Instructor Manual with

Instructor Manual with Test Bank For

Foodservice Organizations: A

Managerial and Systems Approach Ninth Edition Mary Gregoire 1 / 4

2 Chapter 1 Systems Approach to a Foodservice Organization Enduring Understanding • Foodservice operations are open systems that transform inputs into outputs.• Every decision made will impact a foodservice operation in many ways.• The same or similar output can be achieved using different inputs.• Factors in the environment impact the foodservice system in profound ways.• The foodservice industry is diverse.• Sustainability efforts increase the quality of life for future generations Learning Objectives After reading and studying this chapter, you should be able to

• Define systems terms such as interdependency, dynamic equilibrium, and equifinality.
• Analyze foodservice operations using the foodservice systems model.
• Identify inputs and outputs of the foodservice systems model.
• Discuss the transformation process.
• Analyze ways in which factors in the environment impact the foodservice system.
• Describe foodservice operations in the foodservice industry.
• Compare and contrast sustainability efforts in foodservice operations.

Key Terms assisted living balance boundaries commercial foodservice communication continuing care retirement communities contract control convenience store dynamic equilibrium environmental scanning entrepreneur equifinality external control feedback franchisee franchising franchisor functional subsystems greenwash hierarchy input interdependency interface integration internal control linking processes managed care management functions memory model on-site foodservice open system operational resources output permeability of boundaries physical resources single-use plans standing plans subsystem sustainability

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3 synergy synthesis system systems approach transformation vision

Chapter Outline

• The Systems Concept

II. The Organization as a System III. Characteristics of Open Systems IV. A Foodservice Systems Model

• The Foodservice Industry
• Commercial Segment
• Limited-Service, Limited-Menu
• Full-Service Restaurants
• Casual Dining Restaurants
• Fine Dining Restaurants
• Hotel and Motel Restaurants
• Country Club Restaurants
• Airport Restaurants
• Cruise Ship Dining
• Zoos
• Museums
• Sports Events
• Convenience Stores
• On-site Segment
• Hospitals
• Schools
• Colleges and Universities
• Child Care
• Senior Care
• Military
• Correctional Facilities
• Employee Feeding

VI. Foodservice Industry Operating Practices

• Self-operation
• Partnering
• Contracting
• Franchising
• Multidepartment Management
• Small Business Ownership
• Managing Sustainability 3 / 4

4 Chapter 2 Managing Quality Enduring Understanding • Quality is defined by the customer through his or her satisfaction.• Quality of foodservice operations needs to be improved on a continual basis.Learning Objectives After reading and studying this chapter, you should be able to

• Differentiate between quality assurance and process improvement programs.
• Describe process improvement terms such as six sigma, reengineering, benchmarking,

cause and effect diagrams, control charts, failure mode and effect analysis, root cause analysis, and pareto analysis.

• Discuss differences in Malcolm Baldrige award criteria, ISO 9000 standards, and Joint

Commission standards.

• Evaluate a foodservice operation using standards appropriate to that segment of the

industry.Key Terms benchmarking cause and effect diagrams Continuous Quality Improvement control charts customer empowerment external customers flow charts internal customers histogram ISO 9001 standards Joint Commission lean pareto analysis plan-do-check-act-cycle process process improvement quality quality assurance reengineering scatter diagrams sigma Six Sigma theory of constraints Total Quality Management value stream map

Chapter Outline

• Quality in the Foodservice System

II. Approaches to Quality

• Quality Assurance
• Total Quality Management
• Continuous Quality Improvement
• Six Sigma
• Kaizen
• Reengineering
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