Service robot introduction to a restaurant enhances both labor productivity and service quality

Abstract

This study introduces service robots to a restaurant company to reduce work hours and to improve service quality. The industry must enhance productivity because it is the lowest in the service industry, but service quality is a crucially important factor for added value. An automated guided vehicle (AGV) system for restaurant stores was developed and used in a Japanese cuisine restaurant. Service operations were changed. Work hour reduction was confirmed. Sales per labor hour were calculated to confirm productivity enhancement. Furthermore, service staff working time and place are recorded by a Pedestrian Dead-Reckoning System to analyze operations and to assume service quality changes. Results show that AGV introduction reduces work hours, and that it enhances labor productivity. Furthermore, each service group emphasizes their main task to enhance service quality at lunch time. Each group undertakes multitasking to enhance labor productivity by AGV introduction.