The Study of Creating an Operational Performance Model for Restaurants Serving Afternoon Tea in Taiwan

Transcription

1 The Study of Ceatng an Opeatonal Pefoance Model fo Retauant Sevng Aftenoon Tea n Tawan D. Jung-Bn Chn, Depatent of Hoptalty Manageent, Hungkuang Unvety, Tachung, Tawan ABSTRACT In ecent yea, etauant evng aftenoon tea have gadually eeged n Tawan, and they focu the cutoe otly on youngte, tudent, and woen. Alo, thee ae a lot of people want to puue a ventue of uch knd of etauant. Theefoe, th tudy hope to ceate a coplete et of opeatonal pefoance odel fo etauant evng aftenoon tea. Ft of all, the tudy conduct ntevew wth fou categoe of expet: etauant opeato, etauant taff, pefoance evaluaton chola, and ecuent conue n ode to develop key pefoance ndcato that pact the opeaton of etauant bune. The ndcato nclude fve nput of coe poduct, geogaphcal locaton, pakng dffculty, n-toe tyle and evce qualty, a well a one nput of poduct pce. And then the tudy ue Data Envelopent Analy (DEA) to tudy 2 etauant wth ae natue n Tachung, Tawan by conductng a pojecton analy of nput and output a well a analyzng and otng the po and con of thee 2 etauant; and fnally, the tudy popoe the ecoendaton. INTRODUCTION Reeach Motvaton Aftenoon tea ognated fo the Unted Kngdo, and only the ancent noble would enjoy aftenoon tea. Nowaday, t ha becoe popula n Tawan; ntally the etauant focued on the feale celebte by ellng anly hgh-pced elatve poduct. In ecent yea, etauant of paty have gadually eeged focung the cutoe on youngte and tudent; and uch aketng pactce ha uccefully attacted the publc to conue. It becaue etauant evng aftenoon tea offe a cofotable envonent fo chattng and gatheng, le te ltaton on ung the eal, cozy and elaxed atophee; and uually the etauant wll alo play oft uc to help elaxaton. Snce today people lke to ecod the lfe wth photogaphy and thu people ae attacted by eeng the pctue of ncely decoated etauant and want to dne thee. Theefoe, the etauant decoaton alo play an potant pat. In egad of food eved, anly ae lght eal and deet. Lately, uffn and honey toat ae two popula dhe on the enu wth a vaety of dffeent ngedent ceatng dffeent tate. At to the pat of beveage, tea the ajo one a t help gettng d of geay eal. Theefoe, th tudy would lke to do eeach on a nube of etauant evng aftenoon tea, not jut the pat of the eal, but to exploe othe apect to lean oe about the key to the bune pefoance. Reeach Pupoe. Leanng the opeatonal tatu of etauant evng aftenoon tea. 2. Developng cuent key opeaton ndcato of etauant ncludng nput and output 3. Calculatng the opeatonal effcency of key opeaton ndcato of etauant. 4. Ceatng a coplete opeatonal pefoance odel fo etauant evng aftenoon tea. LITERATURE REVIEW The Ogn of Vctoan Aftenoon Tea Venu (20) ponted out that n Vctoan England n 840 AD, England Duche of Bedfod Lady Anna got elancholy and boed evey aftenoon and thought that the te befoe the foal dnne paty wa long and he felt a bt hungy, thu he aked the ad to pepae a few lce of toat, cea and tea. Late, Duche Anna nvted eveal cloe fend eved wth tea and delcate deet to hae a elaxng aftenoon. Suddenly, t becae a fahon n the noble ocal ccle and feale celebte loved t. Untl today, t ha foed a an elegant and cofotable aftenoon tea cultue, and alo becoe a tadtonal "Bth Tea Cultue, whch the ogn of ocalled "Vctoan Aftenoon Tea." Ognally people enjoyed tea at hoe ung elegant tea et; t gadually evolved nto a ocal tea paty entetanng fend gatheng, and then t deved a vaety of anne, but at peent the foalte have been plfed a lot. Although aftenoon tea ha been plfed, but the coect tea bewng, the elegant tea funhng The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

2 and heaty efehent ae condeed the tadton of tea dnkng and tll contnuouly cayng down. (Souce: kddy950_ypape/pot/ ) Bac Etquette of Aftenoon Tea. Table Setup Ft of all, the tea cup, uga ja, and lk pot have to be eady befoe the guet ave. But, the teapot wll be put on the table ght afte the guet t down. It the ot potant thng that the "tea cup" to be waed up. 2. Way of Layng Teacup When ettng up the table, t vey potant n layng the cup, and by gapng a few pncple, you wll not ake depectful take. The ft the cup ea hould face towad the ght attachng a teapoon, and the teapoon ut be placed beneath the cup ea at a 45 degee angle. 3. Pepaaton of Meal Fo a foal Englh-tyle aftenoon tea, deet ae placed on a ceac 3-laye plate; the ft laye placed wth andwche and handade bcut, etc.; the econd laye placed wth tadtonal Englh-tyle Scone; and the thd laye placed wth cake and fut towe. The ode of eatng the deet fo the botto to the top. The way of eatng Scone ft coatng wth ja, then butte, and then eatng t up wth one bte, and then contnung coatng fo next bte. The deet on the 3-laye plate, egadle how ultately the change ae, Englh uffn, ch ja, and handade bcut ae ut-have. 4. Way of Havng Aftenoon Tea Thee hould be one exta evng than the nube of patcpant when pepang eal ncludng tea evng. That, f t an aftenoon tea fo two peon, then thee evng need to be pepaed; f t an aftenoon tea fo fou people, then fve evng need to be pepaed; and o on. Fo the tadtonal Englh-tyle aftenoon tea, f you want to add lk wth tea, you ut ft pou lk n the tea cup and then pou tea, but you ut eebe to wa the cup befoehand. (If you ue ug fo lk tea, then the geneal pactce to pou tea ft and then add lk. When holdng up the ug, you hould neve cul up you lttle fnge. In addton, f you can, you hould tat leanng the aftenoon tea etquette at young age. It even bette that chlden can falaze the etquette and pt of aftenoon tea whle playng.) 5. The Mot Ipotant Thng n Aftenoon Tea Te That to foget all of above ule and etquette that we entoned whch you ay have aleady known o do not know. You need only to eebe one thng: The ot potant eanng of aftenoon tea "to enjoy a good te wth fend." Pleae foget all about what to pou n ft; tea o lk? O whee do I put the openng of tea cup? O do I need to wa the cup? Thee ae fa le potant than "who you ae havng tea wth, and what you hae wth the peon. (Souce: ) Aftenoon Tea - Type of Tea The ot coonly ued tea n aftenoon tea nclude: () Eal Gey tea, whch ue heave tate of Chna tea o Indan black tea a the tea bae xng wth begaot ol extacted fo ctu. (2) Ceylon tea, whch ha the tate of plateau. The pepaed Ceylon tea clea and bght that catche people eye. The ooth tate ake t even oe plendd. Mot of today Ceylon black tea fo the atng of Chnee tea and Aa tea. (3) The half yellow tpped Aa tea and Golden Aa tea, whch have an aazng ooth and weet tate. (Souce: yahoo.co/queton/queton?qd=306054) Type of Englh Aftenoon Tea Yang Xang Ru (200) ponted out that the ajo type of Englh-tyle aftenoon tea ae a follow:. Tadtonal Aftenoon Tea - the clac 3-te towe and a pot of tea It alo known a Low Tea, efeng to a 3-te towe and a pot of tea, whch eal nclude andwche, cone, and deet. The tablewae not necealy a 3-te towe, oe etauant have only 2-te towe, o when a laye fnhed and then anothe laye wll be eved. Nevethele, the eal ae la; the bgget dffeence the deet, each etauant ha t own pecalte. Regadle how the change ae, thee ae defntely cone, clotted cea, and ja. 2. Hgh Tea an aftenoon tea wth copehenve alty pate Th knd of tea ha a long htoy n the UK, but t doe not efe to the "tadtonal aftenoon tea. It a et The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

3 enu fo the blue-colla afte wok at the te of 7:00 ~ 8:00. Uually t a dnne by cobnng a tadtonal aftenoon tea wth oe alty eal but wthout cone ncludng andwche, pe, fh, eat, egg, bcut, cake, deet, a well a 0% of tadtonal aftenoon tea Low Tea. In the ajoty of the hotel etauant, aftenoon tea enu not coonly een. If t occaonally appea, you can tudy the enu and then decde what to ode. 3. Chapagne Aftenoon Tea - hghlghtng you noble tatu In addton to the tadtonal aftenoon tea, t alo nclude a gla of chapagne. The tnt fnhed tanpaent chapagne n ealy Euopean te epeented noblty and luxuy. It ay even appea n any potant occaon n lfe; t alo a ybol of the ddle cla advancng the ocal and econoc tatu. Th type of Chapagne Aftenoon Tea bede tadtonal aftenoon tea ha becoe vey popula wth a hgh ate of appeaance. 4. Cea Tea Featue tea of county teahoue A ple aftenoon tea, ognated n Devon County, UK, efe to a pot of tea and cone, clotted cea, and ja. It vey ple, egaded a the local featue of outh-wet countyde. Even though any teahoue do not have tadtonal aftenoon tea, they wll have Cea Tea. Epecally cone n Cea Tea n the county ae uually vey delcou. Th alo a knd of utable aftenoon tea to be enjoyed at hoe. 5. Way of Eatng Scone Aco the UK Actually, t ha been jut not long ago that cone - Englh uffn becoe the an ole n the aftenoon tea. Scone ognated n Scotland n the 6th centuy. In the vey begnnng, you could only have cone n pecal occaon. The tadtonal cone tangula, and n the ecpe t xed wth tadtonal Scotland taple - oat. Untl the 20th centuy, t offcally appeaed n the Haod Teahoue enu. Now we can have tadtonal aftenoon tea (the Full Aftenoon Tea) n the teahoue n the cty, o have Cea Tea n the countyde teahoue; and wthout cone, t lke a peon wthout a oul. RESEARCH METHODOLOGY The tudy adopt DEA-CCR ethod and decbed a follow: DEA (Data Envelopent Analy) - CCR Model Chane, Coope and Rhode (978) poved the ethod of aeng the elatve effcency of ultple nput and output poneeed by Faell (957), and conveted the DEA coe of atheatcal plannng nto a lnea pogang odel, and then appled t wth Dualty Theoy. The odel thu equpped wth any ndcato of econoc gnfcance. CCR odel can be dvded nto nput-oented and output-oented. To nvetgate the effcency n te of nput, the vewpont baed on how uch nput to be deeed a effcent at the cuent output level; the nput-oented ato type a below: Max. t. h u Y v X u Y v X u, v ε > 0, =,...,, =,..., k = = = = = j j k k, j =,..., n ( ) U and ν epectvely epeent the weght of the -th output and the -th nput, n the nube of aeent unt, epeent the nube of nput facto, epeent the nube of output, ε a nal of potve called non-achedean nube and uually et at 0-4 o 0-6. A the objectve functon of Model () the nonlnea pogang type, thee wll be nfnte oluton of the tuaton, and the opeaton wll not be eay. Theefoe, the value of the fxed denonato et at fo Model () to convet t nto lnea pogang odel: The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

4 Max. t. h v X u Y v X u, v ε > 0, =,...,, =,..., k = = = = k j k = u Y = j 0, j =,..., n (2) In ode to obtan analytcal nfoaton, convetng odel (2) nto dualty type a below: Mn. t. h k = θ ε n j= n j= λ X θx + λ Y + = 0, =,..., = Y, =,..., + λ j,, 0, j =,..., n, =,...,, =,..., θ uncontaned Thee ae thee condton fo the eult of Model (3) opeaton hown a below: j j j j = k + + = k. If θ le than, then the DM U 0 detened wthout CCR effcency. 2. If θ equal to, but the S - and/o + not 0, then DM U 0 wth weak effcency and wthout CCR effcency.e. Faell effcency. 3. If θ equal to, and the S - and + ae 0, then DM U 0 wth CCR effcency.e. Paeto-Koopan effcency. S - and + ae epectvely lack vaable and uplu vaable, whch ae coonly ued vaable n lnea pogang when convetng the nequalty nto the equaton. And θ coepond to the equal gn contant of the ognal poble. When calculatng the unt k effcency n Model (3), λ j * not DMU that 0 coepond to, and conttute a efeence et of unt k, whch can be a a efeence object when calculatng effcency, and t can alo be egaded a a leanng benchak of unt k. To acheve the goal of optal effcency of the neffcency unt n Model (3), the followng adjutent ut be ade: * * ( θ ) + * ( ) X = X X, =,..., (4) k k k Y = Y + Y, =,..., (5) k k k MODEL CREATION Intevew wth Expet Th tudy adopt the ethod of ntevewng expet ncludng etauant opeato, etauant taff, pefoance evaluaton chola, and ecuent conue n ode to ceate the key pefoance ndcato. Input and Output Th tudy ue the odfed Delph Method by coplng the fnal opnon and conenu of the fou expet n dffeent feld, and the concluon of the ot potant nput and output of bune pefoance fo opeatng etauant evng aftenoon tea ae a follow:. Input: coe poduct, geogaphcal locaton, pakng dffculty, n-toe tyle and evce qualty 2. Output: poduct pce ANALYSIS OF RESEARCH RESULTS Data Analy Th tudy ue DEA-CCR Model to calculate the elevant data of the 2 etauant evng aftenoon tea aftenoon a hown n below Table : (3) The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

5 Table.Pojecton Analy of DEA-CCR Model fo 2 Retauant Sevng Aftenoon Tea No. DMU Scoe I/O Data Pojecton Dffeence % R Daond Café 6.00 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R2 Colette 0.67 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R3 Rabbt Hole 0.95 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R4 Gogeou Paty 0.85 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R5 Hunge Gatheng.00 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R6 Pett Foet 0.84 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R7 Kawahu 0.86 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R8 Akao Uj.00 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R9 La Falle 0.77 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

6 R0 Daly Café 0.88 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R Dazzlng Cafe 0.88 Coe Poduct % Geogaphcal Locaton % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % R2 Bey Cobo 0.98 Coe Poduct % Geogaphcal Locaton E % Pakng Dffculty % In-toe Style % Sevce Qualty % Poduct Pce % Analy of Adjuted The explanaton of adjuted value conducted n accodance to above Table fo each etauant (epeented epectvely n R, R2,..., 2) a hown n Table 2: Table 2. Adjuted of DEA-CCR Model fo 2 Retauant Sevng Aftenoon Tea DMUS Effcency Coe Poduct (Type) Geologcal Locaton Pakng Dffculty In-toe Style ($00K) Sevce Qualty (head) (Scoe) (Scoe) Adjuted Adjuted Adjuted Adjuted Adjuted R R R R R R R R R R R R The explanaton of cuent data analy a follow:.fo exaple of R Daond Cafe, all the adjuted value of nput ndcato ae 0, whch ean t pefoance elatvely excellent; peently, thee no oo fo poveent. 2. Fo exaple of R2 Colette, all of the adjuted value of nput ndcato ae howng geat negatve value, uch a: the deal value of coe poduct type and the adjuted value -8, whch ean 8 type of the coe poduct hould be educed to fo the cuent 9 and o on fo othe categoe. Table 3. The Rank of 2 Retauant Sevng Aftenoon Tea Rank DMU Scoe Akao Uj.00 Daond Café.00 Hunge Gatheng.00 4 Bey Cobo Rabbt Hole Dazzlng Café Daly Café Kawahu Gogeou Paty Pett Foet 0.84 La Falle Colette 0.67 The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

7 Rank Analy The decpton of the ank of all etauant evng aftenoon tea accodng to Table 2 (epeented epectvely n R, R2,..., R2) hown n Table 3: Table 3 how that all thee of Akao Uj, Daond Café, and Hunge Gatheng aveaged pont, theefoe, they ae anked the bet. Howeve, Colette got only 0.67 pont whch anked the wot; t alo ean that Colette ha a geat oo fo poveent. CONCLUSION In the pat, when people enjoyng aftenoon tea, t wa uually at fve-ta hotel. Howeve, becaue of the populaty of etauant evng aftenoon tea, today, we do not have to pay an expenve pce and we can enjoy the exqute aftenoon tea te. Nowaday, when conue enjoy aftenoon tea, they conde ftly the coe poduct, and then the n-toe tyle. Theefoe, we can ee that conue pay oe attenton on the potance of the poduct telf and the atophee of the etauant. A lot of etauant owne conde lagely on toe deco and tyle when openng the etauant. The unquene of the etauant how the obvou dffeence fo othe n ode to attact conue. Accodng to the uvey, conue pend an aveage of $00-$300 on aftenoon tea each te. Conue tll expect to enjoy a geat deal n pce and good atophee; the atfacton of evce ha alo becoe potant to the. Conue have been gadually hftng the nd fo "pce" to "value". If a etauant can povde oe evce wth addtonal featue, then t wll becoe the conue ft choce of etauant evng aftenoon tea. We ued the tattcal data fo DEA-CCR and found the top thee etauant Daond Café, Hunge Gatheng, and Akao Uj. Aong whch, Hunge Gatheng alo beng anked on the top that out of ou expectaton becaue t le well-known copang to othe and the toe deco and tyle alo faly coon. A fo the lat one Colette, the eult howed that the evce tll account fo a lage pat fo conue; even though the eal ae done well, but n the end conue tll have poo pecepton and evaluaton. Fo the concluon of th tudy, we can lean the opeatonal tatu and effcency of etauant evng aftenoon tea n cental Tawan aea, whch we beleve can be ued a an potant efeence fo futue elatve bunee opeato n decon-akng and elf-eployent! REFERENCES (20, Octobe 4). webte: (20, Octobe 2). webte: (20, Octobe 2). webte: Yang, X. R. (200). Explong Bth Teahoue. Tape: Taya Publhng. Venu (20). Follow Venu to Pck Aftenoon Tea. Tape: Ch-Ln. Faell, M. J. (957). The Meaueent of Poductve Effcency. Jounal of Royal Stattcal Socety, 20, Chane, A., Coope, W. W. and Rhode, E. (978). Meaung the Effcency of Decon Makng Unt. Euopean Jounal of Opeatonal Reeach, 2, The Bune Revew, Cabdge * Vol. 20 * Nu. 2 * Decebe *

8 Repoduced wth peon of the copyght owne. Futhe epoducton pohbted wthout peon.