activities performed in the garage; the lowest level is the internal accounting activity. Basic blueprinting describes the features of the service design but does not provide any direct guidance for how to make the process conform to that design. An approach to this problem is the application of poka-yokesprocedures that block the inevitable mistake from becoming a service defect.1 Poka-yokes (roughly translated from the Japanese as \"avoid mistakes\") are common in factories and consist of such things as fixtures to ensure that parts can be attached only in the right way, electronic switches that automatically shut off equipment if a mistake is made, kitting of parts prior to assembly to make sure the right quantities are used, and checklists to ensure that the right sequence of steps is followed. 12/22/11 2:59 PM SERVICE PROCESSES FAILURE: CUSTOMER NOT LOCATED. POKA-YOKE: ISSUE BEEPERS TO FAILURE: BILL IS ILLEGIBLE. POKA-YOKE: TOP COPY TO CUSTOMER, OR PLAIN PAPER BILL. CUSTOMERS WHO WISH TO LEAVE 215 chapter 7 FAILURE: FEEDBACK NOT OBTAINED. POKA-YOKE: CUSTOMER SATISFACTION POSTCARD GIVEN TO CUSTOMER WITH KEYS FACILITY. TO VEHICLE. Stage 4 - Billing and Vehicle Retrieval Stage 3 - Perform Work Customer waits or departs facility Customer pays bill Waiting room or shuttle service provided Schedule and perform required work Vehicle retrieved Customer notified Work verified Customer departs Vehicle cleaned Customer invoice prepared FAILURE: SERVICE SHUTTLE IS INCONVENIENT. POKA-YOKE: SEATING IN AVAILABLE SHUTTLES IS ALLOCATED WHEN SCHEDULING APPOINTMENTS. LACK OF FREE SPACE INDICATES THAT CUSTOMERS FAILURE: VEHICLE TAKES TOO LONG TO ARRIVE. POKA-YOKE: WHEN CASHIER ENTERS CUSTOMER'S NAME TO PRINT THE BILL, NEEDING SHUTTLE SERVICE SHOULD BE SCHEDULED FOR FAILURE: VEHICLE NOT CLEANED CORRECTLY. POKA-YOKE: PERSON RETRIEVING VEHICLE INSPECTS, ORDERS A TOUCH-UP IF NECESSARY, AND ANOTHER TIME. REMOVES FLOOR MAT IN PRESENCE OF CUSTOMER IS PAYING. FAILURE: PARTS ARE NOT IN STOCK. POKA-YOKE: LIMIT SWITCHES ACTIVATE SIGNAL LAMPS WHEN PART LEVEL FALLS BELOW ORDER POINT. CUSTOMER. INFORMATION IS ELECTRONICALLY SENT TO RUNNERS WHO RETRIEVE VEHICLE WHILE THE There are many applications of poka-yokes to services as well. These can be classified into warning methods, physical or visual contact methods, and by what we call the Three T'sthe Task to be done (Was the car fixed right?), the Treatment accorded to the customer (Was the service manager courteous?), and the Tangible or environmental features of the service facility (Was the waiting area clean and comfortable?). Finally (unlike in manufacturing), service poka-yokes often must be applied to fail-safing the actions of the customer as well as the service worker. Poka-yoke examples include height bars at amusement parks; indented trays used by surgeons to ensure that no instruments are left in the patient; chains to configure waiting lines; take-a-number systems; turnstiles; beepers on ATMs to warn people to take their cards out of the machine; beepers at restaurants to make sure customers do not miss their table calls; mirrors on telephones to ensure a \"smiling voice\"; reminder calls for jac25235_ch07_208-243.indd 215 12/22/11 2:59 PM