Spatial Layout and Functionality
Unlike manufacturing firms where the goal in designing a layout is to minimize the cost of moving material between areas one of the goals of a service operation is to minimize the travel time of employees and in some instances customers. At the same time, the service firm is trying to maximize revenues per customer by exposing them to as many opportunities as possible to spend their money. For example, the long lines to get into the shows at Las Vegas casinos wend their way through slot machine areas so customers will play the slots while waiting. Operations such as IKEA a hail of Swedish furniture stores and Stu Leonard's Dairy Store in Norwalk Connecticut are designed so the customer after entering the store must go through the entire facility to e it not unlike a maze with a single path through it.