Output in the Foodservice System Model

A food-service establishment is an example of a system. The outcome of the system (food served to customers) is influenced by the factors that make up the system, such as ingredients, food workers, equipment, preparation/cooking processes, and the economics of the establishment.

Control

Input

Transformation

Output

memory

Feedback

Primary outputs of the Foodservice System Model

Input (the energy or material that goes into the system) Processes (the actions that happen within the system that transforms the input) Output (what results from the processes) Feedback (the information that is produced that can be used to evaluate and monitor the system)

Output:
Customer Satisfaction

there are a set of fundamental truths about how customer experience operates. The 6 laws of customer experience Every interaction creates a personal reaction. People are instinctively self-centered. Customer familiarity breeds alignment. Unengaged employees don t create engaged customers. Employees do what is measured, incented, and celebrated. You can t fake it.

Level 1: Companies can meet expectations with current customer service model. Simply optimizing transactions, having the answers to customer queries, and providing a decent level of service is where the bar is set right now.

Level 2: To fulfill desires, companies have to figure out exactly what those desires are. Usually they are articulated, but buried in call data and interactions with company employees.

Level 3: To meet unrecognized needs you have to learn more about the customer and develop a certain intuition about what would make them happy. The only way to do this is to interact with them build on what you learned from Level 2, engage them in conversations, and take the time to get to know them at an individual level. Unrecognized needs are often not articulated, so you have to read between the lines to figure out what is missing from the customer experience.

Techniques to Assess Customer Satisfaction

Walk through audits Talking with guests

Mystery shopper reports

Customer comment cards Exit interview

Customer surveys

Focus groups

Customer Satisfaction

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a detailed layout with designated equipment and a utility schedule to support the equipment specified

one of the main ingredients in the recipe for success is a positive, professional image. One step towards creating a positive image is the distinctive appearance of well dressed staff.

The Benefits of Customer Satisfaction

EMPLOYEE SATISFACTION
Beliefs and feelings an employee has about his or her job

Employee Satisfaction

Impact factors:
Personality Values Work situation Social influences

2004 Pearson Education, Inc. Upper Saddle River, New

PERSONAL BEST can: Design an employee satisfaction survey customised to the company's strategy and performance needs. Implement the survey and report on the results. Recommend specific actions designed to improve employee satisfaction and productivity. Measuring employee satisfaction can yield far more than a measure of morale. The initiative provides a catalyst for change.

Quality Management

TQM is neither a project nor an initiative; it is a life style. So it is important to develop a quality culture. Issues to be considered include: Values and Behaviours Culture Change

For management, especially top management, issues to be addressed include:

Vision Development Strategic Planning and Deployment Objectives and Measures Resource Management Leadership Styles Management Development

For the staff, issues to be addressed include: Skills and Competencies Organization & Job Design Performance Management Motivation Empowerment Facilitation and Problem Solving Skills

Quality of Processes & Systems

Processes are the things that make it all happen, cutting across functions, delivering value into the marketplace. They must be robust - they have to be seamless. We help organizations to streamline, re-design and innovate processes that deliver best results in meeting organizational goals.

Quantity of meals
It refers to the number of meals that are prepared for service

Quantity of Meals
Number of meals that are prepared for service. Impacts both the financial performance of an organization and the satisfaction of its customers. Overproduction production of too great a quantity. Underproduction production of not enough quantity.

2004 Pearson Education, Inc. Upper Saddle River, New

Determined according to:

Taste Quality of ingredients Portion size Methods of preparation Service

Quality of Meals
Focuses on the ingredients and the preparation techniques used to prepare those products

Product standard
Define what is expected in a food product. 2 dominant factors in the evaluation of quality
The actual chemical or physical measurement of the product The acceptance of the product by consumer

Product evaluation
Sensory analysis- measures the texture, flavor and appearance of food products through human senses
Analytical sensory test- diffrences and similarities of quality and quantity of sensory characteristics that are evaluated by a panel Affective sensory test- preference, acceptance and opinions of a product that are evaluated by consumers who have no special sensory training

There are two main types of sensory test; analytical and consumer. Their aims, role and the type of panels are summarised in fig 2 below.