隨著台灣餐飲的蓬勃發展，讓各領域的創業投資者加入餐飲市場，據經濟部統計 2018 年全年餐飲業營業額為 4,731 億元，為近 7 年最高增幅。但也面臨同業間競爭激烈，食材成本及勞動成本提高等多方面的問題，也讓餐飲業成為創業中歇業比最高的行業別。研究指出一個餐飲業的成功，除了有效控制成本，也取決於比競爭對手更了解顧客需求價值而滿足顧客。因此，本研究透過實際導入精實思維和準則，以顧客導向為原則，拉動改善計畫來提升餐飲業的競爭力。
本研究合併質性研究與量化研究的綜合研究法，研究個案餐廳之銷售量最高的商品做為價值流的改善目標，運用訪談法及問卷調查法來蒐集顧客需求，再透過顧客需求量化分析定義出未滿足的顧客需求價值，並結合精實管理系統的七大浪費及價值流圖歸納現有問題，最後藉由焦點團體討論法的結果來執行改善計畫。
研究結果發現，導入精實思維與準則來改善作業流程後，平均每日可減少一位員工的排班，作業程序時間縮短，每供餐一次可減少 256 秒的作業時間，顧客等待時間減少；透過流程的改善讓耗材數量減少，平均每月可減少約 13200 元整的成本支出。精實思維運用於餐廳的改善能有效提升顧客滿意度及餐點銷售量，研究成果可供餐廳業者持續改善，提升競爭力之模式。

The rapid development of Taiwan food service has attracted entrepreneurs to invest in the foodservice industry. According to the statistics of the Ministry of Economic Affairs, the annual revenue of the foodservice industry is 4.731 billion dollars, the highest for the last seven years. Foodservice is the industry with the highest rate of recession because of the cutthroat competition between peers, and increased cost of ingredients and human resources. A study points out that the key to a successful foodservice business is not only to control cost but also to understand more about the customer’s needed value than your competitors and satisfy those needs. This research intends to improve the competitiveness of foodservice business by taking customer orientation as a principle and introducing the concept of lean service into the industry.

Firstly, the study combines quantitative and qualitative methods and uses the interview method and questionnaire to understand customer needs. Secondly, use quantified customer demand analysis to identify unsatisfied customer needs. Thirdly, combine the seven main waste in the lean management system and value stream map to induce current problems. Lastly, interview with expertise and focus group proposing an improvement plan.

With the introduction of lean management, the results demonstrate that the shift of employees can be reduced by one, and every service time can be reduced by 256 seconds. Due to the shortened serve time, customer satisfaction raised. Because of the decreasing consumables, the monthly expense can be reduced by 13,200 dollars. Lean thinking applied to improve the restaurant can effectively improve customer satisfaction and meal sales. The research results can help the restaurant improve continuously and boost competitiveness.

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