Domain III: Management of Food and Nutrition Programs and Services: Functions of Management Flashcards
What are examples of functions of management?
-Plan
-Organize
-Staff
-Direct
-Control/evaluate
____ is the basic function of management
Planning
____ are predetermined goals toward which management directs its efforts
Objectives
Objectives serve as _____ and provide direction
Motivators
_____ are general decision-making guides and boundaries within you must operate (ex: all customer complaints will be addressed within one day)
Policies
_____ are chronological sequences of activities, specific guides for daily operations (ex: how to run the dish machine)
Procedures
___ ____ or ____ planning covers a period of 1 year or less; usually the operating budget (projected in days, weeks, months)
Short range; operational
Long-range planning plans for up to a ____ year cycle, focuses on goals and objectives
5
Long-range planning requires a ___ ____ of long-range vision
Mission statement
_____ planning makes decisions about intended future outcomes, and how success is measured and evaluated
Strategic
There are broad technological and competitive aspects to strategic planning, it sets the ____ for the organization
Direction
A ____ analysis may be done during strategic planning
SWOT
Strategic planning assesses the environment ___ and ____ the organization
Inside and outside
A ____ strategy targets specific, limited-sized market niche
Focus
Examples of a strategic goal:
Decrease hospital length of stay
A ____ ____ ____ involves a simulated emergency situation to test emergency plans
Table top drill
To be most prepared for an emergency, what should be done?
-Personnel should be screened
-Addresses and phone numbers should be updated
-Employees should have ID badges
-Orientation session should be held
-Practice drills should be conducted
-Plan should be posted and updated
-Emergency numbers and warning signals should be listed
-Evacuation route should be posted
-OSHA and HAZMAT numbers posted
-Location of emergency doors, supplies, menu
-Water safety supplies
-Backup storage for computer records
For procurement, receiving, and storage a ___ ___ ____ with vendors, lists of companies that supply foods, the name and ID of delivery persons; delivery routes, days, and times should be available
Memo of understanding
Inspect loading dock for ____ materials
Suspicious
What can be done to ensure security?
-Doors/windows locked when not in use
-Surveillance cameras on docks
-Security personnel
What can be done to avoid an emergency when it comes to production and service of food?
-Safe food practices followed
-Issued foods checked
-Hands washed
-Authorized personnel prepare and serve food
What is included in the organization and staffing function of management?
-Identify tasks and activities
-Divide tasks into positions
-Establish relationships among all other functions of management
An ____ ____ shows how the employee fits into the organization; shows the relationship of positions and functions; depicts lines of authority shown with solid lines (chain of command)
Organizational chart
The chain of command shows the command relationship from the ___ to the ___ level
Top; lowest
____ (staff) positions are shown with dotted lines on an organizational chart
Advisory
Advisory positions ____ and ____ the lines, but are not involved in day-to-day operations (Ex: consultant RD in a nursing home)
Advise and support
____ positions serve as both the line and the staff; has limited authority over a segment of activity because of specialized knowledge, units are defined by the nature of the work (the responsibility of purchasing may be given to a head of purchasing agent who oversees that function in all departments; efficient use of resources)
Functional
___ ___ ___ describes the number of individuals or departments under the direction of one individual
Span of control
With a ____ span of control, more levels are created and more managers are needed (needed with newly hired personnel)
Narrow
With a ____ span of control, there are fewer levels and fewer managers needed; used with highly trained and highly motivated workers
Wide
In conventional acute care facilities, staff should be budgeted for ____ minutes per meal or ___ meals per labor hour
17; 3.5
In extended care facilities, staff should complete ___ meals per labor hour
5
In a cafeteria, staff should produce ___ meals per labor hour
5.5
In school foodservice, staff should complete ___-___ meals per labor hour
13-15
When determining meals served, consider meal ____; if it takes as much time to produce 6 nourishments as it does 1 meal, then 6 nourishments are equal to in labor to 1 meal
Equivalents
Meal equivalents are a measure of ____ defined as the amount of all food sales divided by the average cost of a typical (prototype) meal
Productivity
A work schedule generally includes an 8-hour workday, a ____-minute lunch break, and one or two 15-minute breaks
30
The ____ schedule serves as the overall plan; includes days on and off, vacations; serves as the basis for developing the weekly schedule
Master
A ____ is a staffing pattern for a particular operation; defines positions and hours worked, number of days worked per week, and relief assignments
Shift
A ____ ____ is the time sequencing of events required to produce a meal; includes employee assignments and menu items as well as the quantity to prepare and the timing (what to do and when to do it)
Production schedule
The ____ full-time equivalent is the minimum number of employees needed to staff the facility; counts productive hours (hours actually worked)
Absolute
____ full-time equivalent takes into account the benefit days and days off
Adjusted
A full-time equivalent per day is labor hours worked during the day divided by ___ hours of normal workload
8
An FTE per week is labor hours worked during the week divided by ____ hours of normal workload
40
A FTE per year is labor hours worked during the year divided by ____ hours of normal workload
2080
When hiring ____ workers, approximately 1.55 employees are necessary for everyday coverage of full-time positions
Relief
Full-time employees generally are available, on average, ____ days per year because of off days and benefit days
236
To determine the actual number of employees needed, multiply the number of full-time positions by ____ (129/236) to get the number of relief workers needed to cover 365 days per year
0.55
Employees + relief employees = …
Total number of employees
Hospital food services positions cover a 7-day week; employees work 5 days and have 2 days off; a relief worker covers those ___ days off and can also work a 5-day week; so a relief worker can cover the “days off” of 2.5 full-time workers each week
2
____ is the efficiency with which a production or service activity converts inputs into outputs, expressed as ratios
Productivity
Inputs, or resources, are things like…
-Labor
-Money
-Materials
-Facilities
-Energy
Outputs, or units of services, are things like…
-Meals
-Patient days
-Consults
Examples of productivity ratios:
-Labor minutes worked per day
-Trays per minute
-Consults per labor hour
To increase the productivity, ____ the output or ____ the input
Increase; decrease
Work ____ procedures increase productivity and decrease costs
Simplification
The purpose of work simplification procedures is to eliminate ___ parts of the job and those that add no value
Unnecessary
Work simplification looks at the ____ parts of the job (hand movements, steps taken)
Smallest
___ ___ is a simplification procedure that works to reduce motions and time required; use shortest and straightest routes to move materials; movement should be simultaneous, symmetrical, natural, rhythmic, and habitual
Motion economy
____ ___ is a simplification procedure that observes random samples (intermittent observations) to determine the percentage of time working or idle
Occurrence sampling
A pathway chart or ___ diagram is a simplification procedure that is a scale drawing that shows the path of a worker during a process
Flow
____ charts are another simplification procedure that shows the movement of hands; reduced transportation and re-plan work areas; use both hands simultaneously and effectively
Operation
____ charts show the steps involved in a process using symbols
Process
____ charts show the efficiency of equipment placement, study work motions, and show the number of movements between pieces of equipment
Cross
With ____, the manager leads
Directing
Directing involves ____, which links activities of various departments within the organization
Coordination
Directing also involves ____, which is the distribution of work to qualified people
Delegation
A manager must…
-Have a clear understanding of what they want done
-Give specific instructions
-Motivate
-Provide training
-Require complete work
-Establish adequate controls
A barrier to delegation is a manager ____ to delegate; managers may feel they can do better themselves, feel a loss of power, may be too disorganized to plan ahead, or have lack of confidence in subordinates
Reluctance
Delegate duties to the ____ competent level
Lowest
____ is the process of transmitting and receiving information to bring about a desired action
Communication
____ (response) tells you if the correct message has been conveyed
Feedback
Barriers to effective communication:
-Words not understood correctly
-Poor voice quality
-illegible handwriting
____ skills are essential are the most critical part of communication
Listening
____ communication comes from the department head down through the ranks of workers (chain of command)
Downward
Examples of downward communication:
-Procedure manuals
-Policy statement
____ communication comes from the workers up to the department head
Upward
Examples of upward communication:
-Open-door policy
-Suggestion boxes
-Grievance procedures
Upward communication provides employees an opportunity to have a ___ in what happens; management needs to receive vital information from lower levels
Say
_____ communication is between departments (like nutrition and nursing) or between production and service within the nutrition department
Horizontal
____ communication minimizes time and effort expended in organizations; it is communication between functions diagonally placed (Ex: ordering clerk in foodservice sends requires directly to the purchasing department, not through food service channel)
Diagonal
_____ channels of communication (through the grapevine) meet social needs of a group
Informal
Motivational theories and strategies supply a personal ____ for the worker
Incentive
___ ____ ___ ____ explains determinants of behavior, motivated by the desire to satisfy specific needs
Maslow’s Hierarchy of Needs
What are the basic needs, as explained by Maslow’s Hierarchy of Needs?
-Physiological (survival needs): food clothing shelter, pay, benefits, working conditions, schedule
-Security and safety: insurance, retirement plans, job security
What are the higher human needs (motivators), as explained by Maslow’s Hierarchy of Needs?
-Social (organized activities): belonging, acceptance, affiliation
-Self-esteem: job title, praise, rewards, promotions, recognition
-Self-realization (self-actualization, realizing your potential growth using creative talents): advanced training, job enrichment
When ____ needs are met, then the higher needs become ____
Basic; motivators
Herzberg’s two-factor theory is the ____ and ____ approach
Motivation and maintenance
In Herzberg’s two-factor theory, maintenance represents _____ factors (satisfiers, dissatisfiers)
Hygeine
If hygiene factors are present and perceived as good, they are ____
Satisfiers
If hygiene factors are lacking or perceived as negative, they are ____ and will interfere with work
Dissatisfiers
The Herzberg two-factor theory states that maintenance (hygiene) factors do not produce ____, but they can prevent it from occurring
Motivation
What are examples of maintenance (hygiene) factors as defined by Herzberg’s two-factor theory?
-Fair wage
-Insurance
-Retirement benefit
-Supervision
-Schedule
-Working conditions
-Interpersonal relationships on the job
Maintenance (hygiene) factors as defined by Herzberg’s two-factor theory maintain ____ level of need satisfaction
Minimal
Motivation factors as defined by Herzberg’s two-factor theory call forth ____ and ___ (job enrichment)
Energy and enthusiasm
What are examples of motivation factors as defined by Herzberg’s two-factor theory?
-Achievement
-Personal accomplishment
-Recognition
-Responsibility
-Participation in decision making
-Opportunity to grow and advance
