OPERATION STANDARDIZATION IN SERVICE MANAGEMENT USING THE CASE STUDY OF RESTAURANTS

摘要

In recent years, the service industry has developed.But service management method has not been developed.Service operations is dependent on the experience and intuition, because frequency of service operation for customer is high.In order to achieve systematic service management aimed at operational efficiency and high quality service, the standardization of service operation is required.In this study, the propose is the standardization of service operation using the case study of the restaurant.We execute the modelling of service operations by operation analysis method (IDEF).And we set the standard operation procedure and standard time of each operation.In operations such as "monitoring of the customer status", as it is difficult to set standard time, we set the standard interval time of monitoring operation by simulation.Moreover, we consider OJT(On-the-Job Training) of rookie worker based on standardization.