Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace Where Employees and Robots Collaborate

Tanizaki, Takashi; Shimmura, Takeshi; Fujii, Nobutada

doi:10.1007/978-3-319-61240-9_2

Cited by 11 publications

(4 citation statements)

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“…More and more companies in the service industry are incorporating automation as part of their workforce (Tanizaki et al, 2017). The service industry needs highly skilled employees for complex tasks (e.g., tasks that involve interactions with customers), and cannot replace all employees with robots.…”

Section: Discussionmentioning

confidence: 99%

A Multi-Objective Mathematical Model for Real-Time Employee Assignment in the Service Industry

Budak

Chen

2022

SSRN Journal

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Section: Discussionmentioning

confidence: 99%

A Multi-Objective Mathematical Model for Real-Time Employee Assignment in the Service Industry

Budak

Chen

2022

SSRN Journal

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“…For example, there are no studies [267] literally assessing the effects of adopting robots on redesign/re-structure of jobs. Only Tanizaki et al [269] actually created a model to determine shift scheduling between robots and employees (accounting different trade-offs aimed at, simultaneously, meeting managerial needs and the satisfaction of the workers), but the method was not validated in a real FS establishment.…”

Section: Brief Note On the Potential Impacts Of Fs Automation In Econ...mentioning

confidence: 99%

Towards Foodservice Robotics: A Taxonomy of Actions of Foodservice Workers and a Critical Review of Supportive Technology

Pereira

Bozzato

Dario

et al. 2022

IEEE Trans. Automat. Sci. Eng.

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Foodservice workers perform several burdensome, tedious, and unsafe tasks that risk their health and well-being. This could be mitigated or even more avoided by using autonomouslyactuated machines. Therefore, this article aims to build the foundation to support the development of a new field of robotics research dedicated to foodservice and with a human/workercentered framework. As so, we introduce a two-level taxonomy of basic actions that compose the physical tasks of foodservice workers; it can guide future studies to design bio-inspired control models for foodservice robots. Actions are clustered in 16 categories according to their purpose and to the handled food. Furthermore, authors make a critical review of single-action equipment (SAE) and advanced equipment (AE) currently available for foodservice, which allowed us to identify opportunities for research. As a result, authors found some categories of actions rarely automated, aimed at i) separating solid-solid food parts, ii) moving food between workstations or independent appliances in the kitchen, iii) introducing food into another solid food or recipient, and iv) other specific actions, e.g. sewing food. In addition, authors discuss the applicability of collaborative robotics and human-robot collaboration to different contexts in foodservice, and show how artificial intelligence is improving the capabilities of SAE and AE and what else it could improve in this context. Note to practitioners -This paper was motivated by a criticalneed in foodservice: the ability to produce consistent and highquality meals ad-hoc, without overloading the workers or harming their health. Robotic and autonomous systems are promising technologies to solve this. However, there is not a unified framework in robotics research focused on the professional foodservice environment. This paper provides two tools for researchers and engineers in this field: (i) a taxonomy of basic actions that foodservice workers perform during their physical tasks; and (ii) a systematic review of mechatronic systems being developed or already in use in foodservice. The taxonomy can be immediately useful to divide research and development by the classes of actions. In addition, we found specific categories of actions that have been rarely automated so far and need further investigation. The results of our review can be readily applied in industry, too: presently, most equipment is a custom-built machine with limited adaptiveness; when systems include industrial robots, cobots are being preferred; the implementation of collaborative operations between humans and robots is not common yet and its applicability may be suitable only for certain contexts; finally, we identify scientific publications introducing

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“…Therefore, applying robotized technologies to enhance a hospitality business requires some analyses and studies; otherwise, the organization will incur substantial expenses, but perhaps with little gain, or with losses (Ivanov & Webster, 2017). The primary objective of using robots to replace human-to-human interactions is to improve guest satisfaction, employee satisfaction, and management satisfaction (Tanizaki, 2017).…”

Section: Dušan Mandić* Miroslav Knežević Dušan Borovčaninmentioning

confidence: 99%

Using Robotisation and Automatization to Achieve Competitive Advantage in the Hospitality Industry

2022

Proceedings of the the International Scientific Conference in the Field Of Tourism and Hospitality SITCON 2

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The tourism industry has become one of the most important components in the service sector. The number of arrivals in international tourism recorded continuous growth (excluding the period of the COVID-19 pandemic that started in March 2020), which caused further tightening of competition. On the other hand, tourists are more demanding, experienced, and educated and demand adequate accommodation. The question for hospitality businesses is how to compete in the market; precisely because of this, adapting to the wishes and needs of guests has become more critical than ever in current market conditions. Considering the increasing presence of technology in our lives, as well as its numerous advantages, the use in hospitality businesses of modern technological solutions, such as robotization and automation, is one way these businesses can adapt, which is the subject of this work. We present how the implementation of service automation in different hospitality industry sectors can positively and negatively influence the services. We explain how specific processes in the hotel and restaurant industries can be automated and what benefits they bring to guests and businesses. In addition, we list the potential problems that hospitality businesses and guests can encounter after this type of technology is implemented.

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Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace Where Employees and Robots Collaborate

Cited by 11 publications

References 0 publications

A Multi-Objective Mathematical Model for Real-Time Employee Assignment in the Service Industry

A Multi-Objective Mathematical Model for Real-Time Employee Assignment in the Service Industry

Towards Foodservice Robotics: A Taxonomy of Actions of Foodservice Workers and a Critical Review of Supportive Technology

Using Robotisation and Automatization to Achieve Competitive Advantage in the Hospitality Industry

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