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124 Cards in this Set
- Front
- Back
What is foodservice
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All establishments where food is regularly served outside the home
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What is Quantity food production
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Preparing large amounts of food to serve outside the home.
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What is considered a Commercial Foodservice
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-Full service
-Fast Foods -Cafeterias -Catering -Snack Bars -Lodging -Transportation |
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What percentage is Commercial Foodservices and what percentage is Non-Commercial Foodservices in the Foodservice industry
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75%- Commercial
25%- Non-Commercial |
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What are some charateristics of the Commercial Foodservice
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-Customer makes the choices
-Owners are concerned about profit -Big turnover |
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What businesses are considered a Non-Commercial Foodservice
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-Schools
-Colleges -Hospitals -Nursing Homes -Vending -Military |
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What are some characteristics of the Non-Commercial Foodservice
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-Customers have limited choice where to eat
-Focus on meeting nutritional needs |
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What are the 3 biggest CONTRACT management companies
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1) ARAMark
2) Sodexho 3) Compass |
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Trends:
Contract Management Companies |
-Expanding business
-Consolidation at the top -Incr. mgnt of military and sports/recreation -Online services for customer |
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Trends:
Business and Industry |
-Reduction is subsidies
-Incr. emphasis on cost-effectiveness -Labor costs a concern -Expanded menus, services, and technology -Compeditive pricing |
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Trends:
Primary Schools |
-Move to incr. breakfast sales
-Regulation of compeditive foods -Promotion of veggies, fruits, and milk -Improved marketing techniques |
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Trends:
Colleges/Universities |
-Expaned operating hours
-Vegetarian, organic, and sustainable menus -Flexible meal plans -Smartcards, online payments |
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Trends:
Healthcare |
-Incr. nonpatient meals
-Expansion & renovations -Customer Satisfaction -Spoken menues and room services -emergency preparedness (3 days worth) -Growth and continuing care |
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Key Issues:
Primary Schools |
-childhood obesity
-Mandatory School Wellness Policy -Sale of Compeditive Foods |
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Key Issues:
Colleges/Universities |
-Rising Enrollment
-Increased Tuition -Changing demographics |
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Key Issues:
Health Care |
-Hospital merges
-Cut backs -staff cuts -Cuts in government funding (Medicare/Medicaid) |
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Trends:
Military |
-Contract Mgnt
-Better quality menus |
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Trends:
Correctional |
-Cook-chill
-standardizes |
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Acronym:
JCAHO |
Joint Commission on Accreditation of Healthcare Organizations
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What is JCAHO and what does it focus on
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-Private non-governmental organization that sets standards for healthycare
-Focus on the education & training of pt and families, training of staff, leadership of directors, and methods of quality improvement |
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Who's to blame for incr. health care costs?
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-Consumers
-Physicians -Hospitals -Technology -Fed. Gov. -The lack of competition to Incr. the effeciency & productivity in healthcare |
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What is being done to improve the delivery of healthcare?
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-Flattening of Org. structure
-Redesigning tech. services -Improving admission/discharge procedure -staff cross-training -reduced length of stay -benchmarking -building high performance teams |
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What are the 4 Generations of Time Management
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1)Notes and Checklist
2)Calendars and appointment books 3)Notes, checklist, calendars, appointment books, + setting priorities and clarifying values 4)Mgnt. of self-focus on preserving & enhancing relationships & get results |
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What is the difference between URGENT and IMPORTANT
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Urgent- requires immediate attention and has highly visible demands on time
Important- contributing to your mission, values, and high priority goals |
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How many quarents are there and which one is where we want to be
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-4 quadrents
-quadrent II- Important, Not Urgent |
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How do you organize in quadrent II
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1)Identify roles
2)Select goals 3)Schedule 4)Daily adapting |
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What are the 7 biggest time wasters
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1)Excessive telephone calls
2)Unnecessary meetings 3)Unexpected Visitors 4)Paperwork 5)Fire fighting and emergencies 6)Procrastination 7)Socializing & Idol Conversation |
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What are the components of each quadrent
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QI-Urgent & Important
QII-Not Urgent & Important QIII-Urgent & Not Important QIV-Not Urgent & Not Important |
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Defintion:
Ethics |
-Principles of conduct governing an individual or business
-Views, attitudes, and practices about what is right or wrong |
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What are some ethical issues Dietitians face in the Clinical Setting
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-Patient Rights
-Patient Confidentiality -sales of supplements -Removal of life support |
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What are some ethical issues that Dietitians face in the Business Setting
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-Sales of products that are unethical
-Purchasing -Human Resource Management |
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What are some ethical issues that Dietitians face in the Research Setting
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-ethical treatment of humans and animals
-conduct research impartially -accurate presentation of results -Review committees for grants, presentations and publications must be fair |
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What are some ethical issues that Dietitians face for students
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-Cheating on exams
-Plagiarism on written papers |
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How does the ADA handle an ethics complaint
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1)Complaint must be submitted in writting within a year of the incident
2)Chair of the ethics committee revies the compl. 3)Respondent is notified 4)Ethics committee reviews complaint 5)Committee holds a hearing 6)Appeals 7)Confidentiality procedures |
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What are the parts of the Ethics Hearing
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-Acquittal
-Recommend education -Censure -Suspension -Expulsion -Revocation of credentials |
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What are 5 questions to ask yourself to see if your action is ethical
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1)Is the decision legal
2)Is the decision fair 3)does the decision hurt anyone 4)Have I been honest with those affected 5)can I live with my decision |
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Definition:
ADA for Leadership |
the ability to inspire and guide others toward building and achieving a shared vision
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Definition:
House for Leadership |
ability of an individual to influence, motivate, and enable others to contribute toward the effectiveness and success of the organization
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Definition:
Management |
the process of reaching organizational goals by working with people and other organizational resources
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What are the Management Functions
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1)Planning-occurs at every level and is the first step
2)Organizing-staffing and work activities 3)Leading or Influencing-guiding and motivating towards org. goal 4)Controlling-setting standards and measuring/comparing/adjusting performance |
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What are some differenced between Leaaders and Managers
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Leaders-Do the right things, develope people & trust, and give trust and empowerment
Managers-Do things right and are more controling and direct, & their system is structured |
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What are the 3 roles of Managers
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1)Interpersonal-figure heads
2)Informational-Mentors 3)Decisional-negotiator |
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What "8M's" of the resources managers manage
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1)Men
2)Minutes 3)Machines 4)Money 5)Methods 6)Materials 7)Market 8)Motivator |
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What are the 5 approaches to Leadership
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1)Trait
2)Behavior 3)Power/Influence 4)Contingency/Situational 5)Reciprocal |
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Categories of approaches to Leadership:
Trait |
Surgency-extroversion, energy
Conscientiousness-dependability, integrity Agreeableness-optimism, helpfulnes Adjustment-self-esteem, self-control Intelligence-inquisitive, open minded |
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Categories of approaches to Leadership:
Behavior |
Employee: concerns/developement/recognition for subordinates
Task: Emphasis on performance & tech. aspects Consideration: Friendship/relationships, mutal trust, respect, & decision making Initiating struc.: Defining work and performance expectations, emphasis on goals |
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Categories of approaches to Leadership:
Power/Influence |
-Position/Legal power
-Expert power -Interpersonal/Referent power -Reward power -Coercive/Punitive power |
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Categories of approaches to Leadership:
Contingency/Situational |
-Forces in the managers
-Forces in the nonmanagers -Forces in the situation |
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Categories of approaches to Leadership:
Reciprocal |
-Transactional: rewards & punishment
-Transforamtional: inspiration, intellectual stimulation, indiv. consid. -Servant Leadership: 1st servant to others and 2nd leader |
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What are the manager's responsibilities in participative management
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1)training & developing
2)Shared decision making 3)Team building 4)Compensating & Rewarding 5)Remove obstacles 6)Effective communication |
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What is the 5 Dementional Theory in Situational Approaches to Leadership
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1) Retaining control Vs. Sharing control
2)High task concern vs. Low task concern 3)High person concern vs. Low person concern 4)Explicit expectation vs. Implicit expectations 5)Cautious vs. Venturous decision making |
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Definition:
Motivation |
the process by which individuals are stimulated to act on their needs, desires, and drives
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In the Pyramid of Maslow's Heirarchy of Needs, what are the levels
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TOP to BOTTOM
Self-actualization Esteem Social Safety Physiological |
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What is a Hygiene factor and what are some examples
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-Prevent job dissatisfaction
Examples: Job security, salary & benefits, peer interaction, good working conditions |
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What is a Motivation factor and what are some examples
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-Used to motivate employees
Examples: Responsibility, recognition, advancement, challenging work, etc... |
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What are the 3 things Managers may need depending on their personallity
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1)Need for achievement
2)Need for power 3)Need for affiliation |
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What types of Reinforcement strengthen a behavior
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-Positive
-Advoidance |
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What types of Reinforcement weakens a behavior
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-Punishment==> may lead to anger
-Extinction |
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What are some roadblocks to Participative Management
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-Lack of support from Admin.
-Employee skepticism & lack of skill -Culutre difference -Job insecurity -Unwillingness |
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What are 3 ways a person can communicate
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-Nonverbal
-Speaking -Writing |
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What are some communication barriers
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-Environment
-Experiential -Behavior -Culture |
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What are the Advantages & Disadvantages of Verbal Communication
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Adv:
-Prompt feedback -Body Language, tech. skill not required Dis: -No written record -No time for reflextion -Environmental Distractions |
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Name the ways to get people to stop talking
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-Get their attention
-Back-track -Nod -Redirect Conversation -Ask closed ended questions |
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What is the 5-step process to deal with complainers
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-Listen and let them talk
-Acknowledge their complaint -Ask for ideas -Ask them how they want it to be resolved -Ask/tell their next step |
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What are 7 things needed in a business meeting
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1)Clearly defined goals of meeting
2)Time to accomplish goals determined 3)attendies decided 4)format determined 5)Strategy plan 6)Agenda 7)Record meeting minutes |
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What are the Advantages & Disadvantages of Written Communication
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Adv:
-Written record -Message can be sent at any time Dis: -Takes longer to get to reciever -delayed feedback |
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What are some rules for Effective Communication
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-Plan the Message
-Determine Appropriate Lang. -Be honest, accurate, and aware of body lang. -Be sensitive to reciever -Keep setting appropriate -Encourage feedback |
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What are some rules for Effective Listening
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-Be attentive
-Be Open-minded -Develope empathy -wait before responing -observe nonverbal cues -listen to whole message -keep distractions to a minimum |
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What are the different channels of communication
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-Upward
-Downward -Horizontal -Grapevine |
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Definition:
Planning |
Determining organizational goals and objectives and developing procedures to reach them
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Definition:
Goal |
Describes what an organization hopes to accomplish over the long term
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Definition:
Objectives |
Specific statements of how an organization intends to accomplish the goals
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Definition:
Strategies |
Precise action plans for achieving goals and objectives
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What are the 3 types of Organizational Planning
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1)Strategic Planning
-long range 2)Operational Planning -immediate range 3)Performance Planning -for individual |
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What are the 3 Phases in Strategic Planning
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Phase 1:
Data Gathering & Analysis, includes SWOT, and Mission & Vision statements Phase 2: Establishing goals, objective, strategies, & plan Phase 3: Implementing, evaluating, modifying |
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What the things in Operational Planning
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Standing Plans
-Policies -Procedures -Rules Periodic Dept. budget -Operating -capital -Cash Periodic dept. Business Plan -Developed AFTER goal & objec -Executive summary |
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What are 6 things that should be included in a Policy
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1)Subject
2)Statement of Purpose 3)Effective Date 4)Area of Responsibility 5)Accountable Persons 6)Detailed specific issues and standards |
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What are 5 components of a business plan
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1)Market Strategy
2)Production/Service Strategy 3)Research/Develp. Strategy 4)Organ./Mngt Strategy 5)Financial Strategy |
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Definition:
Gantt Chart |
A scheduling technique that shows a timeline of sequential activities
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Definition:
PERT |
Program Evaluation and Review Technique
Used to plan complex projects and determines critical path for efficient scheduling of activities |
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What are the 6 components/characteristics of an Objective
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1)Specificity
2)Conciseness 3)Time dimention 4)Reality 5)Described Method 6)Value dimetion that relates to Mission/Vision |
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What are the 3 critical elements for Decision Making
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1)Authority or freedom to take action
2)Knowledge of the situation under consideration 3)Motivation to make the decision |
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What are the 6 steps in the Decision Making Process
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1)Define the Problem
2)Gather Data 3)Identify alternative solutions 4)Evaluate relative value of alternatives 5)Implement best choice 6)Evaluate Decision |
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What are the Advantages and Disadvantages of Team Decision Making
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Adv:
-Culmative Knowledge & Experience -More alternative solutions -Greater motivation -Creates a stronger working team Dis: -Time consuming -No one assuming responsibility -Fear can discourage creative ideas |
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What are the 4 Positive Coaching Challenges
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1)Active Listening
2)USED Model 3)Positive Feedback 4)Constructive Feedback |
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Definition:
USED |
Understanding, Showing, Experiencing, and Doing
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Definition:
Organization |
Developing a formal structure to divide, define, and coordinate
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What are the different types of Committees or Work Teams
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1)Ad Hoc- short term, specific
2)Standing Committee- Longer 3)Task Force- short term, from different departments 4)Project teams 5)cross-functional- same level employees but diff departments 6)Virtual teams |
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What are the 4 stages that a team goes through
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Stage 1:
Orientation Stage 2: Dissatisfaction Stage 3: Resolution Stage 4: Production |
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Name some characteristics of an Effective Team
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-Clear Role and Purpose
-Interpersonal Relationship -Member empowerment -Open/Honest Communication -Participation -High performance and motivation -risk taking -accountability -specific goals |
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What are the different components of an Organizational Chart
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1)Chian of Command
2)Unity of Command 3)Departmentalization 4)Lines of communication 5)span of Control 6)Line vs. Staff employees |
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What are the 3 types of Organizational Chart
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1)Functional-hierarchical
2)matrix model 3)Bubble Diagram |
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What is the difference between Job Description and Job Specification
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Description- written tasks to be performed and how they are accomplished
Specification-Qualifications required of employee performing the task |
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What is required on a Job Description/Specification
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-Job title and classification
-responibilities -statement of minimum stnd of performance for each task -description of work envir. -opportunities for promotion -min. qualifications |
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What are the school programs
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-School Lunch Program
-School Breakfast Program -Special Milk Program -After School Lunch Program |
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What level of poverty is required for free lunches
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Family's income is less than 130% of poverty
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What level of poverty is required for reduced lunches
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Family's income is between 185% and 130% of poverty level
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Who determines the Poverty Guidlines
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Office of Management & Budget
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What are the 5 types of menu planning
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1)Traditional Food-based
2)Enhanced Food-based 3)Nutrient standard (NuMenus) 4)Assisted nutrient standard 5)Alternate approach |
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What are the 5 food groups offered in the Traditional/Enhanced Food-based menus
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-Meat or meat alternative
-Milk -Veggies -Fruits -Bread/Grain |
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What are the 3 food groups offered in the NuMenus
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-Entree
-milk -1 other item |
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What is the "Offer vs. Serve" and why was it implemented
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A program designed to lesson food waste and give autonomy to students eating school meals
-Increase satisfaction -Decrease food waste -Decrease food cost |
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What nutritional requirements are in the SLP
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1/3 of calories for age group
1/3 of RDAs for protein, calcium, iron, vitamin A & C |
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What nutritional requirements are in the SBP
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1/4 of daily calories for age group
1/4 of RDAs for protein, calcium, iron, vitamin A & C |
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Definition:
Competitive Foods |
foods of minimal nutritional value offered at the schools
-A la carte -vending -school stores -snack bars |
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What are the requirements of the Local Wellness Policy
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-Goals for Nut. Ed.
-Goals for Phys. Ed. -Nut. Guidlines for all food sold on campus -Establish a plan for measuring outcomes -Must include parents, students and others |
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what are some problems in the Foodservice workforce
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-Lack of English Language speaking skills
-Competition -High turn-over rates (50%+ managers, 100-125% staff) -Low pay and limited benifits |
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What are the 4 Classifications for Food service Employees
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-Careerist
-Undecided -Passing Through -Misplaced |
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Definition:
EEO |
Equal Employment Opportunity
Forbids discrimination on the basis of race, color, religion, sex, disability, pregnancy, national orgin, gender |
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Definition:
EEOC |
Equal Employment Opportunity Commission
1964, Covers hiring, dismissal, work reductions, layoffs, disciplinary actions, compensation, access to training & advancement |
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Definition:
Affirmative Action |
Employers must seek out, hire, and advance reasonably qulified individuals from under-represented groups
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Definition:
Glass Ceiling |
Invisible barrier that may prevent women and minorities from achieving top-level positions
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What are some Compensations and Benifits given to workers
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-Social Security
-Fair Labor Standards Act (min. wage & overtime) -Equal Pay Act -Unemployment Insurance -Workers' Compensation Insurance (work accidents or illnesses) -Family and Medical Leave Act |
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Definition:
HIPPA |
Health Insurance Portability & Accountability Act
Provided for portability and continuity of health insurance coverage |
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What are the Standards for privacy and protected health info
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-Genetic Info
-Healthcare plan -Amount of premiums/health insurance -work status -enrollment in Medicare |
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What is the Purpose of the Immigration Reform & Control Act
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To stop unlawful employment of unauthorized aliens in the US Employers must verify documents and maintain records that prove legal rights of applicant to work.
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What are the advantages and disadvantages for INTERNAL recruitment
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Adv:
-Improved employee morale and motivation -less expensive method -already familiar with the organization Dis: -may not have appropriate job skills -lack of new ideas |
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What are the advantages and disadvantages for EXTERNAL recruitment
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Adv:
-New ideas -variety of applicants Dis: -More expensive -time-consuming -unfamiliarity with the organization |
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What is the steps for hiring
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1)Recruitment
2)Application & Screening 3)Interviewing 4)Hiring 5)Orientation 6)Training 7)Performance Evaluation |
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What are some factors contributing to an employee's performance
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-Quality of work
-Quantity of work -Good relationship with co-workers -Attendance -Work habits -Personal Hygiene -Employee's initiative |
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What are some causes for employee turnover
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-selecting wrong person for the job
-poor orientation -insufficient training -lack of teamwork -ongoing unresolved conflicts -poor supervision -lack of opportunity for advancement -personal reasons |
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Formula:
Turnover rate = |
(# of separations per yr. x 100)/(Avg. # payroll employees)
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Formula:
Absenteeism rate = |
(# wkdays lost per pay period)/(Avg. # employees x # wkdays x 100)
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Acronym:
OBRA |
Omnibus Budget Reconcilliation Act
Nursing home reform by Health care Financing Administration (HCFA) with 50% dealing with nutrition and food service |