Chapter 7 Flashcards
Movement of food from production to service is _______
Distribution
Presentation of food to the customer is ________
Service
The Distribution of food from production to the customer depends primarily on four factors:
- type of production stem in use
- degree of meal reassembly prior to service
- physical distance between production and service
- amount of time between completion of production until the time of service
What is another name for mobile robots that are used in some large medical centers such as Ohio State University Medical Center and Rush University Medical Center to move meal carts from the kitchen to the patient units?
Automated guided vehicles
Hot Thermal Retention is a meal distribution that includes:
- Heated base
- Insulated Componens
- Heat support cart
Hot & Cold Thermal Retention is a meal distribution that includes:
- Split Tray
- Match-a-tray Insulated tray
- Insulated Components
Cold Thermal Retention/Food Reheating is a type of meal distribution that includes:
1.Refridgerated carts w/ conduction heat units
2. Split cart- refrigerated & convection heat
3.
No thermal Support is a type of meal distribution that includes:
- Covered tray
Food products are produced in one location and transported to various locations for assembly at sites near the customer is known as
decentralized meal assembly
Microwave ovens, convection ovens, and conduction heat units are three methods of
Heat processing
Food items are prepared and assembled on trays before being transported to other locations for service is known as
centralized meal assembly
What can be categorized as table service, counter service, quick service, self-service, tray service, take-out service, and delivery?
Categories of Service
Service by a waitperson is
table service
arrangements that provide fast service for customer and efficiency for establishment that include diners, coffee shops,are
counter service
Straight-line counter, U-shaped Counter, Rectangular Counter, Bays & U-shaped counters, are all counters used in
counter service
The customer chooses what they want from displayed food items or service counters and goes to a central point to pay for the items is
self-service
silent salesperson with a built in cash register is a
vending machine
Food carried on a tray to a person by a foodservice employee, used primarily in health care institutions and in flight meal is known as
tray service
what service allows consumers to purchase food at one location and enjoy that food in a location of their choice?
Takeout service
What programs involves food items being packaged and sold as meals for consumption in the home?
home meal replacement
What service involves transporting prepared food items from the foodservice operation to the customer?
Delivery Service
What is a philosophy, a thought process, a set of values and attitudes, and a set of methods. That is the organization of customer-driven one takes time, resources, planning, imagination, and tremendous commitment?
Service Management
What Philosophy that emphasizes that all quality standards and measures should be customer referenced and should help people guide the organization to deliver outstanding value to its customers?
Total Quality Service
What is a mental frame of reference that dominates the way people think and act?
paradigm
What is the combination of the tangible and intangible experienced by customers t the various moments of truth that become their perception of doing business with an organization?
Total customer value
What is a new set of rules, from a quality to a total customer value paradigm thats occurring in organizations?
paradigm shift
What is the technique being used by foodservice managers to involve employees in the total customer value concept?
cross training
A pattern of service in which there is poor procedural and personal service; it conveys the message, “we don’t really care about you.”
Freezer
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”
Factory
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 really known what we are doing”
friendly zoo
A pattern of service in which both personal and procedural dimensions are handled well; it conveys the message, “we car about you and we deliver.”
quality customer service
- Understand customer procedural and personal service expectations
- Establish a quality service culture and leadership climate
3.Institiute clear and concise service-delivery standards - incorporate service culture and leadership climate
- assess progress and reward successes
- Continually work on improving quality service
are the
Martin’s six-step approach
When there is a food service failure the food service should
- listen
- repeat
- apologize
- acknowledge
- make
- explains
- says
tips are
voluntary
service charges are
involuntary
What type of authenticity is perceived as authentic because it is in its natural state, not artificial or synthetic; for example, organic foods and handmade soap?
natural authenticity
What type of authenticity is perceives as authentic because of its original design or being first of its kind, not a copy, sushi as the iPod and coca-cola in glass bottles?
original authenticity
What type of authenticity is perceived as authentic because what they do is done exceptionally well, executed individually; for examples, nordstroms, ritz=carlton, and cuban cigars?
exceptional authenticity
What type of authenticity is perceived as authentic because of the inspiration form human history or shared memories; for example chines tea ceremony and neon lights in las vegas
referential authenticity
What type of authenticity is perceived as authentic because of influences exerted on others calling human beings to a higher goal for example, hard rock cafes save the planet slogan ?
influential authenticity
