Foodservice Organizations Chapter 8 & 9

Three Elements of Delegation

1. specific tasks must be assigned clearly 2. sufficient authority must be granted to accomplish specific task 3. responsibility must be created through empowerment

Classes of Fire and Extinguishers

A fire: wood, paper, cloth, cardboard, plastics (ex: trash can or drapes) B: flammable gases (propane, butane); flamable liquids (gasoline, non edible oil, paint) C: electrical equipment; motors, switches, frayed cords (ex: toasters or motor of a slicer) D: combustable metals such as potassium, sodium, aluminum, magnesium K: cooking oils, great from animal and vegetable fats (ex: fat fryer, grill fire)

Foodborne Infections/Intoxications

Infection: caused by the activity or large numbers of pathogenic bacterial cells carried by the food into the GI system of the victim and causing illness - may is longer than intoxication Intoxication: caused by toxins formed in the food prior to consumption causing illness - usually seen within 1-2 hours

Bioterrorism

Intentional use of biological agents-bacteria, viruses, and toxins-to cause illness or harm to​ people, animals, or plants ALERT: Assure; Look; Employees; Report; Threat

Clostridium botulinum

a bacteria that produces a toxin, causing botulism that affects the nervous system and is extremely dangerous prevention: improved food processing techniques; throw out canned goods; reject home canned; use safe sources; causes: inadequate home canning; meat, fish, low-acid vegetables; smoked; vacuum-packed fish, garlic in oil, grilled onions, baked potatoes, turkey loaf, and stew; sous vide; soil-grown vegetables especially potatoes

Bacillus cereus

a bacteria that produces a toxin: found in soil; found in grains, rice, flour, spices, starch, and dry mix products prevention: time and temp vital - do not hold at room temp and quickly chill below 40F

Market Economy

a capitalist or free economy is one in which supply and demand in the marketplace, drive what is produced commercial laws, banking regulations, and judicial enforcement are vital

Scalar Principle

a clear and unbroken line of authority extends from the bottom to the top position in the organization

Vision

a company's statement broadly expressing where the company wants to be in the future

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 Harvard Policy Model for private businesses overcoming obstacles: greek overcoming defeat of an enemy through effective use of resources outcome: brief working document that unifies the action of participants toward achievement broad and time oriented, upper level must have conceptual ability to view the overall organization in relation to its environment​

Procedures for Complaints

a crisis management plan (set of practices) setup for foodborne illness reports

Power Distance

a cultural difference dimension that shows the extent to which less powerful members of an institution expect and accept that power will be unequally distributed

Gender Differences

a culture difference dimension about the status and decision making responsibility given females

Assertiveness

a culture difference dimension degree to which assertiveness and toughness versus caring and tenderness is valued

Performance Orientation​

a culture difference dimension that shows the degree to which group members are encouraged and rewarded for performance improvement and excellence

Uncertainty Avoidance

a culture difference dimension that shows the degree to which people are comfortable with the unknown and having unexpected things happen

Individualism versus Collectivism

a culture difference dimension that shows the degree to which ties between individual countries are either loose or close individualism (country looks out for itself) collectivism (countries looks out for many others)

Humane Orientation

a culture difference dimension that shows the extent to which altruistic, generous, caring, and kind behaviors are valued

Future Orientation

a culture difference dimension that shows the extent to which future orientated behaviors such as planning and delayed gratification are valued.

In-group Collectivism

a culture difference dimension that shows the extent to which membership in groups such as family, friends, and employing organizations are valued

Resource Allocator (Decisional)

a decisional role that decides how and to whom the resources of the organization will be distributed must be mindful of the needs of the unit while also considering priorities of the overall operation usually involves compromise

Entrepreneur (Decisional)

a decisional role that is the voluntary initiator of change ex: a decision to change the menu after networking with other restaurants or customers

Negotiator (Decisional)

a decisional role that participates in a process of give-and-take until a satisfactory compromise is reached authority and information to develop complex contracts with suppliers or less formal negotiations within the organization

Disturbance Handler (Decisional)

a decisional role that responds to situations that are beyond his or her control must act because the pressure of the situation is too severe to ignore ex: strike looms; the supplier fails to supply goods or services

Strategic Management Focus

a focus on gaining and maintaining a competitive advantage long-term (doing something that other companies do not do, or cannot do) ex: hospitals providing room service; taco bell reduce overhead by reducing kitchen; KFC and Coca-Cola recipes occurs when a firm is able to create more economic value (perceive benefits exceed economic costs) for consumers than its competitors environmental threats called the five forces framework that can reduce the firm's competitiveness

Food Irradiation

a food additive regulated by the FDA; controls microbe growth and extends shelf life

Skill

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

Monitor Role (Informational)

an informational role that constantly searches for information to use to become more effective manager listens, collects, and discerns implications for used​

Spokesperson Role (Informational)

an informational role that is close to the figurehead role; manager transmits information to people inside and outside the organization or unit may include providing information to legislators, suppliers, and community groups

Disseminator Role (Informational)

an informational role that transmits information to subordinates who otherwise would probably not have access to this information important to make decisions concerning the information needs of staff members assume responsibility to disseminate information that helps staff members becomes well informed​ and more effective

emphasis on vision and values

an innovative characteristic that formulates a clear vision and values to which employees can commit themselves to

sociability

an innovative characteristic where a sense of belonging to the organization is created for all members

managers as change agents

an innovative characteristic where change is a critical component to success and managers are expected to stimulate and ​facilitate change

empowered decision making

an innovative characteristic where employees involved in decision making

team-based with group recognition

an innovative characteristic where there is a formation of teams of employees and/or managers working together to accomplish goals with more emphasis on team rather than individual recognition

new uses of management power

an innovative characteristic where there is a shift away from downward authority to inclusion of upward and lateral lines of authority and input

technologically savvy

an innovative characteristic where there is effective use of all forms of technology and a presence on the internet

personal consideration

an innovative characteristic where there is greater recognition to the individual, not just the job they perform

flat hierarchy

an innovative characteristic with a reduced number of managerial levels

self-fulfillment

an innovative characteristic with more value on employee job satisfaction and sense of accomplishment

Liason Role (Interpersonal)

an interpersonal role that deals with people both inside and outside an organization must relate effectively to peers on other departments and to suppliers and clients responsibility will vary by level of responsibility important in building an information system

Leader Role (Interpersonal)

an interpersonal role that is the function responsible for the work of the staff ranges from hiring and training to creating an environment that will motivate staff the influence of manager is seen most clearly as a leader - encourage employees and assist them in reconciling personal needs with organizational goals

Figurehead Role (Interpersonal)

an interpersonal role that represents the responsibility of management as head of an organization or unit, ceremonial duties must be performed. may involve a written proclamation or appearance at important functions ex: greeting a group of touring dignitaries or signing certificates for a training certification

Traditional Organization

an organization where lines of authority, which create order, are established organization chart and job descriptions or position guides: pattern of formal relationships and duties differentiation or departmentalization: assignment of various activities or tasks to different units or people integration: coordination of separate activities or tasks delegation of authority: power, status, and hierarchal relationships within the organization tall hierarchy

Technical Skill

an understanding of, and proficiency in, a specific kind of activity, particularly one involving methods or techniques. requires specialized knowledge, analytical ability, and expertise in the tools and procedure need sufficient technical skill to understand and supervise activities in their areas of responsibility need technical expertise to develop the right questions to ask subordinates and the ability to evaluate operations, train employees, and respond in crisis situations​ most important at lower levels of management: identified as nonsupervisory and supervisory middle manager uses to perform the tasks of evaluating operations and selecting employees who have appropriate skills to perform various jobs; may be called upon in moments of crisis top manager need understanding to enable effective​ planning

Accident

an unexpected event resulting in injury, loss, or damage an unplanned event that interrupts an activity or function may or may not be the result of negligence, often preventable do not just happen, something causes them and majority are controllable

Environmental Scan

analysis of inside and outside influences that may have an impact on an organization SWOT analysis: Strengths, Weaknesses, Opportunities, and Threats internal: current structure; culture of the organization external: societal, political, economic, technological, and competitive forces includes careful analysis of stakeholder and competitors monitoring is an important step in strategic planning

Manager

anyone who is responsible for people and other organizational resources different types and classifications: first line, middle, top types by organizational activities: general, functional

Food Allergy

body's immune reaction to certain foods - itching, swelling, wheezing, shortness of breath, hives, abdominal cramps, vomiting, diarrhea, loss of consciousness, death protein in nature - peanuts and tree nuts; milk and dairy products; eggs; shellfish; wheat; soy labeling essential, avoid cross-contamination, waiter ingredient knowledge,

Yersinia enterocolitica, Yersinia pseudotuberculosis

both bacteria cause yersiniosis (fever and abdominal pain) mimicking appendicitis. cause: exact unknown, but organisms live in soil and water more common in Northern European and Scandinavian countries and Japan

Chemical Sanitizing Agents

chlorine, iodine, quaternary ammonium chlorine: over 100F for > 7 seconds; can be corrosive iodine: 68F >30 seconds; noncorrosive quaternary ammonium: per manufacturer recommendation; noncorrosive

Procedures

chronological sequence of activities

Step in Strategic Management Process

circular process that involves: analysis of the company and its environment creating and implementation of strategies to move a company toward its goals evaluation of progress, including feedback -> Environmental Scan -> Strategy Formation -> Strategy Implementation -> Evaluation and Control -> Environmental Scan

chain of command

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

Clostridium perfringens

common bacteria inhabitant of healthy animal and human intestines - causes Clostridium perfringens gastroenteritis food held at room temp or refrigerated at inappropriate temp for several hours (meats, poultry, meat mixtures, and gravies); overnight roasting is big culprit prevention: refrigerating foods below 40F or holding above 145F; rapid cooling of foods vital

Hepatitis A

common disease that affects the liver, causing inflammation - infectious known symptom: jaundice occurs in children and young adults very small amounts can make very ill individuals may show no symptoms for weeks, very contagious during this period causes: polluted water; food cooked or washed in polluted water; food contaminated by someone infected; touching a contaminated item then placing hands in mouth; eating shellfish, clams, mussels, and oysters from polluted waters

Informational Roles

communication may be the most important aspect of a manager's job; need information to make sound decisions; others depend on the information they receive from and transmit through the manager roles: monitor, disseminator, and spokesperson

Performance Appraisal

comparison of an individual's performance with established standards for the job involves determination of rewards for high performance (bonuses, fringe benefits) and corrective action to bring low performance in line with standards (may include additional training)

Formal Authority

defined as the manager's right to direct others and take action originally: 'legitimate power' involves the willing and unconditional compliance of subordinates based on the tradition​ that managers give commands and illegitimate for them to refuse to obey today: a top-down theory; also known as positional authority (derived from position or office)

Risk Management

discipline dealing with the possibility that some future event will cause harm to an organization risk is the possibility of loss or injury what can go wrong; what will we do; how will we pay for it employee training is critical FIRMA Foodservice Industry Risk Management Association

Management Efficiency and Effectiveness

efficient (doing things right) and effective (doing the right things) use of resources to produce desired results requires coordination of human and material resources while maintaining concern for morals, ethics, and ideals goals determined by values and preferences methods must be socially and morally acceptable important concepts: authority, responsibility, accountability the question is not how to do things right but how to find the right things to do

Fire Safety

more fires start in foodservice than in any other kind of operation - most start from mishandling of fuel and heat fire suppression: reducing or eliminating oxygen or the source of fuel sources: fryers; oil in ventilation hoods (especially over ranges, filters, walls, equipment or other surfaces extinguishing options: fire extinguishers; heat and smoke detection devises; dry/wet chemicals; water sprinkler;

Customer Safety

most factors discussed for employee safety apply to customer safety the responsibility of foodservice manager and employees proper first aid kit an employee trained in CPR, Heimlich, and allergy symptoms on site at all times 60% of choking happens at restaurants

Positive Culture

integrity bottom-up style of management having fun community involvement emphasis on physical health and fitness

Globalization

interaction among people and organizations of different nations society due to advances in communication, information technology, and ease of foreign travel parts of the world can greatly impact those living in another part of the world imports and exports

Trade Agreement Examples

international organizations for trade: WTO NAFTA EU ASEAN APEC

Personal Protection Equipment (PPE)

items used to protect worker from injury or illness: protective glasses, rubber gloves, stainless steel mesh gloves, asbestos arm guards in hospitals protective gowns, masks, gloves,

Horizontal Teams

labor involves the entire organization being made up of work groups rather than more formal organizational structure design and do the organization's work no managerial hierarchy involved

Horizontal Interaction

lateral departments communicating directly instead of through chains of command

Span of Management or Span of Control

number of employees that can be effectively supervised by one manager organizational policies availability of staff experts competence of staff objective standards nature of work distribution of workforce crucial factor but no universal formula for ideal in foodservice, where education and skills are limited, a narrow span may be appropriate well-trained workers a wider span possible

Accident Causes

overexertion: employees working beyond their physical limits impact injuries: employee being struck by or against an object falls, sprains/strains, custs/punctures, burns, bruises, fractures, etc.

Trichinae

parasite that causes Trichinosis - affects muscles of the body causes: undercooked meat from infected animals (most common are pork and pork products) prevention: improved livestock practices; not using wild meat; cooking to proper temps

Cryptosporidium parvum, Giardia duodenalis or G. lamblia

parasites found in feces and contaminated water causes: contaminated drinking water; produce irrigated by contaminated water prevention: wash hands properly; wash produce properly

Ethnocentric Attitude

perceiving that the best practices and approaches are those of one's home country

Time Span

planning that refers to the length of time the plan covers - short-range versus long-range tactical or short-range: operational planning; typically covers 1 year or less (ex: annual operating budget) strategic or long-range: 5-year cycle; or longer but rarely; requires a mission statement consists of developing long-range goals and objectives, short-range objectives, and action plans logically leading to implementation of the long-range plan

Management Functions

planning, organizing, staffing, directing, and controlling

Single-Use Plans

plans that cover unique, one-time-only events single purpose plans that are not repeated but remain a part of the historical records designed to obtain specific objectives, usually within a short period of time

Standing Plans

plans used repeatedly to handle frequently recurring events result in policies, operating procedures, methods, and rules which are the primary glue that connects the various subsystems advantages: ensures uniformity of operations throughout​; pr​ovides similarity of actions when meeting certain situations; guidelines to decision making negatives: may create resistance to change

Management Practices

practices that have become common place in foodservice operations behavior modeling, open door policy, walking around, making work "fun"

Contamination

presence of harmful substances in food - can occur naturally or by the environment biological, chemical, physical prior to purchase: contaminated equipment; infected pests and animals; untreated sewage; unsafe water; soil after purhase: storage; preparation; service illness occurs after consumption food should be purchased from approved, reputable suppliers

unity of command

principle that an employee reports to only one manager

Selection

process of comparing applicant skills, knowledge, and abilities with the requirements of a position and choosing the most qualified have become increasingly complex due to legislative employment mandates

Human Resources Planning

process of ensuring that the organization's labor requirements are met continuously, involves both forecasting of staffing needs and analysis of labor market conditions

Departmentalization

process of grouping according to some logical arrangement most frequently used method for implementing division of labor commonly organized by function, product, geography, customer, process, equipment, or time

Management

process of integrating resources for accomplishment of objectives a set of activities (planning, organizing, staffing, directing, controlling) directed at an organization's resources (human, materials, facilities, operational) for achieving goals effectively​ and efficiently part of the transformation process, turning inputs into outputs a process of coordinating work activities so that they are completed efficiently and effectively by working with and through other people managerial activities are directed toward achieving the goals and objectives of the organization a manager's job is unpredictable and full of challenges, but also filled with opportunities to make a difference

Recruitment

process of locating and encouraging potential applicants to apply for a job opening have become increasingly complex due to legislative employment mandates

Strategic Thinking

process of synthesizing information from internal and external environments to create an integrated perspective for guiding the organization major component of strategic management characteristics: intent focused comprehensive opportunistic long-term oriented builds on past and present hypothesis driven

Hierarchy of Plans

pyramid top to bottom in specificity; more general on top: goals, objectives policies procedures methods

Employee Safety

relatively safe occupations, death is 3.9%, but many potential hazards

Dimensions of Planning

repetitiveness, time span, level of management, flexibility

General Manager

responsible for all activities of a unit everything that happens on a specific shift in a restaurant usually one in a small operation may be more in larger, more complex operations at a university: a college foodservice director, unit managers, and assistant unit managers

Middle Manager

responsible for coordinating activities that implement the policies of the organization and to facilitate activities at the technical level functions at the organizational level and may refer to more than one level depending on complexity of an organization direct activities of other managers and sometimes of functional employees responsible for facilitating communication between first-line and top

Functional Manager

responsible for only one area of organizational activity ex: bar manager, if bartender calls out then manager must make arrangements for coverage unless the bar manager is absent then that would be up to the general manager depending on size, two or more may be responsible for various areas of activity within each unit

Division of Labor

results in synergism (working together for a better outcome), improved communication, traditionally very clear distinctions, lines are not as clear nowadays can be vertical, horizontal, team, and matrix

Anisakis simplex

roundworm parasite linked to undercooked fish: Herring, Cod, Halibut, Mackerel, Pacific salmon. Symptoms include tingling in the throat and coughing up worms. causes: sushi; sashimi; cevice; undercooked fin fish prevention: cooking or freezing; must keep a record of fish for 90 days

Employee Safety Program

safe practices of employees ergonomics equipment manufacturing age restrictions safety training (before and during)

Functional Subsystem: Safety, Sanitation, and Maintenance

safety of employees and customers is a major responsibility includes safety of food served. many potential hazards; minor injuries from cuts and burns subsystem includes risk management; accident prevention; maintenance of equipment and facilities; safe surroundings by cleaning and maintenance practices (spills and grease build up)

Food Safety in Receiving and Storage

safety starts in receiving; deliveries made off-hours; all food items inspected per specification meat: 41F or below; bright red; firm, nonslimy texture; no odor; intact and clean packaging poultry: 41F or below; no discoloration; firm; no odor; frozen or packed in crushed, self-draining ice fish: 41F or below; bright red gills and bright shiny skin; firm flesh; mild ocean or seaweed smell; bright, clear full eyes; frozen or packed in crushed, self-draining ice shellfish: live on ice or 45F or below; shucked at internal temp of 45F or below; mild ocean or seaweed smell; unbroken shells; closed shells if alive; shellstock ID tag on container kept on file for 90 days shell eggs: 45F or below; no odor; clean and unbroken shells liquid, frozen, dried eggs: must be pasteurized and have USDA mark dairy: 41F or below; must be pasteurized and Grade A standard; cheese with typical flavor, texture, and uniform color canned goods: can and seal in good condition (no leaks, dents, or swelling) dry goods: intact packaging (no holes tears, stains, punctures, watermarks) produce: 41F or below for fresh-cut greens, melons, tomatoes, or processed produce

Histamine

scombroid poisoning; occurs when consuming species of fish (tuna, mackerel, mahi-mahi) that have been time/temp abused causes allergic reactions

Rotovirus

six identified types of this virus known to cause gastroenteritis causes: transferred from fecal manner through improper hand washing; commonly found: nursing facilities; day care centers; ready to eat foods (salads, sandwiches, and desserts)

Viruses

small non-living pathogens, incomplete cell, need a living host, carried in food or water, easily transfer ex: flu, poliomyelitis, chicken pox, hepatitis inactivated by high temps and refrigeration includes: Norovirus, Hepatitis A, Rotavirus

Rules

specify an action by stating what must or must not be done ex: no smoking; hair nets; uniforms

Horizontal Matrix

structure used for special projects experts from a variety of departments pulled together to work with a project manager on a specified project; when project completed, employees return to their units/areas

OSHA Suggestions to Reduce Workplace Violence

suggestions to reduce workplace violence: establish zero tolerance policy provide safety education (recognize, what to do if witnessed, how to diffuse, how to protect) security through personal, cameras, restricted areas drop safes buddy systems for dangerous situations

Sociocultural Environment

the culture and values that exist in each country the values were among the most influential in cultural differences among countries

Administrative Intensity

the degree to which managerial positions are concentrated in staff positions high: many staff positions relative to the number of line positions low: emphasizes more line positions many have reduced in recent years by eliminating many staff positions

Authority

the delegation from top level to lower levels of management and is the right of a manager to direct others and take actions because of his or her position in the organization the right of a manager to direct others and to take action because of position, delegated down the hierarchy, broader at top and becomes more limited at lower levels line: formal; created by organizational hierarchy staff: based on expertise in specialized activities; generally provide advice and counsel to line but lack the right to command them

Strategic Formation

the process ​of defining the direction of the firm's futuristic course of action, which would enable the firm to allocate resources in order to achieve the set goals and objectives​ an internal and external environment analysis is part of the assessment before the strategy is formulated at the corporate, business, and functional levels a review, and revision, of a company's vision, mission, values, and objectives

Leader-Member Relations

the relationship between the leader and members of the workgroup good: high degree of mutual trust, respect, and confidence poor: do not like each other, little trust, respect or confidence

Linking Role

the responsibility of managers communicating with managers at higher levels and with others at same level

Corporate Culture or Organizational Culture

the shared philosophies, values, assumptions, beliefs, expectations, attitudes, and norms that knit an organization together every company has one although not usually well defined most successful companies adopt one that is positive, values its employees, treats employees as part of the team starts at top, but must be passed on to all levels

Contingency Approach

the span of management that depends on the situation the narrower the span, the more managers needed and more levels leadership style and personality affect the span also complexity, variety, and proximity of job affect the span also

Parochial Attitude

the state of mind, whereby one focuses on small sections of an issue rather than considering its wider context. More generally, it consists of being narrow in scope or outlook; insular attitudes toward foreigners inability to recognize differences between people

Strategy Implementation

third step in the strategic management process decisions and actions to assist a company to meet its objectives cost leadership: being the lowest cost provider for a broad target market differentiation: providing a unique product/service that customers are willing to pay for focus: target a specific, limited-size market niche

Thermal Death Time

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

Planning at Different Levels

top managers: function at policy-making level; responsible for broad, comprehensive planning involving goals and objectives; conceptual skills -identifying sites for new locations; assessing the impact of adding new menu items on cost; revenues; profits; and projecting capital required for expansion middle: function at organizational or coordinate level; responsible for developing policies first-line: technical or operational level; responsible for developing procedures and methods; technical skills; must be well versed because responsible for daily production planning and service activities middle and first-line: short-range planning responsible for scheduling employees; predicting bad weather; or customer traffic; ordering adequate amount of frozen yogurt these differences explain the required skills distribution needed by managers

Ciguatoxin, Saxioxin, Brevetoxin, Domoic Acid

toxins in marine algae consumed by larger fish then eaten by humans ciguatoxin - mnemonic "Caribbean island" because predatory reef fish (barracuda, grouper, jacks, snapper) saxioxin - mnemonic "Stuck" because of paralytic shellfish poisoning brevetoxin - mnemonic "Brain" because of neurotoxic shellfish poisoning domoic acid - mnemonic "Don't​ Remember" because of amnesic shellfish poisoning passed on to humans by eating infected fish from contaminated waters cannot be killed by cooking or freezing purchase from approved suppliers

Standard Operating Procedures (SOPs)

written, step-by-step instructions for routine tasks

Human Skill

​interpersonal skill of working with people (inside and outside the organization) and understanding their behavior requires effective communication, and must be consistently demonstrated in actions a natural, continuous activity that involves being sensitive to the needs and motivations of others two aspects: leadership within the manager's own unit skill in intergroup relationships essential at every level of management first-line: must be effective in guiding and leading to accomplish daily activities middle: must be able to effectively lead their​ own groups and appropriately related to other parts of the organizations top: must be equally effective in dealing with people outside the organization

Innovative Organization

employers are challenged to improve the quality of work life and to develop a corporate, or organizational, culture empowered decision making sociability new uses of management power personal consideration team-based with group recognition self-fulfillment flat hierarchy emphasis on vision and values managers as change agents technologically savvy

Five Forces Framework

external forces that threaten a firm's competitiveness new entry: new firms entering market rivalry: intensity of competition between firms substitutes: other products meet needs in similar way suppliers: control of price and quality buyers: control of purchasing decision

Interpersonal Roles

figurehead, leader, liaison - focus on relationships

Geocentric Attitude

focusing on finding the best approach regardless of its national origin the most effective global perspective

Orientation

formal process of familiarizing new employees to the organization, job, and work unit

Mushroom Toxins

four categories: protoplasmic poisons, neurotoxins, gastrointestinal irritants, and disulfiram-like toxins produced naturally cannot be destroyed by cooking or freezing

Planning

function that determines in advance what should happen goals and objectives of an organization will only have a few broad goals but many specific methods and procedures

First-Line Manager

generally responsible for supervising employees, often called foodservice supervisors part of the technical core and responsible for day to day operational activities may include functional responsibilities such as production, service, or sanitation

Objectives

goals, or endpoints; set the direction for all managerial planning once determined then specific plans such as policies, procedures and methods can be established for achieving them in a systematic manner.

Command Economy

government controlled economy in which central planning agency determines what to produce, and who can, and in what quantities

Subsidies

government payments to domestic producers to make their product more competitive in the market

Tariffs

government taxes on products shipped internationally

Organizational Chart

graphic portrayal of the organization structure depicts basic relationships of positions and functions while specifying the formal authority and communication network of the organization title: identifies activities distance from top: indicates relative status lines: indicate formal interaction not an exact representation of reality; assists in understanding and visualizing structure should be revised periodically vertical: conventional horizonal: more curent

Line and Staff Departmentalization

grouping based labor delegation line: a position in the direct chain of command; responsible for production of products and services staff: position intended to provide expertise, advice, and support for line positions; responsible for assisting and advising (HR department)

Customer Departmentalization

grouping based on division by type of customer served schools; grocery stores; hotels

Other Departmentalization Types

grouping by process, equipment, and time process/equipment - large food service may have a fry section time/shift - 24-hour places like hospitals

Geographical Departmentalization

grouping by territory permits the use of local personnel and may help create customer goodwill and a responsiveness to local customs regional chains with regional managers and staff

Product Departmentalization

grouping workers that identify with the particular product and encourages expansion, improvement, and diversification duplication may be a problem not common in foodservice, except in large conglomerates

Horizontal Division of Labor

groups employees at similar levels in the organization allowing them to work together more easily encourages employees to work together across all levels and departments goal: create a flexible, more quickly reacting organization that is less distracted by internal problems and bureaucracy focuses on the customer and every person needs to have the goal of providing the customer with quality, value, and service

Committees and Task Forces

groups used for problem-solving that must involve several departments common in all foodservice

Policies

guidelines for action in an organization

Nonsupervisory Management

level includes employees who participate in ​on-the-job training of other employees

Supervisory Management

level that is closest to the workers

Parasites

living organisms that need a host to survive Trichinae, Anisakis simplex, Cryptosporidium parvum, Giardia duodenalis or G. lamblia, Cylcospora cayetanesis

Critical Control Point (CCPs)

location in the food product flow where mishandling of food is likely to occur a step or procedure at which control can be applied and food safety hazard can be prevented, eliminated, or reduced to acceptable levels identify points during production process where food is most likely to be contaminated

Managerial Education

lower-level managers that work their way up may not have any formal education, especially managerial in healthcare, many first-line supervisors have completed a minimum of 1-2 years of education. middle and upper-level foodservice managers are likely professionally educated - usually a college degree with a foodservice or hospitality management focus

Cylcospora cayetanesis

microscopic single-cell parasite found in developing countries causes: contaminated drinking water; produce irrigated by contaminated water prevention: wash hands properly; wash produce properly symptom-free for a week or more

Bacteria

microscopic, unicellular organisms most common: Campylobacter, Nontyphoidal Salmonella, Staphylococcus aureus, Escherichia coli O157:H7 food, especially carbohydrate and protein, is the most important condition of growth FATTOM vital follow TCS (Time/Temperature Control for Safety Food), thermal death time toxins - some produce toxins as they die, cannot be destroyed through heating or freezing inhibitors to prevent growth - integral or added

Fungi

molds, yeasts, and mushrooms Molds: larger bacteria, more complex; most common spoilage to the naked eye; some foods have mold as part of it (gorgonzola cheese) Yeasts: not known to cause foodborne illness; may cause spoilage of sugar-containing foods; unicellular; important in fermentation and leavening Mushrooms: many are safe to eat; some are toxic an can cause foodborne illness

Social Responsibility

An organization's obligation to society that extends beyond its profit generation - maximize its positive impact and minimize its negative impact on society economic, legal, ethical, discretionary characterized by managers who actively promote social justice, preserve environment, and support social and cultural activities 83% of consumers trust a company more 90% of consumers consider switching companies to punish for "bad" behavior

Nine Dimensions of Cultural Difference

Assertiveness Future Orientation Gender Differences Humane Orientation Individualism versus collectivism In-group collectivism Performance orientation​ Power distance Uncertainty avoidance

Food Safety

CDC warns that mishandling of food has caused many foodborne outbreaks The Food Code 2013 created by FDA, FSIS, and CDC is a reference document for regulatory agencies responsible for overseeing food safety and managing food safety risks The food code model is neither federal law nor regulation, rather it is best advice to ensure that food is safe and properly protected. Local regulations can pick and choose, so have to check local jurisdictions nationwide recalls

Cleaners

Chemicals that remove food, dirt, rust, stains, minerals, and other deposits four types: Detergents: used to remove dirt from surfaces Abrasive cleaners: contain abrasive agents to help more difficult to remove dirt Degreasers: use to remove grease from surfaces Delimers: used to remove mineral deposits

Participative Management

Involving empowering employees in the decision-making process (usually regarding their work and employment conditions)

Salmonella

Nontyphoidal bacteria - causes salmonellosis, does not release toxins in food, rather ingested bacteria multiply in intestinal tract causing illness primary source: animal intestinal tract, carrier appears well with no symptoms, including humans, animals, various insects, and pets spread through contaminated food; raw meat, poultry, shellfish, processed meats, egg products, dried milk outbreaks associated with food handlers and poor sanitation practices major communicable disease in US Typhi - causes typhoid fever; lives in human intestinal tract and bloodstream; passed to others by poor sanitation practices (handwashing specifically) most commonly transferred with ready to eat foods

Ergonomics

Study of how workers interact with their work environment, including equipment, workstations, and climate. Influences lighting and footwear, item placement

Temperature Danger Zone

The temperature range between 41°F and 135°F in which bacteria rapidly multiply food should be cooled from 135F to 70F within 2 hours and within max 6 hours total from 135F to 41F

Foodborne Pathogen

Virus, microorganism, or other substances that cause disease - can be spread locally by foods tainted with low-level contamination

Organizations

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

Organization

a group of people working together in some form of coordinated effort to attain objectives: results in the most efficient use of resources structure: traditional and innovative

Team

a group of workers that serves as a unit, often with little or no supervision work accomplishment is from committed people; interdependence in organization purpose leads to relationships of trust and respect give more responsibility to the worker who performs the task; workers are given more authority and decision-making freedom ideally become very cohesive groups and high performers

PulseNet System

a national network of public health labs created a database that fingerprint bacteria that may be foodborne - helps public health experts determine whether the illnesses are from the same strain or from a common exposure source provides an early warning system for outbreaks

Strategy

a pattern of purposes and policies defining the company and its business the thread or underlying logic that holds a business together determine organizational structure and appropriate strategies that will lead to improved economic performance

Sanitation

a properly designed foodservice facility is basic to maintain a high standard of sanitation the first requirement is cleanability (facility arranged so that it can be cleaned easily) and avoids cross-contamination (waste and pests) clean means free of physical soil and organic matter sanitary means free of disease-causing organisms and other contaminants critical for any surface that comes in contact with food, can be done with heat or chemical sanitizers

Top Manager

a relatively small group of executives that control the organization operate at the policy-making level -develop the vision for the organization's future -responsible for its overall management -establish operating procedures -guide organizational interaction with the environment in restaurant chains may be responsible for policy implementation; sales promotion; facility appearance and maintenance; financial control; and personal management

Quotas

a specified amount that can be produced

Accountability

a state of being responsible to one's self, to some organization, or even to the public in the systems context, described as a process for accomplishment of objectives, implying that it is an integral aspect of the managerial role

Mission Statement

a statement that describes what a company does; differentiates it from others directs decision making and resource allocation

Conceptual Skill

a systems approach to management - the ability to view the organization as a whole, recognizing how various parts depend on one another and how changes in one part affect other parts the ability to understand the organization within the environmental context understanding the impact of political, social, and economic forces on the organization

Strategic Management

a systems approach to the development and implementation of strategies that assist an organization in maintaining a competitive advantage a set of managerial decisions and actions that help determine the long-term performance and organization involves integration of finance, accounting, marketing, and management principles those leading this movement need to have cognitive ability to view strategic direction in a comprehensive way

Free Trade

a trade agreement between two or more countries that eliminates any trade barriers (like tariffs) or financial charges

Preservatives

added to enhance flavor and appearance nitrites, sulfites, MSG

Staphylococcus aureus

bacteria (staph) that produces a toxin in large numbers culprits: high protein foods (cream pies, custards, meat sauces, gravies, and meat salads) no altered appearance, flavor, or odor prevention: careful temp control, cool rapidly and properly

Listeria monocytogenes (mnemonic alphabet lmno)

bacteria causes listeriosis; infects raw/unpasteurized milk; grows well at refrigerator temperatures deli meat, soft cheese, milk, and undercooked chicken prevention: discard outdated products; cooking to recommended internal temp; prevent cross-contamination; avoid unpasteurized milk

Shigella spp

bacteria causes shigellosis called bacillary dysentery; infection occurs 1-7 days after ingestion. humans prime carrier, excreted in feces, passed by not washing hands properly. flies are second carrier foods involved: raw produce and moist-prepared foods (potato, turkey, macaroni salads) handled with bare hands prevention: proper handwashing, proper cooling, controlling flies

Campylobacter jejuni

bacteria: one of the most common causes of gastroenteritis, Campylobacteriosis or Campylobacter enteritis causes: animal flesh, particularly raw poultry prevention: proper cooking times; avoid cross-contamination;

Trade Barriers

barriers established to control the production and sale of products subsidies, quotas, unstable political systems, terrorism, internal violence, legal system and types of laws

Vertical Division of Labor

based on lines of authority; facilitates labor flow chain of command; unity of command, scalar principle centralized: most decisions made at the top; lower level managers have limited discretion in decision making decentralized: varies widely in large organizations degree of decision making varies by function

Natural Toxins

biological contamination that occurs from microorganisms or by the toxins produced from these microorganisms. ex: shellfish, mushrooms, fish (histamine, ciguatoxin, saxioxin, bretoxin, domoic acid) H - H'ain't breathing (allergy histamine) C- Caribbean Island (reef fish) S - Stuck (paralysis) B - Brain (neuron) D - Don't​ remember (amnesiac)

Strategic vs Long-Range Planning

both focus on an organization strategic: relies on identifying and resolving issues long-range: focuses more on specifying goals and objectives and translating them into work programs strategic: emphasizes assessment of the environment outside and inside more strategic: more likely than long-range to summon forth an idealized version of an organization and ask how it might be achieved strategic: more action-oriented than long-range strategic: usually consider a range of possible futures and focus on implications of present decisions and actions in relation to that range

Dishwashing

causes and types of dish washing

Standards

created in the planning process and define the dimensions of what is expected to happen expected performance standards are criteria used to control performance feedback used to evaluate and adjust plans involves: -measuring actual performance and comparing with desired performance or standards -analyzing deviations between actual and desired performance and determining whether or not deviations are within acceptable limits -taking action to correct unacceptable deviations (both directing and controlling function)

Escherichia coli

currently four classes of E. coli bacteria, O157:H7 is most common causes: eating raw or undercooked beef prevention: cook to appropriate temps; steaks to 155, ground to 165

Spoilage

denotes unfitness for human consumption due to chemical or biological causes criteria for assuring foods are fit to eat: -desired stage of development or maturity -freedom from pollution at any stage in production and handling -freedom from objectionable chemical and physical changes resulting from action of food enzymes; activity of microbe, insects, rodents; invasion of parasites; damage from pressure, freezing, heating, or drying -freedom from microorganisms and parasites causing illness

Goal

desired future conditions

Method

details for one step in a procedure

Caring Culture

have a written statement (best place to start) remind employees of mission statement have a hands-on style of management foster open relationships between management and employees empower hourly employees give incentives for superior performance recognize superior performance give employees an ownership stake in the business increases odds that employees will work for a longer tenure and former employees will have a positive view when employees understand that the overall success of the operation depends on them, management must support and guide them to reach their workplace goals

Quality of Work Life (QWL)

how work is organized by the manager and how jobs are designed -decisions are made at the lowest possible level -teams of employees are responsible for a complete job -technical and social potential of employees and the organization is developed -quality and quality control are components of production -safety and health of employees are emphasized -immediate feedback of information required to perform a job is available -problems are solved by teams, but responsibility for decisions is shared by all levels of the organization

FAT TOM

ideal conditions for microorganism growth F: Food - specifically carbohydrates and protein A: Acidity - a pH of 4.6 to 7.5 is ideal for growth T: Temperature - growth is best between 41F and 135F (5C and 57C) T: Time - limited time spent in danger zones O: Oxygen - some need oxygen, others don't M: Moisture - water activity (Aw) of 0.85 or higher is ideal​ for growth - can be controlled through salt, sugra, freezing, dehydration

Food Safety Best Practices

management commitment: managers model safe behavior, show concern, investigate, modify as needed employee involvement: attend safety meetings, view posted information, follow practices communication: communication of required behaviors/practices, suggestions box, meetings to share information education and training: orientation, on-the-job training injury reporting and treatment: forms and process for reporting, mechanisms for reviewing reports, implementing corrective action return to work policies: detailing process for clearance to return to work safety program safety audit and inspection: regular and routine to ensure programs are being followed

Staffing

management function of determining the appropriate number of employees needed by the organization for the work that must be accomplished. the recruitment, selection, training, and development of people who will be most effective in helping the organization meet its goals performed continuously in the organization jobs defined in the organizing process the steps: human resources planning; recruitment; selection; orientation, training, and development; performance​ appraisal

Decisional Roles

managerial roles that revolve around making choices - committing the unit to new courses of action and determine unit strategy informational roles provide basic input for decision making roles include: entrepreneur, disturbance handler, resource allocator, and negotiator

Cross-Training

managers and employees familiar with other jobs in the organization; flat organization to develop a coaching environment decreases boredom, which could affect quality of work

Underlying Concept of Organizations

managers cannot supervise unlimited number of subordinates therefore different areas of organization activity must be defined, with someone placed in charge of each area

Common Market

market that allows free trade among members but establishes a trade policy with nonmembers

Physical Contamination

occurs when any foreign object/particle becomes mixed with food and presents a hazard or nuisance to those consuming it causes: bones not supposed to be there; glass in ice; fingernails; jewelry; staples; metal curls; fruit pits

Chemical Contamination

occurs when substances such as chemicals, toxic metals, or sanitizers are introduced into a food product; excessive use of additives, preservatives, and spice; acidic action of foods with metal-lined containers; toxic metals

Training

ongoing process of updating skills of an employee

Functional Departmentalization

organization units defined by the nature of the work refers to organizational, not basic duties three basic: production, sales, finance allows specialization within and provides efficient use of equipment and resources a logical way of arranging activities; grouped logically together each department and manager concerned with one type of work

Manager Roles

organized set of behaviors identified with a position - composed of 10 different but closely related roles interpersonal, informational, decisional

Cold Chain Management

temperature control throughout the supply chain delivery process of perishable foods

Legal Responsibility

the "have to do" responsibility to follow laws imposed by government

Discretionary Responsibility

the "might do" responsibility to voluntarily do good for others

Economic Responsibility

the "must do" responsibility to produce goods and services of value to society and that allow the organization to pay its creditors and stockholders

Ethical Responsibility

the "should do" responsibility to follow generally held beliefs about behavior in society

Effectiveness

the ability to choose appropriate objectives; an effective foodservice manager select the right thing to accomplish certain ends ex: interviewing customers to determine if quality expectations have been met vital because no amount of efficiency can compensate for lack of effectiveness ex: planned menu item of grilled tuna, but customer wants fish and chips the heart of accountability

Efficiency

the ability to get things done correctly means getting the most output from the least amount of input

Politics

the art or science of influencing others or holding control not limited to only government can facilitate or hinder an operation several techniques: acquisition of favors that must be repaid alliances conviviality constituency building currying favor

Authority of Competence

the authority that is based on a manager's expertise - command may be accepted not because of manager's position but because of expertise in an area

Parity Principle

the basic tenet of fairness, which requires that similar cases should be treated alike, denotes a sense of fairness and equality before the law authority and responsibility must coincide; management must delegate sufficient authority so subordinates can do their jobs

Management Skills

the basic types of interrelated skills: technical, human, conceptual relative importance varies by level manager is one who directs the activities of others and undertakes the responsibility for achieving certain objectives through efforts -adequate technical skill is needed to accomplish the mechanics of the job -sufficient human skill is necessary in working with others to enable development of a cooperative effort -conceptual skill is required to recognize interrelationships of factors involved in the job

Policy

the broadest of the standing plans - a general guide to organizational behavior should have a wide variety covering the most important functions - often formalized in manuals​

Acceptance Authority

the concept that managers have no effective authority unless and until subordinates are acquiescent - may have formal authority but only effective if subordinates accept accept-comply process (cook may be willing to do anything on the menu, even last minute items, but unwilling to help with dishes) subordinates may accept because want to please or help the person giving the command

Economic Environment

the economic system of a country, the level of economic development, the exchange rate of currency, and the type of trade agreements in place impacts the ease of commerce between nations the level and rate of economic development vary greatly among countries of the world; for some the infrastructure is well established and others it's lacking making​ it difficult to compete in global trade trade agreements exist among many​ nations types: market (capitalist or free) command (government controlled)

Exchange Rate

the equivalent amount of one country's currency in another country

Repetitiveness

the extent to which the plan is used over and over again - the relationship between standing and single-use plans to organizational activities​

Evaluation and Control

the final step in strategic management process involves assessing whether changes have occurred internally and externally and determining whether the controls are in place to help assure they are progressing satisfactorily toward achieving those objectives should be economical; provide meaningful, accurate, information in a timely manner, and identify factors that have led to an organization's current position will help evaluate if organization is moving toward the goals as planned or if changes are needed to help ensure success

Controlling

the function that ensures plans are being followed: compares what should be done with what was done and then taking corrective actions, if necessary a continuous process that affects and is affected by each other managerial function ex: goals, objectives, and policies established in the planning process become control standards contingent on effective organizing, staffing, and directing and important in created effective organizing, staffing, and directing relates most closely to planning

Directing

the function that involves directing and channeling human effort for the accomplishment of objectives; particularly concerned with individual and group behavior creating an environment in which members are motivated to contribute to achieving goals includes morale; employee satisfaction, productivity, and communications ​ concerned with interpersonal and intergroup relationship and influencing these relationships to create cooperation and enlist commitment to organizational goals

Prions

the newest group of foodborne disease concern - infectious brain diseases in human and animal mad-cow disease extremely resistant to heat; transmissible between species; can be years between transmission and symptoms (behavioral change, ataxia, progressive dementia, death)

Responsibility

the obligation to perform an assigned activity or see that someone else performs it an obligation a person accepts, it cannot be delegated or passed to another - remains with the person who accepted the responsibility can delegate but ultimately​ if not done right, it is still the manager's obligation

OSHA (Occupational Safety and Health Administration)

the organization responsible for health and safety in the workplace the act is "to assure, so far as possible, every working man and woman in the Nation safe and healthful working conditions, and to preserve our human resources." a compliance officer determines if a workplace is free of recognized hazards: accessibility to extinguishers; guards on floor openings, balcony, receiving; adequate handrails; maintained ladders; proper guards and electrical grounding; lighted passageway; unobstructed pathways; first-aid supplies and instructions; proper extension cord use; compliance with postings and recordkeeping violations: several kinds and may involve fines or legal action

Flexibility

the permissible degree of rigidity to cope with changes develop fixed-short range and flexible long-range strategic plans

Delegation

the process of assigning job activities and authority to specific individuals within the organization the essence of management which is getting work done with and through other people failure: a common weakness to not delegate because of time, and effort required "if you want a job done right, do it yourself" effective: many advantages; most important is developing potential in subordinates, subordinates accept responsibilities, managers free for other responsibilities

Organizing

the process of grouping activities, delegating authority to accomplish activities, providing for coordination of relationships, and facilitating decision making after planning, arranging the work to achieve objectives outcome is the formal organization usually a chart ex: worker tree like a family tree different objectives require different organizations involves the division of labor; can be divided both horizontally (through departmentalization) and vertically (through delegation of authority)

Leadership

the process of influencing others to achieve group or organizational goals in a given situation

Coordination

the process of linking the activities of the various departments of the organization most useful are horizontal interactions: policies, procedures, and rules (ensure consistency); standards; communication; and committees and task forces

TQM Managerial Levels

traditional organization model is a pyramid with first-line managers at base TQM model flips the pyramid placing customers at the top; focusing on wants and needs of customers - managers must support and coach employees as they are producing menu items and serving customers reacting to competitive and technical change by: -creating smaller organizational units -forming cross-functioning teams -empowering employees to make decisions -reducing the number of organization levels -placing an emphasis on vision and values -using the internet to an advantage organizations of the future will be flexible, customer oriented, skills-focused, dynamic, and involvement oriented empowerment is important - create an environment that encourages all employees to solve problems and make improvements and empowers them to implement solutions share business and competitive information because employees need to understand where their organization stands in terms of profit and loss and market share - then employees can make good decisions that fit into the mission of the organization

Development

training to prepare employees for increased responsibility

Vibrio parahaemolyticus, Vibrio vulnificus

two bacteria that grow in seawater causing Vibrio gastroenteritis and septicemia in diabetes causes: contaminated shellfish; oysters, clams, crabs prevention: proper cooking times

Team-Based Leadership

two or more people who interact regularly to accomplish a common purpose or goal to be considered a group sometimes called self-managed teams because they do the daily work

Hazard

unacceptable contamination of food

Workplace Violence

violent acts directed towards persons at work or on duty, include verbal and written, body language, physical assaults, or aggravated assaults likelihood increased because of public interaction and exchanges of money Four Categories: Criminal Intent: perpetrator has no legitimate linkage to business commits the volence as part of a crime such as a robbery - the majority of workplace homicides fall under this category Customer/Client: perpetrator has legitimate relationship with bussiness and becomes violent while being served - the majority of healthcare workplace violence fall under this category Worker-on-worker: perpetrator is a current or former employee and attacks or threatens another current or former employee Personal Relationship: perpetrator is usually not an employee but has a personal relationship with an employee

Norovirus

viral illness caused by poor personal hygiene among infected food handlers - accounts for more than half of all foodborne outbreaks of gastroenteritis​ does not reproduce in food, but remains active until food is eaten very contagious, very small amounts can make very ill known cases: cruise ships; water contaminated with sewage; raw shellfish from contaminated areas; feces on unwashed or improperly washed hands

Food Safety Programs

well designed programs that monitor all production for errors and eliminates them Critical Control Point (CCPs) Hazard Analysis Critical Control Point (HaCCP)

Biological Contamination

when pathogens (bacteria, viruses, parasites, fungi, and natural toxins) contaminate food and cause illness major health problem in the US, more than half of all outbreaks were caused by mishandling of food in commercial or onsite foodservices Most Costly: Salmonella, toxoplasma gondii, Listeria monoytogenes, Norovirus, Campylobacter