Assessing the impact of alternative manufacturing layouts in a service setting

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.