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Improving Service Processes Based on Visualization of Human-Behavior and POS Data: A Case Study in a Japanese Restaurant

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Serviceology for Services (ICServ 2013)

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Abstract

A case study of service process improvement based on visualization of human-behavior and POS (point-of-sales) data in a Japanese restaurant is described. We developed a human-behavior sensing and visualization suite for supporting managers and employees in actual service fields to understand and improve their service processes by visualizing of both behavior and POS data. We had an experiment using the suite in the restaurant and confirmed that managers and employees were able to understand their ordinary processes, make plans for improving their processes by using the suite, and improve their processes which are observed as the increase of the stay ratio of a waiting staff in dining areas and the number of additional orders. An overview of the suite and experiment results is described.

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Acknowledgment

This work was supported by the Ministry of Economy, Trade and Industry (METI) of Japan. The authors thank Ganko Food Service Co., Ltd. and all staffs of the Ganko Ginza 4-chome restaurant for their great cooperation.

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Authors and Affiliations

  1. Center for Service Research, National Institute of Advanced Industrial Science and Technology, 1-1-1 Umezono, Tsukuba, Ibaraki, 305-8568, Japan

    Tomohiro Fukuhara, Ryuhei Tenmoku, Takashi Okuma & Takeshi Kurata

  2. Graduate School of Design, Kyushu University, Fukuoka, Japan

    Ryoko Ueoka

  3. Graduate School of Engineering, Gifu University, Gifu, Japan

    Masanori Takehara

Authors
  1. Tomohiro Fukuhara
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  2. Ryuhei Tenmoku
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  3. Takashi Okuma
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  4. Ryoko Ueoka
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  5. Masanori Takehara
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  6. Takeshi Kurata
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Corresponding author

Correspondence to Tomohiro Fukuhara .

Editor information

Editors and Affiliations

  1. National Institute of Advanced Industrial Science and Technology, Koto-ku, Tokyo, Japan

    Masaaki Mochimaru  & Takeshi Takenaka  & 

  2. The University of Tokyo, Kashiwa, Chiba, Japan

    Kanji Ueda

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Fukuhara, T., Tenmoku, R., Okuma, T., Ueoka, R., Takehara, M., Kurata, T. (2014). Improving Service Processes Based on Visualization of Human-Behavior and POS Data: A Case Study in a Japanese Restaurant. In: Mochimaru, M., Ueda, K., Takenaka, T. (eds) Serviceology for Services. ICServ 2013. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54816-4_1

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  • DOI: https://doi.org/10.1007/978-4-431-54816-4_1

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  • Publisher Name: Springer, Tokyo

  • Print ISBN: 978-4-431-54815-7

  • Online ISBN: 978-4-431-54816-4

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