外文翻译--通过共享食物订单信息的餐馆实时过程管理系统

中文2535字

出处：International Conference of Soft Computing and Pattern Recognition, 2009.

外文原文二：

Real-time process management syetem in a restaurant

by shareing food order information

Shimmura, T.Takenaka, T.Akamatsu, M.

Abstract-In a full-service restaurant, it is crucial to share order information among

staff in the dining room and kitchen. This paper introduces a real-time process management system for restaurants using an advanced point-of-sale (POS) system by which staff can share order information in real time. In this system, kitchen staff can check all customer orders by the dish that was ordered and the elapsed time of each order. Moreover, dining hall workers can grasp their customer situation with a monitor. By introducing this system to a restaurant, we confirmed that it can make preparation processes more efficient and reduce customers’ claims.

Keywords–component-restaurant service; point-of-sale system; process management;

information sharing; service engineering

I. INTRODUCTION

The recent worldwide economic depression has necessitated further streamlining of restaurant businesses to with stand severe price competition. Expanding restaurant chain stores is one means to increase sales and reduce business costs by providing similar dishes produced in a central kitchen. Japan has some restaurant chains of family restaurants, pub-style restaurants and sushi restaurants.However, unlike fast-food chains, expansion of full-service restaurants (dinner restaurants) is difficult because they require many human skills such as highly skilled cooks, complicated process management of customer orders, and good communication with customers. Hospitality is important in restaurant businesses for customer satisfaction.

Although restaurant businesses face some intrinsic problems that differ from those of manufacturing industries, science and technology are expected to raise service productivity further and to enhance customer satisfaction by supporting actual businesses. The Japanese Ministry of Economy, Trade and Industry in 2007, for instance, started a national project to promote service engineering to improve service sector productivity . Supported by the project, the authors initiated studies of problems in retail and restaurant businesses. We specifically elucidated service process management in actual restaurants based on objective data gathered by information systems and measuring apparatus.

Information technologies have played important roles in restaurant businesses in some aspects such as in inventory control and supply chain management . These motivations coincide with those of retail or manufacturing businesses. In Japan, point-of-sale (POS) systems originally developed for retail and CVS (or Convenience store) businesses were introduced into restaurant businesses in the 1980s. Unlike the usage of POS system in CVS, that of restaurants is usually for management of customer orders.Although this system was innovative for restaurants, other problems remained. In such a POS system, orders are recorded by table and not by dish. When the restaurant is busy, many orders are accepted one after another. In such circumstances, kitchen staff make decisions about sequencing of preparing considering the type of dish. It is difficult for cooking staff to grasp the table number and to know how long each table has waited for service. Moreover, service staff must monitor the situation of their customers and the kitchen. Delayed delivery lowers customer satisfaction and sometimes elicits complaints. Because restaurant situations vary from time to time, process management heavily depends on staff skills and memory.

To resolve those problems, we propose a novel system by expanding conventional POS systems in which staff can share order information in real-time using an information system. Information sharing is a crucial factor of process management in a restaurant.

The next section overviews existing methods for process management in

restaurants and elucidates problems underlying conventional methods.

II. PROBLEMS OF PROCESS MANAGEMENT IN

RESTAURANTS

In simple terms, restaurant service processes comprise order receiving, preparing, and serving. An important task is to serve customers at the right place at the right time. However, that task is not easy when the restaurant becomes busy: many orders come from different tables at different times. Restaurant work is demanding, requiring a good memory and fast judgment. In general, in restaurants, three methods for process management have been used: verbal confirmation, order sheet, and a POS system.

III. PROCESS MANAGEMENT SYSTEM (PMS) FOR

RESTAURANTS

This section introduces functions of a new system (PMS) developed for full-service restaurants in Japan.Of course, an important function of POS in restaurants is registration of orders to avoid accounting mistakes. As Stain [4] pointed out, POS in restaurants is intended to improve checkout functions to avoid mistakes.In addition to those basic functions, PMS especially targets the temporal aspects of process management and information sharing among staff. Those functions are summarized as follows.

1. Order checking function by dish at each kitchen

2. Elapsed time display and delay warning functions

3. Checking functions of all kitchen positions’ status

4. Search function and reissue for lost order sheet

V．CONCLUSION

This paper introduces a new process management system (PMS) which augments POS systems for restaurants. In restaurant businesses, real-time management of customer orders is crucial. To that end, PMS provides an order checking function by dish and a display function of elapsed time. Moreover, the checking function of other positions’status helps managers to optimize staff assignments. By introducing this system to an actual restaurant, we confirmed that the average serving time was improved and that complaints decreased markedly. In fact, PMS contributed to both efficiency and customer satisfaction;they do not conflict but

exist in the same context.

REFERENCES

[2] E.W.T. Ngai et al.，“Development of an RFID-based sushi management system:

The case of a conveyor-belt sushi restaurant,”International Journal of Production Economics, vol. 112, no. 2, 2008,pp. 630-645

[3] J. Murphy and S. Smith, “Chefs and suppliers: An exploratory look at supply

chain issues in an upscale restaurant alliance,” International Journal of

Hospitality Management, vol. 28, no. 2, 2009, pp. 212-220.

[4] K. Stein, “Point-of-Sale Systems for Foodservice,” Journal of the American

Dietetic Association, vol. 105, no. 12, 2005, pp. 1861-1861.

[5] B. Sill, “Operations engineering: Improving multiunit operations,” The Cornell

Hotel and Restaurant Administration Quarterly, vol. 35,no. 3, 1994, pp. 64-71.

[6] W. Luo et al.,”Impact of process change on customer perception of waiting time: a

field study”, Omega – The International Journal of Management Service –, 32, 2004, pp77 – 83.

[7] J. Hwang and C.U. Lambert, “The interaction of major resources and their

influence on waiting times in a multi-stage restaurant,” International Journal of Hospitality Management, vol. 27, no. 4, 2008,pp. 541-551.

[8] M.M. Davis and M.J. Maggard, “An analysis of customer satisfaction with waiting

times in a two-stage service process,” Journal of Operations Management, vol. 9, no. 3, 1990, pp. 324-334.

译文二：

通过共享食物订单信息的餐馆实时过程管理系统

1

摘要-在一个全方位服务的餐厅，在餐厅与厨房之间分享职员的定单信息是非常

重要的。介绍了一种实时采用先进的餐厅销售点终端系统，员工可以分享的订单信息实时的过程管理系统。在这个系统中，厨房的职员要求访问时能检查所有客户订单的菜的秩序。此外,可以把握客户的状态的餐厅工人作为班长。该系统引入到餐馆吃饭的时候,我们证实,能高效的服务客户的要求，降低制备工艺。 关键词-组件：餐厅服务，销售点系统，过程管理，信息共享，服务工程

一．引言

最近的一次世界性的经济萧条，饭店企业在未来进一步需要经得起严峻的价格竞争力的考验。扩大餐厅连锁商店是一种手段,增加销售额并减少商业成本，提供中央厨房类似的菜肴制作。日本有一些连锁餐厅的家庭餐厅、酒吧式餐馆和寿司餐馆。然而,不像快餐连锁店,扩充全方位服务餐厅(晚餐餐馆里)很困难,因为他们需要许多人类的技能,如高度熟练的厨师,复杂的过程客户订单管理,和良好的沟通与客户。饭店企业重要的待客之道就是客户的满意度。

虽然饭店企业面临着一些内在的问题,不同于制造业，科学技术是提高客户满意度，支持实际业务，提高服务，达到生产力的进一步提升。2007年，日本经济贸易省的和行业,比如,开始了促进国家项目服务工程改善服务业生产率。作者的研究开始零售店和餐馆中存在的问题企业支持项目。我们完全阐明服务流程 管理基于实际餐馆所收集的信息系统和测量仪器的客观数据。

饭店企业在如库存控制,供应链管理一些方面,信息技术起到了重要作用。这些动机符合零售及制造业的企业。20世纪80年代的日本，冲动开发零售和CVS(便利店)企业饭店企业引进了销售点终端系统。客户订单管理通常与使用POS系统，CVS的餐馆。尽管这系统于餐馆,创新问题依然存在。在这样一个POS系统、命令记录餐桌旁,而不是通过菜。餐厅一旦进入繁忙时,许多订单接受了一次又一次。在这样的情况下,厨房里的工作人员决定准备考虑序列类型的菜。烹饪人员掌握桌子号码和每一张桌子上都有知道过了多少等服务这是困难的。此外,服务人员必须监督他们的客户和厨房的情况。顾客有时会抱怨交货延误?低知觉价值、顾客满意度。因为在随时间改变的过程管理餐厅的情况下很大程度上靠的是员工技1 作者：Shimmura, T.Takenaka, T.Akamatsu, M.

出处：International Conference of Soft Computing and Pattern Recognition, 2009.