Chapter 1

1. Chapter 1 Systems Approach to a Foodservice Organization

2. Open System • Interdependency of parts, leading to integration and synergy • Dynamic equilibrium • Equifinality • Permeable boundaries • Interface of systems and subsystems • Hierarchy of the system ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

3. A Foodservice Systems Model ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

4. Commercial Segment • Includes restaurants, lodging food and beverage, recreation and sports, and convenience stores. • Sale of food primary activity • Profit a goal ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

5. Foodservice Feedback • Foodservice managers must evaluate on a regular basis: • Comments from customers • Plate waste • Patronage • Profit and loss statements • Employee performance and morale ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

6. Limited-Service, Limited-Menu • Provides limited number of food items to customers in relatively short period of time. • Targets working professionals and parents. ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

7. Full-Service Restaurants • Provide waited table service for customers • Casual Dining Restaurants • Attract middle-income individuals • Olive Garden, Red Lobster, Applebee’s, etc. • Fine Dining Restaurants • “white tablecloth” restaurants • High meal prices ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

8. Hotel and Motel Restaurants • Longer hours of service • Full-service hotels usually include a medium-priced, fine dining, and theme restaurant at one location • Includes room service and bed-and-breakfast (B & B) ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

9. Country Club Restaurants • Includes snack bars, Sunday buffets, fine dining, informal grills, and buffet facilities • Could be considered not-for-profit • Member’s dues make cost of menu items lower than for-profit operations • Small market (only 200-1,000 customers per club) ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

10. Airport Restaurants • Onboard foodservice • Typically serve small snack (peanuts or pretzels) and beverage • Include fast food, casual dining, or even local restaurants (contracted with the airport) • Menus are limited due to smaller spaces • Must cover all day and offer take-out ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

11. Cruise Ship Dining • No limit on choices or quantities of food • Cost of food included in cruise package • Must include special diets (low-salt, low-carb, kosher, and vegetarian). • Some theme restaurants, such as Italian, Chinese, Japanese, or Southwestern, in addition to main dining • Formal attire for dinner ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

12. Zoos • Looking for ways to increase revenue • Brookfield Zoo (near Chicago) • Full-service bar and tapas, averaging $9.00 • Lincoln Park Zoo (Chicago) • Restaurant chain and upscale food court • Denver Zoo • Contract with concessions company ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

13. Sports Events • Some stadiums have in-house catering, concession stands, sports bars, fine dining operations, or even micro-brew pubs • In the stands, traditional fare such as hot dogs, popcorn, and beer • Ballparks also serve deli sandwiches, pizza, fajitas, frozen yogurt, and cheesecake ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

14. Convenience Stores • Six convenience store formats: • Kiosk – tobacco, beverages, snacks • Mini – grocery selection is limited • Limited Selection – broader product mix and grocery offerings • Traditional – dairy, bakery, prepared foods • Expanded – fast-food operations • Hyper – bakery, sit-down restaurant, pharmacy ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

15. On-site Segment • Provides meals primarily for those directly involved with the facility such as patients, students, prisoners, and employees. ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

16. Hospitals • Provide food for in-patients, out-patients, employees, and hospital visitors • Brand names added to menus and street-side entrances for outside customers • Food kiosks, retail bakers, and coffee carts are increasing in hospitals ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

17. Schools • National School Lunch Program (NSLP) • Federally assisted meal program • Nutritionally balanced, low-cost, or free lunches (payment based on family income) • Four systems for menu planning • Nutrient Standard Menu Planning • Assisted Nutrient Standard Menu Planning Assisted • Traditional Meal Pattern • Food-Based Menu Pattern ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

18. Colleges and Universities • Use of debit card • Increased use of food court concepts, c-stores, and delis • Traditional board plans replaced with paying for only foods eaten each day • Many offering extended hours and takeout or delivery ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

19. Child Care • Quantities that balance energy and nutrient intake with children’s small appetites • Hospitals, colleges and universities, and corporations have child care facilities for students, faculty, and employees. • Dietitians develop menus to meet federal and state nutritional requirements for licensed facilities ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

20. Senior Care • Nutrition Services Program for Older Americans • Nutritious, low-cost meals to homebound persons and senior centers • Home-delivered meals • Volunteers deliver at lunchtime • Recipients charged what they can afford ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

21. Senior Care…Continued • Independent living – people can take care of themselves • Congregate care – community environment with meals and other services provided • Assisted living – apartment-style with assistance in daily living activities • Intermediate care – assistance needed but not significant nursing requirements • Skilled nursing – 24-hour medical nursing care ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

22. Military • Foodservice options include national chains, convenience stores, and dining halls • Dining areas have smaller tables and booths rather than long mess hall tables • Nutrition is big trend in cafeterias and cash operations ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

23. Correctional Facilities • Tight budgets - < $2 per inmate per day • Many facilities have self-serve salad, pasta, and dessert bars • Serve favorites such as pizza, chicken nuggets, and homemade baked goods • Must meet dietary guidelines and be approved by registered dietitians ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

24. Employee Feeding • Employees self-serve from stations • salad, soup, pasta bars, grilled and deli sandwiches, entrée of the day, and dessert and beverage station • Development of both full-menu units and limited-menu carts and kiosks • Objective is to keep employees in building for shorter lunch periods ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

25. Foodservice Industry Operating Practices • Economics, technology, demographics, politics, and competition impact foodservice operations • Eating no longer divided in two areas of home and foodservice operators • Increasing numbers eating away from home; many have never cooked a meal from basic ingredients ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

26. Foodservice Industry Operating Practices • Partnerships to provide new cost-effective and value-added services • Distributors expand to include pre-preparation, menu development, signature products, customer tracking, and frequent delivery • Manufacturers developing packaging and presentation technology • Brokers focus on meal solutions • On-site foodservice operators serve variety of customers, maximize facilities, lease off-hours, develop new menu items ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

27. Self-operation • Managed by employee of company • Manager has full responsibility and authority within department ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

28. Partnering • Establishes mutual goals and objectives • Builds trust and encourages open communication • Helps eliminate surprises • Enables two parties to anticipate and resolve problems ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

29. Partnering…Continued • Avoids disputes through informal conflict management procedures • Improves morale and promotes professionalism in workforce • Generates harmonious business relations • Focuses on mutual interest of two parties ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

30. Contracting • Agreement between two or more persons • Contractor must educate on company functions and operations • Employees make transition • Director serves as liaison • Funds may be needed for upgrading ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

31. Franchising • Right granted to individual or group to market company’s concepts • Solves biggest expansion problems – people and money • Built on solid concept that is unique • Concept must be market tested • Support services must be provided by franchisee • Computerization of franchise system is required ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

32. Multidepartment Management • Many reasons for multidepartment management • Professional development, value to employer, higher position within organization, job security, and survival • Management is emphasized and area of expertise is secondary ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458