HSS303 Misc.

The federal law that forbids discrimination on the basis of race, color, religion, sex, or national origin is the Taft-Hartley Act. TrueFalse

False

The management function of control focuses on the effective supervision of employees

False

Uncontrolled overtime can result in reduced payroll costs per meal. TrueFalse

False

A manager of a cook-chill commissary operation is interested in determining the optimum storage time for chilled soups and has decided to use sensory evaluation to gather needed product evaluation information. The preferred sensory testing would be: A.discrimination or description testing by a trained panel. B.discrimination or description testing by a consumer panel. C.preference or acceptance testing by a trained panel. D.preference or acceptance testing by a consumer panel.

A

Customer comment cards: A.may give a distorted view of overall customer satisfaction. B.usually provide a comprehensive assessment of customer service. C.usually are handed out by the manager to ensure customer completion. D.tend to be lengthy so as to gather extensive information from customers.

A

Having an effective marketing concept usually places primary emphasis on: A.serving the customer. B.managers understanding organizational processes. C.owners knowing what their products or services are. D.employees doing their jobs correctly.

A

In a menu engineering analysis, items that are categorized as puzzlers are ones that are: A.items that are profitable but not popular. B.items that are popular and profitable. C.items that are popular but not profitable. D.items that are neither profitable nor popular.

A

Payment of a minimum wage was introduced by which of the following acts? A.Fair Labor Standards Act B.Civil Rights Act C.Equal Pay Act D.Worker Adjustment and Retraining Act

A

The 360 degree evaluation technique includes: A.evaluations by peer employees, those who report to the employee, and those who supervise the employee. B.evaluations by peer employees, those who report to the employee, and those who supervise the employee in addition to the employee's self evaluation. C.evaluation only by those who supervise the employee. D.evaluations by those who report to the employee and those who supervise the employee.

A

The CREST Report: A.is a national level report of restaurant customer satisfaction. B.provides benchmark data for hospital patient customer satisfaction. C.focuses on employee satisfaction in the foodservice industry. D.is a compilation of focus group interviews with college and university students.

A

The determination of the appropriate number of employees needed by the operation for the work that needs to be done is referred to as ________. A.staffing B.productivity assessment C.scheduling D.labor control

A

The financial statement that shows financial position at a point in time is the ________. A.balance sheet B.statement of change in financial position C.P&L statement D.income statement

A

The marketing environment is defined as the: A.forces outside the organization that influence marketing activities. B.constraints within an organization that limit marketing options. C.interactions that occur between managers and employees related to product promotion. D.atmosphere created within the sales force to encourage product sales.

A

A ________ represents union employees in their relations with their supervisors. A.task force member B.union representative C.business representative D.union steward

D

A walk-through customer satisfaction audit: A.is an example of a preference sensory test. B.involves the manager observing and evaluating the food and service. C.is a technique used to share customer satisfaction information with new customers. D.focuses on food safety with the manager and food safety inspector.

B

If a foodservice manager wants to determine the likelihood that customers would purchase a new product, which of the following would be best to use to gain information for that decision? A.discrimination sensory test with a trained panel B.acceptance sensory test with a consumer panel C.discrimination sensory test with a consumer panel D.description sensory test with a trained panel

B

The division of labor that involves bringing together experts from different departments to work on a project is termed ________. A.decentralized B.matrix C.team D.functional

B

Which of the following is considered the most critical step in the hiring process? A.background check B.hiring decision C.orientation D.recruitment

B

Which of the following is not an example of a benefit? A.workman's compensation payments B.overtime pay C.paid vacation time D.paid health insurance

B

Which of the following is not true about a mystery shopper? A.mystery shoppers act as a customer and complete an evaluation of their experience B.mystery shoppers are typically managers in the organization C.mystery shoppers can motivate employees to improve performance D.mystery shoppers are not identified in advance to the staff serving them

B

Asking an applicant to describe how they would handle a situation with an employee who is consistently late for work is an example of using which type of interviewing? A.stress B.behavioral C.situational D.closed ended questioning

C

Companies who have developed frozen, individual meals to be sold in supermarkets are responding to ________. A.demographic variables B.geographic variables C.behavioristic variables D.psychographic variables

C

Employees who work the noon meal, have a few hours off, and then return to work the evening meal are said to be on ________. A.relief scheduling B.temporary scheduling C.split shift scheduling D.meal equivalent scheduling

C

Gathering customer input during the service encounter is an example of what form of service marketing research? A.critical incident survey B.trailer call C.process checkpoint evaluation D.requirements research

C

If a menu item is categorized as highly popular but low in contribution to profit, the foodservice manager should: A.promote this item to continue to increase its sales. B.eliminate this item from the menu. C.consider increasing the price of this item. D.ignore this item and focus attention on increasing the popularity of other items.

C

Mystery Shoppers A.usually are known to the manager but not the staff. B.are customers who are asked to provide an exit interview with the manager upon completion of their dining experience. C.usually provide a fairly comprehensive evaluation of the foodservice operation. D.tend to be regular customers at a foodservice operation.

C

The abbreviation, FTE, stands for ________. A.foodservice training exams B.frequently-used temporary employees C.full time equivalents D.full time employees

C

When an arbitrator is called in to hear a grievance, which of the following will occur? A.The arbitrator will meet separately with both parties and negotiate a compromise. B.The arbitrator will offer compromise solutions and either party can choose whether to accept or refuse the solution offered. C.The arbitrator will hear both parties and issue a decision which both parties must accept because an arbitrator's decision is binding. D.The arbitrator will attempt to get both parties to communicate, but has no power to force a settlement.

C

Which of the following is an accurate comparison of products and services? A.Services are produced at one point and sold at another; products are not. B.Services have tangible attributes; products do not. C.Services cannot be stored for future sale; products can. D.Services have homogeneity; products have heterogeneity.

C

A foodservice operation's target market is: A.individuals who are not currently buying a company's product or service. B.individuals randomly chosen to receive free products or services. C.individuals who are used in focus groups to determine customer needs and wants. D.a group of people for whom a company develops a product or service.

D

Asking a candidate for a cook position to complete a math test is an example of which type of testing? A.graphoanalysis B.psychomotor ability C.genetic D.cognitive aptitude

D

Customer satisfaction is part of which component in the foodservice systems model? A.input B.feedback C.transformation D.output

D

Evaluation of the taste and juiciness of a product is termed ________. A.specification evaluation B.physical evaluation C.chemical evaluation D.sensory evaluation

D

Identifying marketing opportunities and potential problems confronting the organization is known as ________. A.target marketing B.strategic planning C.market segmentation D.situation analysis

D

Market segmentation means: A.randomly choosing groups or segments of people to target for product sales. B.selling a variety of products at a variety of stores nationwide to increase sales. C.identifying sales managers to cover specific segments of the country. D.dividing the total market into groups of people with similar product needs.

D

Market share: A.is the process of dividing a total market into groups with similar characteristics. B.classifies costs to determine which are associated with specific marketing activities. C.is a detailed study of sales data to evaluate the marketing strategy. D.is the percentage of industry sales of a product.

D

Natural resources, population density, and subcultural values that influence customer's product needs are referred to as ________ variables. A.behavioristic B.psychographic C.demographic D.geographic

D

Quality attributes of food include all of the following EXCEPT ________. A.microbiological factors B.flavor C.nutrition D.price

D

The Job Descriptive Index was designed to measure: A.service skills of restaurant waitstaff members. B.productivity of foodservice employees. C.resources needed to staff a foodservice operation. D.employee job satisfaction.

D

The Malcom Baldrige Award is given to recognize: A.organizational financial success. B.efficiency in production. C.use of the foodservice systems model. D.quality achievement.

D

The negotiation between management and the union on the terms of employment is termed ________. A.dram shop B.labor relations C.featherbedding D.collective bargaining

D

Which of the following requires that employers analyze their work force and develop a plan of action to correct areas of past discrimination? A.Equal Employment Opportunity B.Wagner C.Equal Pay Act D.Affirmative Action

D

Which of the following would likely result in a narrower span of management? A.having comprehensive policies in place B.having access to staff experts C.having a highly skilled work force D.having complex work that needs to be done

D

An employee who works a 12 hour shift will be paid overtime, if the company uses the 0/40 guideline for paying overtime. TrueFalse

FAlse

A manager can refuse to pay overtime to an employee if that employee did not have managerial approval in advance to work more than the scheduled hours for that day. TrueFalse

False

Affective sensory testing of food products involves evaluation of differences in quality by a consumer panel. TrueFalse

False

Generally the narrower the span of management the more horizontal integration that occurs. TrueFalse

False

ISO 9001 standards are U.S.-based standards for quality performance. True/False

False

Management science techniques, such as linear programming, work best under conditions of risk. TrueFalse

False

Menu mix reflects a menu item's contribution to profit in a foodservice operation. TrueFalse

False

Responsibility is the right to take action because of one's position in the organization

False

A FOCUS-PDCA is a way to coordinate process improvement projects. True/False

True

Performance appraisal is a meeting between an employee and his/her supervisor to discuss strengths and weaknesses in the employee's performance. TrueFalse

True

Assets and liabilities are a part of which financial statement? A.balance sheet B.opening budget C.P&L statement D.income statement

a