W2 Managing Quality Flashcards
Define quality
characteristics of a product/service that bear on its ability to satisfy stated/implied needs; free of defects
what are the components of quality?
- defined by customer via satisfaction
- approach to business
- aimed at performance excellence
- increase customer satis.; reduce cycle times and costs; eliminate errors/rework
What are the approaches to quality?
quality assurance (QA)
Total Quality Management (TQM)
Continuous Quality Improvement (CQI)
- reengineering
-lean
What are the characteristics of quality assurance (QA)?
- output oriented
- defining measurable quality standards
- controls in place to ensure standards are met
- reactive process
- predicated on follow up and inspection
Define total quality management (TQM)
- management philosophy directed at improving customer satisfaction
- promote positive change & effective cultural environment for continuous improvement
What are the components of TQM?
- long term organization commitment
- change of processes not people
- focus on customer
- sequential steps to control processes
- empower employees
- team approach to achieve change
What assumption is made when using TQM?
people want to do a good job and concerned about quality
What are the steps of TQM?
identify problem
determine causes
develop measurable improvement
select and implement best solution
collect data to measure improvement
select and implement best solution
collect data to measure results statistically
refine solution and repeat cycle
Define continuous quality improvement (CQI)
reviewing operation on regular basis with goal of finding ways to continually improve processes
What is the re-engineering process?
process: end to end set of activities together create value for customer
improving processes core to business rather than individual tasks
rethinking and radical redesign of business processes to achieve dramatic improvements in performance
Define lean
to maximize customer value while minimizing waste
- creating more value for customers with fewer resources
What are the steps of lean?
- Identify features that create value for customers
- document value stream
- improve flow
- customer pulls product through process
- perfect process
What types of waste are generated with lean thinking?
- excess processing
- non used talent
- defects
- over production
- inventory
- waiting
- motion
- transportation
What is the theory of constraints? What are the types of constraints?
anything that keeps the organization from reaching its goals
physical- capacity of machine/employee
non physical- demand of product/company policies
What is needed for quality standards in institutional food services?
- accreditation of healthcare organizations
- benchmarking within and among organizations
What challenges may arise from implementing quality initiatives?
- pushing productivity may cause quality to suffer
- quality costs more
What are the healthcare outcomes?
- Patient satisfaction (outcomes)
- clinical outcomes
- economic outcomes
What is a menu?
list of items available for selection by customer; most important and primary internal control for fs operation
What are the characteristics of a menu?
-controls each subsystem
- determinant for budget
- reflects organization’s brand identity
- layout of operation and equipment needed
-dictates production work and food served
- dictates number and types of dishes, cutlery, etc. for washing/sanitizing
What are some examples of menu trends?
- on the go offerings
- healthful menu options
- alternate meat offerings
- locally and sustainably grown
- ethnic authenticity
What are the different types of menu presentation?
- paper
- spoken
- room service
- menu boards
What is the purpose of menu presentation?
sales tool
customer education
what are the different types of menu presentation?
-paper menu
- spoken menu
- room service menu
-using menu boards
What is a menu pattern and give an example.
outline of menu item categories for each meal
eg. appetizer> entrée> dessert
What should be taken into consideration when menu planning?
- broad and regional appeal
- need to balance labor & food costs
- add variety to seasonal menus
- keep cyclic menus exciting by including new items along with old favorites
What factors affect menu planning?
- Customer satisfaction
- sociocultural factors
- food habits & preferences
- nutritional & diet specific needs
What are aesthetic factors that affect menu planning?
texture, flavor, color, shape, consistency
What changes could be made to make a menu more sustainable?
- locally grown/produced
- in season foods
- sustainable seafood
- limited use of processed foods
- replace meat entrees with vegetarian entrees
What management decisions need to be made?
- Food cost
- Production capability
- Type of service
- Availability of foods
What considerations are needed for food costs?
- be aware of both raw and prepared food costs
- determine:
food cost %= food cost sale price (35-40% in most operations)
What considerations are needed for production availability?
- several resources must be considered- labor is primary
- # of labor hours & # of labor and skill personnel determine complexity of menu
- affected by layout of food production facility &availability of equipment
What considerations are needed for types of service?
- equipment for holding and serving affect menu selections
- availability of sufficient dishware, flatware, glassware
-restaurant with table service have different menu selections
What considerations are needed for availability of foods?
- improvement in transporting food (nationally and internationally); food preservation makes many foods available throughout the year (examples?)
-local foods added to menu during growing season (why?) - consider frequency of delivery from various food distributors
What are other factors that need to be considered when menu planning?
of items offered, type of menu, frequency of revision
What are the different types of menu?
- static
- cyclic
- single use
What needs to be considered for the on site foodservice menu planning process?
- designed on 3 meals a day plan
- cycle menu used (Avg length 1-3 weeks or longer)
- length of stay determines length of menu cycle
- meal is planned around the entree, chosen first
What are the steps of on site foodservice menu planning process?
- Plan dinner meats/entrees for entire cycle
- choose luncheon entrees/main dishes (avoid same as dinner)
- choose starch item appropriate to serve with entree
- choose salads, side dishes, and appetizers
- plan dessert for lunch and dinner
- add breakfast & any other meals
- Review: govern. reg., managerial considerations, clientele needs are met
What kind of emergency preparedness menu would be used/made if there is a shortage of staff, equipment, and supply?
serve non select menu using disposable ware
What kind of emergency preparedness menu would be used if supply deliveries are impacted?
daily menus are written based on available refrigerated then frozen & storeroom items
What are some changes that would be made if there was a staff and equipment shortage?
you won’t have a lot of employees and can’t wash dishes so you switch to single use things, and only have one option on the menu due to limited resources
