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新加坡餐饮业生产力学习台湾考察团summary Report 结案报告

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新加坡餐饮业生产力学习台湾考察团summary Report 结案报告 SINGAPORE F&B INDUSTRY PRODUCTIVITY STUDY MISSION TO TAIPEI 新加坡餐饮业生产力学习 台湾考察团 Summary Report 结案报告 Date: 19th to 23rd June 2017 日期:2017 年 6 月 19 日至 6 月 23 日 由新加坡餐饮业协会主办并由新加坡中华总商会承办的“新加坡餐饮业生产力学习台 湾考察团”于 2017 年 6 月 19 日至 23 日赴台北进行为期 5 天的学习和考察活动（行 程请参阅附件 Appendix A）。共有 29 名来自餐饮行业业者参加了此行，获益匪浅。 课程名称:不得不面对的未来-归零思考 反转跃升 讲师:张宝诚 总经理 重点摘要: 壹、 提醒-前车之鉴 一、 由世界级连锁加盟业者(例如 麦当劳)、亚太级连锁加盟业者(例如 王品集团)观察，纵使已成立数十载， 面临竞争强烈的市场，也将优势归 零，承受组织变革压力，随时竞竞业 业力图转型创新。 二、 有相当多的餐饮集团朝向多品牌经营，包括代理国外品牌或合作授权等， 为迅速扩张版图的方法。发展多品牌策略时，营收和获利要合并一起看，就王品 集团的作法： (一) 将内部干部提拔起来展店 (二) 将营运不好的咖啡店关闭，逐步找回核心优势 (三) 多品牌间的客单价级距定位很清楚，也就进行顾客区隔 (四) 依据品牌特性设定功能性，安排餐饮人手也有相应的配合 三、 餐饮业面临新４C 挑战：高成本、高竞争、高顾客意识与消费行动化、高 消费者主义。经营者必需思考未来经营的策略蓝图，若要建立可长可久的企业， 可透过上市上柜，将经营权及所有权以资本市场机制运作，以迈向永续经营之路。 如何确保企业提高盈利能力: (一) 自动化 不仅机械必须自动化，员工也必需要进行统一化和标准化进阶培训。 (二) 独特与简单 - 例如：传统食品需要改变和迎合最新趋势 - 日新月异，各种事情的发展也越来越快 - 新的商业模式 (如：e.g. 共享服务／共享经济) 不断涌现，诸如 foodpanda, eztable 这类的公司将成为一种规范。 - 企业需要重新思考， 公司希望吸纳哪些目标对象？ (三) 跨职能整合 - 组织从上至下按照相同的职能将各种活动组合起来 - 有效整合企业的资源优势并充分发挥 - 让员工掌握多种技能，有助于灵活进行职务调配。如：负责洗切的厨房员工也 掌握好烹饪技能，当有人因急事请假或任务临时改变时，随时有人可以代替工 作。 貳、 期许-标竿学习 随着餐饮发展的日新月异，餐饮不再只是满足口腹之欲，更注重顾客体验，带给 顾客更多元的感受，增加回客率，也透过科技化以提升生产力及餐厅运作效率。 包括： 一、 连锁业者主攻特色店面（在地化打造创作平台、一店一主题） 二、 蓝芽服务方块提升服务效率（例：拓连科技 noodoe 服务方块），并依据所 收集的大数据资料进行分析，了解不同客群的需求和频率。 三、 无人餐厅节省二到三成人力 四、 改变用餐方式抢占单身商机：北泽国际餐饮事业有限公司导入立位、平板 自动点餐机，节省点餐时间及提高翻桌率。 五、 一面墙经济抢攻分众市场：透过墙面设计吸引顾客前来打卡拍照，用餐兼 具视觉及味觉等多重享受。 六、 Halal 清真认证体贴穆斯林饕客 七、 会员经济以便利物流创造企业金流：外送 APP、绑定信用卡付费方式，提 供多元选择。 八、 高翻桌率与高标准化创造稳定获利：工作流程重新设计并标准化以提高翻 桌率。 九、 跨界创新打造品牌新文化：透过中央厨房控管质量，跨界合作将美味送到 全世界（例：胡须张卤肉饭）。 十、 品茶时尚打开餐饮新潜在市场：陶作坊以打破喝茶是年长者的印象，创新 时尚新鲜感，以吸引年轻客层前往消费。 十一、 大数据管理：餐饮业者透过科技工具以纪录顾客的口味、商品组合、设 计新一季餐点，分析顾客的消费习惯并达到预测的效果。 十二、 IC 芯片控管供餐永保新鲜：藏寿司利用 IC 芯片搜集大数据开源结流， 协助出菜迅速、食材保持新鲜、减少浪费。 參、 共勉-反转跃升 餐饮业者可提供前台至后台的顾客服务，让顾客享受每一次用餐的服务体 验，建立餐厅的形象。企业要迈向卓越企业需以企业文化为基底，以人（团 队）为核心，体现人本价值，为永续经营的关键。 参访主题: 多品牌经营管理策略及科技运作效率+参访 参访企业: 顶鲜 101 景观餐厅 (东东餐饮集团关系企业) 接待人：李日东董事长 学习重点： 「统购、统筹、统发」经营模式，节省原 物料降低成本 内外场 SOP 建置、标准化菜单及厨房内 部 E 化下单 珍有福「一点双店」模式、模块化展店的 人力最佳配置 内容摘要 壹、 李日东董事长代理日本 JOYFULL 品牌进来台湾(结盟日本大型连锁餐饮集团),为 台湾珍有福。其商品战略即为用其他公司不可匹敌的价位实现提供具有性价比的 商品。在成本控制精准度及标准化部份需做高频度的利用，菜单数为 100 种、价 位设定 10 列、食材数 125 种，最容易购买的价格点是 590 日元。采取中央厨房 战略，将自家公司的中央厨房制品用自家公司的物流网来进行制造销售，即可实 现降低成本的目的。展店战略为压低投资成本、压低房租，将餐厅小型化并标准 化，选定郊区租金较便宜的区域，开店即可省下所用成本的一半。并透过国际合 作结盟，学习日本 JOYFULL 的科技运作模式。 貳、 『顶鲜 101 美食美景餐厅』位于 TAIPEI 101 的 86 楼–由台南担仔面股份有限公 司创新品牌成立台湾旗舰总店，转以细致化的服务与追求极致的料理态度精神， 将独树一格的海鲜料理融入日本与欧洲的饮食菁华，成为「中餐西吃」的饮食经 典。 參、 李日东董事长分享餐饮产业我们可能没注意到的趋势，包括虚实整合及自动化、 特色单品崛起、跨领域平台整合。一家餐厅年代久了有好处也有坏处，故需不断 创新，像顶鲜 101 已经做了高价的餐厅，为何要回头做平价的珍有福？主因是平 价的餐点永远不会不景气，庶民经济即是主流。多品牌如何创新传统，突破瓶颈， 可透过「统购、统筹、统发」经营模式以节省成本，在人力上可顺应中或西餐节 气，进行不同时间的人力调用，平常也需进行工作轮调，在巅峰时期才能派上用 场。 参访主题: 前台后勤生产力提升最佳利器 参访企业: 资厨管理顾问公司（iCHEF）及维记茶餐厅 接待人：ICHEF 程开佑创办人及维记茶餐厅许燕豪负责人 学习重点： 点菜、带位、出餐及结账服务流程优化， 透过 POS 系统掌握餐饮前后台管理绩效 分析到终端消费者喜好，提供实时订位 服务、用餐记录、社群分享及顾客管理， 进而创造服务价值。 节省人力，快速展店 内容摘要： 壹、 iCHEF 的餐厅 POS 系统主要可协助餐饮业者预测明天会有多少人来店，而若明 天下雨的话客流量会是多少，目前系统可以做到预测的功能，协助业者精准备料、 人力调度 貳、 餐饮和零售的 POS 系统差别是零售较注重营销。所使用的大数据的数据是一样 的，只是数据变多。iCHEFPOS 系统可以协助业者简化服务流程，不容易出错也 方便管理，适合小规模的餐厅业者使用。 参访主题: 中央厨房运营及规画秘诀 参访企业: 辰光能源科技有限公司及胜利厨房 接待人：辰光董士豪业务专员及胜利厨房林敏达经理 学习重点： 胜利厨房央厨位于 2 楼，约 40 坪，大楼 式而小型的央厨适合新加坡餐饮业者参 考 以物联网概念开发智能型中央厨房，使云 端监控央厨状况 学习创新的中央厨房规画概念，并选择及 导入适合的科技化及自动化设备，省时省 力提升生产力 内容摘要： 壹、 中央厨房的规划，在建造之前需注意人流、水流、物流及气流、正压及负压等， 以协助全面控管。在地板部份主要用新式水泥以减少重量，并有防水功能也需注 意水沟的交界；工作人员、生鲜鱼类、一般蔬果食材将依据可食用的状态，运送 的方向不同，采单向道不回头走避免交叉污染，包装区是要求最高的地方，必需 营造细菌不喜欢的环境，并符合 HACCP 及 ISO2000 认证。 貳、 厨房因为很热的关系，故经常请不到员工，可采取 air wall 的设计，将烹煮区和 人员站立区分隔出来，协助工作人员较易适应厨房工作，降低流动率。 參、 好的中央厨房可透过设备规划来控管员工，用指令让员工知道手套脏了要换，操 作的防呆装制等，并在每台机器旁贴操作说明或可连上网观看，即可进行员工的 教育训练。 肆、 制作好的食材透过急速冷却帮助降温，让桶内的食材温度一致，帮助保存食物， 不致于腐败。刚做好的食物中心温度和最外围的差了将近 25 度，若静置等待冷 却，在这时间内将从中心开始腐败。之后再装袋成调理包到消费者手上就会是腐 坏的状况，不可不慎。 伍、 中央厨房目前发展己可透过物联网概念开发智能型中央厨房，透过通讯模块 x 感 测装置 x 云端系统 x 行动 APP，所有连网的感测装置状态、细节信息会全由通讯 模块存取、传递，透过云端系统物联网，侦测厨房各作业区的温度、温度，冷冻 冷藏冰箱是否失温，烹煮区的一氧化碳浓度是否超标，各项厨房设备是否电压飙 高，全都可以用手边行动 APP 的装置查询。智能央厨可使用全球云端 24 小时直 播，对未来欲国际展店或加盟连锁之餐饮业者有相当帮助。 参访主题: 餐饮业生产力提升之关键成功心法 参访企业: 欣光食品 接待人：詹金和总经理 学习重点： 熟食制程生产线及自动化生产之 工作流程再造 人力资源之最佳分配调度 利用和发挥现有的资源以更好地 开拓新市场 内容摘要： 壹、 欣光食品为母公司大成集团旗下企业，其创业初期专为自创餐饮连锁品牌「中一 排骨」提供后勤支持，己拥有数十年中西式冷冻调理食品制造经验的，历经时间 的淬炼，茁壮荣盛，化为食品业界的资优楷模，以「餐饮业的最佳后厨房」为期 许，导入先进设备，改良生产技术。 貳、 熟食制程生产线及自动化生产之工作流程，从研发到口味测试最快仅需七天时 间，生产线全面自动化。 參、 不一定要多店才能设立中央厨房，一间能帮老板赚钱的厨房必需扮演开源节流的 关键性角色。而做中央厨房成本也一定能够降，这和餐厅的销售量、规模大小有 关，再回头推算需要多少产能的中央厨房。若成立中央厨房后，大部份的制程会 在这里完成，故门店餐厅的前场座位就可以增加，也会提高销售量。 参访主题: 科技化翻转餐饮新模式 参访企业: 拓连科技及满穗台菜餐厅 接待人： 拓连科技王景弘董事长及满穗台菜洪国席总经理 学习重点： 导入物联网技术，以智能创造服务流 程创新体验 透过 Noodoe 科技化工具，节省人力 工时，提高生产力 以满穗台菜餐厅为案例分享 Noodoe 服务方块作法、效益,如何增进前后 台的运作效率 内容摘要： 壹、 拓连科技 Noodoe 以物连网装置「服务方块」挺进餐饮业，要让积木翻个面，讯 息透过蓝牙透过语音传输给服务生对讲机，立即到桌服务，点菜、打包、倒水轻 松搞定。积木具备蓝牙传输、微处理器（MCU）、加速传感器等，称为「服务方 块」，用餐经验服务更提升。 貳、 科技运用部份，利用 IT 导入转动营销，大多数都在思考如何降成本，但其实要 想的问题是如何提升价值。每个国家使用网络社群的习惯均不同，但社群经营的 好不好将是餐厅和其它竞争者最大的差异。IT 团队是否要自己建立或外包，是否 有足够的资源发展 IT，导入后必需注意工作人员的操守。 参访主题: 以自动化生产策略提高生产力 参访企业: 统皓食品 接待人： 拓连科技王景弘董事长及满穗台菜洪国席总经理 学习重点： 观摩食品从原料到物流的供应链整合 及 ICT 营运模式 以供货商观点透视消费者购买趋势及 餐厅经营因应作法 导入自动化生产及设备应用分享 内容摘要： 壹、 统皓鲜食厂主要生产 18℃及 4℃鲜食产品，增加通路,供应莱尔富 CVS 鲜食、高 速公路全线休息站及非连锁超商 100 多家。迄今不断创新开发多种调理食品，包 括冷冻蔬菜、低卡餐及月子餐等。 貳、 食品在冷冻后质量和鲜度降低，是因为发生了“冻害”现象。食品内部的水分会冻 结成冰晶，在冰晶随时间生长的冻结作用下食品的细胞组织被破坏。统皓食品最 新的冷冻技术可让水果表面的冰晶防止过度生长，不仅可以保存加工食品，还能 在不破坏鲜度和口感的状态下长期保存生鲜蔬菜、鲜鱼和鲜肉等天然材料。 參、 除了牛羊猪鸡等肉类外，渔产及冷冻蔬果均可进口新加坡。透过食品厂代工产品、 半成品，可减少成本，并可将部份工作流程外包，餐厅业者可专注于关键的餐点 研发设计及核心能力。 结语 本次考察行程在短时间内学习到本中心张宝诚博士 3 小时的思维开创课程，引导餐饮 产业启发的宏观视野及创新思维，使经营者领导企业整体提升生产力与创新力。一次 走访 6 家餐饮、食品及科技相关的企业，餐饮科技及系统商并搭配实际使用店家案例， 安排小型（胜利厨房）及大型（欣光食品）中央厨房参访，让学员更容易了解现况操 作情形，学习如何提升前端门市商店及后端中央厨房之生产效率。也透过实际观摩餐 饮业者如何运作以节省人力，提升效率发挥最大效能。更参加了国际食品展，包括食 品机械、饭店用品、清真食品等相关领域的展览，全部整合串接可引导经营者思考如 何透过先进技术及科技去优化产品研发、生产工作与服务流程，以因应未来转型升级。 APPENDIX A Itinerary Day 1: 19 June 2017 (Monday) Venue: Palais de Chine Hotel 19:00 Welcome Dinner at hotel Venue: Level 5, Di Ka Er + Lu Suo Ting; 5 樓 笛卡爾+盧梭廳 Day 2: 20 June 2017 (Tuesday) Time Activity 08:00 Breakfast at Hotel 09:00 Lecture: New Management Thinking for Business Leaders Venue: Palais de Chine Hotel (Level 5, Liang Huai Ting. 5 樓 亮懷廳) Speaker: Dr Chang Pao-Cheng, President of China Productivity Center (CPC) 12:00 Depart hotel 12:30 - Lunch, Lecture & Site Visit to Tung-Tung International Enterprise （东东餐饮集团） 15:30 Venue: Ding Xian 101 Address: 86F, No. 7, Section 5, Xinyi Road, Taipei 110, Taiwan Host: Li Jih Tung Richard, Chairman of Tung-Tung International Enterprise, Chairman of Association of Chain and Franchise Promotion, Taiwan (ACFPT) Contact No: +886-2-8101-8686 / 0800-00-8687 Website: http://www.dondom.com.tw/ Introduction: Founded by Mr Li Jih Tung, Tung-Tung International Enterprise is now a large-scale F&B organisation. Tung-Tung has several brands under its management, including东大门韩国烤肉、东东宴会式场、东馔鱼 刺餐厅、东岸咖啡、东悦坊 and many others. The company breakthrough concept of marrying chinese and western cuisine, together with their pursuit of meticulous service, they have won the hearts and affirmation of world renowned chefs and gourmets, making them a leader in their industry. Learnings will include: • Managing the procurement and logistics processes for optimal use of resources • SOP for back of house and front of house and coordinating e-ordering with the kitchen • Optimal human resource distribution and management • Use of technology for multi-brand management 16:00 - Site Visit to Victoria Restaurant （维记茶餐厅） 18:00 Address: No. 25, Lane 280, Guangfu S. Road, Da’an District, Taipei 106, Taiwan Host: Xu Yanhao, Restaurant Owner : Cheng Kaiyou, Co-Founder of iCHEF : Liu Hanying, Senior Brand Manager of iCHEF Contact No: +886-2-2382-6388 Website: https://www.facebook.com/victoria.restaurant Introduction: Victoria Restaurant was established in 1997 inside “Little Hong Kong” in Ximending. It is also the first Hong Kong “tea restaurant” in Taiwan. The founder, who originates from Hong Kong, uses ingredients imported from his home country to create authentic Hong Kong cuisine. The restaurant uses iCHEF, an award-winning POS system, to optimise the restaurant management process and boost efficiency. Learnings will include: • Optimising the restaurant process • Managing performance of back of house and front of house through POS system • Analysing customers’ preference, providing real-time location services, ordering history to create service values • Swift business expansion with lean manpower format 18:00 Back to Hotel / Free Time Day 3: 21 June 2017 (Wednesday) Time Activity 7:30 Breakfast at Hotel 8:45 Meet at hotel lobby 9:00 Depart hotel for site visits 09:30 - 12:00 Site Visit and Lunch at Victory Kitchen （胜利厨房） Address: 2F., No. 28, Lane 174, Section 2, Bade Road, Zhongshan District, Taipei 104, Taiwan Host: Lin Min Da, Manager of Victory Kitchen Dong Shihao, Business Specialist of Sunshine Energy Technology Contact: +88 02-2776-6603 Website: http://www.victory.org.tw/kitchen Introduction Victory Kitchen is a social enterprise under Victory Social Welfare Foundation. Partnering with JP Morgan Chase & Co., Victory Kitchen is located in Taipei social enterprise building, which adopted a “barrier-free” design in order to have a working environment that is suited for people with disabilities. Having obtained ISO 22000, HACCP and other international certification, Victory Kitchen is also the first central kitchen in Taiwan to provide employment opportunities to people with disabilities, supplying consumers with food products such as noodles, chilli sauce, desserts, etc. Victory Kitchen holds the value of work of their workers very highly. As such, they do not engage in active fund-raising and instead increases their market competitiveness and quality of product and service to win market shares. Learnings will include: • Observing the operations of a small central kitchen of about
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