Facilities Planning - Unit
05
Layout Types: Service and Retail
Hierarchy of Facility Planning
Layout Design
Facility
Location
Facility
Planning
Facility
Design
Source for Figure: Tompkins and White,
Facilities Planning, 2nd edition, Wiley
Structural Design
Layout
Design
Handling System
Design
Layout Types: Service and Retail - 2
Service Layout Planning - Office
Offices differ from factories in at least three ways:
 the product,
 the physical environment, and
 the social environment.
An office produces information (paperwork, computer
input/output, electronic files, and oral
communication). Office layout criteria are
minimization of communication cost and
maximization of employee productivity.
Layout Types: Service and Retail - 3
Office Space Planning
Why is the working environment so important?
A person’s work environment is very important. After all, we
spend nearly as much time at work as we do at home. According
to a recent North American Survey, nearly 50% of workers rank
their work environment as the most critical element of job
satisfaction. In fact, they ranked environment above praise and
recognition, compensation and benefits, job security, and
promotions.
Source:
Layout Types: Service and Retail - 4
Office Space Planning
What makes a high quality work environment? The five major elements
of Office Space Design:
 Comfort – Assuring that work stations are adjustable and suited to the
task, whether sitting, standing, spending hours at the computer or on
the phone
 Efficiency – Locating work teams in convenient proximity, placing
equipment near workers who use it most
 Communication – Organizing each department for the most effective
means of communicating internally and externally with co-workers and
customers
 Productivity – Maintaining a logical flow throughout the office
 Effectiveness – Establishing clear goals and objectives for the work
environment
Source:
Layout Types: Service and Retail - 5
Office Space Planning Checklist
 Consider the size of your space based on your current needs and
your projections for growth
 Analyze the traffic flow of your office, placing individuals who meet
with clients frequently in an easily accessible location.
 Place workers in near proximity who frequently collaborate on
projects
 Review office machinery (copier, fax, printers, etc.) and place
equipment near the employees who use it most.
 When using systems furniture, lay out your plan carefully making
sure to include any columns, bump-outs or irregularities in the
space.
Source:
Layout Types: Service and Retail - 6
Office Space Planning Checklist - continued
 Always measure carefully and include the sizes of office furniture and
system panels in your calculations to avoid narrow and cramped walkways
and work spaces.
 Plan the cabling and wiring for your telecommunications and electronic
equipment. Make sure each work space is adequately equipped and no
cables will be running down or across the aisles.
 Be sure to plan for adequate storage and equipment areas to avoid clutter
and safety hazards.
 Investigate code requirements and city or county permits when moving or
reconfiguring your office space
 Discuss ergonomic needs with your employees -- computer keyboards,
monitor placement, adjustable chairs and equipment, telephone headsets,
lighting, etc.
Source:
Layout Types: Service and Retail - 7
Office Layout Design - Ergonomics
This universal guide to human dimensions and
distances may be a useful reference in planning
for office partition concepts system.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
AVERAGE EYE HEIGHT STANDING
AVERAGE EYE HEIGHT SEATED
NATURAL ANGLE OF VISION
RANGE OF VISION
MAXIMUM BODY BREADTH
MAXIMUM BODY DEPTH
ONE - WAY PASSAGE - MIN
TWO - WAY PASSAGE - MIN
NORMAL REACH HEIGHT SEATED
EXTENDED REACH HEIGHT SEATED
WORKSTATION DEPTH - RECEPTION
WORKSTATION DEPTH MIN - MAX
V.D.U. WORKSTATION DEPTH MIN - MAX
SHELF / CABINET DEPTH
SCREEN HEIGHTS
Layout Types: Service and Retail - 8
Office Layout Design
 Design positions people,
equipment, & offices for
maximum information flow
 Arranged by process or product
 Example: Payroll dept. is by
process
 Various flow analysis tools, SLP,
etc. can be used for space and
layout planning.
Layout Types: Service and Retail - 9
Office Layout Design
Relationship Chart
Ordinary
closeness:
2
President (1)
3 & Costing (2)
1
1 President
O
2 Costing
U
A
3 Engineering
I = Important
U = Unimportant
A
I
O
4 President’s Secretary
4
Absolutely
necessary:
President (1) &
Secretary (4)
Layout Types: Service and Retail - 10
Office Layout Design
Relationship Chart
Val. Closeness
1 President
2 Chief Technology Officer
3 Engineer’s Area
4 Secretary
5 Office entrance
7 Equipment cabinet
8 Photocopy equipment
9 Storage room (1)
10 Storage room (2)
O
A
O
A
U
I
I
A
I
I
I
I
U
I O O
A E U O
X E E U
U A O
O U I
O X
U A
E
E
A
I
Absolutely
necessary
E
Especially
important
I
Important
O
Ordinary OK
U
Unimportant
X
Not desirable
Layout Types: Service and Retail - 11
Office Layout Design
Types of Arrangements
 Conventional office
 Landscape office
 Open plan office
See supplementary document for additional information
Layout Types: Service and Retail - 12
Office Layout Design - Example
Layout Types: Service and Retail - 13
Office Layout Design - Example
Layout Types: Service and Retail - 14
Office Layout Design - Example
Layout Types: Service and Retail - 15
Office Layout Design - Example
Layout Types: Service and Retail - 16
Office Layout Design Considerations
 Almost half of US workforce works in an office environment
 Human interaction and communication are the primary factors




in designing office layouts
Layouts need to account for physical environment and
psychological needs of the organization
One key layout trade-off is between proximity and privacy
Open concept offices promote understanding & trust
Flexible layouts incorporating “office landscaping” help to
solve the privacy issue in open office environments
Layout Types: Service and Retail - 17
Office Layout Design
 Trend toward open spaces.
 Low divider walls.
 Why ??
Studies have shown that workers that are in close proximity to
each other are more likely to have greater understanding,
tolerance, and trust for one another.
Layout Types: Service and Retail - 18
Office Layout Design Considerations
Other Layout Considerations:
 people in groups have frequent contact
 some groups interact frequently with other groups
 conference rooms may be required
 some service is best suited to private offices - for other service, an open
office environment is best
 differences between aesthetics of office areas where customers go versus
where they do not go
 need for aisles
 shared facilities for equipment (copier, etc)
 storage for supplies
 restrooms, coffee rooms, etc.
Layout Types: Service and Retail - 19
Service Layout and Location
Retail Stores
Situation:
Any business where customers go to
purchase products. Examples:
 grocery store
 clothing store
Objective:
 Maximize net profit per square
foot of space.
 Expose customers to as many
products as possible
Layout Types: Service and Retail - 20
Location Considerations for Retail and
Service Business
 Trade area size








Retail compatibility
Degree of competition
Transportation network
Physical, racial, or
emotional barriers
Customer traffic
Adequate parking
Room for expansion
Visibility
Layout Types: Service and Retail - 21
Service Layout and Location
Retail Stores Location
 Central Business Districts (CBDs)
 Neighborhood locations
 Shopping centers and malls
 Neighborhood shopping centers
 Community shopping centers
 Regional shopping centers
 Power centers
 Near competitors
 Outlying areas
 Home-based businesses
Layout Types: Service and Retail - 22
Service Layout and Location
Retail Stores Location – Shopping Centers and Malls
 Neighborhood Shopping Centers

3 to 12 Stores; anchor is supermarket or drugstore
 Community Shopping Centers

12 to 50 stores; anchor is department or variety store
 Regional Shopping Malls

50 to 100 stores; anchor is one or more major department
stores
 Power Centers

Combines drawing power of a mall with convenience of
neighborhood shopping center
Layout Types: Service and Retail - 23
Retail Store Layout
Elements That Compose the Store Environment
Sore Planning
Space Allocation
Layout
Circulation
Visual Communications
Retail Identity
Graphics
POS Signage
Store Image
And
Productivity
Store Design
Exterior Design
Ambiance
Lighting
Merchandising
Fixture Selection
Merchandise Presentation
Visual Merchandising
Layout Types: Service and Retail - 24
Retail Store Layout
External Factors (looking from outside)
 Size - Is the building large enough to accommodate the
business?
 Create the proper image or "personality" for the business in the
customer's eyes.
 Develop creative window and in-store displays.
 Choose appropriate storefront design.
 Entrances must invite customers in.
 Building must comply with Americans with Disabilities Act.
 Pay attention to the business sign, the most direct method of
reaching potential customers.
Layout Types: Service and Retail - 25
Retail Store Layout
Building Interiors Considerations
 Ambient conditions - background characteristics
such as lighting, sound, smell, and temperature.
 Spatial layout and functionality - which involve
customer circulation path planning
 Signs, Symbols, and Artifacts - characteristics of
building design that carry social significance
Layout Types: Service and Retail - 26
Retail Store Layout
Arranging Merchandise
 Impulse Goods
 Place where they can easily be seen and near or at the
register/checkout area
 Customer-Necessary goods
 Place at the back of the store or in out-of-the-way places
where customers must seek them out.
 Entry Areas
 Put goods at right front of store to catch customers’ eye as
they enter the store.
Retailing Truism - The more merchandise customers are
exposed to, the more they tend to buy.
Layout Types: Service and Retail - 27
Retail Store Layout
Allocating Spaces
Types of space needed:
 Back room
 Office and other functional spaces
 Aisles, services areas, and other non-selling areas of
the main sales floor (Convenience services: coffee shop, mail,
barbershop, banking, video rental, etc.)
 Wall merchandise space
 Floor merchandise space
Layout Types: Service and Retail - 28
Retail Store Layout
 Design maximizes product exposure to customers
 Decision variables
 Store flow pattern
 For quasi manufacturing services, approaches used to design
and analyze process and product layouts may be used.
 Provide for customer waiting lines.
Video
Layout Types: Service and Retail - 29
Retail Store Layout - Layout Types
Grid Pattern: Rectangular with parallel aisles; formal; controls
traffic flow; uses selling space efficiently.
Examples: Supermarkets and self-service discount stores
Display Racks
Display
Racks
Display Racks
Racks
Door
Check-out
Door
Office
Restrooms
Storage
Layout Types: Service and Retail - 30
Retail Store Layout
Layout Types – Grid Pattern
Grocery Store
Milk
Meat
Office
Carts
Check-out
Produce Frozen Foods
Bread
Layout Types: Service and Retail - 31
Retail Store Layout
Layout Types – Grid
Grid Layout is a type of store layout in which counters and
fixtures are placed in long rows or “runs,” usually at right
angles, throughout the store.
Advantages






Low cost
Customer familiarity
Merchandise exposure
Ease of cleaning
Simplified security
Possibility of self-service
Disadvantages
Plain and uninteresting
Limited browsing
Stimulation of rushed shopping
behavior
Limited creativity in decor
Layout Types: Service and Retail - 32
Retail Store Layout - Layout Types
Free-Flow Pattern: Free-flowing; informal; creates “friendly”
environment; flexible Small specialty shops
Office
Storage
Racks
Door
Check-out
Display
Door
Storage
Display Racks
Layout Types: Service and Retail - 33
Retail Store Layout
Layout Types – Free Flow
Apparel Store
Feature
Trans. Counter
Display Table
Layout Types: Service and Retail - 34
Retail Store Layout
Layout Types – Free Flow
Free-Flow Layout is a type of store layout in which fixtures
and merchandise are grouped into free-flowing patterns on
the sales floor.
Advantages






Allowance for browsing
and wandering freely
Increased impulse
purchases
Visual appeal
Flexibility
Disadvantages
Loitering encouraged
Possible confusion
Waste of floor space
Cost
Difficulty of cleaning
Layout Types: Service and Retail - 35
The Disney Store’s Effective Use
of the Free-Flow Design
Approximately 250 million consumers
visit Disney’s entertainment retail
outlets each year. New store designs
showcase merchandise in an
engaging and contemporary fashion,
keeping pace with evolving retail
trends.
Technological elements - including a
front-of-store media wall that
engages guests with Disney
programming, and interactive kioskssetting the stage for the Disney Store
in the 21st century.
Layout Types: Service and Retail - 36
Retail Store Layout
Layout Types – Loop
Loop Layout is a type of store layout
in which a major customer aisle
begins at the entrance, loops through
the store, usually in the shape of a
circle, square, rectangle, and then
returns the customer the front of the
store.
Advantages: Exposes customers to
the greatest amount of merchandise
Layout Types: Service and Retail - 37
Retail Store Layout
Layout Types – Loop (Kohl’s Floor Plan)
Layout Types: Service and Retail - 38
Retail Store Layout
Layout Types – Spine
Layout Types: Service and Retail - 39
Retail Store Layout
Layout Types – Spine
Spine Layout is a type of store layout in which a single
main aisle runs from the front to the back of the store,
transporting customers in both directions, and where on
either side of this spine, merchandise departments using
either a free-flow or grid pattern branch off toward the
back aisle walls.
Layout Types: Service and Retail - 40
Retail Store Layout
Layout Types – Other Categories
Boutique: Divides store into a series of individual
shopping areas, each with its own theme; unique
shopping environment; small department stores
Service Type Layout: A design that gives customers
direct access to merchandise
Layout Types: Service and Retail - 41
Retail Store Layout
Food Store Design Example
Considerations:
 Locate the High Draw Items at the peripheral areas of the store
 dairy
 bakery
 deli
 meat market
 Put impulse items at isles closest to entrance
 Try to make customers go down the entire length of all isles
 market basket of goods - spread out
 Distribute the Power Items to both sides of isles - forcing customers to go
from side to side of each isle - increases exposure
 Extensive use of end-isle locations
 Use front entrance to set tone for the store - first appearances
Layout Types: Service and Retail - 42
Retail Store Layout
Food Store Design Example.
Note: Dairy, bread, high drawer items in corners
Layout Types: Service and Retail - 43
Layout in Services
Taco Bell Restaurant Floor Plans
Layout Types: Service and Retail - 44
Technology in Services
Service Industry
Example
Financial services
Debit cards, electronic funds transfer, ATMs, Internet stock
trading
Education
Utilities and
government
Electronic bulletin boards, on-line journals
Automated one-man garbage trucks, optical mail sorters,
scanners, flood warning systems
Restaurants and
foods
Wireless orders from waiters to kitchen, robot butchering,
transponders on cars to track drive-throughs
Communication
Electronic publishing, interactive TV
Hotels
Wholesale/retail
trade
Electronic check-in/check-out, electronic key/lock systems
Point-of-sale terminals, e-commerce, electronic
communication between store and supplier, bar coded data
Layout Types: Service and Retail - 45
Technology in Services - Continued
Service Industry
Example
Transportation
Automatic toll booths, satellite-directed navigation systems,
route planning, progress monitoring
Health care
On-line patient monitoring, on-line medical information
systems, robotic surgery, expert system diagnosis
assistance
Ticketless travel, scheduling, Internet ticket sales, improved
navigation and route planning
Airlines
Layout Types: Service and Retail - 46
Supplement – Store Image, Visual
Merchandising, and Visual Communications
Layout Types: Service and Retail - 47
Store Image
L.L. Bean offers relaxed,
classic apparel styles to its
customers. To help convey
this image, L.L. Bean’s
catalog and advertising
reinforces their image. For
catalog customers, the
catalog is the store
environment.
Layout Types: Service and Retail - 48
Store Image
By incorporating a café
as an integral part of
Barnes & Noble
bookstores, a very
relaxing and casual
ambiance is created.
Layout Types: Service and Retail - 49
Visual Merchandising
Visual merchandising Is the artistic display of merchandise and
theatrical props used as scene-setting decoration in the store.
Here’s sampling of the
techniques stores use to
generate those sales: Get’m
coming and going. Escalators
are a focal point of many stores.
That makes them ideal locations
for promotional signs and for
impulse items like perfume.
Layout Types: Service and Retail - 50
Visual Merchandising
Lead them to temptation.
Department-store design
incorporates a gauntlet of
goodies to stimulate impulse
buys. Cosmetics, a store’s most
profitable department, should
always be at the main entrance
to the store.
Layout Types: Service and Retail - 51
Visual Merchandising
Its all in the display
When an item, such as a watch
or a scarf, is displayed in a glass
case, it implies luxury. An item
in a glass case with a lot of
space around it implies real
luxury.
Layout Types: Service and Retail - 52
Visual Merchandising
Color is king
Retailers believe consumers are
more apt to buy clothes that
appear in full size and color
assortments.
Layout Types: Service and Retail - 53
Visual Merchandising
Suggestion positioning
Once the customer has already
purchased one item, it’s easier
to sell an additional item. Thus
apparel retailers strategically
place impulse buys like hair
bows and costume jewelry by
the cashier the same way
supermarket checkouts display
candy and magazines.
Layout Types: Service and Retail - 54
Visual Communications
 Name, Logo, and Retail
Identity
 Institutional Signage
 Directional, Departmental,
and Category Signage
 Point-of-Sale (POS)
Signage
 Lifestyle Graphics
Layout Types: Service and Retail - 55
Visual Communications
Directional, Departmental, and Category Signage
Directional and Departmental Signage are large signs
that are usually placed fairly high, so they can be seen
throughout the store.
Category Signage are smaller than directional and
departmental signage and are intended to be seen from a
shorter distance; they are located on or close to the
fixture itself where the merchandise is displayed.
Layout Types: Service and Retail - 56
Visual Communications
Departmental Signage
Departmental signage
serve as the highest level
of organization in an
overall signage program.
These signs are usually
large and placed fairly high
to they can be seen
throughout the store.
Layout Types: Service and Retail - 57
Visual Communications
Category Signage
Category signage helps
consumers negotiate
throughout the store to
find the product categories
they are looking for. The
size of category signage
varies widely from a
lettering that is a few feet
in height to merely inches.
Layout Types: Service and Retail - 58
Visual Communications
Point-of-Sale (POS) Signage
Point-of-Sale Signage Is relatively
small signage that is placed very
close to the merchandise and is
intended to give details about
specific items.
POS signage for clearance and sale
items tend to be in red to draw a
consumer’s attention.
Layout Types: Service and Retail - 59
Visual Communications
Lifestyle Graphics
The Limited uses lifestyle
graphics to convey the
image of the product to the
consumer. Here the
Limited conveys the casual
nature of one apparel line.
Layout Types: Service and Retail - 60