FOOD SERVICE SYSTEMS MANAGEMENT EXAM #2 - KENT STATE UNIVERSITY

Production

it is the managerial function of converting food purchased in various stages of preparation into menu items that are served to customers in foodservice; the process by which products are created

Food production

preparation of menu items in the needed quantity and the desired quality at a cost appropriate to the particular operation

Forecasting

art and science of estimating events in the future, which provides a database for decision making and planning

Underproduction

production of less food than is needed for service

Overproduction

production of more food than is needed for service

Sweet spot

point of best value at lowest cost

Operating in the black

when revenue minus expenses is a positive value

Recipe

formula by which weighed and measured ingredients are combined in a specific procedure to meet predetermined standards

Standardized recipe

recipe that consistently delivers the same quantity and quality of a product when followed precisely

Recipe standardization

process of tailoring a recipe to suit a particular purpose in a specific foodservice operation

Ingredient room

ingredient assembly area designed for measuring ingredients to be transmitted to the various work centers

Heat transfer rate

the amount of heat from one substance to another in a given amount of time in a given space measured in British thermal units (Btu).

Batch cooking

cooking smaller quantities of menu items as needed for service

Carry-over cooking

the increase in internal meat temperature after removal from the heat source

Heat recovery time

amount of time for oil in fryer to return to optimum cooking temperature after food is added

Indirect energy

energy expended to facilitate functions that use direct energy

Direct Energy

energy expended within the foodservice operation to produce and serve meals

Composting

decomposing organic material into soil-like material; controlled application of the natural process of organic degradation

Distribution

movement of food from production to service

Centralized meal assembly

food items are prepared and assembled on trays before being transported to other locations for service

Decentralized meal assembly

the food products are produced in one location and transported to various locations for assembly at sites near the customer

Service management

a philosophy, a thought process, a set of values and attitudes, and a set of methods

Total Quality Service (TQS)

emphasizes that all quality standards and measures should be customer referenced and should help people guide the organization to deliver outstanding value to its customers

Total customer value

the combination of the tangible and intangible experienced by customers at the various moments of truth that become their perception of doing business with an organization

Paradigm

a mental frame of reference that dominates the way people think and act

Paradigm shift

a new set of rules

Cross-training

a technique being used by foodservice managers to involve employees in the total customer value concept by giving employees the opportunity to understand how the foodservice operation works and to find out what is happening in each unit

Freezer

a pattern of service in which there is poor procedural and personal service

Factory

a pattern of service that is skewed toward procedural efficiency; service may be timely and efficient, but employees are cold and impersonal

Friendly zoo

a pattern of service in which employees are very friendly, genuine, and caring, but service is slow, inconsistent, and disorganized

Quality customer service

a pattern of service in which both personal and procedural dimensions are handled well

Exceptional authenticity

perceived as authentic because what they do is done exceptionally well and executed individually

Natural authenticity

perceived as authentic because it is in its natural state, not artificial or synthetic

Influential authenticity

perceived as authentic because of influence exerted on others

Original authenticity

perceived as authentic because of its original design or being first of its kind, not a copy

Referential authenticity

perceived as authentic because of the inspiration from human history or shared memories

Pathogens

microorganisms that are harmful and can cause illness or death; can be categorized as bacteria, virus, parasites, fungi, and natural toxins

Foodborne pathogen

virus, microorganism, or other substances that cause disease

Spoilage

denotes unfitness for human consumption due to chemical or biological causes

Foodborne infection

caused by activity of large numbers of bacterial cells carried by the food into the gastrointestinal tract

Foodborne intoxications

caused by toxins formed in food prior to consumption

Aerobic bacteria

bacteria that need oxygen to grow

Anaerobic bacteria

bacteria that reproduce without oxygen

pH value

degree of a food's acidity or alkalinity

Contamination

the presence of harmful substances in food; can occur naturally or be caused by humans or the environment; typically is categorized as biological, physical, or chemical

Hazard

unacceptable contamination of food

Cross-contamination

transfer of microorganisms from one food product to another

Food allergy

the body's immune system reaction to certain foods; symptoms include itching or swelling in or around the mouth, face, and scalp; tightening in the throat; wheezing or shortness of breath; hives; abdominal cramps, vomiting or diarrhea; loss of consciousness; and even death

Potentially hazardous foods (time/temperature control for safety food)

food items that require temperature control because they are capable of supporting growth of pathogenic microorganisms or toxin formation

Temperature danger zone

the temperature range at which various pathogenic microorganisms flourish, generally between 41°F and 135°F

Hazard Analysis Critical Control Point (HACCP)

a model developed initially for quality control in the food processing industry, with special emphasis on microbial control

Critical control points

locations in the food product flow where mishandling of food is likely to occur

Clean

free of physical soil and with an outwardly pleasing appearance

Sanitary

free of disease-causing organisms and other contaminants

Scrapping

disposing of fragments of discarded or leftover food in the dishwashing process

Ware washing

process of washing and sanitizing dishes, glassware, flatware, and pots and pans either manually or mechanically

Thermal death time

time required at a specific temperature to kill a specified number of vegetative cells or spores

Material Safety Data Sheets (MSDS)

lists identity and physical property information about the chemical, precautions for safe handling and use, physical and health hazards, emergency and first-aid information, when the MSDS sheet was prepared, and contact information of the manufacturer; required by OSHA

Standard Operating Procedures (SOPs)

written, step-by-step instructions for routine tasks

Combustion

form of solid waste recycling in which the energy value of combustible waste materials is recovered

Recycling

act of removing materials from solid waste stream for reprocessing into valuable new materials and useful products

Sanitarian

health official or inspector who is trained in sanitation principles and methods

External audit

evaluation of the maintenance of foodservice sanitation standards performed by governmental or nongovernmental agencies

Risk

possibility of loss or injury

Risk management

discipline dealing with possibility that some future event will cause harm to an organization

ergonomics

study of how workers interact with their work environment

Bioterrorism

the intentional use biological agent or germs to cause illness

Preventive maintenance

keeping equipment and facilities in a good state of repair

Organization

a group of people working together in a structured and coordinated way to achieve goals

Management

process of integrating resources for accomplishment of objectives

Delegation

process of assigning job activities and authority to a specific employee within the organization

Coordination

process of linking activities of various departments in the organization

Efficiency

doing things right

Effectiveness

doing the right things

Authority

delegation from top to lower levels of management and the right managers to direct others and take action because of their position

Accountability

a state of being responsible to one's self, to some organization, or even to the public

Responsibility

obligation to perform an assigned activity or see that someone else performs it

Acceptance authority

authority based on the employee's acceptance of that authority

Authority of competence

authority based on a manager's competence or expertise

Formal authority

authority that exists because of position in the organization

Chain of command

clear and distinct lines of authority within an organization—who reports to whom

Skill

an ability that can be developed and that is manifested in performance

Technical skill

involves an understanding of, and proficiency in, a specific kind of activity, particularly one involving methods or techniques. Human (or interpersonal) skill Concerns working with people and understanding their behavior

Conceptual skill

the ability to view the organization as a whole, recognizing how various parts depend on one another and how changes in one part affect other parts

Planning

management functions of determining in advance what should happen

Organizing

management function of grouping activities, delegating authority, and coordinating relationships, horizontally and vertically

Staffing

management function of determining the appropriate number of employees needed by the organization for the work that must be accomplished

Directing

management function of directing human resources for the accomplishment of objectives

Controlling

management function of ensuring that plans are being followed

Objectives

goals, or end points; set the direction for all managerial planning

Policies

the guidelines for action in an organization

Procedures

chronological sequence of activities; define steps for implementation

Method

details for one step in a process

Functional manager

responsible for only one area of organizational activity

General manager

responsible for all activities of a unit

Line position

a position in the direct chain of command

staff position

a position intended to provide expertise, advice, and support for line positions

Participative management

involving employees in the decision-making process

Span of management (span of control)

numbers of employees that can be effectively supervised by one manager

Strategic planning

a continuous and systematic process in which people make decisions about intended future outcomes, how outcomes are to be accomplished, and how success is measured and evaluated