FOOD SERVICE SYSTEM MANAGEMENT - EXAM #1 - KENT STATE UNIVERSITY

collection of interrelated parts or subsystems unified by design to obtain one or more objectives

system

what is the systems concept?

system is designed to accomplish an objective; subsystems of a system have an established arrangement; interrelationships exist among the elements; flow of resources through a system is more important than basic elements; organization objectives are more important than those of the subsystems

any human, physical, or operational resource required to accomplish objectives of the system

input

any action or activity used in changing input into output, such as activities involved in production of food

transformation

the result from transforming the input, and it represents achievement of the system's goal

output

provide guidance for the system

control

all stored information and provides historical records of the system's operations

memory

things that occur outside of the foodservice system yet impact some component of the system

environmental factors

processes by which a system continually receives information from its internal and external environment

feedback

reciprocal relationship of the parts of a system

interdependency

the continuous response and adaptation of a system to its internal and external environment

dynamic equilibrium

a same or similar output could be achieved by using different inputs or by varying the transformation processes

equifinality

define the limits of a system

boundaries

the area of interdependency between two subsystems or two systems

interface

composed of subsystems of lower order; the system is also part of a larger suprasystem

hierarchy

Inaccurate or misleading information distributed by an organization, and so on, so as to present an environmentally responsible public image.

greenwash

ability to meet needs of today without compromising future generations' ability to meet needs

sustainability

what are the sustainability practices in foodservice?

under "built environment" you have building design; under water, ecosystems, and agriculture you have water conservation, product selection, and air quality; under energy and environment you have energy conservation; and under materials and toxins you have waste management and product selection

what are the two categories of foodservice operations categories?

commercial foodservice and on-site foodservice

what are some examples of commercial foodservice operations?

limited service/limited menu restaurants, full-service restaurants - casual and fine dining, airport restaurants, zoos, cruise ship dining, museums, sports events, and convenience stores

what are some examples of onsite foodservice?

hospitals, schools, colleges and universities, childcare, senior care, military, correctional facilities, and employee feeding

be able to draw the foodservice systems model as well as 3-4 examples under each category

the characteristics of a product or service that bear on its ability to satisfy stated or implied needs; a product or service that is free of defects

quality

what is quality in the foodservice system?

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.

Management philosophy in which processes are refined with goals of improving performance in response to customer needs and expectations

total quality management (TQM)

A focused management philosophy for providing leadership, structure, training, and an environment in which to improve continuously all organizational processes

continuous quality improvement (CQI)

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

Lean

comparison against best performance in the field

benchmarking

a complete end-to-end set of activities that together create value for a customer

process

A complex flowchart documenting processes and flows to help a manager determine which processes add value and which do not

value stream map

involves identification of potential failures that might occur in a process; failure modes are evaluated for the severity of the consequences if it does occur, probability of occurrence, and the probability of detection before it occurs

failure mode and effects analysis

graphical representation of the steps in a process; details all of the elements in a process and the sequence in which these elements occur

flow charts

a model for coordinating process improvement efforts

Plan-Do-Check-Act Cycle

A type of bar chart used to show a project implementation schedule; columns designate weeks or months in the project; rows are used to identify tasks to be completed; horizontal bars designate the time period for completion of each task

Gantt Charts

what are some tools used in process involvement?

benchmarking, cause analysis, process analysis, data collection & analysis, and project planning & implementation

what is cause analysis?

the use of cause & effect diagrams which illustrate the factors that may influence or cause a give outcome, pareto analysis which is often called the 80-20 rule because 80% of a given outcome typically results from 20% of an input, scatter diagrams which provide a visual way to examine possible relationships between two variables, and root cause analysis which focuses on identifying the root cause of a given problem

the documentation and detailed understanding of how work is performed and how it can be redesigned; this includes flow charts, failure mode and effects analysis, and flow charts

Process Analysis

what is data collection and analysis?

includes check sheets which are a tool for collecting data about observations, control charts which are a graphical record of process performance over a period of time​, histograms which are bar graphs that are used to display graphically the frequency distribution of data​, and scatter diagrams which provide a visual way to examine possible relationships between two variables

what is planning and implementation?

includes the PDCA model and Gantt Charts

what is the joint commission's role as an accrediting agency?

the joint commission is focused on improving patient safety and quality of care; they set the standards of care for healthcare organizations

what is a pareto chart?

a bar chart or histogram that ranks the causes of variations in a process from most to least frequent, which is intended to indicate their effects on quality

what is a flow/process chart?

Tool to track and record steps in a process

what is a fishbone diagram?

Process that investigates the potential causes of an outcome or effect such as poor quality

what is a gantt chart?

a method of showing expected and completed production timelines in relation to related subproject and their timeframes

List of items available for selection by a customer and the most important internal control of the foodservice system

menu

Designing and laying out a menu in such a way as to influence the sale of foods served on that menu

menu psychology

same menu items are offered every day; a restaurant-type menu

static menu

menu that is planned for service on a particular day and not used in the exact form a second time

single-use menu

series of menus offering different items daily on a weekly, biweekly, or some other basis, after which the menus are repeated

cycle menu

The practices and associated attitudes that predetermine what, when, why, and how a person will eat

food habits

express the degree of liking for a food item

food preferences

the amount of food left on a plate; a method used as a measure of food acceptability

plate waste

what is eye gaze motion in menu psychology?

middle of a menu sees the most traffic, items the company wants to sell are likely there in the center

what is primacy and recency in menu psychology?

food items at the beginning and ending of a listing are more likely to see more traffic and be selected for an order

what is font size and style/color and brightness/spacing and grouping in menu psychology?

a different font/style of writing can draw attention to the item on the menu to make it more appealing; different options are highlighted and spaced/grouped differently to draw them out of the menu

what are some factors affecting menu planning?

customer satisfaction, sociocultural factors, food habits and preferences, nutritional influences, aesthetic factors, sustainability, government regulations, and management decisions

what are the management decisions that impact menu planning?

food cost, production capability, type of services, and availability of foods

Method in which menu items are partially cooked, rapidly chilled, held in chilled storage, and reheated just prior to service

cook-chill

Method in which menu items are partially cooked, rapidly frozen, held in freezer storage, and reheated just prior to service

cook-freeze

a process of sealing raw, fresh food items in plastic pouches to allow chilled storage and then cooking in boiling water prior to service

sous vide

A measure of illumination equal to 1 lumen of light on 1 square foot of space

foot-candle

amount of light generated when 1 footcandle of light shines from a source

lumen

a measure of how efficiently a light source uses power

power factor (PF)

a measure of the coolness (blue, white) to the warmness (red, orange) appearance of light; measured in kelvins (K)

correlated color temperature (CCT)

the circulation of fresh air in a space

ventilation

the weight of the material per square foot

gauge

what are the four types of food service?

Conventional foodservice, ready prepared, commissary, and assembly/serve

how can conventional/traditional foodservice be further broken down?

it can be broken down into centralized vs decentralized; centralized being plates or trays are assembled in area close to production; decentralized is when food is transported in bulk to a location separate from production and plates or trays of food are assembled in that location

how does conventional/traditional restaurant influence the flow of food?

procurement --> production --> service to customer

how does conventional/traditional hospital influence the flow of food?

Procurement --> production --> hot holding --> meal assembly --> transportation --> service to customer

how does ready-prepared food service using bulking reheating influence the flow of food?

procurement --> production --> chilling/chilled storage --> bulk reheating --> hot holding --> meal assembly --> service to customer

how does ready-prepared food service hospital - centralized assembly and decentralized reheating influence the flow of food?

procurement --> production --> chilling/chilled storage --> meal assembly --> transportation --> meal reheating --> service to customer

how does commissary food service - hot transport food influence the flow of food?

procurement --> production --> hot transportation --> meal assembly --> service to customer

how does commissary foodservice - cook/chill transport influence the flow of food?

procurement --> production --> chilling/chilled storage --> transportation --> bulk reheating --> hot holding --> meal assembly --> transportation --> service to customer

how does assembly/serve foodservice - preportioned meals influence the flow of food?

procurement --> transportation --> meal assembly --> meal reheating --> service to customer

how does assembly/serve foodservice - bulk reheating influence the flow of food?

procurement --> bulk reheating --> hot holding --> meal assembly --> service to customer

what is kitchen flow?

kitchen flow can include the flow of the product or the flow of traffic; product flow is the flow of the product beginning with receiving the product and ending with service to the customer while traffic flow is the flow/movement of the employees

what are the components of a kitchen design?

lighting, materials, and HVAC

what are the components of the design and layout of a kitchen?

1. Charrette - collaborative planning session; 2. bubble diagram - defines spaces in the planned kitchen and the relationship of these spaces to each other; 3. schematic design - includes the preliminary plans for the project, space drawings, proposed materials, electrical and mechanical issues, and projected costs; 4. blueprint - shows specifically the layout of the planned space; the mechanical, electrical, and plumbing details, and the proposed finish materials; 5. specification book - provides specifications and often cut sheets for all of the equipment planned for the space; 6. construction documents - collection of blueprints and elevation drawings for a construction project

someone who produces raw food to sell

producer

organization that takes raw food items and transforms them into packaged products for sale to consumers or foodservice operations

processor

organization that offers products for sale

supplier

wholesaler responsible for transferring products from the processor or manufacturer to the supplier

distributors

distributor that purchases from various manufacturers or processors, provides storage, sells, and delivers products to suppliers

wholesalers

independent sales and marketing representative who contracts with manufacturers, processors, or prime-source producers to sell and conduct local marketing programs with wholesalers, suppliers, or foodservice operations

brokers

distributor who represents a manufacturing company and informs suppliers of products by this manufacturer

manufacturers' representatives

federal standards that identify what a given food product contains

standards of identity

federal standards for product quality attributes such as tenderness, color, and freedom from defects

standards of quality

Tell the packer how full a container must be to avoid the charge of deception

standards of fill

Statement understood by buyers and suppliers of the required quality of products, including allowable limits of tolerance

specification

Specification that indicates quality by objective and impartial test results

technical specification

specification that indicates quality by functioning characteristics of the product

performance specification

Specification that indicates quality by specifying a brand name or label

approved brand specification

document completed by the buyer and given to the supplier listing items to be purchased

purchase order

activity concerned with the acquisition of products

purchasing

a price quotation from the seller

bid

buyer decides which supplier will be chosen for the order based on bids submitted from the seller

bid buying

Buyer's authority to act for the organization, the obligation each owes the other, and the extent to which each may be held liable for the other's actions

law of agency

signed agreement between two or more parties related to the purchase of a product or service

law of contract

guarantee by the supplier that an item will perform in a specified way

law of warranty