Chapter 7: Distribution and Service Flashcards
Distribution
Movement of food from production to service.
Service
Presentation of food to the customer.
Automated Guided Vehicles
Mobile robots used to move carts and supplies.
Decentralized Meal Assembly
Food is 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 are assembled in area close to production.
Categories of Service
- Table Service
- Counter Service
- Self-Service
- Tray Service
- Takeout Service
- Delivery Service
Table Service
A very common form of service in the commercial segment of the industry. It can be very simple or extremely elaborate; it’s distinguishing characteristic is service by a waitperson.
Counter Service
Often found in diners, coffee shops, and other establishments in which patrons are looking for speedy service. People eating alone can join others at a counter and enjoy the companionship.
Self-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.
Tray Service
Food is carried on a tray to a person by a foodservice employee. Used primarily in healthcare institutions and for in-flight meal service in the airline industry.
Takeout Service
Allows consumers to purchase food at one location and then enjoy that food in a location of their choice.
Delivery Service
Involves transporting prepared food items from the foodservice operation to the customer.
Scripting
Employee saying 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 foodservice operation and taken or delivered to the home.
Service Management
Philosophy, thought process, set of values and attitudes, and methods that focuses managers on importance of service.
Total Quality Service
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.
Total Customer Value
Combination of the tangible and intangible experienced by customers that become their perception of doing business with an organization.
Paradigm Shift
Changing the way one views a situation.
Cross-Training
Technique being used to familiarize employees with other jobs in the organization.
The 4 Basic Patterns of Customer Service
- Freezer
- Factory
- Friendly Zoo
- Quality 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 really know what we are doing”.
Quality Customer Service
A patter of service in which both personal and procedural dimensions are handled well; it conveys the message, “We care about you, and we deliver”.
Natural Authenticity
Perceived as authentic because it is in its natural state, not artificial or synthetic; for example, organic foods and handmade soap.
Original Authenticity
Perceived as authentic because of its original design or being first of its kind, not a copy, such as the iPod and Coca-Cola in glass bottles.
Exceptional Authenticity
Perceived as authentic because what they do is done exceptionally well, executed individually; for example, Nordstrom’s, Ritz-Carolton, and Cuban cigars.
Influential Authenticity
Perceived as authentic because of influence exerted on others, calling human beings to a higher goal; for example, Hard Rock Cafe’s “Save the Planet” sustainable slogan.
Referential Authenticity
Perceived as authentic because of the inspiration from human history or shared memories; for example, the Chinese tea ceremony and neon lights in Las Vegas.
American Style
Involves plating the food in the kitchen or service kitchen and then presenting it to the guest.
Family Style
Food is brought to the table on platters or in bowls by the waitstaff and then passed around the table by guests.
French Style
Food is prepared at the table, such as bananas foster or steak Diane.
The 3 Styles of Table Service
- American Style
- Family Style
- French Style
The 5 Types of Self-Service Operations
- Cafeteria
- Quick Service
- Buffet
- Vending Machines
- Mobile Foodservice
7 Steps to Gracious Problem-Solving
- Listens
- Repeats
- Apologizes
- Acknowledges
- Makes
- Explains
- Says “Thank You”
The Distribution of Food from Production to the Customer Depends Primarily on Four Factors:
- Type of production system in use
- Degree of meal preassembly prior to service
- Physical distance between production and service
- Amount of time between completion of production until the time of service
Cafeteria Service
Characterized by advance preparation and self-service or employee-served of most, if not all, menu items.
