Facility layout in service organizationService organizations use product, process, cellular, and fixed-position layouts to organize different types of work. For example, looking back at exhibit 6.12, which shows the typical LensCrafters facility layout, we see the customer-contact area is arranged in a process layout. In the lab area, however, where lenses are manufactured, a cellular layout is used.In service organizations, the basic trade-off between product and process layouts concerns the degree of specialization versus flexibility. Services must consider the volume of demand, range of the types of services offered, degree of personalization of the services, skills of employees, and cost. Those that need the ability to provide a wide variety of services to customers with differing requirements usually use a process layout. For example, libraries place reference materials, serials, and microfilms into separate areas, hopitals group services by function also, such as maternity, oncology, surgery, and X ray; and insurance companies have office layouts in which claims, underwriting, and filing are individual department.
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