Role of Servicing Activity Visualization in Quality Control Circle

This paper describes roles of servicing activity visualization in quality control (QC) circle based on a field study. The field study was conducted in order to investigate how human behavior sensing and visualization technologies support QC circle activities conducted by waitresses. We conducted the field study at a Japanese cuisine restaurant, “Ganko Shinjuku Yamano Aiko-tei,” located in Tokyo just after it launched. Positions and directions of the waitresses were measured in order to grasp the conditions objectively. The visualized position data was shown to QC circle members. They discussed what they should improve preferentially based on the visualized position. In the visualization, the map of the restaurant was divided into small grids, and accumulated stay time in each grid area was visualized by color and overlaid on the map. From this visualization result, they recognize that they stayed relatively longer on backyards than dining area. Then, they inferred the cause themselves. This visualization result is used not only in this discussion but also used for explanation of their QC themes to inexperienced waitresses. About 1 month since the opening of the restaurant, the second measurement had been conducted in order to confirm the result of their QC activities. The comparison results of the measured positions and sales data were shown to QC circle members. They evaluated the result of their own activities. In the meeting, we conducted the inquiring survey about roles on which human activity sensing and visualization play in QC circle activities. The visualized results show that they stayed longer time in dining area during the second measurement term than the first term. QC circle members pointed out that the visualized result had them be able to lead inexperienced waitresses to tackle problems calmly and set priorities on their problems to be tackled. This comment is important because it implicates potential ability of servicing activity visualization.