Chapter 15 Meals Satisfaction and Accountability Quantity of

Chapter 15 Meals, Satisfaction, and Accountability

Quantity of Meals l Number of meals that are prepared for service. l Impacts both the financial performance of an organization and the satisfaction of its customers. l Overproduction – production of too great a quantity. l Underproduction – production of not enough quantity. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality of Meals l Focuses on the ingredients and the preparation techniques used to prepare those products. l Determined according to: Taste l Quality of ingredients l Portion size l Methods of preparation l Service l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality of Meals Product standards – what is expected in a food product. l Quality attributes – microbiological, nutritional, and sensory attributes which require controls throughout the procurement/production/service cycle. l Dominant factors in evaluation of quality: l l l The actual chemical or physical measurement of the product. The acceptance of the product by consumers. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality of Meals l Factors for significant quality changes: Spoilage due to microbiological, biochemical, physical, or chemical factors. l Adverse or incompatible water conditions. l Poor sanitation and ineffective ware washing. l Improper and incorrect precooking, and postcooking methods. l Incorrect temperatures. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality of Meals l Factors for significant quality changes: Incorrect timing. l Wrong formulations, stemming from incorrect weight of the food or its components. l Poor equipment maintenance. l Presence of vermin and pesticides. l Poor packaging. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Quality of Meals l Product evaluation – entails comparing both the specification requirements for ingredients and the determined standard for the finished product. l Food quality evaluation methods: Sensory l Chemical l Physical l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Sensory Analysis Science that measures the texture, flavor, and appearance of food products through human senses. l Sensory panel – 6 to 12 persons trained to judge quality characteristics and differences among food items. l Consumer panel – 50 to 100 persons, representative of the target market, who evaluate acceptance of, or preference for, a menu item. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Sensory Tests l Product evaluation tests: Analytical sensory test – (trained panel) differences and similarities of quality and quantity of sensory characteristics that are evaluated by a panel of specially trained persons. l Affective sensory test – (untrained panel) preference, acceptance, and opinions of a product that are evaluated by consumers who have no special sensory training. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Sensory Tests l General purpose tests: Discrimination sensory test – determines detectable differences among food items. l Descriptive sensory test – provides information about certain sensory characteristics. l Acceptance and preference sensory test – answers questions of whether or not people will like the menu item. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Sensory Analysis Instruments l Basic sensory analysis tests: Discrimination – paired comparison used to differentiate between a pair of coded samples on the basis of some specified characteristic. l Ranking – extended paired comparison test to three or more coded samples, and panelists are asked to rank them by intensity of the characteristics that differentiate the products. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Customer Satisfaction l Involves the perceptions of customers related to: The food they were served. l The service that was provided to them. l The atmosphere in which it was provided. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Customer Satisfaction l Techniques satisfaction: to gather customer Walk-through audits l Talking with guests l Customer comment cards l Exit interviews l Mystery shopper reports l Customer surveys l Focus groups l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Customer Satisfaction © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Employee Satisfaction l Beliefs and feelings an employee has about his/her job. l Impact factors: Personality l Values l Work situation l Social influences l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Financial Accountability l Includes: Keeping the proper financial records l Communicating appropriately the financial status of the operation. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Menu Engineering l Management information tool that focuses on both the popularity and the contribution to profit of menu items. © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire

Menu Engineering l Menu engineering model segments: Stars – highly profitable and popular. l Plow horses – very popular but not very profitable. l Puzzles – very profitable but not very popular. l Dogs – not profitable nor popular. l © 2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Foodservice Organizations, 5 th edition Spears & Gregoire