Quality control and assurance in a food service

Quality can be summarized as

1. The performance two specifications (absence of defects)

2. Meeting customer expectations

   • Measured by the degree of customer satisfaction with respect to product characteristics, and features

Quality control

• A process of inspecting to determine if standards are being followed, and taking corrective action when they are not

• Is one aspect of a food service manager’s role

• Are essential at every step of the operation, from receiving product to serving customers/patients

In hospitals or institutional food service operation quality control

is a major component of assuring quality patient care

in restaurants quality control of menu items is

important to ensuring customer satisfaction

Quality management standards

details of requirements, specifications, guidelines and characteristics that products, services and processes should consistently meet in order to ensure

• their quality matches expectations

• They are fit for purpose

• They meet the needs of their users

Quality attributes of a food

• microbiological

• Nutritional

• Sensory

To maintain quality attributes of a food It requires control throughout

• procurement

• Production

• Service

what are the essential elements of product quality

• flavour

• Texture

• Appearance

• Consistency

• Palatability

• Nutritional value

• Ease of handling

• Convenience s

• Storage ability

• Packaging

factors that may cause significant quality changes

1. Spoilage due to microbial, biochemical, physical or chemical factors

2. Adverse water conditions

3. Poor sanitation and ineffective ware washing

4. Improper/ incorrect pre-cooking, cooking and post-cooking (holding)

5. Incorrect temperatures and/or times

Factors that may cause significant quality changes ( affecting flavour, texture, appearance, or consistency of a food)

1. Wrong formulation, incorrect weight/measure of food

2. Poor equipment maintenance

3. Presence of pests

4. Poor packaging

5. Carelessness

Quality assurance

procedure that involves all activities designed to ensure product and/or service quality (using standards) during planning, purchasing, storage, production and distribution

quality assurance is built into…

your processing and production

quality assurance provides assurance that

each time a product is produced, it will have the exact same quality

Quality assurance components

• meeting specifications

• Performing tests on incoming raw materials

• Having strict, documented processing procedures

• Having a functional sanitation program

• Verifying that the finished product conforms to your specifications

The need for quality assurance

1. Spend less time ‘fighting fires’ and more time on production

2. Decrease returned and/or defective product

3. Increased food safety

4. Customers associate quality with your product

5. Increased shelf life

6. A company that works towards quality improvement has happier employee and customer relations

Businesses use quality as both

A marketing tool for selling a product or service

A method to reduce production costs

What is the key to an effective quality assurance program

Continuous monitoring and evaluation to determine if quality, standards and control are being maintained in all aspects of the operation

Quality assurance can include

• Menu planning

• Purchasing

• Receiving and storage

• Production

• Distribution

• Safety and sanitation

• Security

• Equipment and maintenance

• Personnel training

• Management

Total quality management (TQM)

A management approach to long-term success through customer satisfaction

• Is based on all members of an organization participating in improving processes, products services, and the culture in which they work

• It is more of a philosophy than a quality program

Elements of total quality management

• Customer focus

• Total employee involvement ( employee empowerment, which includes some autonomy information and training value of work and communication without fear)

• Process centered

• Integrated system (systems theory

• Strategic and systematic approach

• Continuous improvement

• Fact based decision making (rational decision making)

• Communication

Responsibilities of Marketing

• evaluates quality in relation to consumer needs and willingness to pay

• Tools for collecting information

• Customer complaints

• Reports from sales representatives

• Product service (returns, expirations)

• Product liability cases

Procurement responsibilities

• procure raw materials to be used to meet quality attributes in final product

• May use one or more suppliers

• Tools to check suppliers

Tools to check suppliers during procurement

• Site visits

• Audits

• Proof of conformance (lab reports, inspection records, process control charts)

• ISO or HACCP registration provides proof of conformance

Process design responsibilities

• Food engineering responsibility

• Allow product to meet specification

If design cannot meet specifications

• Buy new equipment

• Revise Specifications

• Revise design

• Improve process

Production

• produce quality product

• Need to motivate employees by providing

  • Proper equipment (functioning)

  • Instruction

  • Quality expectations - exchange of information

  • Feedback on performance

  • Training

Apraise quality of material purchases and produced responsibilities

• proper equipment and methods to evaluate

• Calibration of equipment

• Quality control and production staff involved

packaging, storage and shipping responsibilities

• Preserve and protect incoming and outgoing products

• Certain specifications must be met

  • Temperature

  • Moisture

  • Dust

  • Vibration

  • Stacking

CEO Resposibilites

• ultimate responsibility

• Must have knowledge of quality

  • Spend time in production area to identify problems

• Direct involvement and interactions

  • Quality council

  • HACCP committee

• Development of emission statement

Pareto’s principle

80% of all wealth in this country is owned by 20% of the people

Pareto’s principle further developed by business leaders like Juan

80% of problems come from 20% of the equipment or workforce

Quality management systems

System that documents, the policies, procedures and controls necessary for an organization to create and deliver high-quality products or services to customers, and therefore increased customer satisfaction

What is quality management system based on?

Total quality management

what is the key message of the red bean experiment?

being a willing worker doing your best and trying your hardest are not enough, that by itself produces quality

What is the purpose of the Pareto principle?

focus on important issues, less emphasis on trivial ones