Improvement of store manuals for business standardization, support for platform implementation

Background

Japan Restaurant Enterprise Co., Ltd. (hereinafter referred to as Japan Restaurant Enterprise, abbreviated) is a subsidiary of JR East Japan, operating 313 stores mainly in station premises, including restaurants and retail services such as bento boxes.
In order to expand our business in the future, there was a need for further improvement in the development of manuals used at each site.

Services Utilized

・In-house manual support (evaluation and analysis, interviews, guideline creation)

・Manual centralized management tool "AiLingual" introduction support (operation design, template creation)

・Educational Seminar (Manual Creation, AiLingual Usage)

Customer Requests

At Japan Restaurant Enterprise, we are actively working to improve the operation quality of each store by maintaining and operating manuals.

In order to further expand our business in the future, we have faced the following challenges from the perspective of standardizing and improving the quality of our on-site operations.

・I want to further utilize manuals to promote chain expansion.

・I want to advance the creation of a manual system that is easy to maintain in-house.

- I want support and advice for creating manuals

In the meantime, in October 2018, our company's website was viewed and inquiries were received, and a selection was made by several companies.

Human Science Solutions

We not only support manual creation to achieve standardization and quality improvement of on-site operations, but also propose a comprehensive solution including system introduction with a focus on standardization of operations.

In places where chain expansion is carried out, such as Japan Restaurant Enterprise, the operational manuals used are not only of high quality, but also require the establishment of a "manual management and operation" system in order to ensure that the latest version of the manual is always utilized at each store.

In this project, in order to achieve efficient management and operation of manuals based on business standardization, in addition to supporting manual improvement, we proposed our partner company Konica Minolta's manual centralized management system "AiLingual" and supported the design of the optimal manual operation system for Japan Restaurant Enterprises.

In addition, we have conducted interviews with various staff members to ensure that the thoughts of the headquarters responsible for creating the manual and the individual stores utilizing the manual do not diverge.

＜Solution Points＞

・Analysis of Current Issues

- Introduction support for centralized manual management system

Schedule

Approximately 4 months of effort

Evaluation of Human Science Co., Ltd.

・The work process was clear.

・Flexible response to schedule changes.

・We were able to inform and thoroughly educate employees involved in actual manual creation through the implementation of educational seminars, allowing us to establish a direction for future improvements.

Customer Feedback

・Previously, each person in charge had been creating manuals independently, which highlighted inconsistencies and usability issues. As a result, we have started creating manuals from the perspective of manual users (store employees).

・A systematic mechanism was proposed regarding what the problem is and what should be done, and a clear roadmap for improvement was established.

・We were able to greatly improve the management of the manual creation process, including the implementation of a system that allows for centralized management and sharing, thanks to your support.

・Previously, even complex tasks were communicated through text, but by linking with AiLingual, we are now able to provide manual information in a more understandable way.

・With the introduction of AiLingual, it has become easier to find manuals, making it easier to find answers to unknown operations and preventing operation errors.

From Human Science representative

This is a solution for in-house support for business manual creation in the food and beverage chain industry.

The key point was how to establish a foundation for standardizing operations by utilizing manuals and thoroughly informing each store about the business operations designed by the headquarters.

If there is a distance between the manual user and the manual creator, creating a difficult-to-use manual can lead to errors in business operations.

The important thing is not to "pack in" operational information, but to consider what kind of manual would be easy for the field (users) to use. First, we conducted interviews with a focus on the field staff, all the way up to headquarters, from that perspective.

And, we have supported the entire process from system implementation to operation design in order to easily and smoothly utilize the "manuals that can be effectively utilized in the field" obtained from the hearing.

In the future, even in other industries, it seems that they are considering improving manuals and introducing a centralized management system. Therefore, we hope to continue supporting standardization of operations from the position of a manual creation company.

Related Services

Creation of Manuals and User Guides