FOOD SERVICE SYSTEMS MANAGEMENT - EXAM #3 - KENT STATE UNIVERSITY

programmed decisions

decision reached by following established policies and procedures

nonprogrammed decisions

Relatively unstructured decision that takes a higher degree of judgment

conditions of certainty

adequate information is available to assure results of decision

conditions of risk

results of decision are uncertain; probability techniques are necessary for estimating the likelihood of events occurring in the future

conditions of uncertainty

occurrence of future events cannot be predicted

game theory

introduces a competitive note in decision making by bringing into a simulated decision situation the actions of an opponent

queuing theory

develops relationships involved in waiting in line

simulation

using some device for imitating a real-life occurrence and studying its properties, behavior, and operating characteristics

artificial intelligence

a computer program that attempts to duplicate the thought processes of experienced decision makers

expert systems

artificially intelligent computer software programs that solve problems by emulating the problem-solving behavior of human experts.

groupthink

situation where reaching an agreement becomes more important to group members than arriving at a sound decision

risky shift

tendency of individuals to take more risk in groups than as individuals

grapevine

informal communication channel in which information is passed from one employee to another

negotiation

a process in which two or more parties make offers, counteroffers, and concessions in order to reach an agreement

human resources management (HRM)

involves an integrative process of recruiting, selecting, training, developing, compensating, supervising, and maintaining the workforce needed to achieve an organization's goals.

human resources planning

the process of anticipating and making provision for the movement of people into, within, and out of an organization

job enlargement

increase in the total number of tasks employees perform

job enrichment

increase in opportunities for responsibility, achievement, growth, and recognition

job design

an outgrowth of job analysis that is concerned with structuring jobs to improve organizational efficiency and employee job satisfaction

job

set of tasks to be performed by a given employee

job description

tasks, duties, and responsibilities of a job, the job's working conditions, and the tools, materials, and equipment used to perform it

job analysis

process of obtaining information about jobs by determining the duties and tasks or activities of those jobs

performance standards

desired results at a definite level of quality for a specified job

equal employment opportunity

policy of equal employment (nondiscrimination) for all

discrimination

the prejudicial or unfair treatment of individuals or groups based on certain characteristics

recruitment

process of locating and encouraging potential applicants to apply for a job opening

selection

process of comparing applicant knowledge, skills, and abilities to those required of a position and choosing applicant most qualified

orientation

formal process of familiarizing new employees to the organization, job, and work unit

structured interview

interviewer asks same specific questions of all interviewees

interviewer knows in advance the questions that are to be asked

are frequently used in interviews for lower-level jobs; often questions focused on a candidate's behavior

unstructured interview

interviewer has the freedom to ask questions he or she believes are important

broad questions, such as "tell me about your previous job" are asked

generally used with higher-level personnel in the organization because of the broad nature of these jobs

performance appraisals

the assessment of an employee's performance during a specified period of time

halo effect

when a single trait dominates the assessment of another individual

management by objectives (MBO)

a method for performance evaluation that is used primarily with managerial and professional personnel

scientific management

the systematic approach to improving worker efficiency based on the collection and analysis of data

compensation

the financial remuneration given by the organization to its employees in exchange for their work

benefits

noncash compensation given to employees by their employer as part of their employment

employee assistance program (EAP)

program that provides diagnoses, counseling, and referral for advice or treatment for problems related to alcohol or drug abuse, emotional difficulties, and marital or family difficulties

staffing

concerns the determination of the appropriate number of employees needed by the operation for the work that must be accomplished

job analyses and work production standards provide basis for determining staff needs

scheduling

having the correct number of employees on duty, as determined by staffing needs

involves assignment of employees to specific working hours and workdays

the challenge of scheduling is having sufficient staff for busy meal periods without having excess staff during slack periods between meals

work measurement

a method of establishing an equitable relationship between the amount of work performed and the human input used to do that work

staffing tables

pictorial representations of all jobs with the number of employees in those jobs and future employment requirements

bargaining unit

group of jobs represented in the union contract negotiations

collective bargaining

negotiation between management and the union on terms of the collective agreement between them

labor relations

interaction between management and the labor union

union salting

union organizers who apply for positions in non-unionized companies and when hired, work to form a union of the employees

union steward (shop steward)

union employee who is elected to represent other union members in their relations with an immediate supervisor or other managers

Full-time equivalents (FTEs)

number of total hours worked in a week divided by 40 (the number of hours worked by one full-time employee) to determine the number of full-time equivalent employees

meal equivalent

calculation of numbers of snacks, nourishment, paid meals, into a common number of meals

reliability

ability to produce consistent results

validity

ability to produce accurate results

1.55 employees with 1 FTE = 40 hours / week

How many employees are needed for everyday coverage of full-time positions?

auditing

an area of accounting concerned with an independent review of accounting records involving examination of records that support financial reports and formulation of an opinion regarding the fairness and reliability of these reports

assets

resources of a company

liabilities

debts of a company

owner's equity

money value of a company in excess of its debts that is held by the owners

fixed costs (FCs)

costs that do not vary with changes in the volume of sales

variable costs (VCs)

costs that vary directly with changes in sales

contribution margin

proportion of sales that can contribute to fixed costs and profits after variable costs have been covered

balance sheet

statement of assets, liabilities or debts, and capital or owner's equity at a given time or at the end of the accounting period

income statement

financial report that presents the net income or profit of an organization for the accounting period

common-size statements

financial statement in which data are expressed as percentages for comparing results from one accounting period to another

break-even analysis

technique for assessing financial data to determine the point at which profit is not being made and losses are not being incurred

budget

plan for operating a business expressed in financial terms

pro forma statement

statement that projects expected income and expenditures

time value of money

money has a differing value over time; having $1 today is worth more than receiving $1 in the future

marketing

an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders

marketing research

the function that links the consumer, customer, and public to the marketer through information that is used to identify and define marketing opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process

marketing analysis

the selection and analysis of a group of people, identified as a target market, which the organization wants to reach; includes the creation and maintenance of an appropriate marketing mix that will satisfy those people

manufacturing/production concept

based on the belief that customers favor products that are available and highly affordable; thus, companies should focus on production and distribution efficiency

product concept

based on the belief that customers prefer existing products and product forms; thus, companies should develop good versions of these products

selling concept

based on the belief that customers will not buy enough of the organization's product unless the organization undertakes a large selling and promotion effort

marketing concept

based on the belief that organizations should determine the needs and wants of target markets and deliver desired satisfaction more effectively and efficiently than competitors

societal marketing concept

based on the belief that organizations should determine needs and wants of target markets and deliver desired satisfaction more effectively and efficiently than competitors in a way that maintains or improves the consumer's and society's well-being

marketing mix

combination of product, price, distribution, and promotion developed to satisfy a target market

promotion

use of communication to inform and influence consumers

brand

name, term, design, symbol, or feature that identifies one seller's good or service as different from another's

brand equity

value of a brand

brand loyalty

repeated customer purchase of a specific brand

customer loyalty

frequency with which a customer consistently purchases a specific brand

customer satisfaction

positive, neutral, or negative feelings about the value received from a product

a critical output of the foodservice system; involves the perceptions of customers related to the food they were served, the service that was provided to them, and the atmosphere in which it was provided.​

target market

for which an organization creates products/services

market segmentation

division of total market into groups of customers who have similar needs, wants, values, and buying behavior

demographic variables

population characteristics that might influence product selection, such as age, gender, race, ethnicity, income, education, occupation, family size, family life cycle, religion, social class, and price sensitivity

geographic variables

include climate, terrain, natural resources, population density, and subcultural values that influence customers' product needs

psychographic variables

motives and lifestyle characteristics

niche marketing

focuses on identifying small but profitable segments of the market and making products specifically for this segment

micromarketing

marketing to the single customer, the smallest niche

intangibility of services

inability of services to be seen, touched, tasted, smelled, or possessed before buying

inseparability

inability to separate production and service

heterogeneity of service

variation and lack of uniformity in the performance by different service employees

perishability of services

services cannot be stored for future sale

atmospherics

physical elements in an operation's design that appeal to customers' emotions; ex. lighting, walls, cleanliness, furniture, restrooms, and sensory elements such as color, smell, and sound

employee satisfaction

beliefs and feelings an employee has about his or her job

sensory analysis

science that measures the texture, flavor, and appearance of food products through human senses

menu engineering

a management information tool that focuses on both the popularity (menu mix) and the profitability (contribution margin) of menu items

decision trees, cost-benefit, and networks

game theory, queuing theory, simulation, and artificial intelligence

what are the different decision-making techniques?

interacting groups, delphi groups, nominal groups, and focus groups

what are the methods for group decision making?

Ignoring Nonverbal Cues​

Becoming Emotional​

Cultural Differences​

Linguistics

Hearing an Expected Message​

Ignoring Conflicting Information​

Differing Perceptions​

Evaluating the Source​

Interpreting Words Differently

What are some potential barriers to communication?

Feedback, many channels, face-to-face communication, sensitivity to receiver, awareness of symbolic meanings, careful timing, reinforcing words with action, simple language, and repetition

what are some techniques for improved communication?

Paralanguage​

Chronemics​

Proxemics​

Oculesics​

Olfactics

Haptics​

Kinesics​

Chromatics​

Silence

what are some cultural factors that influence communication?