Assessing the impact of alternative manufacturing layouts in a service setting
研究通过流程分析和计算机仿真，比较了三种布局（现有装配线、改进装配线和服务单元）对区域血液中心服务流程的影响，发现服务单元布局能提升绩效和客户满意度。
Abstract This paper summarizes the results of a project designed to study and ultimately improve the overall operation of a service process, as found in one regional blood center. Driving this project was recognition that the current process, initially designed to accommodate a single customer group, was ill equipped to handle a changing customer mix now consisting of three disparate groups. The resulting mismatch between the process and users created long delays and an increase in the overall level of dissatisfaction with the existing process. To improve overall performance, this study turned to process analysis and computer simulation to stimulate a critical analysis of the process. As part of this approach, the study investigated three layouts: the existing worker paced assembly line, a modified assembly line, and service cells. The study examined the relationship between layout, customer mix and system performance. Key among the results was that a service cell approach led to higher performance and better customer satisfaction.