Management/Foodservice

management styles with most to least control

• autocratic (most)

• consultative

• bureaucratic (neutral, by the books)

• participative

• laissez-faire (least)

leadership grid

• country club

  • high concern for employees, low concern for productivity

• ideal

  • develops a relationship of trust and effect

• middle of the road

  • tries to balance both but doesn’t meet the needs of either

• authority obedience

  • low concern for employees, high concern for productivity

• impoverished

  • low concern for employees, low concern for productivity

Herzberg two-factor theory of motivation:

• employees are dissatisfied by the absence of maintenance (HYGIENE) factors, though presence does not cause motivation

• employees are motivated by some job factors but the absence does not highly dissatisfy them

• satisfaction:

  • achievement

  • recognition

  • responsibility

  • advancement

  • the work itself

  • potential for growth

• hygiene factors (dissatisfaction)

  • pay

  • supervision

  • job security

  • working conditions

  • organizational policies

  • interpersonal relationships on the job

Mcgregor’s theory X, Y,

Human Relations (Ouchi theory Z)

• X: believes employees inherently dislike work, have little motivation and need to be controlled autocratically

• Y: believes employees are self-motivated to complete tasks, take ownership of their work and seek/accept responsibility- allow participative management

• Z: believes employee participation is the key to success, based on the premise of mutual worker-employer loyalty

job descriptions vs job specifications

• description: what the company can offer the candidate, what you will do, working conditions, who you will report to

• specification: what the candidate can offer the company (licenses, experiences, etc) qualities the candidate needs

job enlargement vs job enrichment

• enlargement: extra responsibility with no increase in pay rate- to alleviate boredom or idle time

• enrichment: promotion, vertical expansion, usually as a reward for good work, possible pay increase

• note: the question may not mention if there was pay increase or not. if it doesn’t but DOES mention it was a REWARD then it is enrichment

union shop vs agency shop

• union shop: require the employee to join the union within a certain amount of time (cannot be before hiring, that is closed shop taft hartley made it illegal)

• agency shop: does not require all workers to join the union but all workers pay an agency fee for the union

union representative vs shop steward

• representative: PAID appointee to be the voice when it comes to collective bargaining, negotiations

  • think of rep like sales rep ($)

• steward: volunteer but does essentially the same things, major division is that this emphasizes advising fellow employees of their rights

collective bargaining —> mediation —> arbitration

• collective bargaining: negotiations for improved conditions between union and employer

• mediation: is negotiations fail, mediator is neutral third party who provides recommendation that both sides can voluntarily accept- A MEDIATOR CANNOT FORCE A SETTLEMENT

• arbitration: FINAL step if all else fails, an arbitrator is appointed to resolve the dispute and provides a written agreement with a binding decision

• formula to find relief workers needed for # of FTE

• one relief worker can cover how many FTE?

• FTE x 0.55

• 2.5 FTE’s

• inventory turnover calculation

• ideal range

  • what does it mean if too low?

  • what does it mean if too high?

• COGS / average inventory value

• 2-4

  • too low = goods are sitting in storeroom for too long

  • too high = you need to order too often

can sizes

• #1

• #300

• #1 tall / #1 square / #303

• #2

• #2.5

• #3

• #5

• #10

• 1 1/3 c (48 cans per case)

• 1 ¾ c (24 cans per case

• 2 c

• 2 ½ c

• 3 ½ c

• 5 ¾ c (12 cans per case)

• 7 c

• 13 c (6 cans per case)

ADA compliance for seating aisles

36”

ADA compliance for table height

28-34”

ADA compliance door width

32”

ADA compliance for kitchen aisles

48”

ideally 50” would let two people pass with mobile carts

Jean Inman says 60” but doesn’t explicitly say this is ADA compliance she is stressing me out

foot candle requirements in

• dry storage

• reach in fridge/cooler

• prep area

• 10

• 20

• 50

order for comprehension based on how the information is relayed

• heard (least)

• saw

• said

• did (most)

total quality management

sees the organization as interdependent parts, and aims to identify barriers to quality, satisfy customers and encourage an environment of continuous improvement

focus: customer satisfaction

continuous quality improvement

urges employees to consider current practices and continually ask the question- how do we make this better?

focus: employee involvement

Ratios

• liquidity

• profitability

• solvency

• activity

• liquidity: assets - liabilities

  • ability to meet short term debt and current financial obligations

• profitability: ability to generate excess income in relation to sales

• solvency: ability to meet long term debt

• activity: affective utilization of assets (like inventory turnover)

compensatory vs supplemental benefit

• compensatory: payment for time not worked

• supplemental: additional (life/health benefits)

markup factor

100 / food cost %

mission statement vs vision statement

• mission: what the company does that is different from others, guiding principles

• vision: where the company wants to be in the future

objective vs strategy

• objective: pre-determined goal that provides direction

• strategy: decision/action that aids company in achieving objective

food code who makes it? what is it? how often updated?

- FDA/USDA
- guide for setting food safety standards with newest/best scientific information
- updated every 4 years

danger zone! and extra special danger zone!

40-140F, 70-125F

safe methods for cooling

1. REDUCE TO 70 W/IN FIRST 2 HOURS
2. REDUCE TO UNDER 41 W/IN NEXT 4
(shallow pans, ice bath, ice as ingredient, ice paddles)

7 principles of a HACCP plan

1. Conduct a hazard analysis
2. Determine critical control points (CCPs)
3. Establish critical limits
4. Establish monitoring procedures
5. Identify corrective actions
6. Verify that the system works
7. Establish procedures for record keeping and documentation

chlorine

• minimum concentration

• solution temperature

• contact time

• pH

• 50-99 ppm

• over 110F

• 7 seconds

• below 10

(becomes quickly inactive from contaminants in water)

iodine

• minimum concetration

• solution temperature

• contact time

• pH

• 12.5-25 ppm

• 68F

• 30 seconds

• below 5.0

(becomes slightly less effective from contaminants in water)

quaternary ammonium

• temperature

• contact time

• pH

• 75F

• 30 seconds

• best at around 7 but varies

(impacted by hardness of water)

dishwashing prewashing vs washing temps and style (temps, PSI?)

• prewashing: forced steam 110-140 to liquify fat, protein, food particles

• washing: > 120,

• if water is sanitizing agent must by > 180, rinse water must be 15-25 PSI

dishwasher troubleshooting

• hard water? more detergent (makes it more difficult for surfactants to lather)

• drying agent helps prevent water spots

• decreased temp during wash cycle = greasy dishes

• low energy chemical dishwasher saves energy (lower temperature) but requires more detergent

acceptable refrigeration length

• whole/pieces of fresh poultry

• fresh beef, veal, lamb, pork

• cooked whole/pieces of poultry

• bacon

• raw eggs

Freezer length

• any ground meat

• whole poultry

fridge

• 1-2 days

• 3-5 days

• 3-5 days

• 7 days

• 3-5 weeks

freezer

• 3-4 months

• 1 year

food left without temperature regulation can be safely reheated to ___ for ___ to kill pathogens, unless left out for over ___

165F, 15 seconds, 2 hours

safe internal temperature for:

• poultry, casseroles

• ground meat (not poultry),sausage, eggs to be held for hot service, seafood that is not whole

• eggs being served immediately, pork, veal, lamb, pot roast, whole cuts of beef, whole seafood

• fruit/veg/starch

• 165F

• 155F

• 145F

• 135F

reverse the order of food and then you have order it should be held (top to bottom) in fridge

Though obviously if the casserole is cooked it can be top shelf

if heat sanitizing using water it must be above ____ for ____

171F, 30 seconds

if not to be made by the next day, fish should be:

frozen immediately

quality assurance

ensuring products/services meet set standards

what is the first step in menu development vs the first step in menu evaluation?

• menu development: plan meat/entree for each meal (most expensive component)

• menu evaluation: does it meet nutritional guidelines?

ABC inventory is classified by

inventory price (A being most expensive, C being least)

LIFO is best for…

determining value of what you have on hand and using the lowest cost, because what you bought a while ago will be slightly cheaper than prices now

mini max stock management

order at minimum to target max stock

mini: 5, max = 10… when you get to five left, order five more to get to 10

dry storage temp and humidity

50-70F, 50-70%

Jean Inman says 50-60F

behaviorally anchored rating scale

• combination of rating scale and critical incident appraisal

• critical incident appraisal = identifying behaviors that signal excellent or poor performance

• add a rating scale to these critical incidents

• time consuming to come up with rating scales but most objective/effective performance auditing tool

table d hote

fixed price menu with limited choices (banquet)

cafeteria service:

• traditional

• scramble

• food court

• customers form one line among service counter

• separate sections for different food selections, not one continuous line

  • can serve the most amount of people at one time this way

• independent food services in one location

food broker vs food vendor

• food broker: independent sales professional usually selling for multiple wholesale manufacturers working entirely on commission- they do NOT take title of food being sold

• food vendor: supplier (individual or company) selling goods or services for someone else. they DO take the title of goods being sold

onsite food service is a ____ activity that …

secondary, is not profit driven

Mintzberg role theory of management

• interpersonal

• informational

• decisional

• interpersonal: figurehead, leader, liaison

  • may look like leading, managing, relationship building, reporting happenings to upper management

• disseminator, spokesperson, monitor

  • may look like collecting/processing/disseminating info to team

• entrepreneur, disturbance handler, resource allocator, negotiator

  • may look like choices, problems, negotiations, finding resources

Mclellands human motivation theory

we all strive for one of three things: achievement, affiliation, power

estimated time for tasks should allow employee to complete ______ more within that timeframe without undue fatigue

20-30%

Katz 3 skills of managers

• human

• technical

• conceptual

• human: understanding/motivating individuals/groups, needed at all levels

• technical: performing specific activities, important for lower level

• conceptual: understanding/integrating organizational activities/interests towards a common goal, most important for upper management (includes policies/large scale actions)

problem solving techniques

• fishbone diagram

• delphi technique

• pareto chart

• nominal group technique

• fishbone: details cause and effect

• delphi: group decision making based on rounds of anonymous input, reconsideration and more input (usually from expert judgement)

• pareto: graphically summarize/display relative importance of the difference between groups of data (may look like bar graph to determine which issue is the highest priority / causing the most disturbance, so target that)

• results in creative, prioritized decision making with face to face interaction from participants in a structured setting, usually starting with private brainstorming then opening up to discussion

  • more effective and quicker than delphi

balance sheet vs income statement

• balance sheet: snapshot of finances at one point in time, static

• income statement: dynamic view of business profit and loss over a period of time

span of control

• # employees under the direction of one person

• appropriate to have multiple under the supervision of a manager, ineffective to have multiple supervisors for one person

• excessive span of control (too many employees to supervise) could create issues with discipline and absenteeism

pricing methods

• demand oriented

• conventional (factor / markup pricing)

• cost plus

• prime

• competitive

• demand oriented: what customers perceive the value to be / what you think they are willing to pay for it

• conventional: raw food cost + hidden cost x markup (factor)

• cost plus: raw food cost x predetermined profit %

• raw food cost + labor

  • add labor and food cost % , multiply by THAT added percentage

• set prices in comparison to competition

what can we assume hidden costs might be?

10% of raw food cost

diversity in the workforce

• evolve culture: employees can feel welcome participating at all levels

• long term commitment to measurable change

• separate diversity from affirmative action

  • affirmative action is a govt mandated program to eliminate discrimination

leadership styles that increase quality of work life

• general supervision (not too close)

• more supervising, less production work for manager

• attention to planning work and special tasks

• permitting employees to take part in decision making

• employee centered approach

management by objectives

democratic, control from within, precise, measurable performance objectives are established between manager and employee

transactional leadership

focus on supervision, compliance, organization and performance. compliance = reward, non compliance = punishment

scientific leadership / management

focused on physical aspect of the job and that there is one best way to do something

most costly food borne illnesses

campylobacter jejuni, salmonella, listeria, both types of e coli

cooking styles and features

• induction

• electric

• gas

• radiation

• induction: electric-magnetic vibration heat pan, no open flame, energy efficient, fast and even cooking

• electric: no flame, uneven

• gas: even, slow, open flame

• radiation: uneven, fast, lacks ability to brown

value analysis

to make sure a product’s cost is no greater than necessary to carry out function

value added

cost by which product increases at each stage in production

facets of an appropriate orientation program

• intro to company

• importance policies/practices

• benefits/services

• benefit plan enrollment

• complete employee documents

• employer expectations

• employee expectations

• intro to fellow workers

• intro to facilities

• intro to the job

skills matrix system

organizational plan that allows employees to plan growth in the organization

fire extinguishers

• A

• B

• C

• D

• K

• ordinary flammables (textile, fabric, etc)

• flammable liquids

• electrical

• metals

• cooking oils (must have one in all kitchens, near the prep area)

3 basic ethical principles

• respect for persons

• beneficence

• justice

types of purchasing

• group buying

• cooperative purchasing

• centralized purchasing

• group purchasing organization

• group buying: purchasing done by independent entities but together as a group

• cooperative purchasing: group of buyers within the same organization

• centralized purchasing: one department does purchasing for the entire organization

• GPO: entity created to leverage purchasing power of a group of businesses to obtain discounts from vendors (not a type of purchasing but an organizational type)

a regular diet in a facility meets general nutrition requirements, but…

• can be defined by the institution

• may or may not be selective

• facility may impose their own restrictions (low sodium/low sugar)

3 e’s of safety

• engineering: building/equipment safety features

• education: procedures/communication of procedures

• enforcement: committees, reports, observations

generally accepted accounting principles

• must be evidence to back up financial transactions reported

• business transactions must be kept separate from personal

• transactions must be recorded at cash cost

assets = liabilities + equity is a balance formula, not a generally recognized accounting principle

batch cooking is…

small quantities of food cooked fast, best for items that don’t hold well (cooked vegetables, rice, pasta) vs soups or stews that DO hold well in the fridge

LEED

voluntary energy efficiency rating for any BUILDING it does not have to be foodservice but can be!

which type of vending is most vulnerable to price increases over time that do NOT reflect the market value of goods? which type WILL reflect market value of goods?

prime vending (buying everything from one supplier) vs cost plus purchasing, which would be buying from someone with a fixed markup so any increase would be the market value of the good increasing

just in time purchasing

minimizes inventory by ordering products just as needed

• overstating inventory could falsely ____ cost of goods sold, ___ net income

• understating inventory could falsely ___ cost of goods sold, ____ net income

• inflate, decreasing

• decrease, inflating

spot check vs quality check

• spot check: checking only 1 carton in shipment to determine correct goods/quality

• quality check: checking that quality received = quality ordered

FOCUS-PDCA model

• Find a problem

• Organize your team

• Clarify problem (data/speaking with those involved)

• Understand the problem

• Select intervention

(then…)

• plan: analyze processes, objectives, desired output, be open minded and flexible

• do: train, establish, take action

• check: analyze the impact and establish improvements that need to be made

• act: standardize or improve the process

job applications cannot collect race, religion, sex, age, marital status but CAN …

be obtained after hiring for personnel files (EXCEPT SEXUAL ORIENTATION AND a personnel file cannot contain sensitive info like SSN)

share of mind vs share of market vs branding

• share of mind: how customer thinks or feels about brand- stays top of mind

• share of market: # of customers

• branding: a marketing strategy to communicate a recognized brand to consumers

authority types

• legitimate

• expert

• informational

• referent

• coercive

• legitimate: power derived from formal position

• expert: power derived from specialized knowledge

• informational: power derived from access/control of important information to be able to do the job

• referent: power gained by reverence/looking up to the person/thinking highly of them

• coercive: power by threat of punishment

best authority types to produce employee compliance vs best authority types to promote employee performance and satisfaction

• compliance: legitimate and expert

• performance/satisfaction: referent and expert

the budget does not ____ the goals and objectives but can serve as a ____

communicate, control device

carry over cooking

internal temp of meat with increase by 15-25F about 10 minutes after being pulled from oven

productivity =

output / input

• to increase productivity, either decrease input or increase output

systems management approach

considers both internal and external environments that impact company

traditional / classical approach to management

scalar principle, authority / responsibility increase from low to high in organizational chart, strict top to bottom chain of command and decisions made at the top

transformational management approach

link/manage/build functional systems through inspiring agents of change

functions of management

• organizing

• planning

• coordinating

• directing

• staffing

• reporting

• controlling

what is the MAJOR function of management?

which one takes up the most day to day time?

• organizing: develops formal structure through which work is defined/divided/coordinated

  • not a constant activity

• planning: broadly outlines what needs to be done, to achieve organization mission, policies, procedures

  • done periodically or ahead of time

• coordinating: interrelates the parts of a process to smooth workflow

• directing: makes and communicates decisions so that work is done correctly

  • supervising/delegating/guiding/resolving issues/motivating

• staffing: hiring/training employees

  • done intermittently

• reporting: keeps members of org informed about responsibilities (records, inspections)

• controlling: ensuring organizing and day to day work is moving towards goals/objectives (also preparing a budget is controlling)

major function = planning

most time day to day = directing and controlling

integrated staffing

organized plan to move people into, through, and out of an organization

the most successful improvements come from

• innovation

• tested on small scare

• no additional resources needed

• resulted in simpler system

• motivating to those participating

• accepted by those with differing viewpoints

unity of command vs unity of direction

• command: each person reports to one supervisor with clear reporting system

• unity of direction: all moving towards same goal

policy vs procedure … and what is a standing procedure?

• policy: guide that defines the scope of permissible activity, decision-making guide

• procedure: how to perform an activities / task

• standing procedures do not change

tannenbaum-shchmidt continuum of manager - nonmanager behavior

• scale of whether control is had by manager or employee

• appropriate balance on scale is determined by situation

• neither have complete control, and neither are without any control/responsibility

• neither side is inherently more effective than the other

line authority

direct management and supervision/authority flow from top to bottom, does not list consultants or contracting employees (and consultants should not act as supervisors because they don’t have line authority