摘要
昔日台灣社會中，辨桌可視為社區中的大事，亦是活絡鄰里的情感聚會；今日，越來越多的餐飲業者開始提供外燴宴席服務來擴張市場，形成與傳統辨桌業者的激烈競爭（朱亭佳，2003）。也由於這樣趨勢發展，外燴產業擴展將更為兢爭，顧客期望也愈來愈高，業者為因應此一趨勢所發展出的競爭策略，勢必朝產品差異化，餐服務專業化、客制化來滿足顧客越來越高的期望。本研究的目是為協助餐廳或外燴公司在承攬宴會峙，提升外燴的服務品質增加競爭力，提供員工訓練的參考資料並解決傳統服務人力供給的不穩定性。至於能提供餐飲料系的學生能夠理論與實務並重機會，讓其所學的專業技術有應印證與實習的場所，以達到產學互助雙贏，將是本研究的主要動機。本研究運用工作分析法（job analysis）、觀察法（observation）、訪談法（visiting survey）作為研究主軸與方法，來蒐集整個服務流程與目的的資料，並運用檢查表法（checking list）的流程步驟，來建立初的標準作業流程架構，再由外燴服務產學合作的機會來驗證與修改標準服務作業流程，最後得出外燴服務標準作業流程，做為業者往後服務品質的提昇與員工訓練之用。
並列摘要
The quality of service in non-hotel catering is deficient in Taiwan, and this phenomenon is caused by a lack of properly trained staff and a reluctance by young men to join this business. Gourmet food and vintage wines are available from many caterers, but service in each depends entirely on its staff, and staff in a competitive catering market must be well trained - a process that requires constant supervision and attention. Therefore it is important to set up a Standard Operation Procedure (S.O.P) to ensure quality of service and maximize profit. Without profit, a company will have no benefit, staff will have no development, and there will be no way to attract young people to join this business as career. Today, the tourism industry is one of the leading industries in the world (John Naisbitt) and this has brought increased competitiveness into the food and hotel business. Recently, offering more choice of customization has become a strategy for winning more customers in this market place. Failure to deliver at or above expected levels of service can result in a dissatisfied customer who is lost forever. Thus we have taken the opportunity to cooperate with a local caterer in Chaiyi to develop an S.O.P. through Job Analysis, Observation, Interview and Checking list methods. The school has also provided the well-trained students to assist the caterer to run several banquet functions, in order to test and revise the S.O.P. Finally we accomplished a successful catering relationship between the school and the caterer.