CONTENTS
Part 1 Introduction = 1
MARRIOTT CASE STUDY : Overview of Marriott Senior Living Services = 2
1 The Foodservice Industry = 9
TREND SPOTTING = 9
Age Dynamics = 10
All Together Now = 10
Do It Yourself = 10
Me, Myself, and I = 11
FOODSERVICE INDUSTRY TRENDS = 12
Partnering = 13
Contracting = 13
Franchising = 14
Multidepartment Management = 15
Home Meal Replacement = 16
INDUSTRY SEGMENTATION = 17
Commercial Segment = 17
Noncommercial Segment = 21
Institutional Segments = 24
Nontraditional Noncommercial = 35
SUMMARY = 35
BIBLIOGRAPHY = 36
2 Systems Approach to a Foodservice Organization = 39
THE SYSTEMS CONCEPT = 39
THE ORGANIZATION AS A SYSTEM = 41
CHARACTERISTICS OF OPEN SYSTEMS = 42
A FOODSERVICE SYSTEMS MODEL = 45
QUALITY IN THE FOODSERVICE SYSTEM = 49
Quality Assurance = 50
Total Quality Management = 54
SUMMARY = 60
BIBLIOGRAPHY = 61
3 Managing Foodservice Systems = 64
THE MANAGEMENT PROCESS = 64
Managing Organizations = 65
Managerial Efficiency and Effectiveness = 65
TYPES OF MANAGERS = 66
Managerial Levels = 67
General and Functional Managers = 69
ROLES OF MANAGERS = 70
Interpersonal Roles = 70
Informational Roles = 71
Decisional Roles = 72
MANAGEMENT SKILLS = 72
Technical Skill = 73
Human Skill = 73
Conceptual Skill = 73
Managerial Levels and Skills = 74
MANAGEMENT FUNCTIONS = 75
Planning = 76
Organizing = 83
Staffing = 87
Leading = 88
Controlling = 89
SUMMARY = 90
BIBLIOGRAPHY = 91
4 Marketing Foodservice = 93
DEFINITION OF MARKETING = 94
Marketing Products = 94
Marketing Environment = 95
MARKETING CONCEPT = 95
Evolution of Marketing = 95
Implementation of Marketing = 96
MARKETING MANAGEMENT = 97
Marketing Mix = 97
Environmental Forces = 99
Market Segmentation = 100
SERVICE MARKETING = 102
Characteristics of Services = 103
Components of Service Products = 105
Service Marketing Mix = 106
STRATEGIC MARKETING = 107
Strategic Planning Process = 107
Marketing Research = 109
The Marketing Plan = 110
SUMMARY = 113
BIBLIOGRAPHY = 114
MARRIOTT CASE STUDY-PART 1 The Fairfax Food and Beverage Department = 117
Part 2 Designing the Foodservice Organization = 129
5 Food Safety = 131
FOOD SAFETY = 132
FOOD SPOILAGE = 133
Microbiological = 134
Biochemical = 139
Physical = 139
Chemical = 139
FOODBORNE PATHOGENS = 141
Foodborne Intoxications = 141
Emerging Foodborne Pathogens = 146
CONTROLLING MICROBIOLOGICAL QUALITY OF FOOD = 149
Control of Food Quality = 149
Food Safety Programs = 154
Procedures for Complaints = 167
SANITATION REGULATIONS AND STANDARDS = 169
Regulations = 169
Microbiological Standards = 173
Foodservice Operation Inspections = 173
Audits of Sanitation Standards = 174
EMPLOYEE TRAINING IN FOOD SANITATION = 176
SUMMARY = 177
BIBLIOGRAPHY = 179
6 Food Product Flow = 182
TYPES OF FOODSERVICES = 182
Conventional Foodservice = 185
Ready Prepared Foodservice = 187
Commissary Foodservice = 192
Assembly／Serve Foodservice = 196
SUMMARY = 199
BIBLIOGRAPHY = 200
7 The Menu : The Primary Control of the Foodservice System = 203
MENU TRENDS = 204
MENU PRESENTATION = 205
MENU PATTERN = 206
Types of Menus = 206
Degree of Choice = 210
MENU STRUCTURE = 213
Breakfast and Brunch = 214
Lunch = 216
Dinner = 219
FACTORS AFFECTING MENU PLANNING = 224
Customer Satisfaction = 224
Management Decisions = 234
MENU PLANNING = 236
General Considerations = 236
Planning Process = 239
Noncommercial Operations = 239
Commercial Operations = 240
MENU PRICING = 241
Pricing Methods = 242
Pricing Psychology = 243
COMPUTER TECHNOLOGY = 244
MENU EVALUATION = 245
SUMMARY = 248
BIBLIOGRAPHY = 249
MARRIOTT CASE STUDY-PART 2 The Menu Control of The Fairfax Foodservice System = 254
Part 3 Procurement = 259
8 Purchasing = 261
PROCUREMENT = 262
ROLE OF PURCHASING MANAGERS = 263
PURCHASING AND THE MARKET = 264
Marketing Channel = 264
Value-Added = 269
Marker Regulation = 269
PRODUCT SELECTION = 279
Value Analysis = 280
Make-or-Buy Decisions = 281
SPECIFICATIONS = 283
Types = 284
Writing Criteria = 284
Specific information = 285
Additional Information = 286
Sample Specifications = 289
METHODS OF PURCHASING = 290
Informal = 290
Formal = 291
Independent and Organizational Buying = 295
SUPPLIER SELECTION AND EVALUATION = 300
The Survey Stage = 300
The Inquiry Stage = 301
Supplier Performance Evaluation = 301
PURCHASING PROCESS = 303
Purchasing Procedures = 303
Purchasing Records = 306
ETHICAL CONSIDERATIONS = 310
Code of Ethics = 310
Ethical Issues = 313
Ethics Management = 313
MATERIALS MANAGEMENT = 313
SUMMARY = 314
BIBLIOGRAPHY = 315
9 Receiving, Storage, and Inventory Control = 320
RECEIVING = 321
Elements of the Receiving Activity = 321
Receiving Process = 327
STORAGE = 331
Dry Storage = 333
Low-Temperature Storage = 336
INVENTORY = 341
Issuing Products = 341
Inventory Records = 343
Inventory Files = 349
Inventory Control Tools = 352
Inventory Valuation Methods = 356
SUMMARY = 357
BIBLIOGRAPHY = 358
MARRIOTT CASE STUDY-PART3 Purchasing for The Fairfax = 360
Part 4 Production = 369
10 Production Planning = 371
PRODUCTION DECISIONS = 373
PRODUCTION FORECASTING = 374
Production Demand = 374
Quantity Demand = 375
PRODUCTION SCHEDULING = 382
Production Schedule = 383
Production Meetings = 386
SUMMARY = 387
BIBLIOGRAPHY = 388
11 Ingredient Control = 389
INGREDIENT ASSEMBLY = 390
Advantages of Centralized Assembly = 390
Centralized Ingredient Control = 390
Function of the Ingredient Room = 391
Ingredient Room Organization = 392
Ingredient Room Staffing = 393
Future of Ingredient Rooms = 396
RECIPES = 396
Format = 397
Standardization = 400
Recipe Adjustment = 404
SUMMARY = 413
BIBLIOGRAPHY = 413
12 Quantity Food Production and Quality Control = 415
OBJECTIVES OF FOOD PRODUCTION = 417
METHODS OF PRODUCTION = 418
Heat Transfer = 418
Production Methods and Equipment = 420
Moist Heat = 421
Dry Heat = 423
Multifunction Equipment = 428
PRODUCT STANDARDS = 430
PRODUCTION CONTROLS = 433
Time and Temperature Control = 433
Product Yield = 436
Portion Control = 438
Product Evaluation = 444
SUMMARY = 450
BIBLIOGRAPHY = 451
13 Labor Control = 454
STAFFING AND SCHEDULING = 456
Variables = 456
Relief Employees = 457
Indices for Staffing = 460
Issues in Employee Scheduling = 463
PRODUCTIVITY IMPROVEMENT = 469
Productivity Measures = 470
Principles of Work Design = 470
Work Measurement in Foodservice = 474
Productivity and Quality = 479
SUMMARY = 479
BIBLIOGRAPHY = 480
14 Energy Control = 483
ENERGY UTILIZATION = 485
ENERGY CONSERVATION = 488
ENERGY MANAGEMENT = 494
SUMMARY = 503
BIBLIOGRAPHY = 503
MARRIOTT CASE STUDY-PART 4 Managing Production at The Fairfax = 505
Part 5 Distribution, Service, Sanitation, and Maintenance = 515
15 Distribution and Service = 517
DISTRIBUTION IN FOODSERVICE TYPES = 519
CATEGORIES OF SERVICE = 525
Table and Counter Service = 526
Self-Service = 528
Tray Service = 530
SERVICE MANAGEMENT = 531
Total Quality Service = 531
Managing Service = 537
SUMMARY = 538
BIBLIOGRAPHY = 538
16 Sanitation and Maintenance of Equipment and Facilities = 541
SANITATION = 542
Sanitization = 543
Ware washing = 545
FACILITY DESIGN = 551
Kitchen and Dining Areas = 552
Dish Storage = 552
Garbage and Trash Disposal = 555
Employee and Guest Facilities = 559
MAINTENANCE = 559
Preventive Maintenance = 560
Pest Control = 563
SAFETY IN FOODSERVICE OPERATIONS = 564
Employee Safety = 565
Customer Safety = 568
SUMMARY = 569
BIBLIOGRAPHY = 571
MARRIOTT CASE STUDY-PART5 Serving the Needs of Fairfax Residents = 573
Part 6 Management of Foodservice Organizations = 579
17 Designing the Organization = 581
ORGANIZATION STRUCTURE = 582
The Traditional Organization = 582
The New Organization = 583
Division of Labor = 585
Underlying Concepts of Organization = 593
Departmentalization = 597
Line and Staff = 599
Organization Chart = 600
Coordination = 600
JOB ANALYSIS = 601
Job Description = 602
Job Specification = 604
Performance Standards = 605
JOB DESIGN = 607
Job Enlargement = 607
Job Enrichment = 608
Job Characteristics = 608
Employee Work Teams = 609
SUMMARY = 609
BIBLIOGRAPHY = 610
18 Linking Processes = 611
DECISION MAKING = 613
Types of Decisions = 613
The Decision-Making Process = 614
Conditions for Making Decisions = 617
Decision-Making Techniques = 620
Group Decision Making = 628
COMMUNICATION = 631
Communication Defined = 631
Communication Process = 632
Interpersonal Communication = 634
Barriers to Communication = 635
Techniques for Improved Communication = 636
Organizational Communication = 637
BALANCE = 642
SUMMARY = 643
BIBLIOGRAPHY = 644
19 Leadership and Organizational Change = 646
MOTIVATION AND WORK PERFORMANCE = 647
Meaning of Motivation = 647
Theories of Motivation = 648
Job Satisfaction = 654
LEADERSHIP = 657
Leadership and Power = 657
Philosophies of Human Nature = 659
Leadership Effectiveness = 662
Implications of Leadership Theories = 675
Trends in Organizational Leadership = 676
ORGANIZATIONAL CHANGE = 678
Organizational Culture = 679
Total Quality Impact on Strategy = 680
Human Values in TQM = 680
SUMMARY = 683
BIBLIOGRAPHY = 684
20 Human Resources Management = 687
HUMAN RESOURCES PLANNING = 690
Strategic Plan = 690
Forecasting Supply and Demand = 690
Supply Analysis = 691
Balancing Supply and Demand = 691
Legal Environment = 691
EMPLOYMENT PROCESS = 694
Recruitment = 694
Selection = 697
Orientation = 707
DEVELOPING AND MAINTAINING THE WORKFORCE = 710
Training and Development = 710
Performance Appraisal = 714
Personnel Actions = 717
Compensation Management = 721
LABOR RELATIONS = 725
Reasons for Joining Unions = 726
Structure and Functions of Unions = 726
Government Regulation = 728
Contract Negotiations = 729
A New Model of Unionism = 731
SUMMARY = 732
BIBLIOGRAPHY = 733
21 Management of Financial Resources = 736
USERS OF FINANCIAL STATEMENTS = 737
KEY ASPECTS OF ACCOUNTING = 737
SELECTED ACCOUNTING PRINCIPLES = 738
Business Entity Concept = 738
The Fundamental Equation = 738
Going-Concern Concept = 739
Money as a Unit of Measure = 739
Cost Principle = 739
Cost vs. Accrual Bases of Accounting = 739
Matching Revenues and Expenses = 739
Depreciation = 740
Adequate Disclosure = 740
Consistency Principle = 740
Materiality Principle = 740
Conservatism = 740
BASIC FINANCIAL STATEMENTS = 741
Balance Sheet = 741
Income Statement = 743
Statement of Change in Financial Position = 744
TOOLS FOR COMPARISON AND ANALYSIS = 745
Standards of Comparison = 745
Ratio Analysis = 746
Trend Analysis = 750
Common-Size Statements = 750
Break-Even Analysis = 750
BUDGETING = 752
Steps in Budget Planning = 753
Budgeting Concepts = 754
SUMMARY = 755
BIBLIOGRAPHY = 755
MARRIOTT CASE STUDY-PART 6 Implementing TQM Philosophy at The Fairfax = 757
Appendix A : Sample Specifications for Food Products = 763
Appendix B : Resources for Writing Specifications = 769
Appendix C : Standards for Food Products = 771
Glossary = 783
Index = 803
