餐飲管理個案研究－以T餐飲有限公司為例

The Case Study on the Food & Beverage Management– An Example of T Food Co., Ltd.

王志豪(Chih-Hao Wang)

指導教授 ： 郭德賓

國立高雄餐旅大學/餐旅學院/餐旅管理研究所在職專班/碩士(2011年)

https://doi.org/10.6825/NKUHT.2011.00023

摘要

T餐飲有限公司於短短的陸年時間，於中國大陸擁有伍家分店，主要販賣小火鍋，有別於傳統大火鍋的經營模式，產品更精緻且獨特，以提供新鮮食材與親切服務為經營特色。經本研究實地觀察及深入訪談後發現，在經營管理上有待加強之處，分別從生產、行銷、人事與財務等層面做評估，提出具體的改善建議供業者參考。就生產面來說，運用觀察法，針對所有的工作流程，研擬標準作業流程，以改善作業效率。就行銷面來說，運用顧客滿意度調查，找出顧客對T餐飲有限公司各分店的評價，瞭解各分店的優缺點與顧客群，以研擬行銷策略。就人事面來說，經過各級幹部的訪談，深入瞭解使組織架構的工作劃分，重新規劃其組織圖，並且進行員工意見調查，瞭解員工的需求，做為改善內部管理的依據。就研發面來說，結合小火鍋、日本料理與鐵板燒，針對金字塔頂端的顧客，協助業者開發新一代的店型。就財務面來說，為因應未來分店的開設與管理，導入POS 與 ERP 系統，將內外部的營收與採購全部電腦化，以增加作業效率，並有效的掌握各店的財務狀況。

關鍵字

餐飲業 ； 個案研究

並列摘要

T Food Co., Ltd. in a short period of six years, has five stores in the Chinese mainland China, it mainly selling the small hot pot. T Food Co., Ltd. is different from the traditional business model of large hot pot, it is more refined and unique product to provide the fresh ingredients and friendly service operating characteristics. This study use the observations and interviews revealed that the enterprise’s management needs to be strengthened in the business place, respectively, from the function of production, marketing, personnel and financial. This study also do some f assessment from different prospect and the propose is to make a concrete recommendations for industry reference. On the production side, this study use the observation method for all work processes and try to develop standard operating procedures for operating efficiency improving. On the marketing side, this study use the customer satisfaction surveys. To find out T Food Co., Ltd. the evaluation of the customers in every branch, in order to develop marketing strategies via understanding the advantages and disadvantages of each branch and the customer base. To the human capital side, in-depth interview by cadres are adapted at all levels. It give an understanding of the organizational structure and further step of the work on redesigning its organization chart. And the staff opinion survey give an understanding for employee needs which became a knowledge basis to improve the internal management. On the R & D side, make a combination of small pot, Japanese and Teppanyaki, for the customers of top-pyramid, to help the industry develop a new generation of the store type. At the last On the financial side, in response to the future opening of the next branch and management. This study try to introduce POS and ERP system into the internal and external sales and procurement fully computerized in order to increase operational efficiency and effective control of the store's financial situation.

並列關鍵字

food and beverage industry ； case study

參考文獻

Parasuraman, A., Zeithaml, V.A. ＆ Berry, L.L.（1985）. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 49(Fall), 41-50.