Table Of ContentNinth Edition
Foodservice Organizations
A MAnAgeriAl And SySteMS ApproAch
Mary B. Gregoire
Executive Director, Accreditation Council for Education in
Nutrition and Dietetics and former Director, Food and Nutrition
Services at Rush University Medical Center, and former Professor and Chair,
Clinical Nutrition Rush University
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Library of Congress Cataloging-in-Publication Data
Names: Gregoire, Mary B., author.
Title: Foodservice organizations : a managerial and systems approach / Mary B. Gregoire, Executive Director,
Accreditation Council for Education in Nutrition and Dietetics and former Director,
Food and Nutrition Services, Rush University Medical Center; Professor and Chair, Clinical Nutrition,
Rush University.
Description: Ninth Edition. | Boston : Pearson, 2016. | Includes bibliographical references and index.
Identifiers: LCCN 2015039829| ISBN 9780134038940 (alk. paper) |
ISBN 0134038940 (alk. paper)
Subjects: LCSH: Food service management.
Classification: LCC TX911.3.M27 S69 2016 | DDC 647.95068—dc23
LC record available at http://lccn.loc.gov/2015039829
10 9 8 7 6 5 4 3 2 1
ISBN 10: 0-13-403894-0
ISBN 13: 978-0-13-403894-0
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BrieF COntents
Part 1 The Foodservice Systems Model
Chapter 1 Systems Approach to a Foodservice Organization 1
Chapter 2 Managing Quality 24
Chapter 3 The Menu 42
Part 2 Transformation: Functional Subsystems
Chapter 4 Food Product Flow and Kitchen Design 64
Chapter 5 Procurement 88
Chapter 6 Food Production 147
Chapter 7 Distribution and Service 200
Chapter 8 Safety, Sanitation, and Maintenance 216
Part 3 Transformation: Management Functions
and Linking Processes
Chapter 9 Management Principles 262
Chapter 10 Leadership and Organizational Change 297
Chapter 11 Decision Making, Communication, and Balance 326
Chapter 12 Management of Human Resources 352
Chapter 13 Management of Financial Resources 400
Chapter 14 Marketing Foodservice 426
Part 4 Outputs of the System
Chapter 15 Meals, Satisfaction, and Accountability 446
Appendices
appendix a Sample Specifications for Food Products 465
appendix B Resources for Writing Specifications 471
appendix C Standards for Food Products 472
glossary 483
index 498
iii
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COntents
Preface xvii
Acknowledgments xix
About the Author xxi
Part 1 The Foodservice Systems Model
Chapter 1 Systems Approach to a Foodservice Organization 1
the Systems concept 1
the organization as a System 2
characteristics of open Systems 3
A Foodservice Systems Model 5
the Foodservice industry 8
commercial Segment 8
onsite Segment 12
Foodservice industry operating practices 15
Self-operation 16
partnering 16
contracting 16
Franchising 17
Multidepartment, Multisite Management 18
Small Business ownership 18
Managing Sustainability 18
Chapter Summary 21 • Test Your Knowledge 21
Class Projects 22 • Case Study Exercises 22
Web Sources 22 • Bibliography 23
Chapter 2 Managing Quality 24
Quality in the Foodservice System 24
Approaches to Quality 25
Quality Assurance 26
total Quality Management 26
continuous Quality improvement 28
Six Sigma 28
Kaizen 29
reengineering 29
lean 29
theory of constraints 30
Quality Function deployment 30
tools Used in process improvement 31
Benchmarking 31
cause Analysis 31
process Analysis 32
data collection and Analysis 34
project planning 34
v
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vi Contents
Quality Standards 36
iSo 9001 Standards 36
Keys to excellence 36
professional practices in college and University Foodservice 36
the Joint commission 36
other organizations 38
external recognition of Quality 38
the Malcolm Baldrige national Quality Award 38
Chapter Summary 39 • Test Your Knowledge 39
Class Projects 40 • Case Study Exercises 40
Web Sources 40 • Bibliography 40
Chapter 3 The Menu 42
the Menu 42
Menu trends 42
Menu presentation 43
Menu pattern 44
types of Menus 44
degree of choice 45
Menu Structure 46
Breakfast and Brunch 47
lunch 48
dinner 48
Factors Affecting Menu planning 48
customer Satisfaction 49
Sociocultural Factors 49
Food habits and preferences 49
nutritional influence 51
Aesthetic Factors 54
Sustainability 54
government regulations 55
Management decisions 56
Menu planning 57
general considerations 57
planning process 58
Chapter Summary 60 • Test Your Knowledge 60
Class Projects 60 • Case Study Exercises 61
Web Sources 61 • Bibliography 61
Part 2 Transformation: Functional
Subsystems
Chapter 4 Food Product Flow and Kitchen Design 64
Flow of Food 64
types of Foodservices 65
conventional Foodservice 66
ready prepared Foodservice 68
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Contents vii
commissary Foodservice 71
Assembly/Serve Foodservice 74
Kitchen design and layout 76
planning team 77
planning process 77
Sustainability in Foodservice design 79
components of a Foodservice design 79
Materials 81
principles of Work design 82
Chapter Summary 85 • Test Your Knowledge 85
Class Projects 86 • Case Study Exercises 86
Web Sources 86 • Bibliography 86
Chapter 5 Procurement 88
Supply Management 88
procurement 89
purchasing 89
purchasing Managers 89
Marketing channel 90
Sustainability in purchasing 92
Value Added 95
government regulations 95
product Selection 101
Value Analysis 101
Make-or-Buy decisions 102
Specifications 104
types 104
Writing criteria 105
Specific information 105
Additional information 106
Methods of purchasing 108
informal 108
Formal 108
independent and organizational Buying 111
Supplier Selection and evaluation 114
Survey Stage 114
inquiry Stage 114
Supplier performance evaluation 115
purchasing process 115
purchasing procedures 115
purchasing records 118
receiving 120
elements of the receiving Activity 121
receiving process 124
Storage 126
dry Storage 127
low-temperature Storage 129
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viii Contents
inventory 131
issuing products 131
inventory records 132
inventory Files 135
inventory control tools 136
ethical considerations 141
code of ethics 141
ethical issues 142
ethics Management 143
Chapter Summary 143 • Test Your Knowledge 143
Class Projects 144 • Case Study Exercises 144
Web Sources 144 • Bibliography 144
Chapter 6 Food Production 147
Functional Subsystem: Food production 147
production decisions 149
production Forecasting 149
production demand 149
Quantity demand 150
historical records 150
Forecasting Models 151
production Scheduling 156
production Schedule 156
production Meetings 158
ingredient control 158
ingredient Assembly 159
Advantages of centralized ingredient Assembly 159
centralized ingredient control 159
Function of the ingredient room 159
ingredient room organization 160
ingredient room Staffing 160
recipes 162
Format 162
recipe Standardization 165
Quantity Food production 173
objectives of Food production 174
Methods of production 174
heat transfer 175
production Methods and equipment 176
Moist heat 176
dry heat 177
Multifunction equipment 181
production controls 182
time and temperature control 182
product yield 184
portion control 185
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Contents ix
emergency preparedness 190
Sustainable production practices 190
energy Use 191
energy and Water conservation 194
conserving energy 194
conserving Water 195
energy Management 196
Chapter Summary 197 • Test Your Knowledge 197
Class Projects 197 • Case Study Exercises 197
Web Sources 198 • Bibliography 198
Chapter 7 Distribution and Service 200
Functional Subsystem: distribution and Service 200
distribution 201
categories of Service 206
table Service 206
counter Service 206
Self-Service 206
tray Service 208
takeout Service 208
delivery Service 209
Service Management 209
total Quality Service 209
Managing Service 211
tipping 212
Service controls 212
experience economy 212
Chapter Summary 214 • Test Your Knowledge 214
Class Projects 214 • Case Study Exercises 214
Web Sources 214 • Bibliography 215
Chapter 8 Safety, Sanitation, and Maintenance 216
Functional Subsystem: Safety, Sanitation, and
Maintenance 216
employee Safety 217
occupational Safety and health Act 218
Fire Safety 218
personal protective equipment 219
employee Safety programs 220
Workplace Violence 220
customer Safety 221
Food Safety 221
Biological contamination 222
physical contamination 232
chemical contamination 232
Foodservice operational practices to Assure the Safety of
Food 233
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