Foodservice Organizations : A Managerial and Systems Approach

by Spears, Marian C.

• ISBN13: 9780138952365
• ISBN10: 0138952361
• Edition: 4th
• Format: Hardcover
• Copyright: 1999-12-01
• Publisher: PRENTICE HALL

Summary

For junior/senior and graduate-level courses in Introduction to Food and Beverage Operations and Foodservice Organization and Management. This popular text presents a comprehensive portrait of commercial and non-commercial foodservice, emphasizing a real-world focus on the foodservice customer and the customer's satisfaction. Practical illustrations taken from everyday life reinforce theory and concepts, while coverage explores management and marketing issues and examines delivery systems. It also addresses issues involved in planning, ingredient and quality control, production, food safety, sanitation, and maintenanceas well as the management of supplies, employees and finances.

Table of Contents

Part 1 Introduction	1	(128)
Marriott Case Study: Overview of Marriott Senior Living Services	2	(7)
The Foodservice Industry	9	(30)
Trend Spotting	9	(3)
Age Dynamics	10	(1)
All Together Now	10	(1)
Do It Yourself	10	(1)
Me, Myself, and I	11	(1)
Foodservice Industry Trends	12	(5)
Partnering	13	(1)
Contracting	13	(1)
Franchising	14	(1)
Multidepartment Management	15	(1)
Home Meal Replacement	16	(1)
Industry Segmentation	17	(18)
Commercial Segment	17	(4)
Noncommercial Segment	21	(3)
Institutional Segments	24	(11)
Nontraditional Noncommercial	35	(1)
Summary	35	(1)
Bibliography	36	(3)
Systems Approach to a Foodservice Organization	39	(25)
The Systems Concept	39	(2)
The Organization as a System	41	(1)
Characteristics of Open Systems	42	(3)
A Foodservice System Model	45	(4)
Quality in the Foodservice System	49	(11)
Quality Assurance	50	(4)
Total Quality Management	54	(6)
Summary	60	(1)
Bibliography	61	(3)
Managing Foodservice Systems	64	(29)
The Management Process	64	(2)
Managing Organizations	65	(1)
Managerial Efficiency and Effectiveness	65	(1)
Types of Managers	66	(4)
Managerial Levels	67	(2)
General and Functional Managers	69	(1)
Roles of Managers	70	(2)
Interpersonal Roles	70	(1)
Information Roles	71	(1)
Decisional Roles	72	(1)
Management Skills	72	(3)
Technical Skill	73	(1)
Human Skill	73	(1)
Conceptual Skill	73	(1)
Managerial Levels and Skills	74	(1)
Management Functions	75	(15)
Planning	76	(7)
Organizing	83	(4)
Staffing	87	(1)
Leading	88	(1)
Controlling	89	(1)
Summary	90	(1)
Bibliography	91	(2)
Marketing Foodservice	93	(36)
Definition of Marketing	94	(1)
Marketing Products	94	(1)
Marketing Environment	95	(1)
Marketing Concept	95	(2)
Evolution of Marketing	95	(1)
Implementation of Marketing	96	(1)
Marketing Management	97	(5)
Marketing Mix	97	(2)
Environmental Forces	99	(1)
Marketing Segmentation	100	(2)
Service Marketing	102	(5)
Characteristics of Services	103	(2)
Components of Service Products	105	(1)
Service Marketing Mix	106	(1)
Strategic Marketing	107	(6)
Strategic Planning Process	107	(2)
Marketing Research	109	(1)
The Marketing Plan	110	(3)
Summary	113	(1)
Bibliography	114	(15)
The Fairfax Food and Beverage Department	117	(12)
Part 2 Designing the Foodservice Organization	129	(130)
Food Safety	131	(51)
Food Safety	132	(1)
Food Spoilage	133	(8)
Microbiological	134	(5)
Biochemical	139	(1)
Physical	139	(1)
Chemical	139	(2)
Foodborne Pathogens	141	(8)
Foodborne Intoxications	141	(5)
Emerging Foodborne Pathogens	146	(3)
Controlling Microbiological Quality of Food	149	(20)
Control of Food Quality	149	(5)
Food Safety Programs	154	(13)
Procedures for Complaints	167	(2)
Sanitation Regulations and Standards	169	(7)
Regulations	169	(4)
Microbiological Standards	173	(1)
Foodservice Operation Inspections	173	(1)
Audits of Sanitation Standards	174	(2)
Employee Training in Food Sanitation	176	(1)
Summary	177	(2)
Bibliography	179	(3)
Food Product Flow	182	(21)
Types of Foodservices	182	(17)
Conventional Foodservice	185	(2)
Ready Prepared Foodservice	187	(5)
Commissary Foodservice	192	(4)
Assembly/Serve Foodservice	196	(3)
Summary	199	(1)
Bibliography	200	(3)
The Menu: The Primary Control of the Foodservice System	203	(56)
Menu Trends	204	(1)
Menu Presentation	205	(1)
Menu Pattern	206	(7)
Types of Menus	206	(4)
Degree of Choice	210	(3)
Menu Structure	213	(11)
Breakfast and Brunch	214	(2)
Lunch	216	(3)
Dinner	219	(5)
Factors Affecting Menu Planning	224	(12)
Customer Satisfaction	224	(10)
Management Decisions	234	(2)
Menu Planning	236	(5)
General Considerations	236	(3)
Planning Process	239	(1)
Noncommercial Operations	239	(1)
Commercial Operations	240	(1)
Menu Pricing	241	(3)
Pricing Methods	242	(1)
Pricing Psychology	243	(1)
Computer Technology	244	(1)
Menu Evaluation	245	(3)
Summary	248	(1)
Bibliography	249	(10)
The Menu Control of the Fairfax Foodservice System	254	(5)
Part 3 Procurement	259	(110)
Purchasing	261	(59)
Procurement	262	(1)
Role of Purchasing Managers	263	(1)
Purchasing and the Market	264	(15)
Marketing Channel	264	(5)
Value-Added	269	(1)
Market Regulation	269	(10)
Product Selection	279	(4)
Value Analysis	280	(1)
Make-or-Buy Decisions	281	(2)
Specifications	283	(7)
Types	284	(1)
Writing Criteria	284	(1)
Specific Information	285	(1)
Additional Information	286	(3)
Sample Specifications	289	(1)
Methods of Purchasing	290	(10)
Informal	290	(1)
Formal	291	(4)
Independent and Organizational Buying	295	(5)
Supplier Selection and Evaluation	300	(3)
The Survey State	300	(1)
The Inquiry Stage	301	(1)
Supplier Performance Evaluation	301	(2)
Purchasing Process	303	(7)
Purchasing Procedures	303	(3)
Purchasing Records	306	(4)
Ethical Considerations	310	(3)
Code of Ethics	310	(3)
Ethical Issues	313	(1)
Ethics Management	313	(1)
Materials Management	313	(1)
Summary	314	(1)
Bibliography	315	(5)
Receiving, Storage, and Inventory Control	320	(49)
Receiving	321	(10)
Elements of the Receiving Activity	321	(6)
Receiving Process	327	(4)
Storage	331	(10)
Dry Storage	333	(3)
Low-Temperature Storage	336	(5)
Inventory	341	(16)
Issuing Products	341	(2)
Inventory Records	343	(6)
Inventory Files	349	(3)
Inventory Control Tools	352	(4)
Inventory Valuation Methods	356	(1)
Summary	357	(1)
Bibliography	358	(11)
Purchasing for the Fairfax	360	(9)
Part 4 Production	369	(146)
Production Planning	371	(18)
Production Decisions	373	(1)
Production Forecasting	374	(8)
Production Demand	374	(1)
Quantity Demand	375	(7)
Production Scheduling	382	(5)
Production Schedule	383	(3)
Production Meetings	386	(1)
Summary	387	(1)
Bibliography	388	(1)
Ingredient Control	389	(26)
Ingredient Assembly	390	(6)
Advantages of Centralized Assembly	390	(1)
Centralized Ingredient Control	390	(1)
Function of the Ingredient Room	391	(1)
Ingredient Room Organization	392	(1)
Ingredient Room Staffing	393	(3)
Future of Ingredient Rooms	396	(1)
Recipes	396	(17)
Format	397	(3)
Standardization	400	(4)
Recipe Adjustment	404	(9)
Summary	413	(1)
Bibliography	413	(2)
Quantity Food Production and Quality Control	415	(39)
Objects of Food Production	417	(1)
Methods of Production	418	(12)
Heat Transfer	418	(2)
Production Methods and Equipment	420	(1)
Moist Heat	421	(2)
Dry Heat	423	(5)
Multifunction Equipment	428	(2)
Product Standards	430	(3)
Production Controls	433	(17)
Time and Temperature Control	433	(3)
Product Yield	436	(2)
Portion Control	438	(6)
Product Evaluation	444	(6)
Summary	450	(1)
Bibliography	451	(3)
Labor Control	454	(29)
Staffing and Scheduling	456	(13)
Variables	456	(1)
Relief Employees	457	(3)
Indices for Staffing	460	(3)
Issues in Employee Scheduling	463	(6)
Productivity Improvement	469	(10)
Productivity Measures	470	(1)
Principles of Work Design	470	(4)
Work Measurement in Foodservice	474	(5)
Productivity and Quality	479	(1)
Summary	479	(1)
Bibliography	480	(3)
Energy Control	483	(32)
Energy Utilization	485	(3)
Energy Conservation	488	(6)
Energy Management	494	(9)
Summary	503	(1)
Bibliography	503	(12)
Managing Production at The Fairfax	505	(10)
Part 5 Distribution, Service, Sanitation, and Maintenance	515	(64)
Distribution and Service	517	(24)
Distribution in Foodservice Types	519	(6)
Categories of Service	525	(6)
Table and Counter Service	526	(2)
Self-Service	528	(2)
Tray Service	530	(1)
Service Management	531	(7)
Total Quality Service	531	(6)
Managing Service	537	(1)
Summary	538	(1)
Bibliography	538	(3)
Sanitation and Maintenance of Equipment and Facilities	541	(38)
Sanitation	542	(9)
Sanitization	543	(2)
Ware washing	545	(6)
Facility Design	551	(8)
Kitchen and Dining Areas	552	(1)
Dish Storage	552	(3)
Garbage and Trash Disposal	555	(4)
Employee and Guest Facilities	559	(1)
Maintenance	559	(5)
Preventive Maintenance	560	(3)
Pest Control	563	(1)
Safety in Foodservice Operations	564	(5)
Employee Safety	565	(3)
Customer Safety	568	(1)
Summary	569	(2)
Bibliography	571	(8)
Serving the Needs of Fairfax Residents	573	(6)
Part 6 Management of Foodservice Organizations	579	(184)
Designing the Organization	581	(30)
Organization Structure	582	(19)
The Traditional Organization	582	(1)
The New Organization	583	(2)
Division of Labor	585	(8)
Underlying Concepts of Organization	593	(4)
Departmentalization	597	(2)
Line and Staff	599	(1)
Organization Chart	600	(1)
Coordination	600	(1)
Job Analysis	601	(6)
Job Description	602	(2)
Job Specification	604	(1)
Performance Standards	605	(2)
Job Design	607	(2)
Job Enlargement	607	(1)
Job Enrichment	608	(1)
Job Characteristics	608	(1)
Employee Work Teams	609	(1)
Summary	609	(1)
Bibliography	610	(1)
Linking Processes	611	(35)
Decision Making	613	(18)
Types of Decisions	613	(1)
The Decision-Making Process	614	(3)
Conditions for Making Decisions	617	(3)
Decision-Making Techniques	620	(8)
Group Decision Making	628	(3)
Communication	631	(11)
Communication Defined	631	(1)
Communication Process	632	(2)
Interpersonal Communication	634	(1)
Barriers to Communication	635	(1)
Techniques for Improved Communication	636	(1)
Organized Communication	637	(5)
Balance	642	(1)
Summary	643	(1)
Bibliography	644	(2)
Leadership and Organizational Change	646	(41)
Motivation and Work Performance	647	(10)
Meaning of Motivation	647	(1)
Theories of Motivation	648	(6)
Job Satisfaction	654	(3)
Leadership	657	(21)
Leadership and Power	657	(2)
Philosophies of Human Nature	659	(3)
Leadership Effectiveness	662	(13)
Implications of Leadership Theories	675	(1)
Trends in Organizational Leadership	676	(2)
Organizational Change	678	(5)
Organizational Culture	679	(1)
Total Quality Impact on Strategy	680	(1)
Human Values in TQM	680	(3)
Summary	683	(1)
Bibliography	684	(3)
Human Resources Management	687	(49)
Human Resources Planning	690	(4)
Strategic Plan	690	(1)
Forecasting Supply and Demand	690	(1)
Supply Analysis	691	(1)
Balancing Supply and Demand	691	(1)
Legal Environment	691	(3)
Employment Process	694	(16)
Recruitment	694	(3)
Selection	697	(10)
Orientation	707	(3)
Developing and Maintaining the Workforce	710	(15)
Training and Development	710	(4)
Performance Appraisal	714	(3)
Personnel Actions	717	(4)
Compensation Management	721	(4)
Labor Relations	725	(7)
Reasons for Joining Unions	726	(1)
Structure and Functions of Unions	726	(2)
Government Regulation	728	(1)
Contract Negotiations	729	(2)
A New Model of Unionism	731	(1)
Summary	732	(1)
Bibliography	733	(3)
Management of Financial Resources	736	(27)
Users of Financial Statements	737	(1)
Key Aspects of Accounting	737	(1)
Selected Accounting Principles	738	(3)
Business Entity Concept	738	(1)
The Fundamental Equation	738	(1)
Going-Concern Concept	739	(1)
Money as a Unit of Measure	739	(1)
Cost Principle	739	(1)
Cost vs. Accrual Bases of Accounting	739	(1)
Matching Revenues and Expenses	739	(1)
Depreciation	740	(1)
Adequate Disclosure	740	(1)
Consistency Principle	740	(1)
Materiality Principle	740	(1)
Conservatism	740	(1)
Basic Financial Statements	741	(4)
Balance Sheet	741	(2)
Income Statement	743	(1)
Statement of Change in Financial Position	744	(1)
Tools for Comparison and Analysis	745	(7)
Standards of Comparison	745	(1)
Ratio Analysis	746	(4)
Trend Analysis	750	(1)
Common-Size Statements	750	(1)
Break-Even Analysis	750	(2)
Budgeting	752	(3)
Steps in Budget Planning	753	(1)
Budgeting Concepts	754	(1)
Summary	755	(1)
Bibliography	755	(8)
Implementing TQM Philosophy at The Fairfax	757	(6)
Appendix A: Sample Specifications for Food Products	763	(6)
Appendix B: Resources for Writing Specifications	769	(2)
Appendix C: Standards for Food Products	771	(12)
Glossary	783	(20)
Index	803