HSCI 4622 EXAM 1 STUDY GUIDE

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:


1. General requirement oder the quality management system
2. Management responsibilities for quality policies and customer focus and satisfaction
3. Resource management
4. Product realization
5. Measurement analysis and continual improvement

Joint commission has been a key source of standards for improving quality and safety of patient care.


1. 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). •
2. Focus on what an organization does, not what it has. •
3. 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?

1. Interpersonal
2. Informational
3. Decisional

What roles fall under interpersonal management role?

%%FLL%%

Figurehead, Leader, Liasion

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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?

1. Planning
2. Organizing
3. Staffing
4. Directing
5. 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?

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 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?

1. Economic 
2. Legal 
3. Ethical 
4. 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==


1. physiological 
2. safety
3. social
4. esteem
5. 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.