經濟部中小企業處之中小企業認定標準為前一年營業額在新臺幣一億元以下,其經常僱用員工數未滿一百人者,不包含臨時僱用之工讀生或兼職人員。由此觀點視之,以美食寶島著稱的台灣遍地都是中小型餐飲業。這樣一個撐起台灣美食的中堅力量,長年卻苦陷於缺乏下一代接班人、員工平均年齡偏高、教育水平偏低、勞動環境條件不佳的困境。為因應上述餐飲經營管理難題與提升台灣餐飲水平,本論文藉由學生在個案店家現場工作的經驗結合學校所學理論知識,嘗試將已被廣泛應用於製造業的各種工業工程垷場改善手法導入餐飲業實際運用。 在研究過程中發現適合用於製造業現場的基礎工業工程改善手法與觀念,亦能用於餐飲現場,如現場導向的思考、全員參與、持續改善與標準化、徹底消除浪費、5S運動、QC七大手法等,並選擇品管圈活動落實改善的想法與做法於個案現場。選擇品管圈的優點在於步驟簡單、容易理解,透過圈組織的建立與運作同時激發現場人員潛力。在經過兩個月現場實作後證明透過品管圈活動確實能夠改善現場發生的問題,提高了品質、效率與生產力及顧客滿意度,並提升員工的問題意識與改善意識,建立新制度培育人才。論文最後提出對個案店家今後持續推動品管圈活動的建議及其未來短、中、長期改善計畫之建議。
There are many small and medium businesses of Food and Beverage (F&B) Industry in Taiwan which are famous for its wonderful test around the world; however, in the past few years, more and more F&B’s owners face difficulties to recruit young and well-educated employees because of the poor condition of the working environment. This research trying to find out if Industrial Engineering can help F&B Industry to improve its working environment, therefore, increases the competitiveness of Taiwan F&B industry. The research carries out two improvements during the research. First, finding out 7 IE methods which are Genba-Oriented Minds, continuous improvement, Customer –Oriented Minds, Standardization, Eliminate the waste in shop floor, 5S sports, QC 7 methods to improve the F&B industry. Second, applying 7 IE methods by Quality Control Circle (QCC) activity in a Taiwan noodle restaurant which successfully improves the customer satisfaction, food quality, work efficiency and productivity in the restaurant. This result proves that IE methods can be applied in the F&B industry very well. Key Words: F&B Industry, IE methods, QCC