Domain 3: Food Service Management Flashcards
What are the four staffing patterns and how many meals/labor hr do they each provide?
Acute care conventional: 17 mins/meal OR 3.5 meals/labor hr
Extended care facilities: 5 meals/labor hr
Cafeteria: 5.5 meals/labor hr
School foodservice: 13-15 meals/labor hr
What is the difference between a master schedule, a shift schedule, and a production schedule?
Master = days on/days off, vacations
- basis for weekly schedules
Shift = staffing for a particular operation
- # of hrs and days worked, relief assignments
Production = how much time you need for an event
- what to do and when
What is the difference between absolute FTE and adjusted FTE?
Absolute FTE = min number of employees needed to staff the facility
- counts productive hrs aka hrs actually worked
Adjusted FTE = also takes into account the benefit days and days off
What are the equations for calculating FTE/day, week, and year?
FTE/day = labor hrs worked/day / 8 hr normal work load
FTE/week = labor hrs worked/week /40 hr normal work load
FTE/year = labor hrs worked that year/2080
How do you calculate the number of relief employees needed to cover 365 days per yr?
number of full time positions x 0.55
Describe the 6 examples of work simplification procedures.
Motion economy: fastest/shortest route to do something
- Movement should be simultaneous, symmetrical, natural, rhythmic, habitual
Occurrence sampling: randomly observe them to measure % idle time
Pathway chart/flow diagram: drawing of a worker’s pathway
Operational chart: movement of hands; use both hands simultaneously/effectively
Process chart: steps involved in the process using symbols
Cross chart: efficiency of equipment placement
- Looks at work motions, movement between equipment pieces
What is Maslow’s Hierarchy of Needs? Give examples of each level.
When basic needs are met, then the higher needs become motivators
Physiological Needs: pay, benefits, working conditions, schedule
Security and Safety: insurance, retirement plans, job security
Social: belonging, acceptance, affiliation
Self-esteem: job title, praise, rewards, promotions, recognition
Self-realization: advanced training, job enrichment
What is Herzberg’s two-factor theory?
Maintenance factors (satisfiers vs dissatisfiers)
- Fair wage, insurance, retirement benefits, supervision, schedule, working conditions, etc.
- DON’T produce motivation but CAN PREVENT motivation from occurring
- Satisfier = present and perceived as good
- Dissatisfier = lacking or perceived as negative; will interfere with work
Motivators: job enrichment
- Achievement, personal accomplishments, recognition, responsibility, participation in decision-making, etc.
What is McClelland’s theory?
all people have three needs (need to achieve, need for power, need for affiliation)
Achievement = sales and management positions; task-oriented, can manage themselves
Affiliation = need to be liked by others
Power = enjoy competition, seek confrontation
What is MacGregor’s theory?
manager’s attitude toward employees impacts job performance
Theory X - negative, autocratic
- People inherently dislike work and will avoid it if possible
- Motivate through fear and direct through pressure
Theory Y - positive, participative
- Work is natural
- Management creates environment where workers achieve goals via directing their own efforts
What are the Hawthorne studies (Western, electric, Elton Mayo)?
involve people in the process so they’re more productive
Increased productivity via work breaks, special attention to employees, supervisors treating employees well, they’re involved in an interesting experience
Placebo effect = special attention improves behavior
What is the expectancy theory (Beer, Vroom)?
rewards are only motivators during certain circumstances
Employees must think the rewards are worth it and that if they perform well, they get those rewards
Path-Goal Theory = Motivation d/t the EXPECTATION that a behavior will lead to a certain goal and how strongly they want that goal. Is the reward valuable???
What are the 6 motivational theories and strategies?
Maslow’s hierarchy of needs
Herzberg’s two-factor theory
McClelland’s theory
Macgregor
Hawthorne studies
Expectancy theory
What is the Likert leadership theory?
management of conflict; Four basic systems that range from job-centered to employee-centered
Exploitive, autocratic
Benevolent, autocratic
Consultative
Participative (most effective)
What is the peter principle?
may promote someone to a level of INcompetence (not recommended)
What is the leadership continuum (Tanenbaum and Schmidt)?
Tells decision → sells decision → discusses decision → asks for input on decision → collaborates on decision → delegates responsibility for decision
What is the contingency approach: fielder?
Task-oriented leader more effective in highly favorable and unfavorable situations (group ready to be lead)
Relationship-oriented leader best in moderately favorable situations
What is the leadership effectiveness model (Hersey, blanchard, johnson)?
Low readiness = Tell
Low - moderate readiness = Sell
Moderate - high readiness = Participate
High readiness = Delegate
What is a reciprocal approach to leadership?
focus on interactions among leaders and followers instead of leader characteristics
Transactional (Autocratic) = your relationship with employees is a transaction. If they do a good job, you reward them and if they don’t, you punish them
Transformational (Participatory) = you want them to transform into something better. You inspire them to work hard, motivating them to work towards organizational goals vs their own personal gain
What is the traditional/classic management theory?
coordination is the main responsibility of management
Focus on tasks, structure, authority
Scalar principle = authority/responsibility flow vertically from high to low echelons
Unity of command = everyone accountable to only one supervisor
Too mechanistic, job-focused and impersonal, no group interactions/decision-making processes
What is the Human Relations (behavioral) theory of management?
workers exist in social groups
Employee participation in decision-making is key
Theory Z (Ouchi) = consensus decision-making; everyone affected by the decision helps make it
What is the systems approach? What are characteristics of an open system?
system is an organized whole composed of interdependent subsystems
Characteristics of open systems:
- Interdependency of parts → integration and synergy
- Dynamic equilibrium: continuous response and adaptation to environment
- Equifinality: various alternatives can be used to achieve similar results
- Permeability of boundaries: system can be affected by changing environment
- Interface: where two systems/subsystems interact with each other
What is scientific management (Taylor)?
Expects workers to work as fast as possible at max efficiency
Focuses on the physical aspect of the job (assembly line, manufacturing)
Find the best way of performing tasks
What is management by objectives (MBO) by Drucker?
Manage employees in a democratic form, providing control from within
Establish performance goals and objectives WITH employees
Participative leadership
At which levels of management are technical, human, and conceptual managerial skills most important?
Technical (techniques, procedures) = important in LOWER levels of management
Human = interpersonal; important at all levels but really important at LOWER levels of management
Conceptual = can see organization as a whole; important at HIGHER ranks of management
What is the nominal group technique?
more structured/controlled than an ordinary brainstorming group
Silent generation of ideas; sit in horseshoe formation; round robin reporting; group ranks items in PRIORITY ORDER then votes
What is the delphi technique?
consensus of experts; experts DO NOT MEET
Method of group decision-making and forecasting that involves successively collaborating but not face to face
Pick the brains of experts via WRITTEN interviews, then come to a consensus
What is the cause and effect (fish) diagram?
brainstorming to see what the event was caused by and what effect it had
What are the causes of the effects (results) you are seeking?
If the effect (results) is unsuccessful, look at the possible causes
What is the pareto analysis?
bar chart: shows relative importance of problem
Work on the tallest bar/prob that occurs most frequently
80-20 rule: 80% of a given outcome results from 20% of an input
What is queuing theory?
used to analyze flow of customers in a cafeteria
Balance cost of waiting lines with the cost of preventing waiting lines via increased service
What is the National Labor Relations Act? What other name does it go by and what year was it made?
Wagner Act 1935
pro labor
Right to organize and join labor unions; union = bargaining agent
NLRB (National Labor Relations Board) listens to claims of unfair labor practice
What is the Taft Hartley Labor Act? What other name does it go by and what year was it made?
Labor Management Relations Act 1947
pro management
Outlawed the closed shop, limited union shop to 1 yr
Gov can obtain injunction against strikes that are dangerous/unsafe for the public
Specified unfair labor practices of the union
What is the Landrum-Griffin Labor Management Reporting and Disclosure Act and what year was it made?
1959
Bill of rights; regulates internal union affairs
What is the Civil Rights Act of 1964? What Title number is it?
Title 7
Prevents discrimination based on race, color, national origin; prohibits sexual harassment
Overseen by the EEOC (equal employment opportunity commission)
What is the Equal Employment Opportunity Act and what year was it made?
1972
No employment discrimination based on race, color, religion, sex, national origin, political affiliation
Overseen by EEOC
What is the Fair Labor Standards Act and what year was it made?
1938
set minimum wage and overtime
Occupations exempt = executive, administrative, professional, outside salespersons
Amendment = Equal Pay Act 1963: no discrimination based on sex
Child labor laws; in foodservice, students can handle and clean cutlery only if enrolled in food-related programs
What is the Age Discrimination Act of 1967?
No discrimination based on age
What is the Family and Medical Leave Act and what year was it made?
1993
places w/ >50 workers
Up to 12 work weeks of unpaid, job-protected leave for birth/adoption/medical issues for you or family
When you come back you can get an EQUAL job but not necessarily the SAME job
What is the Americans with Disabilities Act and what year was it made?
1992
places with 15+ employees
Must specify “essential” job functions and provide “reasonable accommodations”
- Remove barriers
- Wide aisles (36”) and doors (32”)
- Install ramps
- Lower shelves and phones
- Rearrange tables and chairs
- Flashing alarm lights
What is HIPAA and what year was it made?
1996
Employees can transfer coverage of existing health issue to a new employer’s insurance plan
What is the Social Security Act and what year was it made?
1935
Protects employees against wage loss d/t retirement, unemployment or disability
What are the 4 union shop types?
Union Shop: must join union AFTER being hired - illegal in public employment
Open Shop: can join union or not
Closed Shop: must be member of union first BEFORE hiring - illegal in public employment
Agency Shop: all workers must pay agency fee, but not required to join union
Explain the 3 obstacles to effective employee appraisals.
Halo effect: judge on most noticeable positive trait
Leniency of error: rate everyone higher than they deserve
Error of central tendency: rate everyone as average
What is the equation for labor turnover rate?
(number of employees terminated/total positions in dept) x 100
What is the difference between cultural humility vs competence vs sensitivity?
Cultural humility: ability to stay open to other aspects of cultural identity that are most important to the client/employee
Cultural competence: ability of a place to care for patients with diverse values, beliefs, and behaviors
Cultural sensitivity: AWARENESS of similarities and differences among various cultures when communicating with them
What are the four types of budgets and what are they used for?
Operating Budget: forecast for a specific period of time. FIRST forecast income, THEN budget expenditures r/t projected income
Cash Budget: used to determine if funds will be available when you need them
Capital Budget: plant facilities, equipment, cost of improvements and repairs, etc. Includes expenditures whose returns are expected to last beyond 1 yr
Pro Forma Statement: hypothetical; projects EXPECTED income, expenses and profit
What are the 5 methods used to establish line items within a budget?
Traditional (incremental, baseline): uses existing budget as base then projects changes in upcoming year r/t current budget
This year’s expenses + inflation factor; control-oriented
Zero-Based Budget (ZBB): begins at 0; justify each expense
E.g. PPBS aka Planning, Programming, Budgeting System, past allocations not used to project future allocations
Fixed Budget: no expected major change in pt or customer count during the yr
Flexible Budget: adjusted with varying levels of revenue throughout the year
E.g. closing a floor for renovation
Performance Budget: details how much it costs to perform an activity
What is the difference between straight line depreciation and accumulated depreciation?
Straight line depreciation: ANNUAL depreciation
(value of equipment aka cost - salvage value)/# of yrs of useful life
Accumulated depreciation: included in FIXED ASSETS
Original cost of the item - total depreciation up to a given date
How do you calculate the EP cost/lb?
(AP/EP) = EP cost/lb
What is the difference between an income statement and a balance sheet?
Income Statement: revenue and expense statement
- Over a period of time; DYNAMIC
- Analyzes operational effectiveness
Balance Sheet: assets and liabilities; quick way to review financial condition
- financial condition as of a particular date; STATIC
- Assets should be = liabilities + capital
- Analyzes operational effectiveness
What is a liquidity ratio?
asses ability to meet short term debt aka pay bills when due
Current assets and liabilities
What is a net worth ratio?
assess ability to meet long term debt aka solvency
Total assets and liabilities; debt to asset ratio
What is a turnover ratio and how do you calculate the inventory turnover rate?
are you efficiently using the assets to produce more income?
Inventory turnover rate = cost of goods sold / avg inventory cost
How do you calculate food cost percentage?
Food cost percentage = daily food cost/ daily income
How do you calculate profit margin?
net profit/sales dollars aka revenue
How do you calculate the payback period?
Payback period = costs of service/dollars saved
What are the steps in the budget projection process?
Determine actual costs for this year
Multiply by expected increase for next year
Add the increase in cost to the current cost
Total all costs
How do you calculate breakeven point in units sold?
BE = Fixed costs/ (selling price - variable cost)
How do you calculate BE in sales volume?
BE = fixed costs/[1-(variable costs/selling price)]
How do you determine selling price using the factor pricing (traditional/markup) method?
Selling price = markup factor x raw food cost
Markup factor = 100/food cost %
How do you determine selling price using the prime cost method?
Prime cost = raw food cost + direct labor cost
Price factor (markup) = 100/(food cost % + direct labor cost %)
Selling price = Prime cost x price factor aka markup
How do you determine selling price using the cost of profit pricing method?
Targeted food cost percentage = 100 - (cost of labor + food cost)
Selling price = total food cost/desired food cost %
What is the Kaizen Philosophy?
“Good change” = making continuous, small incremental improvements daily instead of large revolutionary changes
Teamwork, discipline, improved morale, quality circles and suggestions for improvements
