Abstract
Food service industry has to be innovated to overcome its low productivity. In this paper, the authors investigate its work process by mean of IDEF0 method. Based on the 3S (scheme, system and service) model proposed by Ohara, this detailed study reveals a fundamental structure of "Moments Of Truth" in IDEF0 figures where three value-chains belonging to customers, floor-staffs and kitchen-staffs respectively are linked each other by means of "service" in 3S model. A certain "Hospitality (Omotenashi in Japanese)" creation model is also proposed based on the "Moments Of Truth" structure.
