Environmental Psychology and Orientation Quiz
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Questions and Answers

What can lead to anxiety and a sense of helplessness in individuals?

  • Familiar surroundings
  • Lack of spatial cues (correct)
  • Presence of spatial cues
  • Continuous experience

    • How can franchised services alleviate customer anxiety related to disorientation?

  • By removing ambiguity through clear directions (correct)
  • By enhancing noise levels in the space
  • By offering minimal interaction
  • By using complex signage

    • Which of the following options is NOT a component of servicescapes?

  • Spatial layout
  • Ambient conditions
  • Visual aesthetics (correct)
  • Signs and symbols

    • Which element of servicescapes helps create a functional landscape for service delivery?

    <p>Spatial layout and functionality</p> Signup and view all the answers

    What is a characteristic of ambient conditions in designing servicescapes?

    <p>Background noise level and lighting</p> Signup and view all the answers

    What role do signs and symbols play in servicescapes?

    <p>They provide holistic environmental understanding</p> Signup and view all the answers

    What is an example of ambient conditions in a restaurant setting?

    <p>Lighting and music playing</p> Signup and view all the answers

    Which of the following best describes servicescapes?

    <p>An environment where service and tangible commodities interact</p> Signup and view all the answers

    What is the cycle time for the activity of issuing a temporary license?

    <p>30 seconds</p> Signup and view all the answers

    Which activity listed requires the use of a specialized device?

    <p>Photograph applicant</p> Signup and view all the answers

    What is the total cycle time for processing one applicant through all activities?

    <p>150 seconds</p> Signup and view all the answers

    Which activity is performed first in the license renewal process?

    <p>Review application for correctness</p> Signup and view all the answers

    To accommodate 120 applicants per hour, how does the office plan to improve productivity?

    <p>Add one additional clerk</p> Signup and view all the answers

    What is the expected flow rate for each clerk trained to perform all activities combined?

    <p>22 customers per hour</p> Signup and view all the answers

    Why is it beneficial for customers that one clerk handles all transactions?

    <p>It reduces the total time needed to process transactions.</p> Signup and view all the answers

    Which of the following is a key advantage of the flexible staffing approach?

    <p>Ability to meet anticipated demand efficiently.</p> Signup and view all the answers

    What design approach will be used to create a layout for Ocean World Theme Park?

    <p>Operations Sequence Analysis.</p> Signup and view all the answers

    What data is critical in planning the layout for the new theme park?

    <p>Matrix of flows between attractions.</p> Signup and view all the answers

    Which method helps in identifying a good layout for the relative location problem?

    <p>Geographic center location allocation.</p> Signup and view all the answers

    What is a primary goal of minimizing total travel distance between attractions?

    <p>Enhancing visitor satisfaction.</p> Signup and view all the answers

    What can justify the investment in six work-stations for the clerk system?

    <p>Savings in labor costs due to flexible staffing.</p> Signup and view all the answers

    What is the cycle time for processing and recording payment?

    <p>30 seconds</p> Signup and view all the answers

    Which activity has the highest capacity per hour?

    <p>Review application for correctness</p> Signup and view all the answers

    What is the bottleneck activity in the process flow?

    <p>Check for violations and restrictions</p> Signup and view all the answers

    How many employees are required for the bottleneck activity?

    <p>6 employees</p> Signup and view all the answers

    If an additional clerk is assigned to the bottleneck activity, what is the expected flow through it?

    <p>120 applicants per hour</p> Signup and view all the answers

    What is the capacity of the eye test activity?

    <p>90 applicants per hour</p> Signup and view all the answers

    Which activity has the lowest capacity per hour?

    <p>Check for violations and restrictions</p> Signup and view all the answers

    What is the cycle time for issuing a temporary license?

    <p>30 seconds</p> Signup and view all the answers

    What is the main goal of the triangular form of the flow matrix?

    <p>To sum the flows in either direction.</p> Signup and view all the answers

    What contributes significantly to the total flow distance in the initial layout?

    <p>The separation of attractions A and C.</p> Signup and view all the answers

    What is the reason for exchanging attractions A and C in the revised layout?

    <p>To place attraction C adjacent to more attractions.</p> Signup and view all the answers

    Why was the nonrectangular layout in Figure C considered unacceptable?

    <p>It violated real estate constraints.</p> Signup and view all the answers

    What does the Operations Sequence Analysis Heuristic utilize in its processes?

    <p>Computerized programs for facility allocation.</p> Signup and view all the answers

    What modification was made to the attractions in the final layout?

    <p>Attractions B and E were exchanged.</p> Signup and view all the answers

    How is the flow distance calculated between nonadjacent attractions?

    <p>By multiplying the flow by the number of grid squares separating them.</p> Signup and view all the answers

    What should be prioritized when arranging attractions in a job shop layout?

    <p>Adjacency of attractions with high daily flow.</p> Signup and view all the answers

    Study Notes

    Anxiety and Orientation

    • Lack of spatial cues can lead to anxiety and feelings of helplessness in individuals.
    • Previous experiences are critical for helping people navigate environments to avoid disorientation.

    Design Solutions for Orientation

    • Formula facilities reduce disorientation anxiety by providing clear processes for customers.
    • Design features that allow visibility into and through a space enhance orientation.
    • Orientation aids like “You Are Here” maps can significantly assist customer navigation.

    Servicescapes Concept

    • Servicescapes encompass the environments where services are delivered, integrating physical surroundings with customer interaction.
    • The design of servicescapes must align with the service concept to effectively influence behavior.

    Environmental Dimensions of Servicescapes

    • Comprises ambient conditions (noise, lighting, scent), spatial layout and functionality (furnishings arrangement), and signs/symbols.
    • These elements collectively create a holistic environment perceived by both customers and employees.

    Ambient Conditions

    • Key background characteristics affecting experiences include noise levels, music, lighting, temperature, and scent.
    • Examples include atmospheres in restaurants or Disney waiting lines.

    Spatial Layout and Functionality

    • The arrangement of furniture and equipment shapes both visual appeal and service delivery efficiency.
    • Efficient layouts are seen in fast food restaurants with streamlined self-service designs.

    Driver's License Office Case Study

    • The office aims for a productivity rate of 120 applicants per hour with one additional clerk.
    • Activities are conducted in a fixed sequence, with assessment of cycle times revealing bottleneck issues.

    Activity Cycle Times and Capacities

    • Individual activity cycle times impact throughput:
      • Review applications: 15 seconds (capacity: 240 applicants/hour).
      • Process payments: 30 seconds (capacity: 120 applicants/hour).
      • Check violations: 60 seconds (capacity: 60 applicants/hour).
      • Conduct eye tests: 40 seconds (capacity: 90 applicants/hour).
      • Photograph applicants: 20 seconds (capacity: 180 applicants/hour).
      • Issue licenses: 30 seconds (capacity: 120 applicants/hour).

    Process Flow Analysis

    • Bottleneck identified in the violation check process, requiring six employees for optimal capacity.
    • By training clerks in all activities, the flow rate can improve, leading to enhanced customer satisfaction with reduced transaction times.

    Ocean World Theme Park Layout Planning

    • Layout considerations for a second marine theme park focus on minimizing visitor travel distance between attractions.
    • Operations Sequence Analysis helps in determining effective arrangements by analyzing visitor flow and geographic proximity.

    Operations Sequence Analysis Heuristic

    • An initial arbitrary layout is refined by rearranging attractions based on visitor flow data to minimize distance.
    • The Computerized Relative Allocation of Facilities Technique (CRAFT) is utilized for optimization through departmental exchanges.

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    Related Documents

    Supporting Facility and Process Flow (OSCM 303) PDF

    Description

    Test your understanding of the role of spatial cues in environmental psychology and how they help reduce anxiety and disorientation. Explore how facility design can aid orientation through effective signage and visibility. This quiz covers key concepts and examples related to customer experience in various environments.

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