Food Service Final

Programmed decision

decision reached by following established policies and procedures

Nonprogrammed decision

decision relatively unstructured decision that takes a higher degree of judgment

Decision Conditions

Risk, certainty, uncertainty, influences by time and knowledge

Decision making techniques

Decision Trees, cost-benefit, networks; game theory/queuing theory/simulation/artificial intelligence

Methods for group decision

Interacting groups, delphi groups, nominal groups, focus groups

Improve communication by

Feedback, many channels, face to face communication, sensitivity to receiver, awareness of symbolic meaning, effort to communicate, clear messaging, careful timing, reinforcing words with action, simple language, repetition

Cultural influences on communication

Paralanguage, chronemics, proxemics, oculesics, olfactics, haptics, kinesics, chromatics, silence

Selection process factors

Application/screening, employment testing, background and reference checks, interviews, medical examination, hiring decision

Performance apprasail methods

Checklist, rating scale, critical incident, management by objectives, 360-degree feedback

Staffing

concerns the determination of the appropriate number of employees needed by the operation for the work that must accomplished/ job analyses and work production standards provide the basis for determining staffing needs

Scheduling

having the correct number of workers on duty, as determined by staffing needs/ involves assignments of employees to specific working hours and workdays

Alternative work schedules

Compressed workweek, discretionary working time/flex time, part-time employment

Bargaining issues

Economic issues, job security, working conditions, management rights, individual rights

Selected accounting principles

Business entity concept, fundamental equation, going-concern concept, money as a unit of measurement, cost principle, cash versus accrual bases, matching revenues and expenses, depreciation, adequate disclosure, consistency principle, materiality principle, conservatism

Tools for comparison and analysis of financial data

Ratio analysis, trend analysis, common-size statements, break-even analysis

Control costs

Labor costs, food costs, cash handling

Marketing philosphies

Manufacturing/production concept, product concept, selling concept, marketing concept, societal marketing concept

4 P’s of Marketing

Product, price, promotion, place

Marketing segementation

Geographic, demographic, psychographic, behavioristic, Target market- for which an organization creates products/services

Characteristics of service

Intangibility. Inseparability, perishability, heterogeneity

Outputs of food service model

Quantity of meals, quality of meals, customer satisfaction, financial accountability

Customer Satisfaction assessments

Walk through audits, talking with guests, customer comment cards, exit interviews, mystery shopper reports, customer surveys, focus groups

Menu engineering matrix

A management information tool that focuses on both the popularity and the profitability