運用六標準差改善餐廳過度服務現象之探討

Applying Six Sigma to Improve Excessive Service in Restaurants

10.6204/JRSHP.2014.06.08

徐欽祥；伍木成

過度服務 ； 因果圖 ； 六標準差 ； excessive services ； cause-effect diagram ； six sigma

休閒運動保健學報

6期（2014 / 01 / 01）

85 - 94

繁體中文

餐飲業競爭日趨激烈，餐廳業者透過產品或是經營模式的創新來吸引消費者，同時也提供消費者以往沒有的服務，期待在創造獲利的同時也提供顧客不同的消費體驗，然而，餐廳業者提供的服務並非總是顧客所需的，反而是多餘，過度服務因此造成顧客不佳的消費體驗。本文嘗試利用六標準差方法以及因果圖來改善餐廳過度服務現象，並提出幾點建議供相關服務業於日後之參考。

With increasingly fierce competition in food service industries, managers in restaurants are not only trying to attract customers via innovation of products or business models, but also offer services they had never done before. Restaurants are looking forward to make profit and offer different experience as well. Restaurants, however, not always offer services customers want. On the contrary, it is excessive. Excessive services results in customs' dissatisfaction of consume experience. This article, therefore, is trying to explode the ways to improve excessive services of restaurants based on the six-sigma and cause-effect diagram. Some suggestions are also provided for correlative service industries in the future as well.