Studied by 18 people
What are the components of functional subsystems?
Procurement, production, safety, sanitation and maintenance, distribution and service
What is the primary control of food service system?
Menu
What are the outputs of the food service system?
meals, customer satisfaction, employee satisfaction, financial accountability
What are the areas of the procurement subsystem?
planning, organizing, staffing, directing, controlling
What are some examples of cross contamination?
using the same knife to cut vegetables and poultry
What is the current temperature danger zone?
40-140 F
What does the F stand for in FATTOM?
Food, especially protein and carbs
What does the A stand for in FATTOM?
acidity: PH of 4.6 to 7.5
What does the first T stand for in FATTOM?
temperature; best at 40-140
What does the second T stand for in FATTOM?
Time
What does the O stand for in FATTOM?
oxygen; some need oxygen others do not
What does the M stand for in FATTOM?
Moisture, water activity of .85
What is the difference between clean and sanitary?
clean has an outward pleasing appearance (not sanitized) and sanitary is free of disease causing organisms and other contaminants
What is another name of the cause and effect diagram?
fish and bones or ishikawa
What is it called when the manager has the right to direct others?
authority
What is quality assurance?
procedure that defines and ensures maintenance of standards within prescribed tolerances for a product or service. a reactive process and predicated on follow up and inspection
What is reengineering?
radical redesign of business processes for dramatic improvement
What is benchmarking?
comparison against best performance in the field
What is the plan-do-check-act cycle?
a model for coordinating process improvement efforts
-use acronym FOCUS
What is the F in the FOCUS acronym?
finding a process to improve
What is the O in the FOCUS acronym?
organize a team that knows the process,
What is the C in the FOCUS acronym?
clarify current knowledge of the process,
What is the U in the FOCUS acronym?
understand causes of process variation
What is the S in the FOCUS acronym?
select the process improvement
What is a control chart?
A graphical record of process performance over a period of time
What is the pareto analysis?
Analysis that focuses on the most important causes to solve problems. AKA 80/20 rule
What is an example of the 80/20 rule?
80% of the sales comes from 20% of the customers
What is six sigma?
A disciplined data driven approach for improving quality by removing defects and their causes
What is lean?
Using less human effort, less space, less capital, and less time to make products exactly as the customer wants with fewer defects than occur in mass production
What is Total Quality Management?
A management philosophy in which processes are refined with goal of improving performance in response to customer needs and expectations
What is root cause analysis?
An analysis focusing on identification of the root cause of a given problem
What is failure mode and effects analysis?
analysis that identifies potential failures in a process, evaluates the severity of the consequences, and plans for eliminating or minimizing the impact of the failure.
Where is the location of process improvment programs in the food service systems model?
in the control section
What is the key to a successful quality assurance program?
involves setting standards, continuously monitoring and evaluating to determine if standards are being met, and modifying operations as needed.
Who should define quality?
Quality is defined by the customer through his or her satisfaction.
What is the American society for quality?
the characteristics of a product or service that bear on its ability to satisfy stated or implied needs
a product of service that is free of defects
What does the ASQ American Society for quality suggests?
quality is not a program, it is an approach to business
quality is defined by the customer through his or her satisfaction
quality is aimed at performance excellence; anything less is an improvement opportunity
quality increases customer satisfaction, reduces cycle times and costs and eliminates errors and rework
What is the function of the fishbone diagram?
it is an illustration of factors that may influence or cause a given outcome
What criteria for quality is included in the ISO 9001 standards, the Malcolm Baldridge Award, & The Joint Commission?
5 broad sections of standards of ISO 9001:
General requirement oder the quality management system
Management responsibilities for quality policies and customer focus and satisfaction
Resource management
Product realization
Measurement analysis and continual improvement
Joint commission has been a key source of standards for improving quality and safety of patient care.
Address performance expectations in several areas (environment of care; emergency management; human resources; infection prevention and control; information management; leadership; life safety; medication management; medical staff; national patient safety goals; nursing; provision of care, treatment, and services; performance improvement; record of care, treatment, and services; rights and responsibilities of the individual; transplant safety; and waivered testing). •
Focus on what an organization does, not what it has. •
Are developed in consultation with healthcare experts, providers, measurement experts, purchasers, and consumers. The Joint Commission launched a ne
What are the main focuses of total quality management?
helps organization focus on customers by identifying and satisfying their needs and expectations
intense focus on the customer
concern for continual improvement
focus on process
improvement in quality of everything the company does
accurate measurement
empowerment of employees
What is organization?
Group of people working together in a structured and coordinated way to achieve goals.
What is corporate culture?
Shared philosophies, values, assumptions, beliefs, expectations, attitudes, and norms that knit an organization together.
What is Functional Departmentalization?
occurs when organization units are defined by the nature of the work.
What are rules?
Specification of action, stating what must or must not be done.
What is authority?
Delegation from top to lower levels of management & the right of managers to direct others & take action because of their position
What is an organizational chart?
Pattern of formal relationships & duties
What is departmentalization?
Assignment of tasks to different units or people
Process of grouping jobs according to some logical arrangement. (book definition)
What is social responsibility?
responsibility to society that goes beyond profit
What is performance appraisal?
the assessment of an employee’s performance during a specified period of time, take place in every organization, although they are not always formal.
What is responsibility?
An accepted obligation to perform an assigned activity or see that someone else performs it
What are the 3 categories of management roles?
Interpersonal
Informational
Decisional
What roles fall under interpersonal management role?
FLL
Figurehead, Leader, Liasion
What roles fall under Informational management role?
MDS
Monitor, Disseminator, Spokesperson
What roles fall under Decisional management role?
EDRN
Entrepreneur, Disturbance Handler, Resource Allocator, Negotiator
What is a figurehead and an example of what they do?
Represents the organization
Ex: Ceremonial duties, written proclamations, appearances at functions
What is a leader and an example of what they do?
Responsible for the work of the staff
Ex: Hiring, training, creating motivating environment
What is a liasion and an example of what they do?
Deals with people inside & outside the organization
Ex: Must relate effectively to peers, suppliers, clients
What is a monitor and an example of what they do?
Collects information to use to be more effective
Ex: Discerns implications of information for organization
What is a disseminator and an example of what they do?
Transmit information to employees
Ex: Make decisions concerning information needs of staff
What is a spokesperson and an example of what they do?
Transmits information to people inside & outside the organization or unit
Ex: Similar to the figurehead role
What is an entrepreneur and an example of what they do?
Voluntary initiator of change
Ex: Change menu based on restaurateurs, customers
What is a disturbance handler and an example of what they do?
Responds to pressured situations beyond their control & can’t be ignored
Ex: Strike; Supplier fails to provide goods
What is a resource allocator and an example of what they do?
Decides how & whom resources are distributed
Ex: Consider needs of unit & overall priorities of operation
What is a negotiator and an example of what they do?
Give-&-take process until reach compromise
Ex: Have necessary information & authority for negotiations with suppliers or within organization
What are the 3 manager skills?
HTC
Human, Technical, and conceptual
What does having the skill “Human” as a manager mean and what are examples?
Working with people & understanding their behavior
EX:
Effective communication demonstrated in actions
Sensitive to needs & motivations of others
What does having the skill “technical” as a manager mean and what are examples?
Understanding of & proficiency in a specific activity involving methods or techniques
EX: Needed to understand & supervise activities
What does having the skill “Conceptual” as a manager mean and what are examples?
Ability to view organization as a whole & recognize various parts depend on & affect other parts & within environmental context
EX: a good example is the relationship of the organization to other similar organizations and to suppliers within the community.
What are the 5 management functions?
Planning
Organizing
Staffing
Directing
Controlling
What is the importance of policies and standards in organizations?
clearly defined policies can reduce the time the manager spends making decisions
Fill in the blank.
The narrower the span of management, the ________ the number of levels needed in the organization.
Greater
Fill in the blank.
The wider the span of management, _____ levels and _____ managers are required.
Fewer, fewer
What are other influences of the span of management?
leadership style and personality of the manager
T/F
The more comprehensive the policies, the greater the span of management.
True
What does it mean if management is more horizontal?
Groups employees at similar levels to work
Flat structure; Ideas shared across all levels & depts
Cross-trained, coaching environment
What does it mean if management is more vertical?
Based on lines of authority
Establishes authority at levels & flow of communication
Report to only one manager; Clear lines bottom to top
What is the difference between efficiency and effectiveness?
Efficiency is doing things right. Effectiveness is doing the right thing.
What is formal authority?
Authority that exists because of position in the organization
What is acceptance authority?
based on employee’s acceptance of that authority
What are the four Social Responsibilities of business organizations?
Economic
Legal
Ethical
Discretionary
What is motivation?
The inner forces (wishes, desires, drives) that activate or move a person
What is leadership?
Process of influencing activities of an individual or group toward goal achievement
What is emotional intelligence?
Extent of being in tune with own feelings & feelings of others
Empathy, self-regulation, integrate emotions & reason
What is social intelligence?
Able to determine requirements for leadership in certain situations & respond appropriately
Flexible behavior to fit the situation
What is job satisfaction?
An individual’s feelings and beliefs about his or her job.
What is Organizational Citizenships Behaviors (OCB)?
Positive, voluntary behaviors that enhance organizational efficiency.
What is a change agent?
person who initiates change, a catalyst
What is Maslow’s hierarchy of needs theory?
theory that states people are motivated by their desire to satisfy specific needs in a certain order
What is the order Maslow’s hierarchy of needs?
PSSES
physiological
safety
social
esteem
self-actualization
What is the withdrawal defense mechanism?
Less involved, apathetic, absent, tardy, turnover
What is the aggresion defense mechanism?
Attacks source of frustration, or another object or party
What is the substitution defense mechanism?
Puts something in place of the original object
What is the compensation defense mechanism?
Going overboard in one area to make up for another
What is the revert or regress defense mechanism?
Exhibit childlike behavior to deal with situation
What is the repression defense mechanism?
Lose awareness / forget incidents of anxiety/frustration
What is the projection defense mechanism?
Attribute one’s own feelings to someone else
What is the rationalization defense mechanism?
Give a reason that is less ego deflating or more socially acceptable than the true reason
Who came up with the achievement-power-affiliation and what does it mean?
Proposed by: McClelland
Needs are learned and socially acquired as individuals interact with the environment.
Everyone has 3 needs: need to achieve, need for power, and need for affiliation
What is the reinforcement theory and who made it?
Proposed by: B.F Skinners theory
(AKA operant condition or behavior modification)
This theory states that people behave in a certain way due to past actions or consequences.
What is the expectancy theory and who made it?
Proposed by: Vroom, Porter and Lawler
Theory based on the belief that people act in such a manner as to increase pleasure and decrease displeasure.
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Flashcard (46)