Ninth Edition

Foodservice Organizations

A MAnAgeriAl And SySteMS ApproAch

Mary B. Gregoire

Executive Director, Accreditation Council for Education in

Nutrition and Dietetics and former Director, Food and Nutrition

Services at Rush University Medical Center, and former Professor and Chair,

Clinical Nutrition Rush University

Boston Columbus Hoboken Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto

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Library of Congress Cataloging-in-Publication Data

Names: Gregoire, Mary B., author. Title: Foodservice organizations : a managerial and systems approach / Mary B. Gregoire, Executive Director, Accreditation Council for Education in Nutrition and Dietetics and former Director, Food and Nutrition Services, Rush University Medical Center; Professor and Chair, Clinical Nutrition, Rush University. Description: Ninth Edition. | Boston : Pearson, 2016. | Includes bibliographical references and index. Identifiers: LCCN 2015039829| ISBN 9780134038940 (alk. paper) | ISBN 0134038940 (alk. paper) Subjects: LCSH: Food service management. Classification: LCC TX911.3.M27 S69 2016 | DDC 647.95068—dc23 LC record available at http://lccn.loc.gov/2015039829

10 9 8 7 6 5 4 3 2 1

ISBN 10: 0-13-403894-0 ISBN 13: 978-0-13-403894-0

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BrieF COntents

Part 1 The Foodservice Systems Model

Chapter 1 Systems Approach to a Foodservice Organization 1 Chapter 2 Managing Quality 24 Chapter 3 The Menu 42

Part 2 Transformation: Functional Subsystems

Chapter 4 Food Product Flow and Kitchen Design 64 Chapter 5 Procurement 88 Chapter 6 Food Production 147 Chapter 7 Distribution and Service 200 Chapter 8 Safety, Sanitation, and Maintenance 216

Part 3 Transformation: Management Functions and Linking Processes

Chapter 9 Management Principles 262 Chapter 10 Leadership and Organizational Change 297 Chapter 11 Decision Making, Communication, and Balance 326 Chapter 12 Management of Human Resources 352 Chapter 13 Management of Financial Resources 400 Chapter 14 Marketing Foodservice 426

Part 4 Outputs of the System

Chapter 15 Meals, Satisfaction, and Accountability 446

Appendices

appendix a Sample Specifications for Food Products 465 appendix B Resources for Writing Specifications 471 appendix C Standards for Food Products 472

glossary 483

index 498

iii

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COntents

Preface xvii

Acknowledgments xix

About the Author xxi

Part 1 The Foodservice Systems Model

Chapter 1 Systems Approach to a Foodservice Organization 1 the Systems concept 1 the organization as a System 2 characteristics of open Systems 3 A Foodservice Systems Model 5 the Foodservice industry 8

commercial Segment 8

onsite Segment 12

Foodservice industry operating practices 15 Self-operation 16

partnering 16

contracting 16

Franchising 17

Multidepartment, Multisite Management 18

Small Business ownership 18

Managing Sustainability 18 Chapter Summary 21 • Test Your Knowledge 21 Class Projects 22 • Case Study Exercises 22 Web Sources 22 • Bibliography 23

Chapter 2 Managing Quality 24 Quality in the Foodservice System 24 Approaches to Quality 25

Quality Assurance 26

total Quality Management 26

continuous Quality improvement 28

Six Sigma 28

Kaizen 29

reengineering 29

lean 29

theory of constraints 30

Quality Function deployment 30

tools Used in process improvement 31 Benchmarking 31

cause Analysis 31

process Analysis 32

data collection and Analysis 34

project planning 34

v

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vi Contents

Quality Standards 36 iSo 9001 Standards 36

Keys to excellence 36

professional practices in college and University Foodservice 36

the Joint commission 36

other organizations 38

external recognition of Quality 38 the Malcolm Baldrige national Quality Award 38

Chapter Summary 39 • Test Your Knowledge 39 Class Projects 40 • Case Study Exercises 40 Web Sources 40 • Bibliography 40

Chapter 3 The Menu 42 the Menu 42

Menu trends 42

Menu presentation 43

Menu pattern 44 types of Menus 44

degree of choice 45

Menu Structure 46 Breakfast and Brunch 47

lunch 48

dinner 48

Factors Affecting Menu planning 48 customer Satisfaction 49

Sociocultural Factors 49

Food habits and preferences 49

nutritional influence 51

Aesthetic Factors 54

Sustainability 54

government regulations 55

Management decisions 56

Menu planning 57 general considerations 57

planning process 58 Chapter Summary 60 • Test Your Knowledge 60 Class Projects 60 • Case Study Exercises 61 Web Sources 61 • Bibliography 61

Part 2 Transformation: Functional Subsystems

Chapter 4 Food Product Flow and Kitchen Design 64 Flow of Food 64 types of Foodservices 65

conventional Foodservice 66

ready prepared Foodservice 68

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Contents vii

commissary Foodservice 71

Assembly/Serve Foodservice 74

Kitchen design and layout 76 planning team 77

planning process 77

Sustainability in Foodservice design 79

components of a Foodservice design 79

Materials 81

principles of Work design 82 Chapter Summary 85 • Test Your Knowledge 85 Class Projects 86 • Case Study Exercises 86 Web Sources 86 • Bibliography 86

Chapter 5 Procurement 88 Supply Management 88 procurement 89 purchasing 89

purchasing Managers 89

Marketing channel 90

Sustainability in purchasing 92

Value Added 95

government regulations 95

product Selection 101 Value Analysis 101

Make-or-Buy decisions 102

Specifications 104 types 104

Writing criteria 105

Specific information 105

Additional information 106

Methods of purchasing 108 informal 108

Formal 108

independent and organizational Buying 111

Supplier Selection and evaluation 114 Survey Stage 114

inquiry Stage 114

Supplier performance evaluation 115

purchasing process 115 purchasing procedures 115

purchasing records 118

receiving 120 elements of the receiving Activity 121

receiving process 124

Storage 126 dry Storage 127

low-temperature Storage 129

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viii Contents

inventory 131 issuing products 131

inventory records 132

inventory Files 135

inventory control tools 136

ethical considerations 141 code of ethics 141

ethical issues 142

ethics Management 143 Chapter Summary 143 • Test Your Knowledge 143 Class Projects 144 • Case Study Exercises 144 Web Sources 144 • Bibliography 144

Chapter 6 Food Production 147 Functional Subsystem: Food production 147 production decisions 149 production Forecasting 149

production demand 149

Quantity demand 150

historical records 150

Forecasting Models 151

production Scheduling 156 production Schedule 156

production Meetings 158

ingredient control 158 ingredient Assembly 159

Advantages of centralized ingredient Assembly 159

centralized ingredient control 159

Function of the ingredient room 159

ingredient room organization 160

ingredient room Staffing 160

recipes 162 Format 162

recipe Standardization 165

Quantity Food production 173 objectives of Food production 174 Methods of production 174

heat transfer 175

production Methods and equipment 176

Moist heat 176

dry heat 177

Multifunction equipment 181

production controls 182 time and temperature control 182

product yield 184

portion control 185

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Contents ix

emergency preparedness 190 Sustainable production practices 190 energy Use 191 energy and Water conservation 194

conserving energy 194

conserving Water 195

energy Management 196 Chapter Summary 197 • Test Your Knowledge 197 Class Projects 197 • Case Study Exercises 197 Web Sources 198 • Bibliography 198

Chapter 7 Distribution and Service 200 Functional Subsystem: distribution and Service 200 distribution 201 categories of Service 206

table Service 206

counter Service 206

Self-Service 206

tray Service 208

takeout Service 208

delivery Service 209

Service Management 209 total Quality Service 209

Managing Service 211

tipping 212

Service controls 212

experience economy 212 Chapter Summary 214 • Test Your Knowledge 214 Class Projects 214 • Case Study Exercises 214 Web Sources 214 • Bibliography 215

Chapter 8 Safety, Sanitation, and Maintenance 216 Functional Subsystem: Safety, Sanitation, and Maintenance 216 employee Safety 217

occupational Safety and health Act 218

Fire Safety 218

personal protective equipment 219

employee Safety programs 220

Workplace Violence 220

customer Safety 221 Food Safety 221

Biological contamination 222

physical contamination 232

chemical contamination 232

Foodservice operational practices to Assure the Safety of Food 233

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x Contents

Food Safety programs 237

procedures for complaints 242

Sanitation 242 Sanitation in receiving and Storage 244

Ware Washing 245

Sanitation of Kitchen and dining Areas 248

dish Storage 248

garbage and trash disposal 248

employee and guest Facilities 250

employee training in Sanitation 251

governmental Sanitation regulations and Standards 252 Audits of Sanitation Standards 252

regulations 253

Maintenance 256 preventive Maintenance 257

risk Management 258 Chapter Summary 259 • Test Your Knowledge 259 Class Projects 259 • Case Study Exercises 259 Web Sources 259 • Bibliography 260

Part 3 Transformation: Management Functions and Linking Processes

Chapter 9 Management Principles 262 the Management process 262

Managing organizations 263

Managerial efficiency and effectiveness 263

types of Managers 264 Managerial levels 264

general and Functional Managers 265

roles of Managers 266 interpersonal roles 266

informational roles 266

decisional roles 267

Management Skills 267 technical Skill 268

human Skill 268

conceptual Skill 268

Managerial levels and Skills 268

Management Functions 269 planning 269

organizing 274

Staffing 275

directing 276

controlling 277

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Contents xi

organizational Structure 277 the traditional organization 277

the innovative organization 278

division of labor 280

Underlying concepts of organization 281

departmentalization 285

line and Staff 286

organization chart 287

coordination 287

emerging Management issues 288 Social responsibility 288

globalization 288

Management practices 290

politics 290

Strategic Management 291 Steps in the Strategic Management process 291

Strategic Management Focus 293 Chapter Summary 293 • Test Your Knowledge 294 Class Projects 294 • Case Study Exercises 294 Web Sources 294 • Bibliography 294

Chapter 10 Leadership and Organizational Change 297 Motivation and Work performance 297

Meaning of Motivation 298

theories of Motivation 299

Job Satisfaction 304

leadership 305 leadership and power 305

philosophies of human nature 306

leadership effectiveness 307

implications of leadership theories 319

leader development 319

comparison of Management and leadership 320 personal and organizational change 321

personal change 321

organizational change 321 Chapter Summary 322 • Test Your Knowledge 323 Class Projects 323 • Case Study Exercises 323 Web Sources 323 • Bibliography 324

Chapter 11 Decision Making, Communication, and Balance 326 linking processes 326 decision Making 326

types of decisions 327

the decision-Making process 328

conditions for Making decisions 330

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xii Contents

decision-Making techniques 332

group decision Making 337

communication 338 communication defined 339

communication process 339

interpersonal communication 341

Barriers to communication 341

techniques for improved communication 342

organizational communication 343

inter- and cross-cultural communication 346

negotiation 347

Balance 349 Chapter Summary 350 • Test Your Knowledge 350 Class Projects 350 • Case Study Exercises 350 Web Sources 350 • Bibliography 351

Chapter 12 Management of Human Resources 352 evolution of human resources Management 352 human resources planning 354

Strategic plan 354

Forecasting Supply and demand 355

Supply Analysis 355

Balancing Supply and demand 355

Job Analysis 355

Job description 357

Job Specification 358

performance Standards 358

Job design 359

Job enlargement 359

Job enrichment 360

Job characteristics 360

legal environment 360

laws impacting human resource Management 361

equal employment opportunities legislation 362

Affirmative Action 364

Workplace Safety 364

employment process 365 recruitment/Sourcing 365

Selection 366

orientation 370

developing and Maintaining the Workforce 371 training and development 372

performance Appraisal 374

personnel Actions 376

employee discipline 378

compensation Management 379

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Contents xiii

Staffing and Scheduling 383 Variables 383

relief employees 384

indices for Staffing 385

issues in employee Scheduling 386

labor relations 390 reasons for Joining Unions 390

Structure and Functions of Unions 391

Union Formation and growth 391

government regulation 392

contract negotiations 393

productivity improvement 394 productivity Measures 394

Work Measurement in Foodservice 395 Chapter Summary 396 • Test Your Knowledge 397 Class Projects 397 • Case Study Exercises 397 Web Sources 397 • Bibliography 397

Chapter 13 Management of Financial Resources 400 Users of Financial Statements 400 Systems Approach to Managing Financial resources 401 Key Aspects of Accounting 402 Selected Accounting principles 402

Business entity concept 402

the Fundamental equation 402

going-concern concept 402

Money as a Unit of Measure 402

cost principle 403

cash Versus Accrual Bases of Accounting 403

Matching revenues and expenses 403

depreciation 403

Adequate disclosure 403

consistency principle 403

Materiality principle 403

conservatism 404

Basic Financial Statements 404 Balance Sheet 404

income Statement 405

tools for comparison and Analysis 407 ratio Analysis 407

trend Analysis 411

common-Size Statements 411

Break-even Analysis 411

Budgeting 413 types of Budgets 413

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xiv Contents

Budgeting concepts 414

investment decisions 415

Menu pricing 417 pricing Methods 418

pricing psychology 418

controlling costs 419 labor costs 420

Food costs 422

cash handling 422 Chapter Summary 423 • Test Your Knowledge 423 Class Projects 424 • Case Study Exercises 424 Web Sources 424 • Bibliography 424

Chapter 14 Marketing Foodservice 426 definition of Marketing 426

Marketing products 427

Marketing concept 428 evolution of Marketing 428

implementation of Marketing 429

Marketing Management 429 Marketing Mix 429

environmental Forces 430

Market Segmentation 431

global Market Segmentation 434

customer relationship Management 434

niche Marketing and Micromarketing 434

Social Media Marketing 435

Branding 435

Service Marketing 436 characteristics of Services 436

Service Marketing Mix 438

Strategic Marketing 438 Strategic planning process 438

Marketing research 439

the Marketing plan 441

control and evaluation 442 Chapter Summary 442 • Test Your Knowledge 443 Class Projects 443 • Case Study Exercises 443 Web Sources 443 • Bibliography 444

Part 4 Outputs of the System

Chapter 15 Meals, Satisfaction, and Accountability 446 outputs in the Foodservice Systems Model 446 Quantity of Meals 446 Quality of Meals 447

Sensory Analysis instruments 451

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Contents xv

customer Satisfaction 453 techniques to Assess customer Satisfaction 454

customer Satisfaction and organizational profitability 456

employee Satisfaction 458 Financial Accountability 459 Sustainability 460

Chapter Summary 462 • Test Your Knowledge 462 Class Projects 462 • Case Study Exercises 462 Web Sources 463 • Bibliography 463

Appendix A Sample Specifications for Food Products 465

Appendix B Resources for Writing Specifications 471

Appendix C Standards for Food Products 472

Glossary 483

Index 498

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PreFaCe

The foodservice systems model, originally developed by Dr. Allene Vaden, continues to provide the framework for this text as it has since the first edition was published in 1985. The model has withstood the test of time and remains an innovative conceptualization for describing a foodser- vice operation. Organizing the text around this model provides a unique design for this textbook compared with other foodservice management texts. The material in each chapter provides de- tailed information on how managers can efficiently and effectively transform the human, mate- rial, facility, and operational inputs of the system into outputs of meals, customer satisfaction, employee satisfaction, and financial accountability.

Foodservice Organizations provides a blending of theory and practice. The text is guided by a belief that effective foodservice managers must have an understanding of the empirical base that can be used to better manage their operation. Each chapter attempts to provide a blending of empirical research and the practical application of that research.

The foodservice and hospitality industries continue to grow. Each year new job opportuni- ties become available for graduates. Students entering the field come from programs focusing on dietetics, foodservice management, and hospitality management. The basic principles for effec- tively managing a foodservice operation remain the same for all, and, thus, this text can meet the needs of students in a variety of programs. It was written primarily for junior- and senior-level students and also as a resource for graduate students, instructors, and foodservice managers. The text was designed as one that could be used for multiple courses, thus reducing the financial bur- den on students who purchase new textbooks each semester.

Every effort was made to keep the text short by providing quick reviews of information and discussions of the applications of this information. Reference lists and Web sites at the end of each chapter provide sources of additional information that can be used by students and in- structors to expand discussion of topics introduced in the text.

OrganizatiOn Of the BOOk

The foodservice systems model serves as the conceptual framework for the book. Part 1 focuses on describing the Foodservice Systems Model. Concepts of the model are explained in depth. In Part 2, the Functional Subsystems (procurement; production; distribution and service; and safety, sanitation, and maintenance) of the transformation process are discussed. Part 3 focuses on the Management Functions and Linking Processes of the transformation process. Information on management, leadership, communication, and decision making is included, as well as discus- sions on human resource management, financial management, and marketing. The last section, Part 4, focuses on Outputs of the System and includes methods for evaluating the effectiveness of the system outputs.

Each chapter contains margin notes with definitions of key terms. A glossary of approxi- mately 500 key terms is included at the end of the text. Each chapter contains an extensive bibli- ography and list of Web sites that can provide additional information about the chapter material. Each chapter also includes a summary of key points, study questions, ideas for class projects, and suggestions for case studies that allow application on chapter concepts.

new tO this editiOn

Feedback from those who have used this text was very helpful in its revision. Several new topics and features have been added, including:

• Coverage of sustainability and social responsibility has been expanded throughout the text. • Updated information on cultural influences in menu planning has been added in Chapter 3. • Food safety information has been updated in Chapter 8 with information from the most

recent release of the Food Code and the Servsafe® Coursebook. • Expanded discussion on food delivery systems and customer satisfaction.

xvii

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xviii Preface

• Updated information on leadership and leader development added. • Additional information included on emergency preparedness.

fOr instructOrs

An Instructor’s Manual 0-13-401772-2, which includes answers to the chapter study questions and exam questions, is available from Pearson Education. The Instructor’s Manual and Power- Point slides can be downloaded from the book’s Web site at www.pearsonhighered.com. The text Exploring Quantity Food Production and Service Through Problems, 0-13-083534-X, by Lieux and Luoto (2000), provides excellent problem-based learning exercises designed to accompany the subject matter presented in this text. The hospital foodservice case study Inlet Isles, 0-13-032836-7, by Allen-Chabot, Curtis, and Blake (2001), provides an excellent case with problem sets that could be used to supplement several of the chapters in this text. At the end of each chapter specific case discussions from these texts that are appropriate to each chapter have been identified.

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aCknOwledgments

Work on a text such as this requires support from many individuals, and I would like to recog- nize their work and support. My husband, Wayne, continues to provide extreme understanding, support, and encouragement to my scholastic endeavors.

I appreciate the suggestions made by the reviewers. I tried to incorporate all of their sug- gestions as I made revisions in the text. Thanks go to Tracey Brigman, University of Georgia; Paula Cantu, Tarrant County Junior College; Amir Durrani, California State University, Long Beach; Heather Graham-Williams, Truckee Meadows Community College; Joseph Hughes, California State University, San Bernardino; Jeffrey Mitchell, Central New Mexico Community College; Ethel Nettles, Michigan State University; and Greg Quintard, Nashville Community College.

Finally, I want to thank the staff at Pearson Education for their help in guiding this publi- cation to its latest revision. Thanks also to those who served as copy and production editors, for their review and preparation of the text for publication.

Mary B. Gregoire

xix

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aBOut the authOr

Mary B. Gregoire, Ph.D., R.D., F.A.D.A., C.H.E., is Executive Director for the Accreditation Council for Education in Nutrition and Dietetics. She was formerly the Director of Food and Nutrition Services at Rush University Medical Center in Chicago, Professor and Chair of the Department of Clinical Nutrition at Rush University. She has more than 30 years of experience as an administrator in both education and foodservice operations. Her career includes positions as professor and chair of apparel, educational stu

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