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Design of a service system through laboratory experiments and optimization using biometric data and ES evaluation

Research Project

Project/Area Number 17H01827
Research Category

Grant-in-Aid for Scientific Research (B)

Allocation TypeSingle-year Grants
Section一般
Research Field Web informatics, Service informatics
Research InstitutionRitsumeikan University

Principal Investigator

Nonaka Tomomi  立命館大学, 食マネジメント学部, 准教授 (60644812)

Co-Investigator(Kenkyū-buntansha) 藤井 信忠  神戸大学, システム情報学研究科, 准教授 (80332758)
Project Period (FY) 2017-04-01 – 2020-03-31
Project Status Completed (Fiscal Year 2019)
Budget Amount *help
¥16,510,000 (Direct Cost: ¥12,700,000、Indirect Cost: ¥3,810,000)
Fiscal Year 2019: ¥4,030,000 (Direct Cost: ¥3,100,000、Indirect Cost: ¥930,000)
Fiscal Year 2018: ¥4,420,000 (Direct Cost: ¥3,400,000、Indirect Cost: ¥1,020,000)
Fiscal Year 2017: ¥8,060,000 (Direct Cost: ¥6,200,000、Indirect Cost: ¥1,860,000)
Keywords従業員満足 / サービス工学
Outline of Final Research Achievements

The purpose of this study is to evaluate the interaction between the service system and the employee's state through the sensing of customer requirements and environmental fields by the employees and the modification/update of the work plan based on them, and to clarify the impact of the employee's state and ES on productivity and quality. The following three tasks were carried out: (1) develop a model based on questionnaires and field observations, (2) model verification through laboratory experiments, and (3) design of a service system (optimization and simulation) using the model. As a labor-intensive service site, the restaurant service was set up as a pilot site. It is integrated assessment of biometric information (heart rate and NIRS brain measurement) and subjective assessment (ES assessment + other subjective assessment). The method was developed and its relationship with productivity and quality was analyzed.

Academic Significance and Societal Importance of the Research Achievements

設計過程に人(従業員)を介在させ,主観評価・生体情報を統合した評価手法による検証,得られた結果をサービスシステム設計につなげる一連のアプローチは,例が少ない.近年は,類似の目的でゲーミフィケーションやシリアスゲームのアプローチによる研究も増えているが,短時間の人の状態の変化やESを考慮し暗黙的な生産計画における人を起点としたアプローチは,本研究課題の独創である.また,実現場のデータ・従業員・顧客を用いることにより,計算機実験だけでは把握することが困難な課題や評価結果を得ることが可能となる.研究協力者の協力のもと実データによる有効性の検証および現場適用を目指す点に社会的意義がある.

Report

(4 results)
  • 2019 Annual Research Report   Final Research Report ( PDF )
  • 2018 Annual Research Report
  • 2017 Annual Research Report
  • Research Products

    (11 results)

All 2020 2019 2018 2017

All Journal Article (1 results) (of which Int'l Joint Research: 1 results,  Peer Reviewed: 1 results,  Open Access: 1 results) Presentation (9 results) (of which Int'l Joint Research: 3 results) Book (1 results)

  • [Journal Article] A Model of Dynamic Scheduling of Restaurant Operations Considering the Order and Timing of Serving Dishes2018

    • Author(s)
      Tomomi Nonaka, Terumi Nobutomo, Hajime Mizuyama
    • Journal Title

      IFIP International Conference on Advances in Production Management Systems

      Volume: 535 Pages: 336-341

    • DOI

      10.1007/978-3-319-99704-9_41

    • ISBN
      9783319997032, 9783319997049
    • Related Report
      2018 Annual Research Report
    • Peer Reviewed / Open Access / Int'l Joint Research
  • [Presentation] 作業指示書としての調理レシピを対象としたシステムエンジニアリング分析2020

    • Author(s)
      野中朋美, 鎌谷かおる, 藤井信忠
    • Organizer
      システム制御情報学会研究発表講演会
    • Related Report
      2019 Annual Research Report
  • [Presentation] 過去・現在の料理レシピデータ分析からみる調理の発展性・変異性への寄与2019

    • Author(s)
      野中朋美
    • Organizer
      人工知能学会全国大会(企画セッション)
    • Related Report
      2019 Annual Research Report
  • [Presentation] 江戸の料理レシピを用いたシステムエンジニアリング分析による自動調理・AI 活用の一考察2019

    • Author(s)
      野中朋美, 鎌谷かおる, 藤井信忠
    • Organizer
      和食文化学会
    • Related Report
      2019 Annual Research Report
  • [Presentation] レストランサービスを模擬した三角錐ゲームを用いた分析 -サービスロボットの生産性に関する一考察-2018

    • Author(s)
      野中朋美,藤井信忠,新村猛
    • Organizer
      人工知能学会
    • Related Report
      2018 Annual Research Report
  • [Presentation] A production planning game: employee training to flexibly adapt to environmental changes in service systems2018

    • Author(s)
      Tomomi Nonaka, Shimmura Takeshi, Nobutada Fujii, and Hajime Mizuyama
    • Organizer
      Council of Engineering Systems Universities(CESUN)2018
    • Related Report
      2018 Annual Research Report
    • Int'l Joint Research
  • [Presentation] A Model of Dynamic Scheduling of Restaurant Operations Considering the Order and Timing of Serving Dishes2018

    • Author(s)
      Tomomi Nonaka, Terumi Nobutomo, Hajime Mizuyama
    • Organizer
      IFIP International Conference on Advances in Production Management Systems, APMS 2018
    • Related Report
      2018 Annual Research Report
    • Int'l Joint Research
  • [Presentation] A Simulation Model for Scheduling of Restaurant Operations Considering the Order and Timing of Serving Dishes2018

    • Author(s)
      Tomomi Nonaka, Terumi Nobutomo, Hajime Mizuyama
    • Organizer
      International Conference on Serviceology(ICServ2018)
    • Related Report
      2018 Annual Research Report
    • Int'l Joint Research
  • [Presentation] 生産計画ゲームにおけるプレイヤのロット計画に関する一考察2018

    • Author(s)
      野中朋美,藤井信忠,新村猛,新井健治,水山元
    • Organizer
      計測自動制御学会 システム・情報部門 学術講演会 2018(SSI2018)
    • Related Report
      2018 Annual Research Report
  • [Presentation] 生産計画ゲームにおけるプレイヤのロット計画に関する一考察2017

    • Author(s)
      野中朋美, 藤井信忠, 新村猛, 新井健治, 水山元
    • Organizer
      日本機械学会生産システム部門研究発表講演会2017
    • Related Report
      2017 Annual Research Report
  • [Book] Service Engineering for Gastronomic Sciences2020

    • Author(s)
      Takeshi Shimmura, Tomomi Nonaka, Satomi Kunieda (Eds.)
    • Total Pages
      190
    • Publisher
      Springer
    • ISBN
      9789811553219
    • Related Report
      2019 Annual Research Report

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Published: 2017-04-28   Modified: 2021-02-19  

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