Practice of service engineering for restaurant business

Abstract

In restaurant businesses, design and operation mainly depend on experiences of skilled workers. Service engineering is a new research field to enhance productivity by scientific approach. This paper reports some studies conducted in a restaurant business; 1)designing cooking processes to enhance customer's value and productivity based on behavior observation of cooking, 2)improvement of restaurant processes by information sharing among staffs, and 3)analysis of employee's service skills at a point of contact with customers.