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
