Journal of the Korean Society of Food Culture (한국식생활문화학회지)

Korean Society of Food Culture (한국식생활문화학회)
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The Effect of a 6 Sigma Program on Menu Management, Work Commitment, Culinary Quality Performance and Customer Satisfaction in the Hotel & Food Service Culinary Division

호텔외식 기업 조리부서에서의 6시그마 기법이 메뉴관리, 업무몰입, 조리품질성과 및 고객만족에 미치는 영향

  • Kim, Hyun-Mook (Department of Food Service Industry, Catholic University of Daegu) ;
  • Yoo, Young-Jin (Department of Food Service Industry, Catholic University of Daegu) ;
  • Ha, Dong-Hyun (Department of Hotel.Convention Management, Dongguk University at Gyeongju)
  • 김현묵 (대구가톨릭대학교 식품외식산업학부) ;
  • 유영진 (대구가톨릭대학교 식품외식산업학부) ;
  • 하동현 (동국대학교 호텔.컨벤션경영학과)
  • Published : 2009.10.30
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Abstract

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.

Keywords

References

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