ABSTRACT
The activity of quality control circle (QCC) has been conducted in restaurant business to improve service productivity. However, it was difficult to show the evidence of improvement objectively. For the purpose of developing the new QCC method specified in service industry, we propose Computer Supported Quality Control Circle (CSQCC). In this study, as a first step of CSQCC we carried out a pilot study in a Japanese cuisine restaurant and evaluated potential capabilities of CSQCC with which we can not only measure behaviors of workers over a month but also show statistical data combining workers’ trajectories with point-of-sale (POS) accounting data in a 3D manner. As members of the QCC shared waitresses’ behaviors, they could effectively find some patterns of traffic in working area correlating to productivity, which shows potential of CSQCC as a new method of service observation.
