Food Service

Commercial foodservice examples:

- Airport food - Zoos - Museums - Sports Events - Convenience stores - Full-service restaurants

What is the marketing environment? How does it impact the development of a marketing plan?

- An activity directed at satisfying the needs and wants of customers, while maintaining financial accountability (Need to determine these needs/wants) - Directing of resources/services from the company to the customer

Describe the five different components of the marketing channel.

1. Producers (farmers, ranchers) 2. Processors (slaughterhouse, mills) or manufacturers (food processing plants) 3. Distributors (manufacturers representatives) 4. Suppliers 5. Customers

Describe an A La Carte menu:

Food items priced separately. (or as a combo) Example: Ordering just the fish from a menu that serves a fish platter. They will charge you 5$ for just the fish instead of 10$ for the fish, salad, cole slaw and a drink.

What are variables that influence the marketing mix

a combination of the following to satisfy a target market: - Product - Place - Price - Promotion

Explain a Value Stream map

a complex flow chart that shows the process and flow so that the manager may determine which processes add value and which do not.

What are characteristics of a sustainable foodservice operation?

-Ecologically sound -Economically viable -Socially Acceptable

Describe a Table D'hote menu:

A Complete meal at a fixed price. Usually at hotels, you can't order food items separately. you have to get the whole meal.

Explain what a buyer has to know and do before purchasing products for a foodservice business.

A buyer should be ethical: - Integrity, maturity, courtesy, values, honesty - Objectivity needed in product evaluation - No gifts or perks should be accepted Negotiation: - Reaching a deal or compromise with another party - Skill developed over time - Improved purchasing outcomes ( vendor contracts) *Buyer beware

Explain a Flow chart

A graph that represents a step by step process. The graph shows each step in order of what will occur first.

Describe Static Menu:

A menu at a restaurant , hotel room service or hospital. - Same menu used every day - Flexibility built in thru daily special - Generally used where clientele changes daily (fast food restaurant)

What are Scatter diagrams?

A visual way to examine possible relations between two variables.

What is Accreditation Canada? How has it affected quality management in hospitals?

Accreditation is an independent, not-for-profit organization that has been improving health quality through accreditation. This affects the quality of hospitals by observing and improving these 9 areas: 1.Leadership 2.Client safety 3.Integrated Quality Improvement 4.Safe & Healthy Worklife 5.Information Management 6.Physical Environment & Equipment 7.Medication Management 8.Infection Prevention & Control 9.Safe & appropriate Service Delivery

Describe the Marketing Cycle.

Begins by identifying target market . . . Who do you want to appeal to? Specific needs/wants? Develop and promote product based on answers

What is benchmarking and how is it related to quality management?

Benchmarking involves comparing one's performance with those believed to be "best in class." Such comparisons assist managers in identifying areas on which to focus improvement efforts. It is relates to quality management by assisting in the big picture of operating practices.

Name and describe various sustainable practices that a foodservice organization might use.

Concern for the environment has prompted increased interest in sustainable practices in food production; these practices include use of more locally grown products, waste reduction, and resource conservation. Recycling: - Has become prevalent in foodservice operations. Commonly recycled products from production units include cardboard, paper, tin cans, plastics, aluminum, and glass Composting: - Organic material (food, biodegradable products) decomposes into soil-like material called compost, reduces the amount of waste in landfills and provides a natural soil additive for growers. Food Donation: - Donation of leftover foods that are still considered safe to eat but will not be reserved in the foodservice operation is another method of waste reduction.

What are the important customer and management factors that affect menu planning?

Customer: Demographics: - Age, gender, health status, educational level, ethnicity Sociocultural Influences: -marital status, lifestyle, ethnic background, religious beliefs, values Nutritional Requirements (DRIs,): - Based on area of service (restaurants, schools, hospitals, LTC facilities, correctional facilities...) Management: -Budget guidelines: Amount of % that can be spent on food must be known. Income must generate adequate revenue to cover cost of raw food, labour, operating expenses and desired profit. Production and service capabilities: - Equipment and physical facilities - Personnel (schedules, skill level) - Availability of foods (local vs imported, trends) - Style of service (seated, cafeteria, buffet, delivery) Need for ongoing menu evaluation/monitoring: - cost control, consumer acceptance.

What are the sources of energy the foodservice industry uses?

Direct energy: Refers to energy expended within the foodservice operation to produce and serve menu items at safe temperatures. - Storage - Heating - Cooling - Packaging - Reheating - Distributing Indirect energy: Refers to energy expended to facilitate functions that use energy directly. It supports the other necessary functions, like: - Waste disposal - Sanitation - Maintenance of the foodservice optimal work environment

Describe what occurs in the transformation process in the food service system? What impacts the transformation process?

During the transformation process in a food service system, functional systems work together to facilitate input (human resources etc.) and create an output (meals). It is the linking process. - Safety, sanitation and maintenance - Distribution and services - Production

How are a control chart and a flowchart different and when would you use each of them?

Flow Chart: A graph that represents a step by step process. The graph shows each step in order of what will occur first. Control Chart: A graph that represents the process and the performance over time. It illustrates what can be improved.

What is a Root cause analysis

Focuses mainly on identifying the root cause of a given problem

What is the difference between formal and informal purchasing?

Formal: Tax-supported institutions usually are required to use competitive bidding, which is optional for private institutions and commercial food services. Competitive bidding usually culminated in a formal contract between buyer and supplier. Understanding the legal implications of contract buying is important for both parties. Informal: Price quotations are given and orders made by telephone or personally with a sales person, is often used when time is an important factor.

Describe an ingredient room or area and what are the benefits of having one?

Function of the Ingredient Room: The primary function of the ingredient room is to coordinate assembly, prepreparation, measuring, and weighing of the ingredients to meet both the daily production needs and the advance preparation needs of recipes for future meals. Benefits: - In the design of a new foodservice facility, an ingredient room that can be locked should be located between the storage and production areas; in an existing facility, the ingredient room may be located in or near a storeroom, combined with the prepreparation area, or put in a designated part of the production unit. - Necessary large equipment includes refrigeration, which should be in or near the ingredient room area, and a water supply.

What are variables that influence the marketing segmentation?

Grouping individuals of target market Demographic: - age, income level, family life cycle (single, children) Geographic: - region, density (urban, rural), climate... Psychographic: - social status, lifestyle, personality... Behavioristic: - exhibited behaviour in foodservice operation (how product is purchased & used)

What are the inputs and outputs of the foodservice system?

Inputs include: -Human (labor, skills) -Materials (food, supplies) -Facilities ( space, equipment) - Operational (money, time, utilities, information) Output includes: -Meals (quality, quantity) -Customer satisfaction -Employee satisfaction - Financial accountability.

What is menu psychology and how is it used in developing a printed menu?

Meals need to look appealing. - Color - Food - Look People will not eat the food if it looks repetitive or gross. Change things up and make it look desirable.

Describe the differences in commercial and onsite foodservice menu planning.

Onsite foodservice: - Cycle menu - Cycle menus usually change depending on season of the year to take advantage of local foods. - A lot of planning Commercial foodservice: - Merchandising is the primary consideration. - Static menus used most often - All meals are usually included on one menu, or separate menus for separate meal times.

What is the difference between an open and closed system?

Open System: Interdependency of parts, leading to integration and synergy & Organizations that are in continual interaction with the environment. Closed System: Where a closed system is more isolated from its environment.

Define the term "marketing concept"

Organizations should determine the needs and wants of target markets and deliver satisfaction more effectively than competitors

Explain how overproduction and underproduction can affect cost.

Overproduction: - Generates extra costs because the salvage of excess food items is not always feasible. Leftover prepared food spoils easily and requires extreme care in handling and storage. Underproduction: - The production of less food than needed for service can increase costs as much as overproduction. Customers will be disappointed if the menu item is unavailable, and they often have difficulty in making another selection. Underproduction may involve both additional labor costs and often the substation of a higher priced item.

What is the difference between a physical inventory and a perpetual inventory?

Perpetual Inventory: -Running records of how much of a product is available - Incoming orders- added - Outgoing orders- taken away - Monitor to ensure it is not below set minimum stock levels Physical Inventory: - Actual count of product in storage areas - Usually done at set points (weekly, monthly, bi-monthly) - Often done in pairs (one should be a supervisor), with one counting and one recording - Record taken, value of inventory is kept

How are receiving, storage and inventory linked with purchasing?

Procurement is the process of obtaining the necessary food and supply items to achieve the foodservice goal of serving quality meals. Proper purchasing, receiving and storing food is the only way to ensure proper, safe and quality meals to serve to your customers.

What controls are needed in purchasing, receiving and storage to help safeguard the foodservice operation's assets?

Receiving: -After inspection of delivery, keep track of what was received. (invoices, receipts) Storeroom: -Locked -Control/authority with storeroom clerk -Authorized removal of products -Orders for removal of products for ingredient assembly/meal prep: requisitions

What is the menu Matrix?

Review this in your textbook. - Plowhorse (Popular & Unprofitable) - Star (Populat & Profitable) - Dog (Unfprofitable & Unpopular) - Puzzle (Profitable & Unpopular)

Describe a Selective, semi and non selective menu.

Selective: - At least 2 choices in every category - Maximum choice for customer -High demand on operational resources (staff, inventory) Semi-Selective: - one or more choice in at least one menu category Non-Selective: - No choice - list of alternatives often available (plain, or vegetarian)

What is onsite foodservice as opposed to commercial foodservice in terms of similarities and differences?

Similarities - Satisfying a large group of people - It takes many cooks/employees to run these types of operations Differences -Commercial is in more public areas (zoo) where onset is more personal or private areas (hospital) -Commercial is catering to a larger/wider range group of people -Onset is catering to a more specific group of people -Commercial tends to me more of a fast food while onset is more home cooked type of meals.

Describe the strategic management process.

The 3 ongoing steps in a strategic management process: - Analysis (company, SWOT, environment) - Implementation (strategires, mission, values) - Evaluation (performance) These 3 steps work together with their own qualities and objectives to obtain a strategic management process that works effectively in foodservice.

What is the Foodservice Systems Model?

The food service system model is a chart showing and demonstrating the process in maintaining quality foodservice production. Control: Plans (goals, objectives,standars, regulations) Input: human labor, materials (food supply), facilities (space and equipment), Transformation: Output: meals (quality & quantity), customer satisfaction, financial accountability Memory: records (financial,personnel) Feedback & Environmental factors.

Why is the menu considered to be the primary control of the foodservice system?

The menu is the core to all functions of of the system. The menu controls each subsystem and is a major determinant for the budget. The menu impacts everything from: - Layout - Equipment - Staff - Ingredients

What is the PDCA cycle?

The plan-do-check-act (PDCA) cycle is model for coordinating process improvement efforts. - Plan to improve operation - Do changes - Check results - Act to implement permanently

What does adjusting a recipe mean and what are the three techniques most used?

The process of tailoring a recipe to suit a particular purpose in a specific foodservice operation. - Recipe verification - Product evaluation - Quantity adjustment

What are production schedules and what are they used for?

The production schedule, frequently called the production worksheet, is the major control in the production subsystem because it activates the menu and provides a test of forecasting accuracy. The production schedule is highly individualized in various foodservices and may vary from a one-page form for manual completion to a computer program printout. Regardless of the form, certain basic information must be included on each schedule: - The unit - Production date - Meal - Actual customer count - Weather - Special events In addition, the following information must be included to make it a specific action plan: - Employee assignments - Preparation time schedule - Menu item - Over- and underproduction - Quantity to prepare - Substitutions - Actual yield - Additional assignments - Special instructions and comments - Preparation

What is TQM and what are its components?

Total quality management (TQM) Management philosophy in which processes are refined with goal of improving performance in response to customer needs and expectations. Its components are: - intense focus on the customer -concern for the continual improvement - focus on process - Improvement in quality of everything the company does. - Accurate measurements - Empowerment of the employees

Explain a "Cause and effect diagram"

Visually shows the factors that may be causing a given outcome.

Onsite foodservice examples:

- Child care - Schools, (university, college, high school, elementary) - Hospitals - Military - Employee feeding

What is a specification?

- Detailed descriptions of the products, should be concise - Clear understanding between buyer and vendor - Name, Grade/Brand, price/unit, container size, amount/container

How do you figure out the month's food cost?

- Identify needs - Inventory Stock levels - Quantity to buy - Specifications - Issuing bid requests - Developing purchase orders - Awarding contracts - Competition and pricing laws.

Define quality.

- Increases customer satisfaction - Reduces cycle times and costs - Eliminates errors and rework - Is designed by customer satisfaction.

Describe a Single use menu:

- Menu planned for a special event - Not repeated in same form - Special functions (weddings, catering events)

What is involved in creating a brand?

- Principles - Play - Place - People - Production elements - Props - Price - Promotion - Press - Performance reviews and Prizes

What are the four areas in the procurement subsystem?

- Procurement - Production - Sanitation and Maintenance - Distribution and service

What are the 5 Marketing Concepts?

- Production and concept - Product concept - Selling concept - Marketing concept - Societal marketing concept

Describe a Cycle Menu:

- Set of menus rotated at definite time intervals (few days to several weeks: common=1wk, 3wk, 8wk) -Shorter stay=shorter cycle (acute care hospital) -Longer stay=longer cycle (nursing home, correctional instituition)

What is SWOT analysis?

- Strengths - Weaknesses - Opportunity - Threats

Why is it important to have a standardized recipe?

- The ideal of every manager is to have recipes that consistently deliver the same quantity and quality product when followed precisely - Printed recipes from various sources will not guarantee uniform products in every foodservice. - Variations in ingredient characteristics, customer demands, personnel, and equipment may require alterations to the recipe or even preclude its successful use.