外文翻譯--通過(guò)共享食物訂單信息的餐館實(shí)時(shí)過(guò)程管理系統(tǒng)

1、<p><b>　　中文2535字</b></p><p>　　出處：International Conference of Soft Computing and Pattern Recognition, 2009.</p><p><b>　　外文原文二：</b></p><p>　　Real-time pro

2、cess management syetem in a restaurant</p><p>　　by shareing food order information</p><p>　　Shimmura, T.Takenaka, T.Akamatsu, M.</p><p>　　Abstract-In a full-service restaurant, it i

3、s 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

4、 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 s

5、ituation with a m</p><p>　　Keywords–component-restaurant service; point-of-sale system; process management; information sharing; service engineering</p><p>　　I. INTRODUCTION</p><p>

6、　　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 reduc

7、e 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

8、of full-service restaurants (dinner restaurants) is difficult </p><p>　　Although restaurant businesses face some intrinsic problems that differ from those of manufacturing industries, science and technology

9、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 proj

10、ect to promote service engineering to improve service sector productivity . Supported by the project, the authors initiated studies of problems i</p><p>　　Information technologies have played important roles

11、 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 ori

12、ginally 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 cus

13、tomer or</p><p>　　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 s

14、haring is a crucial factor of process management in a restaurant.</p><p>　　The next section overviews existing methods for process management in restaurants and elucidates problems underlying conventional me

15、thods.</p><p>　　II. PROBLEMS OF PROCESS MANAGEMENT IN RESTAURANTS</p><p>　　In simple terms, restaurant service processes comprise order receiving, preparing, and serving. An important task is to

16、 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

17、 good memory and fast judgment. In general, in restaurants, three methods for process management have been used: verbal confirmation, order sheet, and a POS syst</p><p>　　III. PROCESS MANAGEMENT SYSTEM (PMS)

18、 FOR RESTAURANTS</p><p>　　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 ord

19、ers 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

20、 of process management and information sharing among staff. Those functions are summarized as follo</p><p>　　Order checking function by dish at each kitchen</p><p>　　Elapsed time display and del

21、ay warning functions</p><p>　　Checking functions of all kitchen positions’ status</p><p>　　Search function and reissue for lost order sheet</p><p>　　V．CONCLUSION</p><p>

22、;　　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

23、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

24、, we confirmed that the average serving time was improved and t</p><p>　　REFERENCES</p><p>　　[1]Japanese Ministry of Economy, Trade and Industry http://www.meti.go.jp/english /report/downloadfil

25、es/0707ServiceIndu stries.pdf</p><p>　　[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 Economic

26、s, vol. 112, no. 2, 2008,pp. 630-645</p><p>　　[3] J. Murphy and S. Smith, “Chefs and suppliers: An exploratory look at supply chain issues in an upscale restaurant alliance,” International Journal of Hospita

27、lity Management, vol. 28, no. 2, 2009, pp. 212-220.</p><p>　　[4] K. Stein, “Point-of-Sale Systems for Foodservice,” Journal of the American Dietetic Association, vol. 105, no. 12, 2005, pp. 1861-1861.</p&

28、gt;<p>　　[5] B. Sill, “Operations engineering: Improving multiunit operations,” The Cornell Hotel and Restaurant Administration Quarterly, vol. 35,no. 3, 1994, pp. 64-71.</p><p>　　[6] W. Luo et al.,”I

29、mpact of process change on customer perception of waiting time: a field study”, Omega – The International Journal of Management Service –, 32, 2004, pp77 – 83.</p><p>　　[7] J. Hwang and C.U. Lambert, “The in

30、teraction 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.</p><p>　　[8] M.M. Davis and

31、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.</p><p><b>　　譯文二：</b><

32、;/p><p>　　通過(guò)共享食物訂單信息的餐館實(shí)時(shí)過(guò)程管理系統(tǒng)</p><p>　　摘要-在一個(gè)全方位服務(wù)的餐廳，在餐廳與廚房之間分享職員的定單信息是非常重要的。介紹了一種實(shí)時(shí)采用先進(jìn)的餐廳銷售點(diǎn)終端系統(tǒng)，員工可以分享的訂單信息實(shí)時(shí)的過(guò)程管理系統(tǒng)。在這個(gè)系統(tǒng)中，廚房的職員要求訪問(wèn)時(shí)能檢查所有客戶訂單的菜的秩序。此外,可以把握客戶的狀態(tài)的餐廳工人作為班長(zhǎng)。該系統(tǒng)引入到餐館吃飯的時(shí)候,我們證實(shí),能

33、高效的服務(wù)客戶的要求，降低制備工藝。</p><p>　　關(guān)鍵詞-組件：餐廳服務(wù)，銷售點(diǎn)系統(tǒng)，過(guò)程管理，信息共享，服務(wù)工程</p><p><b>　　一．引言</b></p><p>　　最近的一次世界性的經(jīng)濟(jì)蕭條，飯店企業(yè)在未來(lái)進(jìn)一步需要經(jīng)得起嚴(yán)峻的價(jià)格競(jìng)爭(zhēng)力的考驗(yàn)。擴(kuò)大餐廳連鎖商店是一種手段,增加銷售額并減少商業(yè)成本，提供中央廚房類似的菜

34、肴制作。日本有一些連鎖餐廳的家庭餐廳、酒吧式餐館和壽司餐館。然而,不像快餐連鎖店,擴(kuò)充全方位服務(wù)餐廳(晚餐餐館里)很困難,因?yàn)樗麄冃枰S多人類的技能,如高度熟練的廚師,復(fù)雜的過(guò)程客戶訂單管理,和良好的溝通與客戶。飯店企業(yè)重要的待客之道就是客戶的滿意度。</p><p>　　雖然飯店企業(yè)面臨著一些內(nèi)在的問(wèn)題,不同于制造業(yè)，科學(xué)技術(shù)是提高客戶滿意度，支持實(shí)際業(yè)務(wù)，提高服務(wù)，達(dá)到生產(chǎn)力的進(jìn)一步提升。2007年，日本經(jīng)濟(jì)

35、貿(mào)易省的和行業(yè),比如,開始了促進(jìn)國(guó)家項(xiàng)目服務(wù)工程改善服務(wù)業(yè)生產(chǎn)率。作者的研究開始零售店和餐館中存在的問(wèn)題企業(yè)支持項(xiàng)目。我們完全闡明服務(wù)流程</p><p>　　管理基于實(shí)際餐館所收集的信息系統(tǒng)和測(cè)量?jī)x器的客觀數(shù)據(jù)。</p><p>　　飯店企業(yè)在如庫(kù)存控制,供應(yīng)鏈管理一些方面,信息技術(shù)起到了重要作用。這些動(dòng)機(jī)符合零售及制造業(yè)的企業(yè)。20世紀(jì)80年代的日本，沖動(dòng)開發(fā)零售和CVS(便利店)企業(yè)

36、飯店企業(yè)引進(jìn)了銷售點(diǎn)終端系統(tǒng)?？蛻粲唵喂芾硗ǔＥc使用POS系統(tǒng)，CVS的餐館。盡管這系統(tǒng)于餐館,創(chuàng)新問(wèn)題依然存在。在這樣一個(gè)POS系統(tǒng)、命令記錄餐桌旁,而不是通過(guò)菜。餐廳一旦進(jìn)入繁忙時(shí),許多訂單接受了一次又一次。在這樣的情況下,廚房里的工作人員決定準(zhǔn)備考慮序列類型的菜。烹飪?nèi)藛T掌握桌子號(hào)碼和每一張桌子上都有知道過(guò)了多少等服務(wù)這是困難的。此外,服務(wù)人員必須監(jiān)督他們的客戶和廚房的情況。顧客有時(shí)會(huì)抱怨交貨延誤降低知覺價(jià)值、顧客滿意度。因?yàn)樵陔S

37、時(shí)間改變的過(guò)程管理餐廳的情況下很大程度上靠的是員工技能和記憶。</p><p>　　解決這些問(wèn)題,我們提出一種新型系統(tǒng)傳統(tǒng)的POS系統(tǒng),擴(kuò)大員工可為使用即時(shí)的信息共享信息系統(tǒng)。在餐廳管理信息共享重要因素的過(guò)程。</p><p>　　第二節(jié)概述在餐館管理現(xiàn)有的方法過(guò)程和闡明問(wèn)題潛在的解決思路。</p><p>　　二．餐館生產(chǎn)過(guò)程管理的問(wèn)題</p>&l

38、t;p>　　簡(jiǎn)單來(lái)說(shuō)，包括餐廳服務(wù)過(guò)程訂單接收、準(zhǔn)備、和服務(wù)。一個(gè)重要的任務(wù)是在適當(dāng)?shù)牡胤皆谀钦_的時(shí)間服務(wù)客戶。然而, 餐廳一旦進(jìn)入而成忙線這一任務(wù)是不容易的。很多訂單來(lái)自不同的桌,不同次。餐廳工作的要求,要求好記憶和快速的判斷。一般來(lái)說(shuō)，在飯店、共三人流程管理方法已經(jīng)使用:措辭確認(rèn)，訂單表格，POS系統(tǒng)。</p><p><b>　　口頭確認(rèn)</b></p><

39、p>　　這種方法是最古老的但仍然使用在小餐廳服務(wù)流程管理的方法。當(dāng)服務(wù)器收到客戶的訂單,這是記住了與廚房里的工作人員口頭上。整個(gè)廚房里的工作人員準(zhǔn)備秩序,有時(shí)在隨機(jī)的順序。</p><p>　　被稱為和秩序是給服務(wù)器。服務(wù)器讓我想起了桌子和客戶訂了盤子和服務(wù)施舍給客戶。整個(gè)廚房里的工作人員工人經(jīng)常忽略表的信息。</p><p>　　該方法深深依賴著人文技能，它是很容易的，當(dāng)許多犯錯(cuò)誤

40、命令來(lái)差不多同時(shí)進(jìn)行。因此，餐廳規(guī)模要視人類記憶的能力情況而定。這是很多餐館的規(guī)模仍然很小的一個(gè)原因。</p><p><b>　　訂單詳列</b></p><p>　　通過(guò)這個(gè)方法，當(dāng)服務(wù)器接收命令，他們寫他們一桌子訂貨單號(hào)碼并把單子給廚房里的工作人員。然后,整個(gè)廚房里的工作人員根據(jù)單子準(zhǔn)備菜肴。當(dāng)他們結(jié)束準(zhǔn)備，他們把他們交給一個(gè)服務(wù)器上使用床單。那么在桌子上服務(wù)器

41、把菜寫在紙上。</p><p>　　在該方法中，整個(gè)廚房里的工作人員無(wú)法區(qū)別菜肴的序列，因?yàn)橛唵稳腴T時(shí)間不是寫在紙上的。后序盤的服務(wù)有可能使客戶憤怒,和其他那些比自己早的比起來(lái)。此外，順序表在餐廳實(shí)際上通常是失去了。當(dāng)丟失時(shí)，編制或職員不能事奉的菜肴。這經(jīng)常導(dǎo)致顧客的投訴。</p><p><b>　　POS系統(tǒng)</b></p><p>　　圖

42、1給出了POS系統(tǒng)結(jié)構(gòu)中今天的日本餐廳得到了廣泛應(yīng)用。原來(lái)，POS系統(tǒng)餐廳被開發(fā)來(lái)排除交接客戶訂單過(guò)程從服務(wù)人員對(duì)廚房員工。把餐桌旁借閱系統(tǒng)的記錄和管理秩序信息。當(dāng)服務(wù)器接收到一份訂單，他們輸入信息的一個(gè)小訂單錄入裝置，它傳播到POS終端。然后POS經(jīng)濟(jì)工業(yè)貿(mào)易。2007年，比如，開始了促進(jìn)國(guó)家項(xiàng)目服務(wù)工程改善服務(wù)業(yè)生產(chǎn)率。作者的研究支持項(xiàng)目開始零售店和餐館中存在的問(wèn)題企業(yè)。我們完全闡明服務(wù)流程管理基于客觀數(shù)據(jù)實(shí)際餐館所收集的信息系統(tǒng)和

43、測(cè)量?jī)x器。</p><p>　　飯店企業(yè)在一些信息技術(shù)方面起到了重要作用，如在庫(kù)存控制，供應(yīng)鏈管理這些方面。這些動(dòng)機(jī)的符合零售及制造業(yè)企業(yè)。在日本，企業(yè)飯店企業(yè)引進(jìn)了銷售點(diǎn)終端系統(tǒng)的沖動(dòng)開發(fā)零售和CVS(便利店)20世紀(jì)80年代。餐館通常是使用的POS系統(tǒng)，CVS管理客戶訂單。盡管這系統(tǒng)于餐館，創(chuàng)新問(wèn)題依然存在。在這樣一個(gè)POS系統(tǒng)、命令記錄餐桌旁，而不是通過(guò)菜。餐廳一旦進(jìn)入忙的時(shí)候，許多訂單接受了一次又一次。在

44、這樣的情況下，廚房里的工作人員決定準(zhǔn)備考慮序列類型的菜。這是困難的,烹飪?nèi)藛T掌握桌子號(hào)碼和每一張桌子上都有知道過(guò)了多少等服務(wù)。此外，服務(wù)人員必須監(jiān)督他們的客戶和廚房的情況。交貨延誤降低知覺價(jià)值、顧客滿意，有時(shí)會(huì)抱怨。因?yàn)椴蛷d在這樣的情況下，隨時(shí)間改變的過(guò)程管理很大程度上靠的是員工技能和記憶。</p><p>　　三．餐館過(guò)程管理系統(tǒng)(PMS)</p><p>　　本節(jié)介紹了一個(gè)新的功能系統(tǒng)

45、(PMS)的形成，為在日本的酒店服務(wù)。</p><p>　　當(dāng)然，POS機(jī)在餐館登記的訂單的一個(gè)重要功能，以避免會(huì)計(jì)的錯(cuò)誤。作為染色指出，POS在餐館的目的是改善檢測(cè)功能，以避免錯(cuò)誤。除了那些基本功能，特別的目標(biāo)，經(jīng)前期綜合征時(shí)序方面流程管理和信息共享的員工。這些功能進(jìn)行了總結(jié)如下。</p><p>　　1.為每個(gè)廚房,每道菜檢查功能。</p><p>　　2.訪問(wèn)

46、時(shí)長(zhǎng)顯示和延遲警告功能。</p><p>　　3.檢查所有的廚房的功能位置的地位。</p><p>　　4.搜索功能和補(bǔ)發(fā)遺失訂單詳列。</p><p><b>　　四．結(jié)論</b></p><p>　　介紹了一種過(guò)程管理系統(tǒng)(PMS)，加大POS系統(tǒng)找餐廳。在飯店企業(yè)、實(shí)時(shí)管理客戶訂單是至關(guān)重要的。為此，PMS提供一份

47、訂單檢查功能的發(fā)揮作用的盤子，和一個(gè)發(fā)揮作用時(shí)間。另外，檢測(cè)功能職位，地位幫助經(jīng)理們優(yōu)化員工作業(yè)。通過(guò)介紹這系統(tǒng)實(shí)際的餐館里，我們確認(rèn)平均提高服務(wù)，降低部分的投訴。事實(shí)上,經(jīng)前期綜合征導(dǎo)致兩效益與客戶的滿意，他們不沖突，而是存在于同樣的上下文。</p><p><b>　　參考文獻(xiàn)</b></p><p>　　[1]Japanese Ministry of Econo

48、my,Trade and Industry http://www.meti.go.jp/english /report/downloadfiles/0707ServiceIndu stries.pdf</p><p>　　[2] E.W.T. Ngai et al.，“Development of an RFID-based sushi management system: The case of a conve

49、yor-belt sushi restaurant,”International Journal of Production Economics, vol. 112, no. 2, 2008,pp. 630-645</p><p>　　[3] J. Murphy and S. Smith, “Chefs and suppliers: An exploratory look at supply chain issu

50、es in an upscale restaurant alliance,” International Journal of Hospitality Management, vol. 28, no. 2, 2009, pp. 212-220.</p><p>　　[4] K. Stein, “Point-of-Sale Systems for Foodservice,” Journal of the Ameri

51、can Dietetic Association, vol. 105, no. 12, 2005, pp. 1861-1861.</p><p>　　[5] B. Sill, “Operations engineering: Improving multiunit operations,” The Cornell Hotel and Restaurant Administration Quarterly, vol

52、. 35,no. 3, 1994, pp. 64-71.</p><p>　　[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,

53、pp77 – 83.</p><p>　　[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.

54、 27, no. 4, 2008,pp. 541-551.</p><p>　　[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.