Constructing Operation Performance Indicators for Chain Restaurants

• Main Authors: Ta-Lang LIN, 林大朗
• Other Authors: Shui-Shun Lin
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/jk2twt

碩士 === 國立勤益科技大學 === 企業管理系 === 106 === The 21st century is the era of service industry. Under the leadership and promotion of the government's policies, Taiwan's catering and food industry is developing vigorously, forming hundreds of competitions among various catering industries. The purpose of this study is to explore the performance indicators of Taiwan chain catering industry as the future development goals and direction of enterprises. This study uses expert interview method and combined with the balanced scorecard performance indicators for industry construction, to the output chain catering industry to analyze the financial, customer, internal processes, and learning to grow on the surface of the four constitutive performance indicators, using the four dimensions of performance for overall performance evaluation of output by the project, and based on the AHP hierarchy analysis framework, establish chain catering industry performance indicators AHP questionnaire, the interviews chain headquarter executives to the importance of performance indicators is derived and sorting. In this study, AHP was used to find out the key indicators that had the most impact on the overall operation, and their weights were then computed. According to the results of AHP analysis, there are 26 indicators, including 6 indicators of customer aspect. The top 5 indicators are customer satisfaction, customer return rate, customer complain rate, customer complaint rate and customer layer analysis. 8 indicators of financial aspect, the most important top 5 indicators are cost rate, personnel expense ratio, short cash flow, gross profit contribution of goods and net interest rate. 6 indicators of learning aspect, the most important top 5 indicators are punctuality rate of report submission, employee satisfaction, employee turnover rate, employee rewards and punishment number and personal education training time. 6 indicators of internal business process aspect, the most important top 5 indicators are meal order error rate, number of goods out of stock, human productivity, number of people serving customers, inventory fulfillment rate and health audit achievement rate.