the importance of quality in food and beverage production
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TITLE PAGE
THE IMPORTANCE OF QUALITY IN FOOD AND BEVERAGE
PRODUCTION.
A PROJECT PRESENTED
BY
UGWUANYI MATHIAS IKENNA
REG NO: FPI/HND/HMT/08/015
A PROJECT SUBMITTED TO
THE DEPARTMENT OF HOSPITALITY MANAGEMENT,
SCHOOL OF TECHNOLOGY,
FEDERAL POLYTECHNIC,
P.M.B 1037 IDAH,
KOGI STATE.
IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE
AWARD OF HIGHER NATIONAL DIPLOMA (HND) IN
HOSPITALITY MANAGEMENT.
OCTOBER, 2010.
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APPROVAL PAGE
This is to certify that this project has been read and approved
as having met the requirements for the award of Higher National
Diploma in Hospitality Management.
By
Mrs. E.A. Onyejizu Mr. M.S Adama
Supervisor Head of Department
_______________ _______________
External Examiner Date
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DEDICATION
This project is dedicated to my dear wife, lecturers, friends and
well wishers who contributed immensely either through cash and kind
till the completion of this project. And I also thank the Almighty God.
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ACKNOWLEDGEMENT
I first of all thank the Almighty God who gave me the strength to
accomplish this assignment.
My thanks goes to my dear wife, lecturers, friends and well
wishers whose efforts and were in no small measure to the
successful completion of this project.
I also thank my brothers and sisters who gave words of
encouragement during the project work.
I also wish to thank my able supervisor Mrs. E.A Onyejizu who
always devoted her time in supervising my project work and also
making all the necessary corrections.
I also thank the able academic advice of Chief E.O Nda
Suleiman for his academic advice.
My deep appreciation goes to my able Head of Department Mr.
M.S. Adama for his tireless efforts in making sure that we in his
department excel in the project work and other courses in the school.
Again, I also thank the chairman of the Project Committee
Mallam A,.Ali for his immense contributions.
My thanks also goes to Mrs. E.A Musa, Mrs.A.A Kuku and Mrs.
E.O. Ochi who gave enough stuff during their lecturer which made the
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project work easy. I thank other friends like S.O. Onyeabo, Mr.
George etc. for their roles during the research work.
Finally, my profound gratitude goes to Mr. Ekere Thadeous
Jude the lecturer civil Engineering Department for his financial
assistance throughout the period of the project.
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ABSTRACT
This project work deals with the importance of quality in food and
beverage production. This study was carved out through
questionnaire personal/observation and also through the collection of
data.
It deals with what is food and beverage production, and
meaning of quality, types of quality, factors that brings about quality in
food and beverage production, and the importance of quality. The
study also identifies reasons for poor quality and also made
recommendation for both quality standards which will help any
hospitality establishment to grow.
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INTRODUCTION
According to William J. Stevenson (2002) Operations
Management. 7th edition. Publishes by Mc Graw – Hill/Irwin an
imprint of Mc Craw – Hill Companies Inc defines quality as
The degree of perfection also the degree to which standard is
met.
Quality according to Longman Dictionary of Contemporary
English defines quality as the “The degrees to which something is
good or bad”. Also according to Oxford Advanced Learner’s
Dictionary of 6th and editions put quality as known with the follow up
definitions- “The standard of something when it is compared to other
things, how good or bad something is to be of good quality, poor
quality, high quality goods it went further to say when costs of goods
are reduced, product quality suffers, their quality of life improved
when they moved to France.
It went further to say it in adjective as follows – that quality is
used especially by people trying to sell goods and services, to say
that something is of high quality e.g we specialize in quality service at
a competitive price.
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We are interesting in anything good quality in food and
beverage production as customers will like to get the best quality
products from our foods and bar production. Nobody will like to buy
inferior goods and services from even markets. So also, in the
Hospitality Industry, customers are interested in quality food, quality
services etc.
According to John Ruskin (1819 – 1900) “It is universe to pay
too much, but it is worse to pay too little when you pay too much, you
loose little money that is all. When you pay too little, you sometimes
lose everything because the things you brought was incapable of
doing the things it was brought to do”. From the above quotation,
quality is very important in food and beverage production in order to
enable any establishment stand.
The world is becoming aware of quality in every endeavour due to its
importance especially in food and beverage operations. Countries like
Japan, China and America are paying much attention to the word
quality products, quality foods, quality assurance, quality control and
even quality time. But the revise is the case in Africa especially, in
Nigeria where people prefer poor quality goods and services because
the are cheap.
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But in hospitality industry, there are lot of competition and when
an establishment does not maintain quality standard, it is bond to fail.
Many people are realizing that quality is important especially as there
is an increase in travels, and technological advancement, new
demand or seek the best for any hospitality industry to make profit, it
must design methods of producing quality foods and beverage
services to the customers in food and beverage production, products
and services are important. The product in this area includes food
and drinks. The kitchen staff headed by the chef must try to maintain
quality products, quality service and managing the marketing systems
in order to maximize profits.
The chef must use the principles of planning, organizing,
directing and controlling of set standards in order to obtain quality
standard. This have different types of quality such as quality
assurance. This is the practice of managing the way goods are
produced or services are provided to make sure they are kept at high
standard.
Quality Control: This is the practice of checking goods as they are
being produced to make sure that they are of high standard.
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Quality Time: This is time spent giving your full attention to
somebody especially to your children after work.
According to Abraham Maslow, hierarchy of needs says that
“food is the basic need of man” because of this, quality food and
beverage of this quality food and beverage production is very
important.
Food according to Advance Learner’s Dictionary defines food
as “the substances both solid and liquid taken into the body through
the digestive track for use in growth maintenance and repair of body.
Function of Food
1) It provides energy to do work
2) It acts as building material in growth and repair
3) It regulates the life processes
The daily diet is said to be adequate when it can supply enough
of the essential nutrients to perform the function of food. Adequate
diet has the proper amount of each of the six classes of nutrients
such as protein, CHO, fats, and oils, water and mineral.
1.2 STATEMENT OF PROBLEMS
The problems facing food and beverage operation in Nigeria
are many unlike other nations like China, America and Japan/
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1) In Nigeria, majority of people believed that kitchen is only for
women. They believe that education of women is under the kitchen.
But the trend has changed since great number of men work in kitchen
of every hospitality industry.
2) Again, some production area lack quality equipment. Some
operate with inferior equipment which will not last and may even
cause food poison when used. There is lack of quality equipment.
3) The purchasing of bad quality food commodities from the market
food stuffs may not be purchased after harvest. Some of them may
go bad before sale examples are the perishables like vegetables,
eggs, meats, fish etc. These items if not stored well will go bad before
use in the kitchen and this will prevent quality production.
4) They may not be correct proportion. They may be over or under
use of food ingredients.
5) They may not be knowledgeable and experienced kitchen staff. To
this effect, quality items may be provided but products with emerge
6) Lack of storage system. Some items may so bad due to lack of
storage facilities like freezer, refrigerators or cold room.
7) Lack of personal and food Hygiene: When a high level of hygiene
is not maintained in the food and beverage production, the result is
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the production of food contaminated with micro organisms which
results in food poison and may lead to death of customers.]
8) Food costing: When food cost is not maintained by the chef, they
must be a problem. Corts like food cost, labour cost, operational cost
and overhead costs has to be followed. But in some establishment,
they may not do costing and at lat, they will know whether they have
made profit or not.
9) Lack of standard kitchen layout: Some do not have standard
kitchen layout and this does not allow enough space to the working
staff and this always cause accidents in the kitchen.
10) Lack of menu planning – some kitchen staff do not plan menu
and do not even know the six basic nutrient from food they are
preparing e.g an establishment may be serving food containing CHo
for one week.
11) Lack of water supply: At times there may not be enough water
supply in the kitchen. And this creates problem because there will not
be enough for wash up, cooking and for the drainage system.
12) Lack of power supply: There may not be enough supply of
electricity for mechanical and electrical equipment to operate. Some
may not even have stand-by generator in case PHCN takes light.
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13) Lack of customer service: The quality food may be produced in
the kitchen but the question is “how is this food presented and served
by the service staff like waiters?” At times, waiters may not be skilled.
14) Lack of capital – there may not be enough capital to provide all
the above mentioned items. This modern kitchen is capital intensive
this has lead to use of out-dated equipments.
15) Food wastage: Some kitchen staff waste a lot of food and items
during production and this results in low profit margin.
16) Overhead costs: A lot of expenses are incurred like the PHCN
bill, the water co-operations etc. and if care is not taken, it will reduce
the profit margin.
1.3 STATEMENT OF PURPOSE
According to lecture delivered on 4/3/2010 by Bana on
customer service, quality food if produced will be of befit to the
organization, to the staff and the customers.
Organization
1) It will build the public image
2) It will motivate customers
3) It will increase their sales volume
4) It will increase profit making
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1) The customer and organization will appreciate their efforts
2) Employees get rewards like tips and pay increases
3) They make outside friends
4) It promote team
To customers
1) customers expectations are met
2) Customers gets satisfaction
3) When they gets satisfactions, they will tell others and others will
come and the company will make sales volume and profits are made
and the salaries of workers will be paid.
This research dwells on the following
1) The definition of quality
2) The types of quality in F.B
3) Factors that leads to quality production
4) The importance of in food and beverage production
5) How to improve the quality in food and beverage operation in
Nigeria.
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1.4 AIM AND OBJECTIVES OF STUDY
At the end of this study, people would know the following .
1) The factors that leads to quality in food and beverage operations.
2) The importance of this quality to both the organization, the staff
and the customers
3) The problems of food and beverage operations especially in
Nigeria.
4) Again, how to improve the quality in food and beverage operations.
5) And the recommendations made after
1.5 RESEARCH QUESTION
In this research work, we try to get questions as follows:
1) What is meaning of the word quality?
2) What strategies can one use to get quality in food and beverage
production?
3) What are the likely problems of getting quality in food and
beverage production?
4) What really are the benefits or gains of quality in food and
beverage production
5) What are the quality products
6) Are they important to the establishment, staff and customers?
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7) How can we improve on this quality standard?
8) What are the problems in achieving this quality standard there are
recommendations?
9) Our customers satisfied in our products?
1.6 LIMITATIN OF THE STUDY
In order to make the research move more
The work covers areas like the kitchen area, beverage
operations, the services area, the equipment in both food and
beverage operations, methods of cooking, the staff in both food and
beverage production.
This also includes the food and beverage production
management such as forecasting, planning, organizing, controlling
and co-coordinating the activities of other in order to achieve common
goals.
This is mainly done by the kitchen chef.
A typical example of the food and beverage production area is
Department of Hospitality Area, the kitchen and Restaurants.
The study of this was made possible by the use of theory of
catering 4th, 7th, 10th and 11th editions, respectively. Also, the
scope covers some lecture notes by our able lecturers.
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1.7 SIGNIFICANCE OF THE STUDY
The significance of this study is
1) How to produce the best quality food
2) How to produce best quality services to the customers
3) A strategies used to set these qualities
4) It is also how to maintain hygiene condition in production of food
and beverage
5) It also signifies the benefits or the importance of this quality
products to the establishment, staff and the customers in particular.
6) The importance of the quality in food and beverage productions.
7) The impacts of the quality on the establishment, staff and
customers.
1.8 DEFINITION OF TERMS
Quality: The standard of something when it is compared to other
things.
How good or bad something is. Or word used by people trying
to sell goods and services to show that they are of high quality.
Quality Assurance:
This is the practice of managing the way goods are produced or
services are provided to make sure they are kept at a high standard.
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Quality Control:
This spent giving your full attention to somebody especially to
your children after work.
Total Quality Management (TQM)
This means the system of using staff by the chef to produce
quality food and drinks that will satisfy the customers.
Mission Statement:
A statement giving the staff of an establishment the values,
aims and objectives of the establishment
HCIMA:
Hotel catering and Institutional Management Association
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CHAPTER TWO
2.0 REVIEW OF LITERATURE
This chapter deals with the review of literature or documented
materials used during this study. In order study the importance of
quality in food and beverage production, the researcher reviewed a
number of journals, books, lecture notes of some lecturers,
magazines and past project work.
2.1 THE QUALITY PRODUCTS OF FOOD AND BEVERAGE
PRODUCTION
Quality according to Oxford Advanced Learners Dictionary 6th
edition defines quality as the standard of something when it is
compared to other things, how good or bad something is to be of
good quality, poor quality high quality suffers, their quality of the
improved when they moved to France”
But Longman Dictionary of contemporary English define quality
as “the degree to which something is good or bad”.
From the above definitions, our concern is the good quality
food, drinks and service food and beverage production.
The service of these products are very important because good
quality products may be produced but may spilt during services by
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the waiters or staff. For example, quality foods and drinks may be
produced but if not well presented to the customers may reduce the
quality thereby reducing the image of the whole establishment.
Denis R. Lillikrap and John A. Cousins in their book of food and
beverage service said “the product of food and beverage operation is
not just the food and drink itself. Any member of staff coming into
contact with the customer is also part of the product” They went
further to say “No” matter how good the quality of food, beverage
dear or equipment poorly trained, saruffy or unhelpful staff can
destroy the customers potential satisfaction can destroy the
customers potential satisfaction, with the product. It is also true that
well-trained smort and helpful staff can sometimes make up for
aspects which lacking elsewhere in the operations”
According to the book of Hotel Management and operations –
4th edition written by Denney Rutherford written by Denney of Ruther
food and machine J.D. Fallon said on quality product in the problem
for builders was that the variety and quality of products are not up to
the required stands”
Because of these, the food beverage department, seems to be
declining along with the quality of ingredients. According to them, the
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management solved this problem by creating the position of food
storages who initially focused on buying high quality produce locally,
the food forage or went very far in purchasing species shelsfish
cheese and meat. He used to hot line to report the expected delivery
dates and expenditures. The building chef adjusted menu basaed on
the incoming items.
Consequently, the food ingredients are of highest quality and
the chef has to experiment with continuously changing menu.
Also seeking to install a passions for food and beverage a book
b y wyndham Hotels and Resort designed its best of class program
with the aim of making nyndham a leader in food and beverage
innovations, quality and service.
These writers suggested the following steps:
1) Re engineering menus and recipes
2) Modified during rooms and introduced display kitchen
3) Upgraded table tops staff uniforms, chinas, glass and silver
uniforms, chinas, glass and silver.
4) Developed seasonal food and beverage promotions
5) Recruited outstanding culinary talents
6) Promoted food and beverage products within hotels
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7) Collaborated with food vendors to obtain distinctive products and
with vendors to upgrade wine lists, and conduct tastings.
8) Implemented wine-by-the-class programme using varieties with
high brand awareness.
9) Developed a server training program that emphasized product
knowledge and upselling techniques.
10) Implemented incentive programs desired to motivate servers and
become better educated about food and wines being served.
11) Reinvented room service procedures by providing training in
proper service etiquette, prodefying of training videos and manuals
and upgrading equipments.
12) Revise in – house marketing materials such as menus and in-
room directories.
All the mentioned steps should be used in producing best
quality products.
So if service is provided by food and beverage production, the
quality service is required.
Quality service include the warm and friendly reception of a
quest the proper prompt attention given to him or has needs, the
speed of service of food, the courteous usage of language, how the
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complaints received are dealt with a host of others. The customer
may not only received good food, drinks and quality service but also
may require a good atmosphere.
Roger Cartwright and George area in their book writing about
customer’s satisfaction defines quality as follows: “Fair exchange of
price and value or the degree to which customer specifications are
satisfied. The dictionary meaning of quality says “Degree especially
high degree of goodness or worth”.
The need for quality in food and beverage production is very
important as we are in era of stiff competition. It is important to have a
definite opinion of the level of quality required in food and beverage
production.
Also, a book by Las Walk says “The image and prospects of
food and beverage prospects of food and beverage production
depends on the quality of services rendered to the customers”. This
means that quality products has to be produced in order to satisfy our
customer who has the choice of products.
He also went further to say that “customer” needs are the prime
importance both to themselves and to the established”, if the quality
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required by our customers are not met, they will stop patronage and
do not expect any recommendation.
When this happens, there is a saying “ a dissatisfied customer
has more friends them a satisfied one”.
Also walking it is able said “when customer receive a courteous,
efficient and effective service, they come back for more and
recommend your services to contracts. In order to retain customers,
food and beverage production must operate to acceptable standard
and present a positive image. Its standing market segment will
depend upon its customers awareness of the quality of products
services and processes it provides”.
Also according to Hotel Catering and Institutional Management
Association (HCIMA) magazine February, 1994, the term “customer”
starts from the external customers and work back to the internal
customers”. This means that a customer can be any person who
receives a service or product from a supplier, that is there are
external and internal customer. Here the in food and beverage
production are the internal customers while the guest are the external
customers both the internal and external requires quality service eg.
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The laundry staff will have to wash and press the uniforms of
the smart to customers always. The magazine also added that
“insufficient quality can be equally inconvenient to management and
staff themselves. Las Walkling went further to explain that continued
success in the food and beverage production will coped upon the
supplier’s ability to deliver products and services that are fit for their
intended purpose and satisfy customers.
The quality of services offered to individual guest by the staff
should be commensurate with, the standard service any
establishment always set out to please customers or guests so that
he or she may be pleased to come again. Therefore, quality products
should be produced by the food and beverage production in order to
promote quality service to our noble or customers.
2.3 QUALITY SYSTEM AND HOW TO ACHIEVE IT
How to achieve it factors which leads to achieving quality in
food and beverage production.
Since the world authors have written several authors and books
on quality management in the industry. Many quality system have
been adopted and implemented.
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Les Walklin in his book putting quality into practice states that
“quality is infact a moving target” an this was confirmed in a note
written by Andrew Furply: managing director of F. Furply and sons ltd.
To achieve quality in food and beverage production, the following
systems can be used:
T.O.M: This means total quality management. Lecture notes on
Hollings faculty department of total, catering and tourism
management 1995/96 academic sessions wrote.
TO.M is a philosophy that impact on the organization and its
people it moves. Beyond the documentary procedures to create an
environment to achieve performance beyond customers spectations
T.O.M organization’s manage service and employees alike and there
is no end point to T.O.M as a quality system”
Les Walklin also wrote about T.O.M “it is a senior management
led initiative intended to improve effectiveness and to build quality
into the services delivered, involve on the whole workforce for a
commitment correctly is emphasized.
Stephen Dodwell, a general manager on holiday Inn Bristol also
defined T.O.M as follows:
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“Total means involved everyone, quality means delighting the
guest and management involved organizing rather that
supervising the total element covers communication, training,
recognition reward and empowerment.
This principles of purpose is to bring about quality products,
quality and services to our guests.
Walklin also writes on the features of T.O.M “for some people,
the concepts of total quality is based upon little more than a personal
outlook or view of what they believe to be the requirements imposed
by external agencies powerful stakeholders for others, some system
of T.q.M is seen as being desirable in order to ensure that every
person and every resources employed work properly together. He
also went further to say that “what ever view is taken, there is a need
to satisfy customer requirement in order to become successful or stay
in business. Therefore, T.q.m acts as an agent of change involving all
staff”
East, J. (1993) Summarizes the following as key T.q.m issues.
1) There has to be quality policy or mission statement to enable an
organization to survive.
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2) There must be plan of actions to achieve this objective actions to
achieve this objective.
3) Empower the staff and ensure management structure
4) Understand your customers requirements and expectations
5) Plan to do the jobs right from the first time
6) Establish a quality assurance system which identifies the
standards to be achieved.
7) Implement a quality improvement process to include the use of
team work and the right tool and techniques. Measure how these
improvements satisfy the customers needs.
8) Demand and bring about continuous improvement and recognize
achievements when they occur.
Les Walkhin also wrote “wherever I am operates, staff should
be actively involved in managing quality and playing an important part
in management decision making without staff involvement and
supports, I will become ineffective and will grade to a half.
All the views of the authors on the views of the authors seems
to be simple and best. This is because he said to achieve the quality
standard set, the involvement of all the staff is necessary, no matter
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the level of staff, especially those that come in contact with the
guests, food and drinks.
In food and beverage management, there shall be free and
easy communication trang and recognition of staff.
2) BS 5750:
The stands for British Standard code for series of standard
quality. Les Walklins puts it this way “the BS 5750/150 9000 series of
standards is to prevent faults any errors in the activities of the
organization which affect the quality of the product or service the
customers receives.
It does so by requiring that management systems and
procedures are established documented and maintained.
Achievement of the B.S 5750 standard demonstrates to customers
that one provides products or services to the required quality. It went
further to say to achieve B.S 570 requires total commitment from
every member of staff. The property or equipment will be assessed
by an the accredited organization and once the B.S rating has been
achieved, the equipment will be assessed twice a year, to ensure that
standards are maintained.
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Rustin puts in hospitality, the HCIMA Management magazine
“The definition of BS 570 includes the key phrase “ability to meet
stated or implied needs” e.g if the book a table for dinner at a major
hotel, what is the contract based on? A menu. The implication is that I
expect my menu to be hot and my ice cream to be cold in addition, I
expect a nice table cloth excellent service and a wine waiter who
knows what he is talking about. Also food hygiene standard has to be
met. There B.S 57850 concentrates on what the customer wants and
focus the attention of every one in the food and beverage production.
The researcher agrees with the idea of B.S 5750 as a quality
system, however believes that I am practiced have to be applied to
achieve the quality standards of B.S 5750 since it concentrates on
what the guests want and involves all the staff in making sure that
these needs are satisfied.
Also in theory of catering writes on quality in the management
of food and beverage production systems follows.
1) European Foundation for quality management: Excellent model of
1999 has it as a frame work which recognizes that there are many
approaches to achieve excellence in the aspects of performance.
This was based on criteria – the customers, people (employees) and
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the society, are achieved through leadership, driving policy and
strategic, people management, partnership, resources and processes
leading to business results.
e.g European Foundation for quality management excellent model
TABLE
Innovation: and learning
Explanation of the diagram
This is a salary that can be used appraise an organization’s
progress towards total quality management first 4 shows the
organizations achievements.
Five shows how results are being made. The areas shows the
dynamic nature of the model. This shows how the innovation and
learning helps enabiliers to achieve improved results.
Also, British Standard EN 150 9002: 1994. This was a scheme
made to assess the suitability of the suppliers products. This is a
British standard quality award which was the kite mark standard and
bench mark in the fitness for the purpose and safety in the use of
sense in service provided and to products designed and constructed
to satisfy the customers needs.
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It is also the process which shows that there is a link b/w the
customers demand and services products on offer. It also identifies
the systems, procedures and criteria that ensure that a product or
service meets customers requirement.
KEY ELEMENTS IN QUALITY MANAGEMENT
1) Management responsibility, policy, objectives and identification of
key personnel.
2) Quality system procedure all functions must be covered
3) Auditing the system – it must be audited internally
4) Quality in marketing – honest and promotional activities.
5) Material control and traceability supplies must be traceable
6) Non- conformity – Ensuring that faulty products /services do not
reach the customers
7) Correct action: Identifying reasons to faults, and implementing
measures to correct them and record of the fault measures, written
and kept.
8) Other services – Procedures for monitoring quality of the sale
service
9) Documentation and records – Records to check, and inspections,
actions taken and audit reports.
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10) Products safety and liability – Procedures for handling, storing
and processing of materials e.g food and drinks
a) This is to make the supplier to supply good quality goods and
services
b) Caterers on contract will try to meet up the standard.
c) This scheme provides that diligence has to be maintained. This
scheme leads to total quality management (TGM). This offers a
framework by which members of staff are given the scope to treat
guests as individuals and thereby offer superior services.
Problems
Food production systems such as cook chill, cook freeze and
sous wide has been introduced in order to increase efficiency and
productivity but there are problems as follows:
1) Unskilled Staff
a) Unattractive work conditions
b) Limited number of skilled staff
c) Mobility of labour
2) High cost of food commodities and also wastage
3) Equipments: High cost of replacement and maintenance
4) Overhead cost: Wages increase payments to National Insurance
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5) Lack of Space: Most kitchens and services area are not adequate
for comfortable working.
ASSURED SAFE CATERING
This is also the system developed for and with caterers to
control food safety problems. This based on hazards, analysis and
critical control point (HACCP). This means looking at catering
operation step by step from the selection of ingredients right through
the service of food to the customers. Anything which affects the
safety of food is identified, the caterer determine when and how to
control that hazard.
STRATEGIES TO ADOPT IN ACHIEVING QUALITY IN FOOD AND
BEVERAGE PRODUCTION
After knowing the different systems these passages, we try to
know the strategies of factors or ways of achieving quality. The
factors includes:
1) The equipment
2) Purchasing good quality local commodities
3) Knowledgeable and experienced kitchen staff
4) Good storage systems
5) Personal hygiene and food hygiene
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6) Standard kitchen layouts
7) Menu planning
8) Methods of cooking
9) Water supply
10) Preservation of food
11) Standard recipes
12) Correct proportions of ingredients
13) Power s upply
14) Customers services/preservation
1) Hygiene of food Production Systems: According to theory of
catering 4th edition defines hygiene as the general cleanliness of the
food working area. Theory of catering of 11th edition by Professor
David Foskett Victor Ceserani and Ronald puts “it’s that design and
construction of the kitchen must comply with the hygiene and food
safety Act of 1990/91. The basic layout and construction should
enable adequate space to be provided and associated areas for
equipments as well as working practices and frequent cleaning to be
carried out”.
According to lecture delivered by Mrs. Musa on 19th July, 2010.
puts hygiene this way” the science and practice of regarding health
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and is one of the most important to every one that work with food” in
order to achieve this hygiene committees must be formed one of the
principal concern of food production for caterers is to ensure that food
is safe when consumed. There is need for special attention to food
hygiene. This involves anyone directly or indirectly involved with food
handling. There is also need for hygiene committee , the committees
should comprise those responsible for maintaining hygiene standard,
quality control, training personnel and also representative from and
sections of food production like including food services personnel is
also advisable that staff be seconded to the committee for a set
period of time (maximum of 7 years) in order to encourage other
organization to show interest. The aim is to set up hygiene standard.
Speciality speakers can be invited to talk on hygiene subjects relating
to the industry e.g cleaning equipment and transportation.
Process of hygiene management
DIAGRAM
Also, according to food hygiene (England) regulations 2005
gave effect to th EU regulations and came into force on Jan 1, 2006
article 5 of the regulations states that :”food business operators shall
put into place, implement and maintain a permanent procedure
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based on the principles of hazard anlysis and critical control point
(HACCP).
Also, food hygiene regulations as was put by theory of catering
of 4th edition were as follows:
1) Equipment must be kept clean and in good conditions
2) Personal requirements: All parts of a person liable to come in
contact with food must be clean
3) All clothing must be kept clean.
4) All cuts must be covered with water proof dressing
5) Splitting is forbidden
6) Smoking and snuffing is not allowed in the food area.
7) Any carrier of infections must notify his or her employer to be
treated.
FOOD PREMISES (TOILET)
1) Toilet must be clear, lighted and ventilated
2) No food room shall contain or comminiacate with toilet
3) People should wash their hands after using the toilet
4) Washing facilities :- Hand basins and an adequate supply of Hot
water must be provided
5) Supply of soap and clean towels must be provided.
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6) First Aid :- Bandages, dressings and antiseptics must be provided
7) Highlighting & ventilation:- Food room must be highlighted and
ventilated
8) Sleeping room:- People should not sleep in a food room
9 ) Building of kitchen :- Should be kept in repair to avoid rat s, mice
etc.
10) Food temperature :- All foods must be kept at temp. where the
microorganisms must be killed at 7-62o C.
FOOD POISON
Food poison is the contamination of food by microorganisms
resulting to death of quest o r customers.
PREVENTION OF FOOD POISONING
This is done through the following
1. Care of the person who is always in contact with the quests or
customers – personal hygiene is required.
2. Care of food . During preparation and preservation of food,
care must be taken to avoid food microorganisms.
3. Care of environments;- the food and beverages production area
must be kept clean.
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KITCHEN EQUIPMENT
According to theory of catering 10th Edition, in order to produce
a god quality products, enough and good quality products enough
and good kitchen equipment must be produced such as
1) Small equipments e.g pie dish pudding sleeves, roasting pin,
kitchen knives, kitchen tools like claddles, sieve, spoons, wooden,
spoons, whisk, pans, omelet pans, brasing pan, scoops etc.
MIDIUM SIZED EQUIPMENT
Some are electrically or mechanically operated such as cuttlers,
mixers, chippers, chincers, peders etc.
LARGE EQUIPMENT
Large equipment must be provided such fryers, grills, ovens,
micro wave large pan, refrigerator weighing scale, dish washers,
toasters etc.
PURCHASING FOOD ITEMS
Any establishment making bulk purchase accordingly the theory
of catering of 10th edition said must consider quality and price of
goods must be equal with purchase order. All purchase specifications
must be met.
Transport
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The distribution of goods and maintenance of vehicles are
important to a centralized production. It is always controlled by senior
managers central production means that the production area is
separated from the food service by a distance.
Food Purchasing
1) First of the chef will laise with the food supplier. Both buyers and
sellers has role to play during purchase. Both must have a good
relationship and knowledge of each others responsibilities.
Suppliers must be aware of what is expected of the product.
The supplier will inform the caterer the food safety limitations of the
product. It is stated in the labeling words like “keep refrigerated” or
“keep frozen” others may be a chart of the projected shelf-life at
different storage temperature.
Purchasing cycle
According to Drummond, D “purchasing and costing for the
hospitality industry” e.g purchasing cycle graph.
Diagram
When the menu is planed, a number of activities must occur to
bring it into reality. One is to purchase and receive the materials
needed to produce the menu items.
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There are certain the chef should know :
1) Knowing the market know where the items are grown
2) Season of production
3) The cost of items
4) Condition of supply and demand
5)Laws and regulations governing the market products
6) Marketing agents and their services
7) Processing
8) Storage requirements
9) Commodity products class and grade
Purchasing Principles
1) Knowing the type of the image of the establishment you want buy
from
2) Cycle of operation and system of service
3) The occasion to which the item is needed
4) Amount of storage available
5) Finance and supply policy of the organization
6) Availability, seasonability, price trends
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Portion Control
This means controlling the size, quality of food to be served to
each customer the amount of food allowed depends:
1) The type of customer and establishment the higher the restaurant,
the more the payments.
2) Quality of food – better quality food yields a greater number of
portions than poor quality food.
3) The buying price of the food. A food buyer will ensure that the price
paid for any item of food is equivalent to the quality.
Storage:
Storage system is important in the catering establishment for
the following reasons.
1) Food items can be kept in stock at a suitable level eliminating the
risk of running out of any commodity.
2) All food entering and leaving the stores can be checked and this
prevents wastage .
3) A check can be kept on the percentage profit of each department
on the establishment.
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Containers
Suitable store containers should be used. Glass or plastic
containers should be used in many foods such as spices or herbs.
Bulky dry goods (sugar and salt etc) should be stored n suitable
bins with tight – tilling lids.
Sacks or cases of commodities should be stored on flour.
SPECIAL STORAGE POINTS
Comply with “best by” or “use buy” dates – old stock should be
brought forward with each raw delivery.
Commodities with strong smell or flavour should be stored as
far away from those foods which absorbs flavour eg strong smelling
cheese should not be stored near eggs.
Bread should be kept in a well ventilated container, stocks
should be checked always against weevils and mice. Tinned goods
should be packed on shelves. Cleaning materials because of their
strong smell should be kept in a separate store.
STORAGE ACCOMMODATION
They are divided into three:
1) Perishable Foods Includes: Meat, poultry game, fish diary
products, fats, vegetables fruits should have a separate place.
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2) Dry foods like cereals, pulses, sugar, flour bread, cakes, jams,
canned foods should be separated.
3) Frozen foods placed in deep freezer remains at the following temperature.
Temperature Storage Time
- 60c (210F) 7 Days
- 120c (100F) 1 month
- 180c (0F) 3 months
Storage temperature for frozen items
Meat - 200c - 160c
Fish - 200c - 160c
Frozen - 200c - 160c
Ice Cream - 220c - 180c
Storage temperature to refrigerated food cooked pies, sausage
rolls, 70c
Other foods 800c
Milk 50c
Eggs 40%
CONTROL BY TH HEAD CHEF
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The effective control must be carried out by the head chef in
food and beverage operations area.
The areas include
1) Purchasing of foods
2) Shortage of food
3) Preparation of food
4) Preservation of food
5) Presentation of food
6) Food hygiene
7) Food safety
8) Controls of waste
9) First aid to staff or customers
10) Knowing legal aspects
CONTROL OF RESOURCES
The efficient and effective management of resources requires
knowledge of experience, of the management staff.
The main purpose of control include
1) It is to make sure the supplies of what are required are available
2) That the supplies are of right quality and quantity
3) That they are available on time
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4) That there is minimum of wastage
5) That there is no overstocking
6) That there is no pilfering
7) That legal requirements are coupled.
MEANS OF CONTROL
1) Check must be used on daily or weekly bases
2) Records must correspond with the physical items
3) Any cost must be replaced by the staff in charged
4) A system of authorizing who buys and who issues items must be
established
CHECK LIST FOR CONTROL
The following will be checked
1) Foods inward
2) Are deliveries correct, quality, quantity hygienic, correct
temperature and storage.
3) Are the items issued in rotation
4) Are the items in correct standards etc
FOOD PRESERVATION
The production of menu for a period of one month is drawn up
and the total quantities of different foods requires are calculated.
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Supplies are ordered with the special attention given to their being of
high quality and delivery on time so that they can deliver on time so
that they can immediately be prepared and cooked without any
possibility of deteriorating. The dishes in the menu should be cooked
to the highest standards with regards to quality control and to
hygiene. The deep freeze temperature should be used to prevent the
multiplication of micro organism.
The temperature should be as follows: Freezing should beat 50c
(230F). Storage if frozen items should be at 180c transport of frozen
items to be point of service. The cooked food should be frozen until
immediately, prior to its service. It should be transported insulated
containers to the finishing kitchens.
Reheating of the frozen cooked portions must be carried out.
The frozen cooked portions should be reheated using a blast freezing
system.
QUALITY CONTROL
This is adequate control of bacterial contamination and growth
which are hazards in any kitchen. This can be done by initial
installation, by a qualified analyst and regular checks taken on every
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batch of food cooked. Large kitchen employs a full time Food
Technologist/Microbiologist.
PACKAGING
Packaging of food is very important as it affects and allow for
freezing and reheating.
The container must:
a) Watertight
b) Non tainting
c) Should be disposable
d) Should be equipped with tight-fitting lids.
TRANSPORTATION AND DISTRIBUTION
Cook-freeze meals has to be delivered to finishing kitchens at
the temperature as they were in the storage refrigerated vans are
best used.
Points to remember on how to ensure a satisfactory quality
products:
1) Preparation: Make sure that all preparation and cooking areas are
clean and the equipment in working order.
2) Never use previously frozen food. Avoid any delay between
preparation and cooking.
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3) Portioning and packaging: Make sure all areas are clean and
hygienically safe. Ensure that all package are ready. All reasonable
containers must be cleaned and sterilized.
Make sure all food handles wear hand gloves.
Position the food accordingly to the recipes. Do not pack the
food to the dept. greater than 5 cm.
Portions must be controlled
Food containers must be sealed correctly before storage in order to
prevent spoilage due to contact with cotol air.
Cover the food before blast freezing check and record the
temperature of food.
LABELLING
Label all the food correctly. Ensure that labels have the right
information which includes:
Production date
Use-by date
Name of dish, dessiption of contents, storage life, number of
portions, instruments for reheating with type of oven, temperature and
whether lid should be on or off.
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Correctly labeling will identifiy content of the container. Quick
and efficient stock taking. Information like the packaging date and the
number of portions contained in the package.
STANDARD OF KITCHEN LAYOUT
Accordingly in the lecture delivered to us by Mrs. Musa puts it
as a sequence of arrangement of equipment in typical kitchen. A
good kitchen layout takes care of good flow work with a minimum of
arises so as to avoid or prevent accident in the kitchen.
The kitchen layout must be of good standard in order to be able
to produce quality products.
In standard kitchen layout, there should be availability of space,
adequate water and power supply, good storage system, good
sanitary condition of the area. The kitchen must be of good standard
in order to be able to produce quality products.
In standard kitchen layouts, there should be availability of
space, adequate water and power supply, good storage system, good
sanitary condition of the area. The kitchen layout should provide
adequate lighting, ventilation, floor, walls, ceiling and drainage
system.
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The lighting should be of natural and artificial. The kitchen
should have both natural and artificial means of ventilation such as
doors and windows, extractor fans, chimney, and air container.
Floor: The floor will have a smooth surface with hard ceramic floor
tiles.
Walls: The finishes of a good kitchen walls should be firm and
smooth just as for the floor.
Ceiling: The ceiling should be high to facilitates free circulation of air.
It should be painted white.
Drainage: Should have good drainage system to allow the flow of
the liquids.
Food Costing
According to our able HOD Mr. Adam in his lecture, put food
costing as the resources expended or forgone in an establishment to
achieve a specific objective. This food costing involves the local
sales, total cost, fixed costs, variables costs. These costs must be
taken care of by the chef during the preparation of menu. The items
have to be listed have to be listed out the quantity required, the price
or each item – and the total cost put down. Food costing is very
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important because it helps to determine how much was spent and
how much was sold and the product or loss made.
IMPORTANCE OF COSTING
1) It is a managerial appropriate method in determining the products.
It is always put like 30% food cost, 30% labour,30% operational cost
and 10% net profit.
2) It is also a faster way of determining the appropriate pricing that
will maximize profits.
3) He also help in budgeting planning
Menu Planning
Accordingly to the theory of catering be Cesserani and Ronald
KInton chapter 9 defines menu as follows “The dish of dishes ready
for the guests”.
They could be hors d’oeurers, soups, fish, etree, sorbet, roast,
sweet and savoury.
As the 20th century advanced and more people of the world
started moving from one country to another, so also began the
introduction of cycles of food and services from a wide variety of
nations resulting in the number of ethnic dishes and ethnics
restaurants which are many today.
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Eating at work, schools hospitals and institutions led to a need
for healthy food.
Rapid transport made foods available to all parts of the globe
and this brought ranges of menu.
FACTORS CONSIDER BEFORE PLANNING MENU
Pre-preparation
1) Competition: Consider competitions, prices and in an area
2) Location: Consider your establishment area and market target.
3) Analyze the type of people you are planning the menu e.g oofice
workers.
4) The income level of the people
5) Modern trends in food fashion eg traditional dishes
6) Space and equipment in the kitchen
7) Number and capability of the kitchen staff
8) Availability of supplies and reliability of suppliers
9) The costs of commodities
Types of Menu
1) Table of hote or set price menu. This is a menu forming a meal
usually two or three covers.
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2) A la carte menu: All dishes are individually priced. The customer
can compile his or her own menu which may be one or two more
sources to be cooked to order and in this case, the customer will be
prepared to wait.
3) Special party or function menu: This is the menu for functions or
banquet.
4) Ethnic or speciliality menu: These are menu specialize in food
(religion) of the country and ethnic e.g Chinese, Indian and African.
5) Hospital Menu: These are the list of food for patients. The public
health service and private hospitals. This menu takes care of
vegetarians and religious requirement.
6) Menu for workers: This is the menu served to the people at work
and this vary in standard and extent from one employer to another
due to company policy on the welfare of their staff and workforce.
7) Menu for children: These are the menu for school children
especially those in boarden schools. They require balanced diet and
healthy eating.
FACTORS WE CONSIDER WHILE PLANNING MENU
1) Size of establishment – schools, hospitals etc
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2) Type of customers
3) Special requirements: Customs or religion or vegetarians
4) Time of the year: Certain foods are eaten during summer and
winter
5) Foods in seasons – Supply
6) Time of the day – breakfast, lunch or dinner or snacks
7) Price range
8) Number of covers
9) Sequence of course
10) Use of menu language which the customer must understand
11) Nutritional value
12) Consider Trade Description Act of 1998 which stated “any
person in course of a trade applies a false trade description to any
goods shall be quality of offence”.
Menu Copy
This is the menu card which bears the items or group of items
that people will recognize and understand. The menu should bear the
name of establishment. It may feature the chef preparing the dish. If
the chef is well known and has appeared in National Local Tv or
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Radio, he may has his recipes features in the local press. This may
be included in the menu to great interest.
Menu copy should be set in style of print which is easily legible
and well spaced.
The menu card have good quality heavy, durable and grease –
resistant.
In planning menu accordingly, A.P knose “is the key to
controlling all food activities and costs”. The menu planner controls
the menu budgets. A good menu brings success in food services
operation. The menu determines what food should be purchased and
how much labour will be needed. He also determines what is to be
produced and how much is to be produced, how it is going to be
prepared and at what cost it will be. It is the production sheet for the
entire food services operation. Planning for menu requires knowledge
and imagination. The menu is well planned when it meets the daily
nutritional requirement as set up by National Research Council which
stated that “Food must consist items that can serve attractively, smell
good, taste good, meet the food preferences of patients, staff and
customers and they must fall in the budgetary limitations.
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Basic four nutritional groups
Diagram
All the above mentioned facts about menu planning was in the
live of a book written by A.P Knil “Hallman relates Approach” of food
science management.
Key to four basic groups
1) Milk group include: Fluid milk, evaporated, drug milk etc
2) Vegetable and fruit group include: All vegetables and fruits. e.g
graduate grape fruit, orange, quava, mango, strawberries, green
pepper, sweet red pepper, melon, water melon, cabbage, patotatoes,
spinach, tomatoes etc.
3) Meat group: Beet, lamb, pork, lives, kidney and heart poultry and
eggs, fish, dry beans and dry peas for vegetables.
Bread Group
These include bread, cereals, corn meat, flour macaroni and
spaghetti, noodles, rice oats and wheats.
METHOD OF COOKING QUALITY FOOD
Accordingly, John C. David F, and Victor of practical cookery
11th edition treat the methods of cooking quality food.
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Reasons for applying cooking methods. The basis of all cooking
is the application of heat which is transferred to food by the process
of conversion conduction and radiation. Once the food is as incontact
molecular conducting the heat to next layer.
Food is cooked to make it palatable and digestible , to develop
as add flavour , to make it safe to eat, to improve its aesthetic
appeal and to add variety to the diet.
The chef has a variety of basic methods of cooking from which
to choose that use moist heat (using liquids such as water, stock and
milk)
PRINCIPLES OF COOKING FOOD
The cooking of food involves heating it in a variety of ways
to make it palatable. The heat comes sources such as electric
elements, o r hot plates as gas flame from glove as over or gull the
heats from conventional oven, or generated from microwave oven.
Heat is transferred to the food and medium ( the fat, water,
stock, milk) by means of convent ion, conductions and radiation.
CONVENTION
Men food is cooked through convention process, the heat
passes through another medium liquid as gas. When liquids or gases
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are heated, the heat is distributed throughout the cooking medium
and food by convention comments eg in baking , the air in the oven
is heated up until the heat is transferred to the product being baked .
in boiling, the water is melted by the process of convent ion once the
water is heated, it transferred heats to the heat.
Cooking equipment in this process include deep fryer s, stock
pots, steams, boilers, poaches, cooking pots and ovens. Methods of
cooking by convent ion include poaching boiling, stewing, b razing,
baking and roasting
CONDUCTION
This is the process in which is transferred to the food by dire ct
contact with the cooking vessel eg pot, pan, the head passes through
a solid or from one solid to another which is food.
This is done by the use of conductor which allow the heats to
transferred them to the food. This is by use of metals such as braces
pan, guill plates stove, hot plates, methods of cooking here is by s tir
frying, Shelton frying and sautesting or searing .
RADIATION
This is the process of heat transfer directly on to the food
being cooked. The heat is transferred by electromagnetic waves like
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micro waves. This waves goes directly to the food and any object as
food in this rays will become hot and cooked eg salamander
WAYS OF COOKING FOOD
1. Boiling (2) Poaching ( 3)steaming (4) Stewing ( 5) Braising
( 6) Soup vide (7) Baking (8) Roasting ( 9) Frying etc
BOILING
It is the method of in which food is put in liquid and cooked at 100oC .
Food are put into boiling mates it is most common ways of
cooking vegetables but steaming is preferred to remain the value.
Before boiling, all food in the pot should be of similar size.
The cooking pot must be relative to the food to be cooked.
Enough was is required.
1. so that food is pleasant with flavour
2. To make it suitable texture and tenders
3. To make it easy to diposts and safe to eat.
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BAKING
This is cooking food with drying h eat in an oven. Steam is used
in this method. All products that are baked contain water to be
cooked. This heat will create steam. Steaming is an important part
in the process of baking. It is advisable to space the items to be
baked to make sure steam does not take over the items. The items
require a room or space to bake well. The use of trays are
advisable. Ganight; Add lectuse and Tonations slice cumber, etc
EGG DISHES
1. Hard Boiled
2. Sgranbled egg
3. plain omeltete
4. fried egg
5. poached
TYPES OF EGG
1. Hen’s eggs
2. Turkey eggs
3. Geese, Duck and Guinea fowl
PURCHASING AND QUALITY
1. Egg shell shall be clean, well shaped and strong
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2. A good proportion of thick white
3. the yolk shall be firm round and of good colour
FOOD VALUE
They produce energy, fat, mineral and vitamins needed for
growth and repair of the body. The egg white has protein and
water.
SCRAMBLE EGG
Recipes: Egg, milk, salt, pepper, butter or oil.
Method: Break the eggs in a basin add milk and season with
salt and pepper. Melt the fat or oil and put the eg into the fat or oil
and stir till it is cooked. Removed from heat and connect the
seasoning. Serve on individual egg dishes.
HARD BOILED EGG
Plunge the eggs in to a pan of boiling water. Reboil and suiner
for 8-10 minutes refresh until cold under running water.
FRIED EGG
Allow one or two eggs per portion melt a little fat in a frying
pan. Add the eggs. Cook gently hightly set. Serve on a plate or
flat dish
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OMELLETE
Egg - 2-3
Salt & pepper
Butter, margarine as oil
Method: Break the egg and season with salt and pepper. Break
well with a fork or whisk –till white and yolk combine.
Heat the omelette pan. Add the butter heat till foaming butter,
heat till foaming.
Add the egg and cook guiding and turn with fork.
Half fold are mixture. Turn the pan over to allow omelette
fall in the centre of the plate or dish. Sieve these methods were
unwritten by
Chaprian P. (1998) Pat Chapman’s Noodles book Hodder and
Sloughton. Ltd.
PURPOSE OF BAKING
1) To make food digestible, palatable and safe to eat
2) To create visual appeal through colour and texture and to
produce an enjoyable eating quality.
3) To add variety to the menu
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ROASTING
Roasting is cooking in dry heat with the aid of fat or oil in an
oven. Radiant is the method of cooking when using oven. Roasting
is the combination of conversion and radiation.
Grilling
This is direct application of leakage charcoal
Heat grill
DIAGRAM
Grilling steaks
STOCKS, SOUPS AND SAUCES
STOCK
It is really just the juice of heat extracted by long and gentle
simmering. The ingredients may be fish, meal, vegetables, and it is
done to get the flavour or their ingredients.
Therefore, stock is a liquid that contains some of the soluble
nutrients and flavour of food.
We use the stock to make soups, sauces.
SAUCES
It is a liquid that has been thickened by kneaded butter, yolks,
roux, cornflour, cream and butter added.
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ROUX
Combination of fat and flour which are cooked together.
SOUPS
Prepare a stock
Prepare flavouring element like onions, fat or oil, garlic, leeks,
carrots use meat, fish, vegetable, seasoning butter, cream beef, or
chicken.
SALADS
They are cold dishes made up of assorted vegetables ad fruits
are seasoned with mayonnaise . This is the preparation of raw or
cooked a wide variety of cold items.
Method of preparation of salad
Peeling: Removal o f outer skin of fruit or vegetables using peeler
or small knife.
Chopping: Cutting into small processes. Pasely or onions. This
also using the knife to divide into shapes and sizes.
Carving: Cutting meals or chicken into slices.
Seasoning: Add salt, pepper.
Dressing: Ores with vine grate.
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Fish and shell fish.
Fish is a vertebrates animals with a backbone.
Types of fish
1) Oily fish eg: herrings macherel salmon, sardines
2) Mute fish eg: sile, turbet
3) Shell fish.
Food Value
It is a source of animal protein as meals. They contain vitamin
A and D. They also contain calcium and phosphorous.
Cooking method
1) Frying 2) Grilling 3) Poaching 4) Roasting 5) Smoking
6) Steaming
Ref: Compel J. Fosket D. and E. Cessarni U. (2005): Advanced
Practical cookery: A text book for education and industry (4th edition).
Meat
Types :
1) Sleak (2) Kidney (3) Sircon oxtail, rump and liver
Food
It contains protein, vitamin A and B
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Preservation:
1) Salting 2) Chilling (3) Freezing and canning
Meat Substitutes
They are (1) Top 0 toxtired veg. protein e.g soya beans oats
Fat: Barham P. (2000): The Science of cooking Springer – verlag.
Poultry and Game
These includes all domestic fowls breed for food such as
turkeys, geese, ducks, fowls, and pigeons.
Food value
It contain protein, it provides energy.
Storage Point:
Chilled birds should be stored between 300c and 50c. Over –
ready birds should be stored in refrigerators. Frozen birds must be
kept in a deep freezer until required and must be thrived before being
cooked.
Quality Points
They should be plump breast, pliable breast bone and firm
flesh.
The skin should be white and unbroken.
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Vegetarian Dishes
There are the people who do not eat meat or fish
What they need
1) Fruits and vegetables
2) Cereal/grains
3) Nuts, seeds and pulses
4) Milk, cheese, egg, soya milk
5) Vegetable oil, margarine and yeast
PASTRY
Bread
Recipes
Flour 200g
Yeast 5g
Liquid (half water, half milk 125ml
Butter or margarine 10g
Castor sugar ½ tsp
Salt
Egg wash
Method: Sieve the flour into a bowl, warm in the oven or above the
stove.
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Cream the yeast in a small basin with a quarter of liquid. Make
a well in the centre of the flour and add the dissolved yeast sprinkle
over a little of the flour cover with cloth. Leave in warm place until the
yeast ferments (bubbles). Add the remainder or the liquid (warm), the
fat sugar and salt.
Knead firmly until smooth. Return to the basin, cover with cloth
and leave in a warm place, until double the size (this is called
proofing) the dough or rising.
Knead back. Divide into seven pieces.
Mould into desired shapes. Place on a floured baking sheet.
Cover with a cloth. Leave in a warm place to prove (double in size).
Brush carefully with egg wash bake in a hot oven at about
2200c for about 10 minutes.
CUSTOMERS SERVICE MANAGEMENT
To bring the quality in food and beverage production,
customers service management must be taken into con sideration.
According to the lecture delivered on 4/5/2010 by Chief Nda,
the lecture explained the customers service as the provision of
personalized attention to a customer, before, during and after
purchase.
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According to him, when good quality products are produced,
the way the products is presented to customers is another thing.
In the lecture, service is an experience and supreme creates
quotins and this brings about customer’s expectations.
And in order to attend to these expectations, waiters or serving
staff must be friendly attentive helpful have quick served be efficient
in service, knowledgeable creative speed in service etc.
The lecture went further to say the importance of this customer
services which include
1) To be able to satisfy the customers needs,
2) It will make others to come
3) It will create good image of the establishment
4) Both employers and employees get rewards
5) It will make the industry grow by making profits.
Also on customer service lecture delivered by Mrs Ochi on 29/4/
2010 make it clear that to bring about quality service, customers
service management must be important. The lecture mentioned that
good service provides for expectations and when these expectations
are met then we have customers satisfaction
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NDA CONTINUE
Customers are received by reception head waiter who had hi m
or her to the station, head waiter. The customers is also handed over
to the waiter who takes the order and was first give to him or her
through the right. The men may be a carcarte or table d’hote main
depending on the request.
After the service of food an d wave, the bill is prepared by the
cashier’s duplicate or truplicate system of check.
Then the bill is paid the goes away with happier quality
services.
THEORY OF CATERING GAS /ELECTRICITY 4TH EDITION
There is need tax gas/ electricity in the food & beverage
production. In order to maintain gas heated catering equipment, the
British standard speatication for these equipments.
The British standard was prepared under the authority of the
gas industry standard committee as a result of requests received
from the interdependtal committee on ministry of fuel and power was
originally published in 1954. this standard of performance helped to
ensure that the appliances are safe and would give good and quality
services.
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Attention should be paid to the regular inspection and
maintenance of the equipment in order that they may be relied upon
to give adequate service. The specification covers ovens, Grills, deep
freezers, steamers boiling pans, water boils etc.
Food and beverages production require adequate supply of
electricity for the electrical equipments in the kitchen. Also a stand by
generator is require incase there is no light. The electrical equipment
include electrical cooker, electrical water heater, refrigerator etc.
The light is also required in cold rooms, chill rooms, deep
freezer
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CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 SOURCES OF DATA
The researcher in order to collect facts and materials used the
following as sources of information:
I) Desk Method: This includes the use of text books, magazines,
journals, lecture note, etc.
II) Personal Observation: The researcher was able to obtain facts
through personal observation, this is because the researcher has
passed through a few food and beverage production areas during the
course of industrial training both in the four months and one year
industrial training
III) Questionnaire: Questionnaire items were given to various food
and beverage production areas to obtain enough facts and data.
These food and beverage production areas of Nike Lake Resort
Hotel, Presidential Hotels, Modotels and Continuity Education Center
(CEC) University of Nigeria Nsukka. All these hotels are found at
Enugu.
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3.2 METHOD OF DATA COLLECTION AND QUESTIONNAIRE
DESIGN
The researcher went to various food and beverage production
areas of many hotels, some restaurants to obtain to give
questionnaire which were completed by the food and beverage staff
and returned. The researcher used both structured and
unconstructural design for the questionnaire.
3.3 DESCRIPTION OF POPULATION
In order to make the research work more feasible and reliable,
the researcher selected (4) food and beverage production areas of
four hotels in Enugu State. The hotels where the study were made
include Nike Lake Resort Hotel at Nike Road, Presidential Hotel
along Presidential Road, Enugu. Modolated Hotels located at Garden
Avenue Enugu and continuity Education Center (CEC) University of
Nigeria Nsukka (UNN).
The questions in the questionnaires were answered by the
supervisors wand the food and beverage managers due to the nature
of the questions.
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3.4 SAMPLE AND SAMPLE TECHNIQUES
The researcher took sample from (40) different people from
four selected population. The stratified techniques of sampling was
employed. Ten sample was taken from each selected population. Out
of this forty (40), thirty-six (36) were properly answered and returned.
3.5 METHOD OF DATA ANALYSIS
The research questions were compared or verified against the
responses of the respondents to the relevant questions in the
questionnaire. Tables were drawn for the relevant questions and the
responses obtained were computed using percentages to make for
easy understanding of the findings in the study.
The percentage formular in the context is expressed as follows:
F X 100 N 1
Where F = frequency – being the number of responses
N = The total number of responses of the sampled population.
100 = constant - that is the percentage of respondents per item
contained in the questionnaire.
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CHAPTER FOUR
4.1 PRESENTATION, ANALYSIS AND INTERPRETATION OF
DATA
This chapter deals with the preservation, analysis and
interpretation of data collected from various food and beverage
operation areas.
Table 1
Course of study of food and beverage management team.
The results are shown in table 1
Response Frequency Percentage
Food and beverage management 20 59%
Other course not related 16 4%
Total 36 100
Source: It was compiled from the data collected by the researcher.
From the above, the percentage of personnel employed in the
food and beverage management team who are qualified shows 59%
while personnel that read course not related to food and beverage
production is 41%.
This shows that personnels that read food and beverage
production related courses are usually employed more than the
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personnel that know nothing about food and beverage production.
This is a good indication or step because, it is by far bother to employ
the services of experts or people with the knowledge of what intend to
do than to employ novice who will try to learn the job.
A qualified personnel as the food and beverage manager in the
food and beverage production who knows the do’s and don’ts such
as food hygiene, food handling, use of equipment and the general co-
ordination of the working staff to achieve a common goal which is the
profits. The qualified staff will also know better on the preparation and
the presentation of the food and beverage products to the guests or
the customers and also know better how to tackle their complaints.
The qualified also knows the laws and regulations of health and
safety Act of 1998 and how to implement them and the extent to go in
making adjustment when necessay.
Table 2
Whether there is training and development programme for food
and beverage production staff.
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Response Frequency Percentage
Yes 24 66.7
No 12 33.3
Total 36 100
Source: Compiled from data collected by researcher
Table 2 shows the response from various sections of food and
beverage production area whether they have training and
development programme for their staff. 66.7% recorded yes while
33.3% recorded no.
It can be seen that more than half of food and beverage
production staff have training and development programme for their
staff.
Training and development programme are important tools to
use in any organization especially in food and beverage production
in food and beverage production which ensures that staff knows what
to do and how to do it as it deals with the preparation production and
presentation of food and drinks to the customers.
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Again, training helps the staff to acquire basic skills and
knowledge that will help carry out their work effectively and efficiently.
Development will help expose the staff to perform additional duties. It
have been proven that a trained staff perform better than untrained
one. Untrained staff can not work effectively even when all the
working cordinations are provided. An untrained staff will bring job
dissatisfaction and frustration and this will effect the type of services
given to a customer. This therefore advicable for any establishment to
trained their staff.
Table 3
The type of training and development
Response Frequency Percentage
On-the-job 12 33.3
Off-the-job 3 8.3
Seminar and workshop 21 58.4
Total 36 100
Source: complied from data collected by the researcher
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The above responses were presented on the type of training
and development available for the staff. 58.4% shows seminars and
workshop is used, 33.3 shows that on-the-job type is used while off-
the-job records 8.3% while others recorded nil.
Having known that training and development programme are
made available in food and beverage operations it then becomes
necessary the type of training. The above shows that seminar and
workshop are adopted with high percentage. However, seminar and
workshop is a development programme while on the job and off- the-
job is a training programme. From the table, programme is
undertaken then training programme. This shows that food and
beverage production area are running before they learn to walk. This
is because you have to be trained to acquire the basic skill and
knowledge before you can go further to learn to perform additional
duties which is development. It is like the staff do not have the basic
skills but are being given higher skills. This is a difficult situation for
the staff and man effect the standard of service produced. Or it could
be that it is only the management learn that undergo this programme,
which means the junior staff are not adequately trained.
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Table 4
The rate of staff turnover in the food and beverage production area
Response Frequency Percentage
Very high 6 16.7
High 21 58.3
Low - -
Fair 9 25
Total 36 100
Source: Compiled from dates collected by researcher.
Table 4 shows the rate of staff turnover in sampled food and
beverage production. 16.7% shows that the staff turnover is very
high. 58.3% shows that turnover is high, 25% shows that it is fair and
nil for low staff turnover.
It then follows that the staff turnover is generally high in the
food and beverage production. Staff turnover is the rate at which staff
leave their jobs. When staff turnover is high, it means that there is no
job satisfaction on part of the staff and that is why they leave their job
for another. This could be as a result of lack of training, no interest in
ones work, working conditions not conducive etc.
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From the previous analysis, it was discovered that some food
and beverage production area take more development programme
than training which means most staff work without boring and this
may bring no job satisfaction and therefore high staff turnover.
Table 5
The rate of complains received from customers
Response Frequency Percentage
Fairly high 6 16.7
High 21 58.3
Low 9 25.0
Total 36 100
Source: compiled from data collected by researchers
Table 5 shows the complaints received from customers who
patronize the food and beverage production. 16.7 shows that
complains are fairly high, 58.3 records high, 25% records low, nil
was recorded for none.
It can therefore be said that the complaints received from
customer is generally high. This shows that quality products are not
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produced. Poor quality can be traced back to the staff who is
untrained.
Just as it was discussed earlier that training will produce
happier and efficient staff and who in turn will produce quality service
to the customers. It then follows that guest complaints is depended
on the staff. If the staff is well trained and is happy with the job, will
work hard and efficient to satisfy the quest/customer and then the
complaints will be reduced.
Table 6
How often equipment machines are taken for maintenance?
Response Frequency Percentage
Once a year 3 8.3
Quarterly 10 27.8
Once a month 2 58.3
Total 36 100
Source: Compiled from data collected by researcher
Table 6 ascertain the maintenance culture in food and beverage
production. This is how often equipment and machines are taken for
maintenance. From above 58.3% shows that equipment are taken for
maintenance when it needs repairs, 27.8% shows quarterly, 8.3%
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records once a year while once a month records 5.6%. The above
table shows that there is little maintenance. This is because more
than half sampled production areas maintain their equipment only
when it needs repairs. This shows that breakdown is a sure sigh that
items are being misused, servicing is in effective or that the absence
of planned maintenance. The hotel and catering industry is capital
intensive because of numerous equipment required and their high
cost. When they are acquired proper care should be taken about so
that they can last longer and for maximum efficiency. It is better to
maintain the existing equipment than to buy new ones. Equipment
then needs to be served regularly and not until it needs repair.
Regular maintenance of equipment will help to enhance the quality of
services produced by staff to the customer. E.g if the potatoes peeler
is not functioning due to lack of maintenance, the time of waiting for
meals to be ready will be lengthened as the peeling is done manually
and this will take time and the customers will wait longer for their
meals to be ready. Also, the staff will be fed-up and finds the job too
tedious and this will lead to job disatifaction.
Therefore, maintenance culture is very important in food and
beverage production.
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Table 7
Whether total quality management TGM is practiced in food and
beverage production.
Response Frequency Percentage
Yes 33 91.7
No 3 8.3
Total 36 100
Table 7 shows the responses whether total quality
management (TQM) is practiced in food and beverage production
area: 91.7% agreed that it is practiced in the establishments while 8.3
records No that it is not practiced.
From the above, the percentage of Yes is very high and so it
can be established that majority of the production areas practice
TGM. This is a good management policy as it involves everyone in
the establishment and direct every one into producing quality service
that satisfy the customer.
In the previous write-up, it has been talked of important steps
towards customers satisfaction and making sure that the customer
returns or comes back for more service.
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Table 8
The strategies taken to effect TAM
Response Frequency Percentage
Employment trained are qualified staff 9 25
Motivating and appreciating the staff - -
Training and development 6 16.7
All of the above 18 50
None 3 8.3
Total 36 100
Source: Compiled from data collected by the researcher.
From the above table 8, it shows responses to the strategies
adopted to affect TGM in the industry. 25% records employment of
trained and qualified staff. Nill for staff motivation, 16.5% shows that
they make use of training and development, 50% agreed that they
uses all the strategies mentioned above while 8.3% recorded none of
the above.
Having ascertained that food and beverage production areas
practice TGM, it then becomes necessary to know the strategies or
step they have taken into affect TGM. From the data above, it can be
86
seen that, TGM is fairly practiced and implemented because 50%
recorded using training and development, staff motivation and
employment of qualified personnel. This is a good strategies as the
establishment employed qualified personnel know what food and
beverage production management is all about and knows that
customers satisfaction is the ultimate, then these staff are trained and
undergo development programme to enable them know more about
food and beverage production and keep them abreast with latest
technologies and also these personnel are adequately motivated so
they keep up their interest in the jobs and are happy to work. When
all these are applied successfully, under normal circumstances,
quality products and services are produced.
Table 9
Whether quality products were well presented to the customers
Response Frequency Percentage
Yes 33 9 2
No 3 8
Total 36 100
Source: Compiled from data collected by researcher
87
Table 9 shows the responses on whether quality products were well
presented to the customers – customers service. 92% shows that it
was well presented, 8% recorded No.
From the above, the percentage of yes is very high which
shows that the quality products have been well presented and served
to the customers. From here also it shows that the customers were
satisfied and in turn will like to come back with their friends and by so
doing, will help the establishment to grow.
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CHAPTER FIVE
5.0 SUMMARY, CONCLUSION AND RECOMMENDATION
SUMMARY:
This project consist of five chapters one deals with the
introduction, statement of problems, statement of purpose,
performance objective scope and limitation and definition of terms
that are not familiar to the readers.
Chapter two reviews of related literature on the products of food
and beverage production in hospitality industry, the need for quality
systems and how to achieve it, the strategies to adopt in managing
quality achieved and also on the measurement of service quality.
Chapter three deals with the methods used in carrying out the
research and in collecting data needed.
Chapter four also indicates with the presentation, interpretation
and analysis of data collected.
Findings from the data collected shows that most of food and
beverage production areas have qualified personnel as chefs, and
other kitchen staff. There was a staff training and development
programmes for the staff. Although, there is high staff turnover rate
showing that there was dissatisfaction in the job. There is no much
89
maintenance culture and all these contribute to the poor quality
products and services and the guest complain according to the data
collected. This because the staff to produce it are not happy to
produce quality services and are not skilled to do so.
5.2 CONCLUSION
The researcher can conclusively say based on results of
research carried out that poor quality products are services produced
in some food and beverage production areas.
Although they are qualified personnel in the food and beverage
production areas they lack technical skills in carrying out their duties.
The staff are not properly trained as motivated and this led to high
labour turnover rate.
Also equipment used are not maintained properly, therefore do
not produce maximum efficiency and the cost of repaired and
replacement very high. All these factors have contributed to our
quality products which led to high rate of complaints from
customers.
There are some other factors which are the causes of these
poor quality products and the solutions which have been highlighted
in the recommendations.
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5.3 RECOMMENDATIONS
Having carried out the research so far about the importance of
quality in food and beverage productions in some hospitality
establishments, and based on the findings from data collected, the
researcher recommends as follow:
1) Total quality awareness should be created among the food and
beverage production staff as many of them are interested only in their
pay packets. This should be done through TQM. Lecturing the staff
on the need for quality, training staff occasionally and allowing them
to participate in food and beverage production management
decisions and also should be given degree of power to use their
initiative in coping with difficult situation. This will help boasts teir
morale and reduce job satisfaction and reduce the rate of customers
complaints.
2) The maintenance culture should be cultivated. Equipment and
machines should not wait until it needs repair before it is taken for
maintenance records of all equipment should be kept, also records of
servicing period, faults if any manual on how to use each equipment
must be kept. Proper care and cleaning of equipment is very vital.
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3) A team of staff should be employed solely for quality assurance. It
will be the duty of these staff to make sure that the kitchen and
service staff do things at the right and time and to ensure that all
policies and systems are adhered to. This will help find out errors on
time and correct before it is too late.
This staff should also carry out researches about changes in
technology, customers want and needs, and this will be done by
interviewing some customer monthly to find out their views on certain
matters.
4) Good quality local commodities should be purchased from the
reliable suppliers.
5) The correct proportions of ingredients should be maintained while
preparing food in the kitchen.
6) Storage systems should be maintained. This is to enable
commodities like vegetables
7) Both personal, food and organizational hygiene has to be
maintained to avoid products which are contaminated which leads to
food poison and possibly death of customers.
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8) Good menu planning should be adopted. This is to make sure that
the six basic food nutrients of protein, CHo, fats and oils, minerals,
vitamins and water, are contained in the daily meals to customers.
9) Methods of cooking the food should be appropriate
10) Also food preservation should be maintained.
11) Adequate water supply is needed. This is very important because
all the preparations, cooking and the service of food require enough
water.
12) Power supply is required to enable us cook our food, preserve
them and also keep the food at the normal temperature before the
service.
13) The customers service management should be adopted. This is
to make sure that the quality products are well presented to the
customers who will in turn pay for the service.
14) Finally, the questionnaire on quality standards should be given to
customers to fill to truilly ascertain the standard of food and beverage
production area.
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REFERENCES
Fenton J. (1984), How to sell against Competition. 1st edition,
Heineman London.
Walkin, L. (1992), Putting Quality in Practice. 1st edition, Stanley
Thomas, Publishing Ltd. Lillicrap D.R.
Cousine J.A. (1994), Food and Beverage Service. 4th edition, Hodder
and Stoughton Educational London.
Roger C & George C. (1997). Incharge of customer satisfaction. 1st
edition, black well publisher.
Rowland, C. (1986), Practical Approach to Quality Control. 3rd
edition, Charles C. Thomas Publisher U.S.A.
HCIMA (1992/93), Hotel and Catering Institutional Management
Association.
Hospitality (1994), The HCIMA Magazine
Holdings F. (1995/96), Quality Control and Assurance
Dent of Hotel and Catering and Tourism Management, Manchester,
Metropolitan University.
John C. (2008), Practical Cookery David F.
Victor C. Hodder Education 338 Euston Road, London.
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