After going through all the information above, we can now see that the museum has basically got the Functional Layout. Where different people can go in the different sections depending upon their choices or taste. Further, it has got Cell Layout, like archaeology section. Flow of people between different sections (processes) happens in batches if it’s busy. Other wise it’s a random flow. Each gallery and shop, excluding the main auditorium and first floor Art Gallery, can accommodate up to 30 people at a time. First floor gallery (which is also in Cell Layout) has got the capacity of around 40 people at a time. Cafeteria has got the seating available for up to 40 persons. Usually management has got the Museum Assistants who basically answer the public questions about the museum.
Overall, it looks a nice museum when you go in and notice nice staff and brilliant layout. But it’s not that glossy when you see in detail. First of all, museum has only got the parking space for 30 cars. Plus the position of the car park can create the flow problems in the layout. Now imagine the car park in the peak time, when visitors number touches to 1000. People may get frustrated with this (Staff told that this has happened in the past).
There is not enough signage for the museum, and even the signage it has got, is very confusing. You could end up going in some where else, which is A quality issue.
Then they have got only 1 customer toilet, and they too are in the ground floor. In busy times, queue could build up at the toilets.
Staff is not enough in the museum. It has not got museum assistants present on each section. And it could turn out be a trouble in busy times, when people need to move around in different batches with different museum assistants (Confirmed by staff).
Galleries 5 and 6, where museum held temporary exhibition, which are very popular and which draw a big visitors, have only got the capacity of 40 persons at a time accumulatively. Now if it’s busy time and then on top of it, is popular exhibition, this capacity is not suitable. This is a basic layout problem. One can argue that the space of 40 persons in two mediums sized galleries is enough. But the answer to this would be what they can do is to transfer this temporary exhibition in the main auditorium. Because most of the time the auditorium is used as kind of a pathway to the temporary exhibition area and cafeteria. Through this, they will solve the layout problem and flow and it would be very smoother also.
Wild Space gallery is situated in front of the shop. The place between shop and Wild Space gallery is very narrow. In busy periods, when either shop or Wild Space gallery or both are crowded with people can get stuck in the narrow pathway.
Cafeteria is very small. It has got the capacity of 40 persons at a time. Now for a museum along with a huge art gallery, this number is really low (Management told that there would be a new cafeteria very soon, which would have more spaces.)
As told by management, the biggest problem, what they think, museum has got at the moment is budget. Now although this is not a problem which is directly related to the Operations Management department, but is directly affecting the operations. Because of the lack of budget they are neither able to do some basic changes in the layout nor they can do some extra activities or add some basic functional facilities to the museum, for example, making of new toilets, change in the exhibit Also it’s because of the budget problem that they can not afford to have extra or part time staff to meet the demand of busy periods. Although it’s funded mainly by the Leicester City Council,. There is no entrance fee in the museum. Currently, though, renovation of museum is going on.
Museum usually hires someone to do the survey, which gives management feedback on the quality of visitors experience. It has got some very useful questions like was there anything you particularly liked during your visit to the museum?, is there anything that you would like to see improved at the museum ? how would you describe your visit?, have you visited this site before? etc(For a more detailed look on the questionnaire, see appendix1).
As told by management, these surveys help them to collect data from range of customers, based on which they can do some improvements in the quality of visitors’ experience.
They also do get cards filled in by the visitors some times, which are called feedback cards, to get direct comments from customer to asses the quality level.
Part 2
LONDON ZOO
London zoo is located in the Central London. It’s only 15 minutes walk away from Camden town and Regent Park underground tube Stations. Other nearest station is Baker Street, which is about 30 minutes walking from the museum.
It was opened in 1828. It is situated in an area of 36 acres. It’s run and managed by Zoological Society of London and it has one of the most prestigious animal collections in the world. Attendance level reaches to 10,000 on busiest days.
Basically zoo has got Functional Layout. Different people can go in different sections ranging from Blackburn pavilion to the Beard Pigs and from Beard Pigs to the Reptile house and Further to aquarium, depending upon their need or taste(See the map of London Zoo in Appendix 2). As it’s expanded in a massive area, so flow of people varies from section to section.
One of their most important problems is the budgeting. They have recently been going in deficit. And this budget problem is directly affecting their operations. Although they have got lot of space, but in busiest periods, there is a complete chaos in the zoo. There are queues every where. Operations at this point seem out of control. An other problem which they are getting at the moment is the change in the views of people about zoos. There are number of people in the society who question the existence of the zoo and the welfare and well being of the animals in the zoo.
There was a survey which was done on the zoo. It pointed out number of quality problems for the zoo, which in turn are affecting the performance of the zoo.
One of those problems is visibility of the animals. Although the museum has got a clear layout for different sections, but people often find it hard in finding the animals. One reason of this may be because of the size of the zoo and because the actual layout is not what people expect it to be.
Large number of visitor thinks that they have no contact with the staff, this is probably because museum has not got enough staff.
Usually the zoo has got different feedback forms. Which they get fill out from visitors with the supervision of staff. They can then track down the potential problems with the help of this feedback data.
Comparison and Contrast of the Problems of Both Organizations:
One problem which both London Zoo and New walk Museum is facing is the budgeting. Lack of funding is directly affecting their operations. Both struggle in terms of staff, as a result, either in terms of busy periods or with less customer contact.
In terms of parking London Zoo is far better than the New Walk museum. Essentially because they have got massive space, but also the position of the car park is very crucial to their layout.
London zoo has got some wonderful facilities. They have got a huge café along with two tea shops, through whom they can cope the busy periods. They have also got an education centre, where they organize different educational programs. Apart from this, they have got a fantastic library and a wonderful shop. They have got a range of sections consisting of different animals. Where as New walk museum has only got 6 or 7 main galleries. Also, their shop and café size is not that big.
Unlike London Zoo, New walk museum has not got any visibility problems. They are a small museum and even when it is very busy people get the fair amount of chance to see the stuff they want (Confirmed by staff).
In contrast with New walk Museum, London Zoo has got very well maintained signage which does not take people to some other place and so they have not got any quality issue in this respect.
London zoo has got massive pathways to and around from the different sections or departments. Although they too get squeezed in the busy periods, but still they provide better flow of people compared to the pathways of New Walk Museum.
Also London Zoo has got more than 5 toilets. Additionally these include more than one toilet for disabled persons too, which can accommodate in the busy periods. And these toilets are situated in a very good positions, Where as New Walk Museum has got only 1 customer toilet, which creates a real mess in busy situations.
APPENDIX 1
Leicester art and museums service
Visitor questionnaire LEICESTER CITY COUNCIL
New walk museum & art gallery
To help Leicester arts and museums service find out your views, so that we can improve our service and provide a programme of events that meets your needs, it would be greatly appreciated if you take a few minutes to complete this questionnaire.
The questionnaire is anonymous and all replies are completely confidential.
Date: _________ weekday [ ] weekday event [ ] weekend [ ] weekend event [ ]
Q1 what is your main reason for visiting?
[ ] general visit
[ ] events/ activities
[ ] to see a specific exhibition (please specify)____________________
[ ] academic/ research
[ ] other (please specify)____________________________________
Q2 have you visited this site before? Yes[ ] No [ ] if yes, was it within the past:
6months [ ] 12months [ ] 3years [ ] 5years [ ] over 5years [ ]
How many times a year you visit other Leicester city council museums and galleries?
_____________________________________
Q3 how would you describe your visit?
Excellent [ ] good [ ] ok [ ] poor [ ] very poor [ ]
Q4 was there anything you particularly liked during your visit to the museum?
Q5 is there anything that you would like to see improved at the museum?
Q6 how did you find out about this museum and gallery?
[ ] local press [ ] local radio
[ ] flyers/ poster [ ] Leicester city council website
[ ] events guide [ ] word of mouth
[ ] live locally [ ] other ________________________
It would be useful for us to have some information about you and the people you are visiting with. All replies are completely confidential and are not passed on to any other organizations or agencies.
Q7 how many of you are: Male_____________ female ____________
Q8 how many people in your party are in the following age ranges:
0-4 ________ 25-29_____ 75-84_________
5-10 _________ 30-44_____ 85-89_________
11-15_________45-59______90+__________
16-19_________60-64_________
20-24________ 65-74________
Q9 how many people in your group would describe themselves as having a disability：________
Q10 how many people in your party are in the following ethnic groups:
If you answered “other” in any of the boxes above please specify___________________
A few more questions about yourself:
Q11 are you:
[] working full time
[] working part time
[] self-employed
[] government supported training scheme
[] retired
[] looking after home/family
[] long term sick/ disabled
[] full-time student
[] unemployed
[] other
If you currently work or have ever worked, what is (was) the title of your main job?
Q12 what is your postcode? ______________________
Which exhibitions did you visit and how did you rate them?
From your visit to the museum would you say:
I learnt something new from the exhibitions? [] agree [] disagree [] neither
I have increased my interest in a subject [] agree [] disagree [] neither
Now I want to find out more [] agree [] disagree [] neither
The exhibitions were inspiring [] agree [] disagree [] neither
It has given me lots to think about [] agree [] disagree [] neither
Did you visit new walk museum especially for any exhibition? [] yes [] no
Thank you for taking the time to fill in this questionnaire.
APPENDIX 2
