Foodservice Systems Management Exam 1: Chapter 2

What are the two definitions of quality in the foodservice system?

-"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"

What is quality an approach to?

Business

How is quality an approach to business?

-The customer through his/her satisfaction

-Aimed at performance excellence (anything less is an improvement opportunity)

-Reduces cycle times and costs

-Eliminates erros and rework

What are the disadvantages if you do not ensure high quality products?

-Customer complaints

-Terrible word-of-mouth

-Lost market share

-Missed opportunities

-Brand damage

-Recalls due to design and manufacturing flaws

What are the 5 (6?) dimensions to measure quality?

-Performance

-Reliability

-Serviceability

-Conformance

-Perceived quality

What is performance as a dimension to measure quality?

-Primary characteristics of product

-Product or service should perform as it was intended to function

What is an example of performance as a dimension to measure quality?

Chipotle's speed of service and fresh food

-Customers have been complaining about smaller portions

What does performance have an impact on?

Sales and image

What is reliability as a dimension to measure quality?

Probability of a product failing within a specified time period

What is reliability closely related to?

Performance

What does reliability depend on?

The frequency and customers' acceptance of the failure

What is an example of reliability

-Service failure

-Patient tray accuracy (85% isn't good)

-Doneness of food for guests at a restaurant

What is serviceability as a dimension to measure quality?

-Speed, competence and ease of repair

-The time and possibility of recovering the service

What happens if serviceability is not good?

It may cause customer complaints

What is conformance as a dimension to measure quality?

How well does the product or service meet the set standard?

What are pros and cons of conformance as a dimension to measure quality?

It's very measurable but may not be associated directed to customer satisfaction

What are examples of conformance as a dimension to measure quality?

Clinical RD- supposed to see 8 patients a day but only sees 7

-Foodservice- meeting a time of service standard

What is perceived quality as a dimension to measure quality?

Indirect measures may be their only basis for comparing brands (why we buy name brands)

What is an example of perceived quality as a dimension to measure quality?

Images, advertising, brand names

What are the 6 approaches to quality?

1. Continuous quality improvement (CQI)

2. Quality Assurance (QA)

3. Total quality management (TQM)

4.Kaizen

5. Six sigma (DIAIC Approach)

6.Lean

What is continuous quality improvement (CQI)?

Focused management philosophy for providing leadership, structure, training and continuous improvement

What operations are very focused on continuous quality improvement (CQI)?

Both healthcare and hospitality

What are all methods of quality focused on?

Continuous quality improvement

What is quality assurance (QA)?

A procedure that defines and ensures maintenance of standards within prescribed tolerances

What do all methods of quality use?

Quality assurance (QA)

How do all methods of quality use quality assurance?

To provide data for improvement

What is total quality management (TQM)?

Management philosophy directed at improving customer satisfaction while promoting positive change and improvement of all organizational aspects

What are the six major components of total quality management (TQM)?

1. Focus on customers

2. Change the process, not the people

3. Employee empowerment

4. Team approach to accomplish change

5. sequential change (baby steps)

6. Long-term commitment

What is the primary focus of TQM?

1. Focus on customers

How does TQM focus on customers?

Identify and satisfy their needs and expectations

What is the difference between external and internal customers?

Internal customers= staff

External customers= guests

What should be considered when changing the process, not the people?

Are you theory X or theory Y?

What should be done when changing the process, not the people?

Use a systematic approach

How should a systematic approach be used when changing the process, not the people?

Customer-focused approach to improve service quality throughout the customer journey

What is changing the process, not the people?

A continuous process of improvement

What is empowerment in regards to employee empowerment?

Managers allow their employees to act independently within their job descriptions

What does employee empowerment encourage employees' participation in?

-Identifying problems and weaknesses

-Finding solutions to improve organizational performance

What is something to consider with employee empowerment?

Are they willing?

What is involved in employee empowerment?

-Training

-Retraining

-The opportunity to acquire and develop skills

What is involved in the team approach to accomplish change?

Employees, a leader, and a facilitator assigned to a team to accomplish change

What does a team approach to accomplish change use and why?

Uses specific projects to improve product or service quality and reducing costs

What are facilitators?

usually supervisors or specialists with special training for the role

What do facilitators do?

-Consultant to the team chairperson

-Assist employees to work in a team

What are there steps to sequential change (baby steps)?

-Identifying a problem

-Determining causes

-Developing measurable improvement

-Determining the best solution

-Collecting data to measure results statistically

-Refining the solution

-Repeating the cycle

What does long-term commitment require?

-Upper-management commitment and participation

-Free and open lines of communication among all departments

What are other characteristics of TQM?

-Evidence-based decision making

-Supplier relationships

What is evidence-based decision making?

Use accurate data and analysis to drive informed decisions

What do supplier relationships do?

Work with suppliers to ensure the quality planning of raw materials

What is the belief of TQM?

If the process is right, the product or service will be right

What is kaizen as an approach to quality?

Data-driven approach and technique for eliminating defects and reducing variations in any process

What does kaizen mean?

-"Good change"

-Continuous small incremental improvements in the process on a daily basis

What is a kaizen blitz?

A small but comprehensive and actionable effort

What is a kaizen blitz a small but comprehensive and actionable effort to do?

-Identify areas for improvement in a business process

-Quickly implement recognized solutions effectively

What does "Blitz" mean?

A sudden and concerted attack

What is another way to define a kaizen blitz?

A quick "event" to solve a specific problem with a tangible solution in a short period of time

What are the 5 S's of Kaizen?

-Sort (Seiri)

-Set in Order (Seiton)

-Shine (Seiso)

-Standardize (Seiketsu)

-Sustain (Shitsuke)

What does sort (seiri) mean as one of the 5 S's of kaizen?

Remove all unnecessary items from the workplace to create a "tidy" work area

What does set in order (seiton) mean as one of the 5 S's of kaizen?

Create order by having a specific location for everything

What does shine (seiketsu) mean as one of the 5 S's of kaizen?

Standardize best practices in the workplace

What does sustain (shitsuke) mean as one of the 5 S's of kaizen?

Have discipline to maintain improved practices

What are the three stages of kaizen blitz?

-Preparation

-Kaizen event

-Implementation

How long does the preparation stage of kaizen blitz last?

14-45 days

What is done in the preparation stage of kaizen blitz?

-Identify issues that require immediate attention

-Set up the objective for your organization

How long does the kaizen event stage of kaizen blitz last?

2-10 days

What is done in the kaizen event stage of kaizen blitz?

Team members and relevant stakeholders gather to improve certain business processes

What is the kaizen event stage of kaizen blitz based on?

The data from stakeholders and customers

How long does the implementation stage of kaizen blitz last?

0-60 days

What does the length of the implementation stage of kaizen blitz depend on?

The complexity of the project

What is done in the implementation stage of kaizen blitz?

Focus on the process and achievement of the project

What is the six sigma approach?

Discipline, data-driven approach for improving quality by removing defects and their causes

What is the environment of the six sigma approach?

An environment of continuous process improvement

What does the six sigma approach provide?

It provides better products and services to customers

What does the six sigma approach use and why?

Uses DMAIC approach to measure the quality improvement

What is the DMAIC approach?

A data-driven approach used for optimizing and improving the existing business designs and processes

What is the DMAIC approach also used by?

The kaizen approach

What are the 5 steps of the DMAIC approach?

-Define the project goals

-Measure the current performance of the process

-Analyze and determine causes of defects

-Improve the process by eliminating defects

-Control and standardize future process performance

What is the lean approach to quality?

Using less human effort, space, capital, and time to make products exactly as the customer wants with fewer defects

What does the lean approach to quality do?

Minimizing waste and maximizing value for the customer

What should be remembered with the lean approach to quality?

Scientific management principles and methods

What is the first step of the lean approach to quality?

Identify the value of each product or service from the guest's viewpoint

What is the second step of the lean approach to quality?

Identify all steps in the production/service stream and eliminate any that don't create value

What is the third step of the lean approach to quality?

Ensure that the workflow remains smooth

What is the fourth step of the lean approach to quality?

Let the customer pull the product or service through the process

What are the two parts of letting the customer pull the product or service through the process ( the fourth step of lean)?

-Ensure the tasks are completed more swiftly and easily

-Reduce waste in he production cycle

What is the fifth step of the lean approach to quality?

Start the process again until perfect value is created with no waste

What is an example of the lean approach to quality?

-Sacred Heart Medical Center

-Reduce FTE, increase productivity, decrease costs and errors

What are other continuous quality improvement (CQI) approaches?

-Re-engineering

-Theory of constraints

-Quality function deployment

-Deming's 14 points

What is re-engineering as another CQI approach?

Radical redesign of the business process for dramatic improvements

What is theory of constraints as another CQI approach?

Eliminating/minimizing constraints that slow production or service

What is quality function deployment as another CQI approach?

Increased awareness of the importance of the customer's input in quality improvement

What is Deming's 14 points as another CQI approach?

Consistency of purpose toward improvement of products and services

What is the plan-do-check-act (PDCA) cycle?

A model for coordinating process improvement efforts

What are the four elements of the PDCA cycle?

-Plan

-Do

-Check

-Act

What is the plan part of the PDCA cycle?

Determine goals for a process and needed changes to achieve them

What is the do part of the PDCA cycle?

Implement the changes

What is the check part of the PDCA cycle?

Evaluate the results in terms of performance

What is the act part of the PDCA cycle?

Standardize and stabilize the change or begin the cycle again, depending on the results

What does The Joint Commission do for quality standards?

Sets standards for and accredits healthcare organizations

What has The Joint Commission evaluated?

20,500+ healthcare organizations and programs in the United States

What has The Joint Commission addressed?

Performance expectations in several areas

-Emergency management

-Nursing

-Treatment