Food service Systems Management Exam 2: Chapter 15

What are the primary outputs of the foodservice systems?

-The quantity and quality of meals produced

-Customer satisfaction

-Employee satisfaction

-Financial accountability

How can we track the quantity of meals?

Look at POS/sales records

How does looking at POS/sales records track quantity of meals?

Can measure production - leftover = quantity

What does it mean if there's too many meals leftover?

-Waste

-Money loss

What does it meal if there's 0 meals leftover?

-May have run out

-Lost sales

-Dissatisfied guests

What is caused if there's too many meals left over or no meals leftover?

Both impact financial performance

How can you determine the quality of meals?

-Consider the ingredient quality

-Consider the production methods

-Hold taste panels with team

-Can look at sales

-Can examine plate waste

-Can conduct scientific analysis of food

How is the quality of meals determined if we hold taste panels with a team?

Assess taste, look, temperature, tenderness, etc

How is the quality of meals determined by looking at sales?

High sales show guests like it

How is the quality of meals determined by examining plate waste?

Lots may mean poor quality or too large of portions

What scientific analysis can be done to determine the quality of meals?

Sensory tests (Analytical, Affective. etc)

What are the different types of sensory tests?

-Analytical sensory test

-Affective sensory test

What does an analytical sensory test measure?

Differences and similarities of quality and quantity of sensory characteristics

Who evaluates analytical sensory tests?

A panel of specially trained persons

What does an affective sensory test measure?

Preferences, acceptance and opinions of a product that are evaluated by consumers who have no special sensory training

How do you gather guest input on quality of meals?

-Comment cards, 800#, QR codes, websites

-Staff should be trained to ask for feedback

-Managers should go ask guests

-Secret shopper assessments

-Resident Dining Committees

-Can do samples or specials to test possible new menu items

What's an example of how managers ask guests for input on meal quality?

Healthcare does meal rounds

How do secret shopper assessments gather guest input on meal quality?

Pay a service to audit your operation according to your standards but you don't know when they'll come or who they are

Where do resident dining committees gather guest input on meal quality?

In residential facilities like nursing homes

What is employee satisfaction?

The beliefs and feelings an employee has about his or her job

What are some factors that may influence employee satisfaction?

-Values

-Personality

-The work situation

-Social Influence

What types of values influence employee satisfaction?

-Intrinsic

-Extrinsic

What are intrinsic values?

Values related to the nature of the job itself

What are extrinsic values?

Values related to the consequences of work

What do intrinsic and extrinsic values impact an employee's convictions about?

-What outcomes to expect from work

-What behavior is appropriate at work

How does personality influence employee satisfaction?

It influences how people feel about their job

What factor has the greatest influence on an employee's level of job satisfaction?

The work situation

What are examples on how the work situation influences employee satisfaction?

-Job tasks

-Coworker and supervisor relationship

-The physical working environment

-Pay

-Work hours

-Job security

How does social influence impact employee satisfaction?

The influence that others and the organizational culture have on a person's attitudes and behaviors

What are aspects of financial accountability?

-Keeping proper financial records

-Communicating the financial status of the operation to the appropriate stakeholders

What is menu engineering?

A management information tool?

What does menu engineering focus on?

The popularity (menu mix) and the profitability (contribution margin) of menu items

What is the equation for the contribution margin?

Selling price - food cost = contribution margin

What does menu engineering help managers achieve?

Financial success

What is the X axis of menu engineering?

Contribution margin (profitability)

What is the Y axis of menu engineering?

Menu Mix (popularity)

What is a menu item according to menu engineering if it is in high demand and has a high profit?

A star

What is a menu item according to menu engineering if it is in high demand and has a low profit?

A plow horse

What is a menu item according to menu engineering if it is in low demand and has a high profit?

A puzzle

What is a menu item according to menu engineering if it is in low demand and has a low profit?

A dog

What should be done with the menu items that are stars?

-Maintain rigid specifications

-Special attention should be given

-Give high menu visibility

-Test for price elasticity

-Push a "sales" program

Why should star menu items be given special attention?

To ensure they are of the highest quality

Why should star menu items be given high menu visibility?

-Can be a great sales tool

-Customers tend to order items which stand out

Why should star menu items be tested for price elasticity?

To see if the customer is willing to pay more without affecting your total demand

Why should a "sales" program be pushed with star menu items?

Make sure to suggest these items when asked by customers

What should be remembered with star menu items?

Menu engineering is relative so one operations star may be another's dog

What should be done with the menu items that are plow horses?

-Don't offer as a special

-Maintain low menu visibility

-Reduce portion sizes slightly

-Find alternative ingredients

-increase the price (be careful)

-Look at labor involved

Why should menu items that are plow horses not be offered as a special?

-it does not exceed the average contribution margin

-The demand should be turned to high profit items

How should menu items that are plow horses maintain low menu visibility??

Try to hide these items on the menu

Why should menu items that are plow horses reduce portion sizes slightly?

Reduce food cost which increases contribution margin

Why should menu items that are plow horses find alternative ingredients?

See if less expensive ingredients can be utilized without sacrificing quality and consistency

Why do you have to be careful when increasing the price of menu items that are plow horses?

Price elasticity

Why should you look at the labor involved in a menu item that is a plow horse?

If it is a lot consider a careful price increase

What should be done with a menu item that is a plow horse if it is an image maker or signature item?

Hold the current price as long as possible

What should be done with the menu items that are puzzles?

-Offer as daily specials

-Give the item high menu visibility

-Reduce the price

Why should menu items that are puzzles be offered as daily specials?

-Attract consumer attention

-Increase demand is to offer an item as a "special"

Why should menu items that are puzzles be given high menu visibility?

To make it "stand out" on the menu

Why should menu items that are puzzles have their price reduced?

-The item may be overpriced

-Test for price elasticity

When should a menu item that is a puzzle be dropped from the menu?

-If it has a poor shelf life

-If it is difficult to prepare

What should be tried with menu items that are puzzles before dropping it from the menu

-Try first to decrease the price

-Try to reposition the item on the menu

-Merchandise it with chalkboards, table tents, etc

-Consider changing the name

-Limit the number of puzzles on the menu

What can be done with a menu item that is a dog?

-Drop from the menu

-Rename and describe to make more attractive

Why should menu items that are dogs be dropped from the menu?

-may serve no purpose

-may be nothing more than dead space on the menu

-You can free space, reduce clutter (may reduce inventory), and concentrate on more profit bearing items

Why should menu items that are dogs be renamed and described to make more attractive?

A catchy name and description may be all it takes to increase demand and turn a DQ into a silver or gold