C7 Distribution & Service

Question 1

Distribution

Answer 1

Movement of food from production to service.

Question 2

Service

Answer 2

Presentation of food to the customer. Is a major part of every foodservice operation.

Question 3

Distribution & Service are a subsystem of which element of the Foodservice systems model?

Answer 3

Are a subsystem of the Transformation element of the foodservice model.

Question 4

The distribution of food from production to the customer depends primarily on 4 factors:

Answer 4

Type of production system. Degree of meal pre-assembly prior to service. Physical distance between production & service. Amount of time between completion of production until time of service.

Question 5

Decentralized meal assembly

Answer 5

Food products are produced in one location & transported to various locations for assembly at sites near customer.

Question 6

Centralized meal assembly

Answer 6

Food items are prepared & assembled on trays before being transported to other locations for service.

Question 7

Categories of service

Answer 7

Table, Counter, Self-service, Tray, Takeout, and Delivery service.

Question 8

Service management

Answer 8

is a philosophy, a thought process, a set of values & attitudes, & a set of methods. Customer driven.

Question 9

Total quality service (TQS)

Answer 9

Service model in which the focus is on the reason the organization exists, which is to serve. Standards and measures should be customer driven.

Question 10

paradigm

Answer 10

a mental frame of reference that dominates the way people think and act.

Question 11

Total customer value

Answer 11

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.

Question 12

paradigm shift

Answer 12

A new set of rules, from a quality to a total customer value paradigm is occurring in organizations.

Question 13

Cross-training

Answer 13

Technique used to involve employees in the total customer value concept.

Question 14

Self-service

Answer 14

Customer chooses what they want from displayed food items or services counters and goes to a central point to pay for them. Also, buffets, vending, food carts.

Question 15

Cafeteria service

Answer 15

Advance preparation and self-service or employee served. Used in on-site and employee-feeding operations. Counter-clockwise.

Question 16

The scramble

Answer 16

aka food court system. Various stations or food counters & possibly a center island. Allows customers to move from station to station. Saves time.

Question 17

scripting

Answer 17

the use of predetermined text designed for particular situations, such as entering patients’s rooms.

Question 18

Four patterns of customer service

Answer 18

Freezer, factory, friendly zoo, quality customer service.

Question 19

Design of the system is affected by:

Answer 19

Physical layout of the operation. Customers’ nutrition and social needs. Type of food production system used. Operation’s standards. The timing of meal service; skill of service personal, cost of equipment.

Question 20

Meal service includes:

Answer 20

Tray service to patient’s rooms. Cafeteria service for visitors, staff, & ambulatory residents. Dining service - depending on type of health care: long-term vs acute care.

Question 21

Three functions:

Answer 21

Assembly, delivery, service to customer.

Question 22

Two tray assembly systems:

Answer 22

Decentralized, and centralized.

Question 23

Hot thermal retention

Answer 23

Meal distribution method. Insulated heated base (pellet, unitized base, induction heat base). Used in 45% of American hospitals. Inexpensive.

Question 24

Hot and Cold Thermal Retention

Answer 24

Meal distribution method using an insulated tray. Hot foods are kept hot, cold, cold. Can be split tray, match-a-tray, or insulated components. Can be expensive, parts are often rented & requires special dish machine and dishes.

Question 25

Heat Processing Methods

Answer 25

How the food is rethermalized. Microwave oven, convection oven, conduction heat units,

Question 26

Convection oven

Answer 26

Air is circulated around food as it cooks. Food cooks more evenly in less time & at lower temps then in conventional oven.

Question 27

Conduction heat units

Answer 27

Contact plate heater carts Conduction is a method of heat transfer where a piece of food is heated through direct contact with a hotter object like a hot pan. Conduction also occurs when heat is transferred from a hotter part of a food item to a cooler part of itself.

Question 28

Induction heat units

Answer 28

Induction cooktops use an electromagnetic field to heat up a pan while leaving the cooking surface cool to the touch and without heating the air around the cooktop. It’s much safer and more energy efficient than either gas or electric cooking.

Question 29

Risk factors for MSI

Answer 29

Musculo skeletal injuries. Forse, repetition, awkward postures, static postures, contact stress.