Service Engineering for Gastronomic Sciences: An Interdisciplinary Approach for Food Study

187 Pages·2020·8.406 MB·English

by  Takeshi Shimmura, Tomomi Nonaka, Satomi Kunieda

Takeshi Shimmura
Tomomi Nonaka
Satomi Kunieda   Editors
Service
Engineering
for Gastronomic
Sciences
An Interdisciplinary Approach for Food
Study
Service Engineering for Gastronomic Sciences
Takeshi Shimmura Tomomi Nonaka
(cid:129) (cid:129)
Satomi Kunieda
Editors
Service Engineering
for Gastronomic Sciences
An Interdisciplinary Approach for Food Study
123
Editors
Takeshi Shimmura Tomomi Nonaka
Collegeof Gastronomy Management Collegeof Gastronomy Management
Ritsumeikan University Ritsumeikan University
Kusatsu, Shiga, Japan Kusatsu, Shiga, Japan
Satomi Kunieda
Collegeof Gastronomy Management
Ritsumeikan University
Kusatsu, Shiga, Japan
ISBN978-981-15-5320-2 ISBN978-981-15-5321-9 (eBook)
https://doi.org/10.1007/978-981-15-5321-9
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Contents
Part I Design for Value Creation
1 Design for Value Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Tomomi Nonaka
2 Analysis and Prediction of Customer Behaviors for Restaurant
Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Takeshi Takenaka
3 Mathematical Modeling for Gastronomy Service Process . . . . . . . . . 43
Takashi Tanizaki
Part II Production Management for Value Realization
4 Sensing of Service Provision Processes . . . . . . . . . . . . . . . . . . . . . . . 67
Takeshi Kurata
5 Systems Engineering Approach to Floor and Staff-Shift Layout
Design. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Nobutada Fujii
6 Design and Production Systems for Food Products. . . . . . . . . . . . . . 111
Takeshi Shimmura
Part III Evaluation by Human for Further Value Creation
7 The Intersubjective Valuation of Service . . . . . . . . . . . . . . . . . . . . . 135
Yutaka Yamauchi, Takeshi Hiramoto, and Nao Sato
8 Consumer Behavior for Information on Food Products . . . . . . . . . . 155
Keiko Aoki
9 School Cafeteria Experiments for Food Healthy Messages . . . . . . . . 173
Kenju Akai
v
Part I
Design for Value Creation
Chapter 1
Design for Value Creation
TomomiNonaka
Abstract This chapter addresses the value creation design of “food”. Food has
boththetangiblecharacteristicsofthefooditselfandtheintangibilityofitsassoci-
ateddeliveryprocesses.Indesigningfoodvaluecreation,itisdesirabletoconsider
simultaneity, perishability, and heterogeneity as characteristics of services. More-
over, when designing food value creation, one must realize the three perspectives
of customer satisfaction, employee satisfaction, and management satisfaction. To
improve the added value surrounding food, one must positively analyze customer
behavior, response to demand fluctuations, employee satisfaction, and link service
profit chains. This chapter presents a description of analyses using customer and
employeedataattherealizationsiteandfoodservicesystemdesign.
In this section, food value creation design is discussed in consideration of the sta-
tusandsatisfactionofemployeesworkingatafoodserviceprovisionsite.Evenin
the same food service industry, widely various business forms exist, such as food
service categories targeting restaurant service with cook–chill systems, restaurant
servicewithcook–servesystems,anddeliveryofpreparedfoodservices.Theeffects
ofservicecharacteristicssuchasintangibility,heterogeneity,simultaneity,andper-
ishabilityvarydependingonthebusinessformofthefoodserviceandthecharac-
teristicsoftheserviceprovided.Therefore,theimportanceofvaluecreationdesign
consideringthetypeoffoodservice,thecharacteristicsoftheprovisionprocess,and
the external environment are described. In addition, food services are often labor
intensive among service sites. The influence of employee feelings and conditions
onthequalityofservicesprovidedisregardedasimportant.Thissectionintroduces
foodvaluecreationdesignthataddressesemployeesatisfaction.
B
T.Nonaka( )
RitsumeikanUniversity,Shiga,Japan
e-mail:[email protected]
©SpringerNatureSingaporePteLtd.2020 3
T.Shimmuraetal.(eds.),ServiceEngineeringforGastronomicSciences,
https://doi.org/10.1007/978-981-15-5321-9_1
4 T.Nonaka
1.1 ValueCreationConsideringPropertiesofService
Thissectionpresentsexaminationofdesignfeaturesforvaluecreationinthefood
service business. Possible effects from properties of service such as intangibility,
heterogeneity,perishability,andsimultaneityareconsidered.Figure1.1depictsan
outlineinthefoodservicebusiness.Fordesignforvaluecreationinthefoodservice
industry,visualizingandcapturingtheenergyconsumptionfeatureareexecutedasa
firststep.Forenergymanagementtocreatevalue,improvingenergyefficiencyand
managingenergypeaksrequireseveralapproaches.Improvingenergyefficiencyis
realizedbyreducingenergyconsumptionperfunctionalunitoritscreatedvalue.It
requirespromotionofstreamliningand/orreducingtheinputenergytobeconsumed.
1.1.1 ServiceEnergyEfficiency
First,inconsideringvaluecreationdesign,weexaminetheaddedvalueoffoodfrom
the viewpoint of productivity. We discuss the improvement of value by improving
productivitybytakingenergyconsumptionasanexampleamongseveralproductivity
indicators.Towardtherealizationofasustainablesociety,companiesmustconserve
energyandnaturalresources.Inthefoodserviceindustry,whichispartoftheservice
sector,lifecycleassessment(LCA)iscurrentlyexpandingtoaddressdiverseproduct
groupsandproductionprocesses(SchauandFet2008;BengtssonandSeddon2013;
Righietal.2013).Infact,LCAusescradle-to-graveanalysesofproductionsystems
toevaluateinputsandoutputsinalllifecycleprocessesfromupstreamtodownstream
ofthesystems.SchauandFet(2008)statesthatfoodproductionhasbeenmuchmore
energy-intensivebecauseofindustrialization.Inthefoodserviceindustry,inaddition
totheimprovementoftoperationsaimedatimprovingefficiency(Shimmuraetal.
2013a;Sill1994),centralizedefficientoperationsincentralkitchens(Muller1999;
Kubo1997),replacementofefficiency-enhancingequipment(Jyeshtharajetal.2011;
DengandBurnett2000)androbots(Suzuki2008)havebeenintroducedforenergy
conservation.
Inbothmanufacturingandserviceindustries,reductionofenergyconsumptionis
necessaryfromtheviewpointofsustainabilityandglobalenvironmentalprotection.
Energy Energy Energy Energy Blocks Value related
To reduce energy
consumption without
decreasing values
EnergyEnergy Energy Energy
Value non-related To minimize energy
consumption
Service Production
Fig.1.1 Approachforimprovingserviceenergyefficiency
1 DesignforValueCreation 5
Energyconservationisreducingthetotalamountofenergyconsumptionnecessary
tocreateacertainvalue.TheEnergyConservationLawinJapancallsforreduction
inenergyconsumptionintensityofmorethan1%peryearforbusinessesofacertain
scale.
The energy consumption basic unit here can be set arbitrarily by the company.
Generally,itoftenreferstoenergyconsumptionperunitproduction(amount),butin
themanufacturingindustry,thevalueofgoodsproducedisfundamentallyconstant.
Approaches typically aim at reducing the basic unit by increasing production effi-
ciency. Other examples of denominator settings include one finished product, one
intermediatepart,product(part)weight,andproduct(part)length.However,inthe
serviceindustry,thevalueprovidedisconstant,consideringitsuniquecharacteris-
tics,i.e.,“simultaneity,”encompassingproductionandconsumption,non-separation
ofproductsandprocesses,and“heterogeneity,”encompassingreceiversatisfaction.
Bydefiningenergyproductivityasaservicevaluemaximizationproblemtomax-
imizeproductionperunitenergy,itbecomespossibletodiscussserviceproductivity
fromtheviewpointofenergyconsumption.Therefore,serviceenergyproductivity
isdefinedasthequotientoftheamountofinputenergyforthevaluecreated.Equa-
tion (1.1) presents an evaluation formula for service energy productivity (Nonaka
etal.2015).
ValueOut
ServiceEnergyEfficiency= (1.1)
EnergyIn
Service energy productivity can be improved through the following three
approaches.
i. Decreasing the input energy in the denominator by increasing production
efficiency
ii. Enlargingtheeffectbyincreasingvalueorincreasingaddedvalue
iii. Decreasing the energy input to the denominator using methods other than
increasingproduction
Figure1.2showsaserviceenergyproductivityimprovementapproachtoreduce
theinputenergyinthedenominatorusing(i)and(ii)above.First,energyconsumption
is assumed to be classifiable according to whether it contributes to value by the
productionprocess;thenenergyconsumptionismodeled.Forexample,intheretail
industry,energyconsumptionattributabletolightingandairconditioninginspaces
wheretherearenocustomersorinareaswherethestoreisnotpresenteddoesnot
contributetothevalueprovidedtocustomers.
Energy consumption associated with refrigeration for keeping food cooled is
classifiable as contributing to value because product quality changes as a result of
temperatureadjustment.Energythatcontributestovaluerequiresanapproachthat
reducesenergyconsumptionwithoutreducingvalue.Energythatdoesnotcontribute
tovalueisnecessarytominimizeenergyconsumption.Theseapproachesreducethe
totalenergyconsumption.Alternatively,theprocessisimprovedorreviewedsothat
6 T.Nonaka
Intangibility Perishability
-Need energy for storage
-Difficult to define a system boundary
-Deteriorate rapidly
to capture energy consumption
-Difficult to cook ahead
Visualize and capture Improve energy Energy peak
energy consumption efficiency management
Energy Management in Food Service Business
-Difficult to standardize a functional -High demand in a short time
unit and define an energy efficiency
Heterogeneity Simultaneity
Fig.1.2 Outlineofenergymanagementinthefoodservicebusiness(Nonakaetal.2015)
the energy consumption peak amount that consumes large amounts of energy per
timeinacertainprocessisreduced.
1.1.2 FeatureofEnergyConsumption Considering
PropertiesofaService(Nonakaetal.2015)
This section examines features of energy consumption in the food service busi-
ness. It considers the possible effects attributable to properties of services such as
intangibility,heterogeneity,perishability,andsimultaneity.Figure1.1describesan
outlineofenergymanagementsystemsinthefoodservicebusiness.Forenergyman-
agement, visualization and capturing energy consumption features areexecuted as
firststeps.Improvingenergyefficiencyandmanagingenergypeaksrequireseveral
approaches. Improving energy efficiency can be realized by reducing energy con-
sumptionperfunctionalunitoritscreatedvalue.Itrequirespromotionofstreamlining
and/or reducing the input energy to be consumed. However, energy peak manage-
ment should consider not only efficiency but also how to operate and standardize
energyconsumptionagainstdemandpeaks.
Intangibility:Distinctionbetweengoodsandservicesinatangibilitycontinuum
classification was discussed in an earlier report (Levitt 1981). In the food service
business, a dish and related services are provided. The dishes can be regarded as
tangiblegoods.Bebko(2000)reportsthatfastfoodretailingmightcertainlyfitinto
the category of a differentiated good and service bundle that is attributable to a
tangiblefoodbeingofferedwiththefoodpreparationanddeliveryservice.Defining
asystemboundaryisneededtocaptureandevaluateenergyconsumptionaccurately.
Intangibilitymightmakeitdifficulttosetaboundaryfortheevaluationofservice
productionsystems.