chapter 1 systems approach to a foodservice organization

Chapter 1

Systems Approach to a Foodservice Organization

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Foodservice Organizations, 5th editionSpears & Gregoire

Open System

Interdependency of parts, leading to integration and synergy

Dynamic equilibriumEquifinalityPermeable boundariesInterface of systems and subsystemsHierarchy of the system

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Foodservice Organizations, 5th editionSpears & Gregoire

A Foodservice Systems Model

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Foodservice Organizations, 5th editionSpears & Gregoire

Commercial Segment

Includes restaurants, lodging food and beverage, recreation and sports, and convenience stores.

Sale of food primary activityProfit a goal

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Foodservice Organizations, 5th editionSpears & Gregoire

Foodservice Feedback

Foodservice managers must evaluate on a regular basis:Comments from customersPlate wastePatronageProfit and loss statementsEmployee performance and morale

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Foodservice Organizations, 5th editionSpears & Gregoire

Limited-Service, Limited-Menu

Provides limited number of food items to customers in relatively short period of time.

Targets working professionals and parents.

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Foodservice Organizations, 5th editionSpears & Gregoire

Full-Service Restaurants

Provide waited table service for customers

Casual Dining RestaurantsAttract middle-income individualsOlive Garden, Red Lobster, Applebee’s, etc.

Fine Dining Restaurants “white tablecloth” restaurantsHigh meal prices

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Foodservice Organizations, 5th editionSpears & Gregoire

Hotel and Motel Restaurants

Longer hours of serviceFull-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

Foodservice Organizations, 5th editionSpears & Gregoire

Country Club Restaurants

Includes snack bars, Sunday buffets, fine dining, informal grills, and buffet facilities

Could be considered not-for-profitMember’s dues make cost of menu items

lower than for-profit operationsSmall market (only 200-1,000 customers

per club)

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Foodservice Organizations, 5th editionSpears & Gregoire

Airport Restaurants

Onboard foodservice Typically serve small snack (peanuts or

pretzels) and beverageInclude fast food, casual dining, or even

local restaurants (contracted with the airport)

Menus are limited due to smaller spacesMust cover all day and offer take-out

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Foodservice Organizations, 5th editionSpears & Gregoire

Cruise Ship Dining

No limit on choices or quantities of foodCost of food included in cruise packageMust 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

Foodservice Organizations, 5th editionSpears & Gregoire

Zoos

Looking for ways to increase revenueBrookfield Zoo (near Chicago)

Full-service bar and tapas, averaging $9.00 Lincoln Park Zoo (Chicago)

Restaurant chain and upscale food courtDenver Zoo

Contract with concessions company

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

Convenience Stores

Six convenience store formats:Kiosk – tobacco, beverages, snacksMini – grocery selection is limitedLimited Selection – broader product mix and

grocery offeringsTraditional – dairy, bakery, prepared foodsExpanded – fast-food operationsHyper – bakery, sit-down restaurant,

pharmacy

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Foodservice Organizations, 5th editionSpears & Gregoire

On-site Segment

Provides meals primarily for those directly involved with the facility such as patients, students, prisoners, and employees.

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Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

Schools

National School Lunch Program (NSLP)Federally assisted meal programNutritionally 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

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Foodservice Organizations, 5th editionSpears & Gregoire

Colleges and Universities

Use of debit cardIncreased use of food court concepts, c-

stores, and delisTraditional board plans replaced with

paying for only foods eaten each dayMany offering extended hours and

takeout or delivery

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Foodservice Organizations, 5th editionSpears & Gregoire

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

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Foodservice Organizations, 5th editionSpears & Gregoire

Senior Care

Nutrition Services Program for Older AmericansNutritious, low-cost meals to homebound

persons and senior centersHome-delivered meals

Volunteers deliver at lunchtimeRecipients charged what they can afford

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Foodservice Organizations, 5th editionSpears & Gregoire

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

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Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

Correctional Facilities

Tight budgets - < $2 per inmate per dayMany facilities have self-serve salad,

pasta, and dessert bars Serve favorites such as pizza, chicken

nuggets, and homemade baked goodsMust meet dietary guidelines and be

approved by registered dietitians

©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458

Foodservice Organizations, 5th editionSpears & Gregoire

Employee Feeding

Employees self-serve from stationssalad, 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

Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

Self-operation

Managed by employee of companyManager has full responsibility and

authority within department

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Foodservice Organizations, 5th editionSpears & Gregoire

Partnering

Establishes mutual goals and objectivesBuilds trust and encourages open

communicationHelps eliminate surprisesEnables two parties to anticipate and

resolve problems

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Foodservice Organizations, 5th editionSpears & Gregoire

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

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Foodservice Organizations, 5th editionSpears & Gregoire

Contracting

Agreement between two or more persons

Contractor must educate on company functions and operations

Employees make transitionDirector serves as liaisonFunds may be needed for upgrading

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Foodservice Organizations, 5th editionSpears & Gregoire

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

Foodservice Organizations, 5th editionSpears & Gregoire

Multidepartment Management

Many reasons for multidepartment managementProfessional development, value to

employer, higher position within organization, job security, and survival

Management is emphasized and area of expertise is secondary