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KMID : 0665420090240050506
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Korean Journal of Food Culture
2009 Volume.24 No. 5 p.506 ~ p.517
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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
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Kim Hyun-Mook
Yoo Young-Jin
Ha Dong-Hyun
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Abstract
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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.
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KEYWORD
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culinary division, 6 Sigma, menu management, work commitment, culinary quality performance, customer satisfaction
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