Foodservice Management Definitions and Tables

Chapter 8 (Safety, Sanitation, and Maintenance) - Major Foodborne Bacterial Pathogens:

1st part

Chapter 8 (Safety, Sanitation, and Maintenance) - Definitions:

Accident = unexpected event resulting in injury, loss, or damage. Ergonomics = study of how workers interact with their work environment, including equipment, the workstation, and climate. Foodborne pathogen = virus, microorganism, or other substances that cause disease. Spoilage = denotes unfitness for human consumption d/t chemical or biological causes. Contamination = is the presence of harmful substances in food. Microorganism = organisms so small it requires a microscope to be seen. Pathogen = harmful microorganisms. FAT TOM = acronym for conditions impacting bacteria growth: food, acidity, time, temp, oxygen, and moisture. pH value = degree of a food's acidity or alkalinity Time/Temperature Control for Safety Food (TCS) = food items that require temp control b/c they are capable of supporting growth of pathogenic microorganisms or toxin formation. Thermal death time = time required at a specific temp to kill a specified number of vegetative cells or spores. Aerobic bacteria = need oxygen to grow. Anaerobic bacteria = · reproduce without oxygen. Foodborne infection = are caused by the activity of large numbers of pathogenic bacterial cells carried by the food into the gastrointestinal system of the victim and causing illness. Foodborne intoxication = are caused by toxins formed in the food prior to consumption. Mold = multicellular fungi Yeast = unicellular form of fungi Pesticides = are chemicals that kill or discourage the growth of pests, which are defined as organisms that cause damage to food, making it inedible, unappealing, or unsafe. Preservatives = are used to preserve the flavor, safety, and consistency of food have been linked to food contamination. Food allergy = body's immune system reaction to certain foods. Cold chain management = temperature control throughout the supply chain delivery process or perishable foods. Cross-contamination = the transfer of microorganisms from one food product to another, by storing raw meat, poultry, and fish separate from cooked and ready-to-eat foods. Temperature danger zone = temperature range (41-135°F) in which bacteria multiply rapidly within it. Hazard Analysis Critical Control Point (HACCP) = systematic analysis of all process steps in the FS subsystems; starting with food products from suppliers and ending with consumption of menu items by customers. Hazard = unacceptable contamination of food. Critical Control points = locations in the food product flow where mishandling of food is likely to occur. Critical control points are a step or procedure in a FS process at which control can be applied and a food safety hazard can be prevented, eliminated, or reduced to acceptable levels. Standards operating procedures (SOPs) = written, step-by-step instructions for routine tasks. Calibrate = process to assure temp testing equipment is providing an accurate temp reading. Bioterrorism = intentional use of biological agents or germs to cause illness. Clean = free of physical soil and with an outwardly pleasing appearance; free of physical soil and organic matter. Sanitary = free of disease-causing organisms and other contaminants; the application of cumulative heat or chemicals on cleaned food contact surfaces that, when evaluated for efficacy, is sufficient to yield a reduction of 5 logs, which is equal to a 99.999% reduction, of representative disease microorganisms of public health importance. Material safety data sheets (MSDS) = sheet with use and safety info about a chemical. Ware washing = process of washing and sanitizing dishes, glassware, flatware, and pots and pans either manually or mechanically. Scrapping = is a dishwasher term used for disposing fragments of discarded or leftover food. Power soak = pot- and pan-washing equipment that capitalizes on the natural scouring abilities of high-turbulence, heated water. Potable water = water that is safe for human consumption. Pulper = water-filled tank in which solid waste is broken down into a slurry by a shredding device and then water is pressed out of it. Source reduction = · reducing the amount of waste going into the waste stream from a FSO (source). Recycling = act of removing materials from solid waste steam for reprocessing into valuable new materials and useful products. Composting = controlled application of the natural process of organic degradation. Combustion (incineration) = form of solid waste recycling in which the energy value of combustible waste materials is recovered. Biological solution = use of bacteria to break down animal fats and food products that clog drains. External audit = inspection program performed by governmental or nongovernmental agencies. Internal audit = · Is a self-inspection program. Sanitarian = health official or inspector who is trained in sanitation principles and methods. National Restaurant Association (NRA) = professional organization for restaurants and other FS management professionals. Joint Commission = healthcare regulatory agency that determines the degree to which healthcare organizations comply with established control standards. Academy of Nutrition and Dietetics (Academy) = professional organization for nutrition and dietetics professionals serving the public through promotion of optimum nutrition, health, and well-being. National Association of College & University Food Services (NACUFS) = professional organization for FS professionals at institutions of higher education. School Nutrition Association (SNA) = national association for professionals working with federally sponsored child nutrition programs. Institute of Child Nutrition = federally funded institute that conducts research and provides education r/t child nutrition programs. American Public Health Association (APHA) = professional organization representing all disciplines and specialties in public health. National Sanitation Foundation International (NSF International) = nonprofit, noncommercial organization that develops minimum sanitation standards for FS equipment. Underwriters Laboratory, Inc. (UL) = an organization responsible for the compliance of equipment with electrical safety standards. Preventive maintenance = keeping equipment and facilities in a good state of repair. Risk = possibility of loss or injury. Risk management = discipline dealing with possibility that some future event will cause harm to an organization.

Chapter 8 (Safety, Sanitation, and Maintenance) - ALERT identifies measures that can be take by FS operations to minimize the risk of food being subjected to tampering or criminal or terrorist actions:

Assure products received are from safe sources, Look (monitor) the security of productions in the operation, Employees know who should or shouldn't be in the area, Report and keep info r/t food defense accessible and Threat, and identify what you will do and who you will contact if there is suspicious activity.

Chapter 13 (Management of Financial Resources) - Definitions:

Auditing = is an area of accounting concerned with an independent review of accounting records. Cost accounting = involves the determination and control of cost. It focuses on assembling and interpreting cost data for use by management in controlling current operations and planning for the future. Financial accounting = area of accounting focused on summarizing, analyzing, and reporting financial transactions of organizations. Managerial accounting = area of accounting focused on creating reports and documents to aid managers in decision making. Cash basis = recognizes a transaction at the time of cash inflow or outflow. Accrual basis = is used in most organizations, recognizes revenues when earned (regardless of when the actual cash is received) and expenses when incurred (regardless of when cash is dispersed). Balance sheet = is a statement of assets, liabilities or debts, and capital or owner's equity at a given time or at the end of the accounting period. Income statement = is the financial report that presents the net income or profit of an organization for the accounting period. Uniform systems of accounts = standard methods of accounting and presentation of financial statements Assets = resources of a company. Current assets = include cash and all assets that will be converted into cash in a short period of time, generally 1 year. Fixed, or long-term assets = are those of a permanent nature, most of which are acquired to generate revenues for the business. Fixed assets are not intended for sale and include land, buildings, furniture, fixtures, and equipment, in addition to small equipment such as china, glassware, and silver. Accumulated depreciation = fixed assets generally lose value over their expected life, their initial cost is reduced by a monetary amount each year. Liabilities = debts of a company. Current liabilities = represent those that must be paid within a period of 1 year. Accrued expenses = are due but not paid at the end of the accounting period, such as salaries, wages, and interest. Fixed, or long-term liabilities = are obligations that will not be paid within the current year. An example of a long-term liability is a mortgage for building and land; annual mortgage payments due during the current year are current liabilities and reduce the long-term mortgage liability. Owner's equity = money value of a company in excess of its debts that is held by the owners. Proprietorship = · a business owned by a single individual. Partnership = a business owned by two or more people. Corporation = a business incorporated under the laws of the state with ownership held by stockholders. Internal standards of comparisons = include a review of current performance in relation to budgeted performance, past performance, or preestablished department standards. External standards of comparison = include a review of performance in relation to similar operations or comparisons with industry performance. Ratio analysis = analysis of financial data in terms of relationships, facilitates interpretation and understanding. A mathematical expression of the relationship between two items. Ratios frequently are categorized according to primary use. The major categories include the following: - Liquidity = indicate the organization's ability to meet current obligations. - Solvency = are used to examine an establishment's ability to meet its long-term financial obligations and its financial leverage - Activity = are designed to examine how effectively an organization is using its assets, such as the inventory turnover ratio and percentage of occupancy. - Profitability = measure the ability of an organization to generate profit in relation to sales or the investment in assets. - Operating = are primarily concerned with analysis of the success of the operation in generating revenues and in controlling expenses. Trend analysis = is a comparison of results over several periods of time; changes may be noted in either absolute amounts or percentages. Common-size statement = financial statement in which data are expressed as percentages for comparing results from one accounting period to another. Break-even analysis = technique for assessing financial data to determine the point at which profit is not being made and losses are not being incurred. Fixed costs (FCs) = costs that do not vary with changes in the volume of sales. Variable costs (VCs) = costs that vary directly with changes in sales. Contribution margin = proportion of sales that can contribute to fixed costs and profits after variable costs have been covered. Budget = is a plan for operating a business expressed in financial terms or a plan to control expenses and profit in relation to sales. Pro forma statement = statement that projects expected income and expenditures. Payback period = length of time for the amount invested in an asset to be recovered by sales or savings generated from the asset. Time value of money = money has a differing value over time; having $1 today is worth more than receiving $1 in the future. Net present value (NPV) = difference between the present value of future cash flows from an investment. Factor pricing/markup method = pricing method in which the price to sell an item is determined by multiplying the food cost by a predetermined factor. Markup = the difference between cost and selling price. Prime cost = cost of raw food and direct labor to prepare an item. Actual cost = all of the costs associated with making a food item. Pricing psychology = psychological aspects of pricing affect customer perceptions, which then influence the purchase decision.

Chapter 4 (Food Product Flow and Kitchen Design) - Definitions:

Food product flow = alternative paths within foodservice operations that food and menu items may follow, beginning with receiving and ending with service to the customer. Conceptual framework = loosely organized set of ideas, some simple and some complex, that provides the fundamental structure of an organization. Conventional foodservice = foods are purchased in different stages of preparation for an individual operation, and production, distribution, and services are completed on the same premises. Centralized service = plates or trays are assembled in area close to production. Decentralized service = food is transported in bulk to a location separate from production and plates or trays of food are assembled in that location. Ready prepared foodservice = menu items are produced and held chilled or frozen until heated for serving. Cook-chill = method in which menu items are partially cooked, rapidly chilled, held in chilled storage, and reheated just prior to service. Cook-freeze = method in which menu items are partially cooked, rapidly frozen, held in freezer storage, and reheated just prior to service. Sous vide = a process of sealing raw, fresh food items in plastic pouches, to allow chilled storage and then cooking in boiling water prior to service. Reduced oxygen packaging = involves placing uncooked food in special pouches, forcing the air (oxygen) out of the pouches, sealing the pouches, and creating a vacuum. Commissary foodservice = centralized procurement and production facilities with distribution of prepared menu items to several remote areas for final preparation and service. Assembly/serve = menu items are purchased prepared and require minimal cooking before service. Design = defining the size, shape, style, and decoration of a space. Layout = the detailed arrangement of the equipment, floor space, and counter space. Flow = movement of product or people through an operation. Product flow = = movement of food from receiving through production to the customer and then through ware washing trash removal. Traffic flow = movement of employees through the operation as they complete their work. Charrette = collaborative planning session (focus groups). Bubble diagram = drawing that defines spaces in the planned kitchen and the relationship of these spaces to each other with use of circles (bubbles). Program = document providing written overview of a design project. Schematic design = preliminary plans for a construction project, space drawings, proposed materials, electoral and mechanical issues, and projected costs. Blueprint = drawings to scale of a space. The blueprint shows specifically the layout of the planned spaced; the mechanical, electrical, and plumbing details; and the proposed finish materials. Specification book = collection of specifications for products or equipment for a specific operation or project. Construction documents = collection of blueprints and elevation drawings for a construction project. Direct lighting = lighting aimed at a certain place. Indirect lighting = lighting shining over a space rather than at a certain place. Lumen = the amount of light generated when 1 foot-candle of lights shines from a single source. Food-candle = measurement of illumination equal to 1 lumen of light on 1 square foot of space. Color rendering index (CRI) = measurement showing effect of a light source on the color of objects based on a 0-100 scale. The higher the CRI means that lighting is more likely to show things in their natural color. Correlated color temperature (CCT) = measure of the coolness (red, orange) to warmness (blue, white) appearance of a light. CCT is measured in Kelvins (K). Power factor (PF) = measure of how efficiently a light source uses power. Incandescent light = light bulb in which a tungsten filament is encased in a sealed glass bulb that creates light when electricity passes through the filament. Electric discharge lights = (fluorescent, mercury, vapor, halogen, high and low-pressure sodium) = light bulbs that generate light by passing an electric are through a tube filled with a special mixture of gases Ballast = device used to control the electrical current and "turn on" the light in electric discharge lights. Light-emitting diodes (LED) = an energy-efficient form of lighting that uses the movement of electrons across a semiconductor material to generate light. Negative air pressure = condition created when more air is removed from a space than is brought into the space. Positive air pressure = situation created when more air is brought into a space than is removed from the space. Ventilation = the circulation of fresh air in a space. Gauge = the weight of the material per square foot. Work design = industrial engineering term for productivity improvement to assist the worker to work more efficiently without expending more effort.

Chapter 6 (Food Production) - Definitions:

Food production = is the preparation of menu items in the needed quantity and with the desired quality, at a cost appropriate to the particular foodservice operation. Quantity = is the element that distinguishes production in foodservices from home or family food preparation. Quality = an essential concomitant of all food preparations, becomes an extremely vital consideration in mass food production d/t the number of employees involved Production = preparation of menu items in the needed quantity and the desired quality at a cost appropriate to the particular operation. Planning for production = is the establishment of a program of action for transforming of resources into products and services. Forecasting = is the art and science of estimating events in the future and provides the database for decision making and planning. Overproduction = production of more food than is needed for service. Underproduction = production of less food than is needed for service. Moving average forecasting model = time series model that uses a repetitive process for developing a trend line by averaging the number of servings for a specified number of times for the first point on the line and then dropping the oldest and adding the newest number of servings for subsequent points. Exponential smoothing forecasting = time series model that uses a repetitive process for developing a trend line by averaging the number of servings for a specified number of times for the first point on the line and then dropping the oldest and adding the newest number of servings for subsequent points Regression analysis forecasting models = causal models that are based on the assumption that the linear relationship between variables will continue for a reasonable period of time. Linear = straight line. Dependent variable (Y) = variable being studied; expected to change based on values of the independent variable(s). Independent variable (X) = variable that is changed/manipulated. Delphi technique = panel of experts who individually complete questionnaires on a chosen topic until a consensus is reached. Production scheduling =time sequence of events required by the production subsystem to produce a meal. Production schedule = written plan for production for a specific date and/or meal. Batch cooking = cooking smaller quantities of menu items as needed for service. Ingredient room = ingredient assembly area, is designed for measuring ingredients to be transmitted to the various work centers. Standardized recipe = recipe that consistently delivers the same quantity and quality of a product when followed precisely. Recipe = a formula by which weighed and measured ingredients are combined in a specific procedure to meet predetermined standards. Recipe standardization = process of tailoring a recipe to suit a particular purpose in a specific FSO. Quantity recipe = recipe that produces 25 or more servings. Informal evaluation = general assessment of product or service; no evaluation form or procedure used. Formal evaluation = detailed assessment of product or service; evaluation form used and detailed evaluation procedure followed. Handling loss = decrease in the yield of a recipe b/c of preparation process. Sweet spot = point of best value at lowest cost. Conduction = transfer of heat through direct contact from one object or substance to another. Convection = distribution of heat by the movement of liquid or vapor; may be either natural or forced. Radiation = generation of heat energy by wave action within an object. Infrared waves = type of radiation used in food production that has a longer wavelength than visible light. Microwaves = very short wavelengths that penetrate partway into food and agitate water and/or fat molecules, causing friction to create heat. Induction = use of electrical magnetic fields to excite the molecules of metal cooking surfaces. Moist heat methods = heat is conducted to the food product by water or steam. Steam-jacketed kettle = one kettle in a larger kettle with an open space, or jacket, between the two into which steam is introduced. 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). Pressure steamers = equipment that works by trapping and removing air from its cavity, causing steam pressure to build. Food is cooked by steam under pressure. PSI = pounds per square inch, used to measure steam pressure. Pressure-less convection steamer = equipment in which heat is transferred from steam to food by forced convection caused by a fan inside that encircles the food. Broiler = piece of equipment, gas or electric, that cooks food from a heat source above the food. Charboiler = either gas or electric equipment with a bed of ceramic briquettes above the heat source and below the grid. Grilling = cooking on an open grid over a heat source. Gridding = cooking of food on a flat surface (griddle) that is heated from below by gas or electricity. Clamshell = hinged or removal top with its own heat source that has been added to a gas or electric grill; permits cooking both sides of the food at one time. Deep-fat fryer = tank of oil or fat heated by gas or electricity or infrared burners into which foods are immersed; fryer has thermostatic control and fast recovery of fat temp. Heat recovery time = amount of time for oil in fryer to return to optimum cooking temp after food is added. Range oven = part of a stove, generally called a range, located beneath the cooking surface. Deck oven = oven that comes in basic sections, each with 2 shelves and its own source of heat, and that may be stacked on each other. Convection oven = oven with fan on the back wall that creates currents of hot air within the cooking chamber. Conveyor oven = oven, often called a pizza oven, with a belt running through a hot chamber on which products are baked. Impinger = conveyorized gas-fired or electric oven that cooks products from the top and bottom. Microwave oven = an oven in which food is cooked by the absorption of microwave energy by water molecules in the food. Smoker oven = oven with racks to smoke meat. Low-temp cooking and holding ovens = ovens that cook at low temps and increases meat yield. Rotisserie oven = oven fitted with a spit or basket to allow food to be rotated over a source of heat. Wood-fired oven = oven in which foods are cooked over burning wood. Flash bake oven = ovens that uses a combination of intense light and infrared energy to quickly cook foods. Combi-oven = oven that uses flow of both convected air and steam through oven cavity producing a super-heated, moist, internal atmosphere. Tilting skillet (or tilting fry pan) = floor-mounted rectangular pan with a gas- or electrical-heated flat bottom, pouring lip, and hinged cover. Convection/microwave oven = multifunction equipment that can use convection air alone, microwave energy alone, or a combination of the two. Control = is the process of ensuring that plans have been followed. Quality control = means assuring day-in, day-out consistency in each product offered for consumption. Time and temperature = critical element in quantity food production that must be controlled to produce a high-quality product. Carry-oven cooking = the increase in internal meat temp after removal from the heat source. Yield = amount of product resulting at the end of the procurement/production process. As purchased (AP) = amount of food before processing. Edible portion (EP) = o amount of food available for eating after preparation and/or cooking. Which is the weight of a menu item w/o skin, bones, and fat available to serve the customer after it is cooked. Cooking loss = decrease in yield of many foods in production primarily b/c of moisture loss. Portion control = service of same size portion to each customer. Operating in the black = when revenue minus expenses is a positive value. Table top drill = exercise that involves simulated emergency situation to test emergency plans. Composting = decomposing organic material into soil-like material. Anaerobic digestion = use of microorganisms to break down organic matter and cover it to biogas. Direct energy = energy expended within the FSO to produce and serve meals at safe temps. Indirect energy = energy expended to facilitate functions that use direct energy.

Chapter 1 (Systems Approach to a FSO) - Definitions:

Model = conceptual simplification of a real situation in which extraneous information is excluded and analysis is simplified. System = a collection of interrelated parts or subsystems unified by design to obtain one or more objectives. Input = any human, physical, or operational resource required to accomplish objectives of the system. Transformation = involves any action or activity used in changing inputs into outputs, such as activities involved in the production of food. Output = is the result from transforming the input, and it represents achievement of the system's goal. Internal Control = consists of plans, including the goals and objectives of the organization, standards, and policies and procedures. External Control = consist local, state, and federal regulations and contracts with outside companies. Control = performs 3 functions in a system - •It ensures that resources are used effectively and efficiently in accomplishing organizational objectives. •It ensures that the organization is functioning within legal and regulatory constraints. •It provides standards to be used in the evaluation of operations. Memory = includes all stored information and provides historical records of the system's operations. Environmental factors = are things that occur outside of the foodservice system yet impact some component of the system. Feedback = includes those processes by which a system continually receives information from its internal and external environment (adjusting to needed changes). Open systems = the organizations that are in continual interaction with the environment. Has a 6 unique characteristics: - Interdependency of parts, leading to integration and synergy. - Dynamic equilibrium - Equifinality - Permeable boundaries - Interface of systems and subsystems. -Hierarchy of the system. Interdependency = is the reciprocal relationship of the parts of a system. Each part of the system mutually affects the performance of the others. Integration = parts are blended together into a unified whole. Synergy = the units or parts of an organization working together may have greater impact than each of them operating separately; working together can create greater outcomes than working individually. Dynamic equilibrium (steady state) = is the continuous response and adaptation of a system to its internal and external environment, which includes all the conditions, circumstances, and influences affecting the system. Equifinality = is applied to the organization as a system. It means that a same or similar output could be achieved by using different inputs or by varying the transformation process. Permeability of boundaries = the characteristic of an open system that allows the system to be penetrated or affected by the changing external environment. Boundaries = the limits of a system, and permeability allows the system to interact with the environment. Interface = area of interdependency between 2 subtypes or 2 systems (are in contact with each other). Hierarchy = characteristic of a system that is composed of subsystems of a lower order and a suprasystem of a higher order. Subsystem = complete system within itself that is part of a larger system (but not independent), is an interdependent part of the whole system. Resources = human material, facility, and operational inputs to the FS system that are transformed into outputs. There are 4 types: - Human = labor and skills. - Materials = food and supplies. - Facilities = space and equipment. - Operational = money, time, utilities, and information. Functional subsystem = components of the transformation process that includes procurement, production, distribution and service, and safety, sanitation, and maintenance. Management functions = component of the transformation process that includes planning, organizing, staffing, directing, and controlling Linking processes = processes of decision making, communication, and balance needed in the transformation process. Decision Making = selection of a course of action from a variety of alternatives. Communication = oral, written, or computer-generated information used to transit decisions and other information. Balance = ability to maintain organizational stability under changing economic, political, social, and technological conditions. Environmental scanning = search for and acquisition of information about events and trends external to the organization. Onsite foodservice = foodservice operations in which sale of food is secondary to the goal of the organization; typically, not-for-profit. Commercial segment/foodservice = FS operation in which sale of food is the primary activity and a profit is desired. Includes a broad range of restaurants (from limited service to fine dining), lodging, food and beverage, recreation and sports, and convenience stores. Limited-service, limited-menu = fast food restaurants. Full-service restaurants = waited table service; casual dining or fine dining). Convenience store = is a retail business providing a convenient location to quickly purchase from a wide away of consumable products (predominantly food and gasoline). Onsite segment = provide meals primarily for those directly involved with the facility such as patients, students, prisoners, and employees (hospitals, schools, colleges and universities, child care, senior care, military, correctional facilities, employee feeding). Managed care = a system of healthcare where patients have been given options for physicians for care and cost of tx is set and managed by an external entity. Continuing care retirement communities = living centers for retired people with options for a continuum of care from residential living to skilled nursing care. Self-operation = means that the FS operation is managed by an employee of the company in which the FS operation is located. Partnering = is a mutual commitment by 2 parties on how they will interact during a contract with the primary objective of improving performance through communications. It is primarily a relationship of teamwork, cooperation, and good faith performance through communications: - It establishes mutual goals and objectives. - Builds trust and encourages open communication. - Helps eliminate surprises. - Enables the 2 parties to anticipate and resolve problems. - Avoids disputes through informal conflict management procedures. - Improves morale and promotes professionalism in the workforce. - Generates harmonious business relations. - Focuses on the mutual interests of the 2 parties. Contract = a legal agreement between 2 parties detailing products or services to be provided. Franchising = as the right granted to an individual or group to market a company's concepts. Franchisee = person granted a franchise. Franchisor = person who grants a franchise. Entrepreneur = person who creates and assumes risk for a new venture or business. Tends to have one or more of the following characteristics: · Willing to assume responsibility for own actions, are self-reliant, and prefer to control their resources, time, and destiny. · Enjoy taking calculated risks. · Have confidence in own ability to succeed. · Show perseverance, tenacity, and an ability to learn from both failure and success. · Are competitive. · Have a high tolerance for ambiguity. · Are organized yet flexible. Sustainability = the ability to meet needs of today w/o compromising future generations' ability to meet needs. Greenwash = inaccurate or misleading information distributed by an organization, and so on, so as to present an environmentally responsible public image. There are 4-stage model of the shades of green of an organization - • Stage 1, Legal Approach (light green) = company only does what is legally required. • Stage 2, Market Approach = company initiates some green initiatives in response to costumer preferences. • Stage 3, Stakeholder Approach = company works to meet the environmental demands of multiple stakeholders (employees, suppliers, customers, community). • Stage 4, Activist Approach (dark green) = company actively pursues ways to respect and preserve the earth and its natural resources.

Chapter 15 (Meals, Satisfaction, and Accountability) - Definitions:

Product standards = characteristics that define what is expected in a food product. Quality = the production of the highest possible quality food. Product evaluation = is an important component of assessing the quality of meals served. Comparison of product characteristics to a standard. Sensory analysis = is defined as a science that measure the texture, flavor, and appearance of food products through human senses. Sensory panels = are relatively small, ranging from 6-12 persons who are trained to judge quality characteristics and differences among food items. Consumer panels = usually includes 50-100 persons who are reasonably representative of the target market. The objective in using consumer panels is to evaluate acceptance of, or preference for, a menu item Analytical sensory test = differences and similarities of quality and quantity of sensory characteristics that are evaluated by a panel of specially trained persons, commonly identified as a trained panel. Affective sensory test = preference, acceptance, and opinions of a product that are evaluated by consumers who have no special sensory training, commonly identified as an untrained panel. Discrimination sensory test = this test determines detectable differences among food items. Descriptive sensory test = quality control and recipe development both depend on descriptive tests to provide information about certain sensory characteristics. Discriminatory tests = such as difference tests and ranking, panelists do not need extensive training and large panels are not required. Paired comparison test = can be used to differentiate between a pair of coded samples on the basis of some specified characteristic, such as sweetness, crumbliness, moistness, when chewing, lightness, or degree of browning. Ranking test = extends the paired comparison test to 3 or more coded samples, and panelists are asked to rank them by intensity of the characteristics that differentiate the products. Affective test = The number and type of panelists are an important issue. Such tests are made to determine the response of the consumer to the product. Hedonic scale = A comparison of the attribute intensity information from the discrimination testing and the relative preference date might suggest changes for the next test run, which likely would involve adjustments in the ingredient quantities, cooking times, procedures, or serving methods. Customer satisfaction = is a critical output of the foodservice system. Is a positive, neutral, or negative feelings about the value received from a product. Plate waste = amount of food left on the plate, is a method used as a measure of food acceptability. Observation = is a method that requires trained observers to estimate visually the amount of plate waste. Self-reported consumption = is another technique for measuring plate waste in which individuals are asked to estimate their plate waste using a scale similar to one used by trained observer. Mystery shoppers = persons unknown to customers and employees who eat in a FS operation and evaluate their own experiences and those of other customers. Employee satisfaction = v is the beliefs and feelings an employee has about his or her job. Has 4 factors: - Personality = influences how a person thinks and feels about his or her job. - Values = include both intrinsic (r/t the nature of the job itself) or extrinsic (r/t the consequences of work) components. Values impact an employee's convictions about what outcomes to expect from work and what behavior is appropriate at work. - Work situation = often is believed to have the greatest influence on an employee's level of job satisfaction. The work situation includes tasks employees perform, the individuals with whom they interact, the physical environment in which they work, and the way in which the organization treats employees as evidenced by things such as pay, work hours, and job security. - Social influences = is the influence that others and the organizational culture have on a person's attitudes and behaviors. Financial accountability = includes not only keeping the proper financial records but also communicating appropriately the financial status of the operation to the appropriate stakeholders. Menu engineering = is a management information tool that focuses on both the popularity (menu mix) and the profitability (contribution margin) of menu items.

Chapter 5 (Procurement/Obtaining) - Definitions:

Purchasing = activity concerned with the acquisition of products, both food and nonfood. Buyer = is the person who purchases goods and services. Profit center = department that generates revenues greater than its expenses and creates profit for the organization. Cost center = department that has expenses but doesn't generate profits to cover those expenses. Market = medium through which a change in ownership moves commodities form producer to customer. Producer = someone who produces raw food to sell. Processor = organization that takes raw food items and transforms them into packaged products for sale to consumers or FSOs. Distributor = wholesaler responsible for transferring products from the processor or manufacturer to the supplier. Wholesaler = distributor that purchases from various manufacturers or processors, provides storage, sells, and delivers products to suppliers. Full or broadline wholesalers = wholesalers who carry large varieties of stock, permitting the buyer to purchase everything from one wholesaler. Specialty wholesalers = distributors that specialize in a particular product category. Special breed distributors = specialists that purchase products directly from processors and hire a distributor to deliver the products to their clients. Wholesale club or supermarket = companies that carry institutional and large bulk home-sized food and supply items. Broker = independent sales and marketing representative who contracts with manufacturers, processors, or prime-source producers to sell and conduct local marketing programs with wholesalers, suppliers, or FSO. Manufacturers' representative = distributor who represents a manufacturing company and informs suppliers of products by this manufacturer. Supplier = organization that offers products for sale. Prime vendor = single-source vendor. Sustainable agriculture = integrated system of plant and animal production practices that will satisfy human food and fiber needs, enhance environmental quality, promote efficient use of nonrenewable resources, sustain the economic viability of farm operations, and enhance the quality of life for farmers and society. Organic = grown/raised in an organic production process that eliminates use of synthetic fertilizers, herbicides, and pesticides; is government inspected; and is tracked from farm to table. Certified organic = US government certification that food products must be grown/raised in an organic production process on farms that are inspected by government certifying agencies and are tracked from production through sale to the consumer. Locally grown foods = foods grown/raised in geographic proximity to the buyer; often 50-100 miles. Good Agricultural Practices (GAP) = practices followed by local growers/producers to assure food safety. Carbon footprint = measure of one's impact on environment based on the amount of greenhouse gases (carbon dioxide) generated/produced directly or indirectly to support human activity. Standards of identity = federal standards that identify what a given food product contains. Standards of quality = federal standards for product quality attributes such as tenderness, color, and freedom from defects. Standards of fill = federal standards that identify how full a container must be. Irradiation = exposure of foods to gamma rays or radiant energy to reduce harmful bacteria. Radura = international symbol for irradiation. Genetically engineered foods/Genetically modified organisms (GMOs) = food whose genetic structure has been altered by adding or eliminating genes to enhance qualities of the product. Nutrition labeling = regulations issued by the FDA and the USDA's Food Safety and Inspection (FSIS) for nutrition information documented on labels and menus. Food Safety and Inspection Services = federal agency responsible for ensuring that meat and poultry products destined for interstate commerce and human consumption do not pose any health hazards. Value analysis = methodical investigation of all components of an existing product or service with the goal of discovering and eliminating unnecessary costs w/o interfering with the effectiveness of the product or service. Value = perceived relationship between quality and price. Quality = features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. Quantity = desired amount. Service = wide variety of intangible factors influencing the satisfaction of the buyer. Specification = statement understood by buyers and suppliers of the required quality of products, including allowable limits of tolerance. Technical specification = specification that indicates quality by objective and impartial test results. Approved brand specification = specification that indicates quality by specifying a brand name or label. Performance specification = specification that indicates quality by functioning characteristics of the product. Quality Grade = grade based on palatable qualities of a product, such as tenderness and juiciness and flavor. Can cutting = evaluation process in which cans of different brands are opened and compared before placing major orders. Bid buying = buyer decides which supplier will be chosen for the order based on bids submitted from the seller. Bid = a price quotation from seller. Daily bid = price quote from a supplier that is good for a very limited amount of time, typically 1-3 days. Line-item bidding = bidding method in which each supplier quotes a price on each product on the buyer's list, and the one offering the lowest price receives the order for the product. All-or-nothing bid = bidding method in which suppliers are required to quote the best price on a complete list of items and lowest overall bid is awarded the order. Law of agency = buyer's authority to act for the organization, the obligation each owes the other, and the extent to which each may be held liable for other's actions. Agent = individual who has been authorized to act on behalf of another party, known as the principal. Principal = entity who is financially responsible for the transaction. Agency = business relationship between the agent and principal. Law of warranty = guarantee by the supplier that an item will perform in a specified way. Law of contract = a contract is a signed agreement between two or more parties r/t the purchase of a product or service. Contract = legal agreement between 2 parties detailed products or services to be provided. Competency (in contracting) = persons involved in agreement have full capacity and authority to enter into a contract. Legality (in contracting) = contract does not conflict with any existing federal, state, or local regulations or laws. Supplier = often identified as a seller or vendor, is a person who offers products for sale. Buyer = often called a purchaser, has charge of the selection and purchasing of products. Invoice = document prepared by the supplier that includes product name, quantity, and price. Requisition = form used by a foodservice manager to request items from a purchasing manager or department. Purchase order = document completed by the buyer and given to the supplier listing items to be purchased. F.O.B. = (free on board) means that products are delivered to a specific place with all transport charges paid. F.O.B. origin = buyer selects freight company, pays freight charges, and owns products during transit. F.O.B. destination = buyer pays freight charges, but seller owns product during transit. Receiving = activity for ensuring that products delivered by suppliers are those that were ordered. Storage = holding of products under proper conditions to ensure quality until time of use. Theft = premeditated burglary. Pilferage = inventory shrinkage caused by employees stealing food. Inventory = is a record of material assets owned by an organization. Physical Inventory = periodic actual counting and recording of products in stock in all shortage areas. Perpetual Inventory = purchases and issues continuously are recorded for each product in storage, making the balance in stock available at all times. Just-in-time (JIT) purchasing = purchasing of products for immediate production and consumption by the consumer w/o having to record it in inventory needs. Universal product code (UPC) = system for uniquely identifying products that consists of a rectangular box with vertical lines of various widths. Inventory turnover = estimate of how rapidly products is being brought in and used. ABC inventory method = tool for classifying products as A, B, or C according to value, with A being the highest value B being medium value, and C being low value. Mini-max method = tool for controlling inventory by establishing lower and upper levels for each product in storage. Safety stock = backup supply to ensure against sudden increases in product usage rate, failure to receive ordered products on schedule, receipt of products not meeting specifications, and clerical errors in inventory records. Maximum inventory = highest quantity desired to be in inventory. Lead time = interval between the time that a requisition is initiated and receipt of the product. Usage rate = how rapidly a product is used. Reorder point = lowest stock level that safely can be maintained to avoid emergency purchasing. Minimum inventory = lowest quantity that safely can be maintained in inventory to avoid a stock-out or emergency purchasing. Economic order quantity (EOQ) = inventory concept based on sensible balance of ordering cost and holding cost. Actual purchase price = inventory valuation method involving pricing inventory at the exact price of each product. Weighted average = inventory valuation method in which weighted unit cost is used and is based on both the unit purchase price and the number of units in each purchase. FIFO = first in, first out. LIFO = last in, first out. Latest purchase price = inventory valuation method in which the last price paid for a product is used. Ethics = principles of conduct governing an individual or business. ·Personal ethics = person's principles derived from religion, values, morals, or philosophy of life that govern conduct. Business ethics = self-generating principles of moral standards to which a substantial majority of business executives in a firm gives voluntary assent. Code of ethics = set of rules for standards of professional practice or behavior established by a group.

Chapter 2 (Managing Quality)- Definitions:

Quality = The 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. Quality assurance (QA) = a procedure that defines and ensures maintenance of standards within prescribed tolerances for a product or service. Total quality management (TQM) = a management philosophy directed at improving customer satisfaction while promoting positive change and an effective cultural environment for continuous improvement of all organizational aspects. Customer = anyone who is affected by a product or service and may be external or internal. External Customer = recipient of product and series that do not belong to the organization that produces them. Internal Customers = those who belong to the organization that produces products and services. Empowerment = is the level or degree to which managers allow their employees to act independently within their job descriptions. Continuous quality improvement (CQI) = a focused management philosophy for providing leadership, structure, training, and an environment in which to improve continuously all organizational processes. Six Sigma = a disciplined, data-driven approach for improving quality by removing defects and their causes. Kaizen = a Japanese philosophy emphasizing incremental and continuous improvement in every aspect of daily life. Quality circles = small groups of employees who work together on quality improvement. Reengineering = Radical redesign of business processes for dramatic improvement. Process = is a complete end-to-end set of activities that together create value for a customer. A group of activities that produce a product or service. Lean = using less human effort, less space, less capital, and less time to make products exactly as the customer wants with fewer defects than occur in mass production. Theory of constraints = concentration of exploiting and elevating constraints that slow production or service. Constraints = is anything in an organization that keeps the organization from reaching its goals. Quality function deployment (QFD) = quality design method to help organizations transform the voice of the consumer into a product or service. Benchmarking = comparison against best performance in the field. Cause and effect diagram (ishikawa or fishbone diagrams) = illustrate the factors that may influence or cause a given outcome. Pareto analysis = often called 80/20 rule b/c 80% of a given outcome typically results from 20% of an input. Analysis that focuses on the most important causes to solve problems. Root cause analysis = focuses on identifying the root cause if a given problem. Flowchart = are a graphical representation of the steps in a process. Failure mode and effects analysis (FMEA) = involves identification of potential failures that might occur in a process, evaluates the severity of the consequences, and plans for eliminating or minimizing the impact of the failure. Value stream map = is a complex flowchart documenting processes and flows to help a manager determine which processes add value and which do not. Check sheet = are a tool for collecting data about observations. Histogram = are bar graphs that are used to display graphically the frequency distribution of data. Control chart = are a graphical record of process performance over a period of time. Scatter diagram = provide a visual way to examine possible relationships between two variables. Plan-Do-Check Act (PDCA) = is a model for coordinating process improvement efforts. Gantt chart = are a type of bar chart used to show a project implementation schedule.

Chapter 15 (Meals, Satisfaction, and Accountability) - Techniques to Assess Customer Satisfaction:

Walk-through audits = involves the manager walking through the operation, observing, and evaluating the food, the service, and the appearance of the operations. Talking with guests = and carefully listening to their responses is one of the best ways for a manager to assess customer satisfaction. Customer comment cards = as a means for gathering input from their customers. Exit interviews = often are difficult to conduct b/c the customers are ready to leave and may not appreciate being asked to stay to provide information r/t their dining experience. Mystery shopper reports = are individuals hired to dine in a foodservice operation as customers and then to prepare a report evaluating their experience and those of other diners. Customer surveys = may be developed by the manager of a foodservice operation or may be purchased from a consulting firm. Focus groups = involve discussions with a group of 5-15 individuals to gather more specific information.

Chapter 1 (Systems Approach to a FSO)- The organization as a system:

input -> transformation -> output

Chapter 8 (Safety, Sanitation, and Maintenance) - Bacterial growth curve in 4 phases:

· Lag phase—initial stage where, although bacterial cells exist, little to no growth occurs. · Log phase—a period of rapid growth in a relatively short period of time. · Stationary phase—the rate of growth is slowed and eventually stops as bacterial cells begin to die. · Death phase—bacterial cells die more rapidly; new cells are created due to lack of nutrients and the excess waste the cells create.

Chapter 7 (Distribution and Service) - 5 genres of perceived authenticity and suggest businesses will be more successful if they incorporate authenticity in their strategic planning:

· Natural authenticity = perceived as authentic b/c it is in its natural state, not artificial or synthetic. Example: organic foods and handmade soap. · Original authenticity = perceived as authentic b/c of its original design or being 1st of its kind, not a copy. Example: iPod and Coca-Cola in glass bottles. · Exceptional authenticity = perceived as authentic b/c what they do is done exceptionally well, executed individually. Example: Nordstrom, Ritz-Carlton, and Cuban cigars. · Referential authenticity = perceived as authentic b/c of the inspiration from human history or shared memories. Example: the Chinese tea ceremony and neon lights in Las Vegas. · Influential authenticity = perceived as authentic b/c of influence exerted on others, calling human beings to a higher goal. Example: Hard Rock Café's "Save the Planet" environment slogan and The Eden Alternative elderly housing.

Chapter 3 (The Menu) - General Considerations of potential misrepresentations on a menu:

· Quantity = misleading or unclear terms describing portion size and amount being served should be avoided. · Quality = federal and state standards of quality grades exist for many products, including meat, eggs, dairy products, F/V, and should be accurately used. · Price = extra charges for service or special requests for food items should be brought to the customer's attention. · Brand names = any product brand that is advertised must be the one served. · Product identification = the products being served or the substitute being used must be clearly identified on the menu. · Points of origin = claims of origin should be accurately documented. Geographic names used in a generic sense, such as New England clam chowder, are permitted. · Merchandising terms = terms for specific products need to be accurate. Example: flown in daily could only be used if the product was flown in daily. · Means of preservation = for preservation, food may be canned, chilled, bottled, frozen, or dehydrated. If a method is identified on the menu, it should be correct. · Foods preparation = any descriptions of food preparation techniques should accurately describe what preparation method was used. · Verbal and visual presentation - if a picture of a meal or menu item is shown, the actual meal or menu item must be identical. · Dietary and nutritional claims - misrepresentation of nutritional content of food is not permitted. The US Food and Drug Administration has defined required nutrient content for claims such as low calorie and fat-free.

Chapter 7 (Distribution and Service) - Seven-step gracious problem-solving process to help increase the potential for a positive service recovery:

· The service provider LISTENS carefully to the complaint or problem. · The service provider REPEATS the complaint or problem to get acknowledgement that the customer has been heard correctly. · Somewhere along the way, the service provide APOLOGIZES to customer, regardless of who is responsible for the problem or complaint. · The service provider ACKNOWLEDGES the guests feelings (anger, frustration, disappointment, etc.). This is an important step that helps establish a non-defensive problem-solving approach. · The service provide MAKES problem solving a 2-way process by asking the customer how he or she would like the problem resolved. · The service provider EXPLAINS what actions can be taken to solve the problem or revert a wrong into a right. · The service provider SAYS "thank you" to the guest for bringing the problem or complaint to his or her attention.

Chapter 3 (The Menu) - To influence menu selections for the customers:

- Print style and size - Paper type and color - Ink color, graphic illustrations, and designs. - Placement on a page. Showcase items - - Give thought to otherwise overlooked items. - Not a technique used to manipulate = make customers buy things that they don't want.

Chapter 8 (Safety, Sanitation, and Maintenance) - Major Foodborne Bacterial Pathogens:

2nd part

Chapter 7 (Distribution and service) - Definitions:

Distribution = movement of food from production to service. Service = presentation of food to the customer. Automated guided vehicles (AGVs) = mobile robots used to move carts and supplies. Decentralized meal assembly = the food is prepared in one location and transported in bulk to a location separate from production and plates or trays of food are assembled in that location. Centralized meal assembly = plates or trays of food are assembled in area close to production. Scripting = employee predetermined text designed for particular situations. Home meal replacement = meal similar to one that is prepared in the home that can be purchased from a FSO and taken or delivered to the home. Service management = is a philosophy, a thought process, a set of values and attitudes, and a set of methods that focuses the managers on the importance of service. Total quality service (TQIs) = based on the assumption that all quality standards and measures should be customer referenced and help employees guide the organization to deliver outstanding value to customers. Paradigm = mental frame of reference that dominates the way people think and act. Changing the way one views a situation. 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 shift = a new set of rules; changing the way one views a situation. Cross-training = is a technique being used for FS mangers to involve employees in the total customer value concept.

Chapter 12 (Management of Human Resources) - Definitions:

Human resources management = management of all aspects of human resources from recruitment through termination. Scientific management = systematic approach to improving worker efficiency by using performance standards and time studies. Human resources planning = process of making provisions for the movement of people into, within, and out of an organization. Staffing tables = pictorial representations of all jobs with the number of employees in those jobs and future employment requirements. Skills inventory = information on each employees' education, skills, experience, and career aspirations. Job analysis = process of obtaining information about jobs by determining the duties and tasks or activities of those jobs. Job description = tasks, duties, and responsibilities of a job; the job's working conditions; and the tools, materials, and equipment used to perform it. Job title = name of job; gives an indication of level in the organization and degree of authority the job possesses. Job identification = information about a job such as location of job, to whom the employees reports, and often the number of employees in the department and the Directory of Occupations code number. Job duties = statements of job responsibilities that usually are arranged in order of importance that should indicate the weight or value of each job. Job specifications = list of abilities, skills, and other credentials needed to do the job. Performance = degree of accomplishment of tasks that make up an individual's job. Performance standards = desired results at a definite level of quality for a specified job. Job design = process concerned with structuring jobs to improve organization efficiency and employee job satisfaction. Job = is a set of all tasks that must be performed by a given employee. Job enlargement = increase in the total number of tasks employees perform. Job enrichment = increase in opportunities for responsibility, achievement, growth, and recognition. Equal employment opportunity = policy of equal employment (nondiscrimination) for all. Equal employment opportunity commission (EEOC) = federally appointed organization that makes equal employment policy, enforces employment provisions of civil rights legislation, and rules on discrimination charges that are filed with the EEOC. Discrimination = prejudice or unfair treatment of individuals or groups based on certain characteristics. Bona fide occupational qualification = quality or attribute protected under discrimination laws that employer may specify as a job qualification. Seniority = length of employment at a particular institution. Sexual harassment = form of gender discrimination in violation of Title VII of the Civil Rights Act of 1964. Affirmative action = employers are required to analyze their workforce and develop a plan of action to correct areas of past discrimination. Diversity = defined as the differences in demographic characteristics among individuals such as age, sex, race, religion, culture, national origin, and lifestyle. Recruitment = process of locating and encouraging potential applicants to apply for a job opening. Selection = process of comparing applicant knowledge, skills, and abilities to those required of a position and choosing applicant most qualified. Reliability = ability to produce consistent results. Validity = ability to produce accurate results. Structured interview = interviewer asks same specific questions of all interviewees. Situational interview questions = questions that ask what behaviors an interviewee would display in a hypothetical situation. Behavioral interview questions = questions that encourage descriptions of behaviors an interviewee would display in a hypothetical situation. Unstructured interview = interviewer allowed the freedom to ask questions he or she believes are important rather than only asking specific, predetermined questions. Personal biases = when personal preferences alter objective decision making. Halo effect = when a single trait dominates the assessment of another individual. Orientation = is the formal process of familiarizing new employees with the organization, job, and work unit. Training = ongoing process of updating skills of an employee. Management development = programs designed to improve the technical, human, and conceptual skills of managers. On-the-job training = training an employee by having them work with another employee. Off-the-job training = training that occurs outside the workplace. Performance appraisal = comparison of an individual's performance with established standards for the job. Rating scales = dimensions on which an employee is rated on a 3-to-5-point scale for measuring quality of performance. Management by objectives = technique used for performance appraisal in which managers and their superiors agree on the objectives to be achieved, usually for a 1-year period. Promotion = change in job to one at a higher level in the organization. Succession planning = planning for qualified individuals to be available to assume management positions as they become available. Demotion = change in job to one at a lower level in the organization. Transfer = change in job to one at approximately the same level elsewhere in the organization. Separation = voluntary or involuntary termination of a job. Discipline = action against an employee who fails to conform to the policies or rules of an organization. Employee assistance program (EAP) = program that provides diagnoses, counseling, and referral for advice or treatment for problems r/t alcohol or drug abuse, emotional difficulties, and marital or family difficulties. Compensation = financial remuneration by employers to employees in exchange for their work. Benefits = noncash compensation given to employees by their employer as part of their employment. Staffing = management function that determines the appropriate number of employees by the organization for the word that must be accomplished. Scheduling = assigning employees to specific work hours and days. Split-shift scheduling = scheduling that assigns employees to work with extra staff at peak times of business that requires an employee to split their shift between two or more time periods in the same day with a period of not working in between the shifts. Productivity level = amount of work accomplished in specified period of time, such as meals produced per labor hours Full-time equivalents (FTEs) = number if total hours worked in a week divided by 40 (the number of hours worked by one full-time employee) to determine the number of full-time equivalent employees. Meal equivalent = calculation of numbers of snacks, nourishment, and paid meals into a common number of meals. Shift schedule = staffing pattern for set blocks of time, usually 8 hours, with all employees starting at the same time regardless of idle time in the operation. Staggered schedule = work schedule in which employee work hours begin at varying times to meet the needs of the FSO. Labor relations = interaction between management and labor union. Collective bargaining = negotiation between management and the union on terms of the collective agreement between them. Union steward (shop steward) = union employee who is elected to represent other union members in their relations with an immediate supervisor or other managers. Business representative = hired by the local union to manage the union and also to settle a member's grievance if the steward was not successful. Union salting = union organizers who apply for positions in non-unionized companies and when hired, work to form a union of the employees. National Labor Relations Board (NLRB) = federally appointed group who hold secret ballot elections to determine union representation of bargaining groups and interprets and applies laws concerning unfair labor practices. Bargaining unit = group of jobs represented in the union contract negotiations. Mediator = a third party who attempts to establish a channel of communication between the union and management but has no power to force a settlement. Arbitrator = a third party who hears disputes between the union and management and makes a decision that is binding to both parties. Productivity = ratio of output and input. Work measurement = method of establishing an equal relationship between the amount of work performed and the human input to do the work. Activity analysis = continuous observation for chronological record of the nature of activities performed by individual workers. Occurrence sampling = method for measuring work and non-work time of employees in direct and indirect activities and for measuring operating and downtime of equipment. Master standard data (MSD) = seven basic elements of work are combined into larger, more condensed elements.

Chapter 15 (Meals, Satisfaction, and Accountability) - Categorization of Menu Items:

- Stars = these menu items are highly profitable and popular. Managers should maintain standards for these items and promote them. - Plow Horses = these menu items are very popular but not very profitable. Managers might consider trying a price increase for these items to make them more profitable. - Puzzles = these items are very profitable but not very popular. Managers might consider whether to continue to offer these items. - Dogs = these items are not profitable nor are they popular. Managers should consider eliminating these items from their menu.

Chapter 8 (Safety, Sanitation, and Maintenance) - Several factors will affect the cleaning process:

- Type and condition of dirt = certain types of dirt require special cleaning methods. - Water hardness = cleaning is more difficult with hard water as the minerals in the water react with the cleaning detergent and decrease its effectiveness. - Water temp = hot water aids in dissolving detergent and loosening dirt. - Surface to be cleaned = some surfaces require special cleaning supplies and techniques. - Agitation or pressure = additional pressure may be needed to remove dirt. - Length of tx = longer exposure to determent makes cleaning easier.

Chapter 7 (Distribution and Service) - Six-step approach to a quality customer service:

- Understand customer procedural and personal service expectations. - Establish a quality service culture and leadership climate - Institute clear and concise service-delivery standards. - Incorporate service standards into organizational systems. - Assess progress and reward success. - Continually work on improving quality service.

Chapter 3 (The Menu) - Key elements used in menu psychology:

- Eye gaze motion = the eye will travel in a set pattern when viewing the menu. Thus, the center of threefold menu is considered the prime menu sales area. - Primacy and recency = position menu items you want to sell more of in the first and last positions within a category as the first and last things a customer reads. These are the items more likely than others to be chosen. - Font size and style = increase the size of font to attract the customer's attention to an item; decrease the size to deflect attention from an item. Avoid the use of fonts that are difficult to read, especially in dim lighting. - Color and brightness = increase the brightness, color, or shading of visual elements to attract customer attention. - Spacing and grouping = use borders around items or placement of items together within a space to draw attention to items.

Chapter 8 (Safety, Sanitation, and Maintenance) - FAT TOM:

- F is for Food = specifically, carbohydrates and proteins. - A is for Acidity = a pH of 4.6 to 7.5 is ideal. - T is for Temperature = growth is best between 41°F and 135°F (5°C and 57°C) - T is for Time = food should be in the temperature danger zone for limited amounts of time. - O is for Oxygen = some need oxygen, others do not. - M is for Moisture = water activity (Aw) of 0.85 or higher is ideal for growth.

Chapter 7 (Distribution and Service) - Model of quality service that describes 4 basic patterns of customer service:

- Freezer = a pattern of service in which there is poor procedural and personal service; it conveys the message, "we don't really care about you." - Factory = a pattern of service that is skewed toward procedural efficiency; service may be timely and efficient but employees are cold and impersonal, leaving customers with the impression, "you are a number, we are here to process you as efficiently as we can." - Friendly zoo = a pattern of service in which employees are very friendly, genuine, and caring, but service is slow, inconsistent, and disorganized; it sends a message to the customer that "we are trying hard, but we don't know what we are doing." - Quality customer service = a pattern of service in which both personal and procedural dimensions are handled well; it conveys the message, "we care about you, and we deliver."

Chapter 9 (Management Principles) - Definitions:

Management = process of integrating resources for accomplishment of objectives. Organization = group of people working together in a structured and coordinated way to achieve goals. Authority = delegation from top to lower levels of management and the right of managers to direct others and take action b/c of their position. Responsibility = obligation to perform an assigned activity or see that someone else performs it. Accountability = a state of being responsible to one's self, to some organization, or even to the public. Efficiency = doing this right. Effectiveness = doing the right things. General manager = responsible for all activities of a unit. Functional manager = responsible for only one area of organizational activity. Interpersonal roles = according to Mintzberg, interpersonal roles focus on relationships and includes figurehead, leader, and liaison roles. Figurehead role has been described by some management experts = as the representational responsibility of management. Leader role = The manager in charge of an organization or unit also is responsible for the work of the staff. Liaison role = dealing with people both inside and outside the organization. Informational roles = according to Mintzberg, informational roles focus on communication and includes monitor, disseminator, and spokesperson roles. Decisional roles = According to Mintzberg, decisional roles determine new courses of action and unit strategies and include entrepreneur, disturbance handler, resource allocator, and negotiator roles. Skill = As defined by Katz, an ability that can develop and is manifested in performance. Technical Skill = understanding of, and proficiency in, a specific kind of activity, particularly one involving methods or techniques. Human skill or interpersonal skill = concerns working with people and understanding their behavior. Conceptual skill = 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. Goals = desired future conditions that individuals, groups, or organizations strive to achieve. Objectives = goal, or end point, that sets direction for managerial planning. Policy = general guide to organizational behavior developed by top-level management. Procedures = chronological sequence of activities. Method = details for one step of a procedure or process. Standing plans = plans for repetitive actions, are used over and over again. Single-use plans = plans for one-time events. Also called single purpose, are not repeated but remain as part of the historical records of the organization. Rules = specification of action, stating what must or must not be done. 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. Strategy = pattern of purposes and policies defining a company and its business. 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. Human resources planning = process of making provision for movement of people into, within, and out of the organization. Recruitment = process of locating and encouraging potential applicants to apply for a job opening. Selection = process of comparing applicant skills, knowledge, and abilities with the requirements of a position and choosing the most qualified. Orientation = formal process of familiarizing new employees to the organization, job, and work unit. Training = ongoing process of updating an employee's knowledge and skill. Development = training to prepare employees for increased responsibility Performance appraisal = comparison of an individual's performance with established standards for the job. Directing = management function of directing human resources for the accomplishment of objectives. Controlling = management function of ensuring that plans are being followed. Standard = definition of what is expected to happen. Traditional organization = organization in which lines of authority, which create order, are established. Quality of work life (QWL) = how work is organized by the manager and how jobs are designed. Participative management = involving employees in the decision-making process. Leader-member relations = relationship between the leader and members of the work group. Leadership = process of influencing activities of an individual or group toward achieving organizational goals. Team-based leadership = two or more persons who interact to accomplish a common purpose or goal regularly enough to be considered a group. Self-managed team = group of employees who work together with little or no supervision. Corporate culture (organizational culture) = shared philosophies, values, assumptions, beliefs, expectations, attitudes, and norms that knit an organization. Vertical division of labor (communication flow) = based on lines of authority. Chain of command = clear and distinct lines of authority within an organization - who reports to whom. Unity of command = principle that an employee reports to only one manager. Scalar principle = a clear and unbroken line of authority extends from the bottom to the top position in the organization Horizontal division of labor = division of work among employees at the same level in the organization. Cross-training = technique being used to familiarize employees with other jobs in the organization. Authority = is defined as the right of a manager to direct others and to take action because of the position held in the organization. Responsibility = obligation to perform an assigned activity or see that someone else performs it. Parity principle = the amount of authority and responsibility should be equal. Delegation = process of assigning job activities and authority to a specific employee within the organization. Span of management (span of control) = number of employees that can be effectively supervised by one manager. Formal authority = authority that exists b/c of position in the organization. Acceptance authority = authority based on the employee's acceptance of that authority. Authority of competence = authority based on a manager's competence or expertise. Departmentalization = process of grouping jobs according to some logical arrangement. Line position = a position in the direct chain of command. Staff position = is intended to provide expertise, advice, and support for line positions. Administrative intensity = is the degree to which managerial positions are concentrated in staff positions. Coordination = process of linking activities of various departments in the organization. Social responsibility = an organization's responsibility to society that extends beyond its profit generation. Import = bringing in a product from another country. Export = sending a product to another country. Parochial attitude = inability to recognize differences between people. Ethnocentric attitude = perceiving that the best practices and approaches are those of one's home country. Geocentric attitude = focusing on finding the best approach regardless of its national origin. Globalization = interaction among people and organizations of different nations. Market economy = economy in which supply and demand in the marketplace drive what is produced. Command economy = economy in which a central planning agency determines what to produce, when to produce, who can produce, and in what quantities to produce. Exchange rate = equivalent value of one country's currency in another country. Free trade = trade agreement between 2 or more countries that eliminates any trade barriers or financial charges. Tariffs = government taxes on products shipped internationally. Common market = market that allows free trade among members but establishes a trade policy with nonmembers. Subsidy = government payments to domestic producers to make their product more competitive in the market. Quota = a specified amount that can be produced. Politics = the art or science of influencing others or holding control, is not limited to only government environments; it exists in every organization. Strategic thinking = process of synthesizing information from internal and external environments to create an integrated perspective for guiding the organization. Strategic management = development and implementation of strategies that assist an organization in maintaining a competitive advantage. SWOT analysis = analysis of a company's strengths, weaknesses, opportunities, and threats. Stakeholder = individuals or groups who are significantly affected by or can significantly influence a company's decisions. Competitor = another organization selling a similar product/service to the same market segment. Vision = statement of where a company wants to be in the future. Mission statement = describes what a company does; differentiates it from others. Strategies = decisions and actions to assist a company to meet its objectives. Competitive advantage = characteristic(s) of a company that distinguish it from others.

Chapter 3 (The Menu) - Definitions:

Menu = a list of items available for selection by a customer and the most important internal control of the foodservice system. Spoken menu = menu that is presented orally to the patient. Room service = style of service where the customer calls and orders a meal that is then prepared and delivered to the customer's room. Table d'hote = several food items grouped together and sold for one price. A la carte = food items priced individually. Menu psychology = designing and laying out a menu in such a way as to influence the sale of foods served on that menu. Static menu = is one that offers the same items each day. Restaurant-type menu = static menu in which the same items are printed on a menu and offered every day. Cycle menu = has different menu items each day of the cycle and then repeats the entire menu. Single-use menu = is used for only one event. Center-of-the-plate = most prominent menu item, usually the entrée, on which the menu is based. Grazing = eating small amounts of food throughout the day, has become habitual to many people. Grazing = flexibility + frequency + food. Food habits = are the practices and associated attributes that predetermine what, when, why, and how a person will eat. Food preferences = express the degree of liking for a food item Dietary Guidelines for Americans = recommendations for good health developed by the USDA and the US Department of Health and Human Services. MyPlate = illustration of nutrition recommendations for healthful eating of 5 food groups. Fruits&Veggies -- More Matters = social marketing campaign to increase fruit and vegetable consumption. 3-A-Day = social marketing campaign to increase milk consumption to 3 servings/day. Aesthetic Factors = evaluating the aesthetic qualities of a menu involves an assessment of the flavor, color, shape, texture, and appearance of the menu items. Recommended Dietary Allowances (RDA) = Recommendations for dietary intake of nutrients for healthy growth.

Chapter 1 (Systems Approach to a FSO) - Considerations when contracting of FS operations:

Reasons a Contract May be Considered : - Current foodservice operations in not managed well and/or a qualified replacement for an open director position is not available. - Organization downsizing labor force and foodservice not considered part of core business. - Foodservice concept desired by administration is outside vision and/or ability to current foodservice management to implement. - The organization does not have capital for needed foodservice renovation and/or equipment replacement. - Size of the foodservice operation does not provide maximum purchasing power. Possible Concerns with Contracting: - Organization's loss of control of daily operations of foodservice unit. - Impact of transition on staff moral and services provided. - Loss of income generated by retail operations. - Goals and objectives of contracting company may differ from organization desiring the contract. - Potential loss of quality of food and service, if criteria for selection is low bid only.