Foodservice Operations And Management Concepts And Applications 1st Edition Karen Eich Drummond ,Mary Cooley ,Thomas J. Cooley - Solutions

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2 Talk to someone whose organisation delivers excellent service. What can you learn from them?● 3 How would you make the business case to justify investing more money into your university/college programme?
1 List a few organisations that deliver world-class service. What is it they do particularly well?
3 Sketch out your own performance network incorporating the key drivers and results (outcomes/requirements). List the measures you have for each of the variables. How well do you understand the linkages in the model? What have you learned from doing this?
2 Are you ‘aspiring’, ‘ongoing’ or ‘embedding’? What do you have to do to make a change for the better?
1 How does your organisation stack up against the characteristics of world-class organisations and operations? Where are the opportunities to improve what you do?
How can managers make the business case for service?
How do organisations go about becoming and remaining world-class?
What is excellent service?
(Appendix) FINANCIAL ANALYSIS OF RECEIVABLES. A chain of retail stores located in Kansas and Nebraska has requested a loan from First Chicago. The balance sheet of the retail chain shows significant accounts receivable related to its in-house credit card. You are employed by First Chicago as a
What is a service concept?
How can managers use the service concept?
1 Construct the service concept as in Figures 3.1 and 3.2 for an organisation of your choice.
2 Select two service organisations offering similar but different services (a fast-food and a high-class restaurant, for example). Identify the key elements of the service concept and compare their profi les using the mapping tool illustrated in Figure 3.3 .
3 The chief executive of Singapore Zoo is keen to continue developing the zoo. Can you develop a new service concept?
1 How well is your organisation’s service concept articulated and shared? You may like to ask some of your colleagues to describe what the organisation is providing to its customers, internal or external, and ask some customers what the organisation provides. Capture the details as set out in
2 Does your organisation provide a range of service concepts? Are some of these delivered more effectively than others and if so, why?
3 Profi le your process and assess areas of weakness (non-alignment) and any opportunities to use it to drive strategic advantage.
1 What are the service concepts for the members, the society golfer and the wedding function guests?What are the potential confl 1 How would you classify yourself and your colleagues/friends in terms of your customer attitude to a particular service? Could everyone be converted into Allies and if
2 Calculate your lifetime value for three service organisations which you use, for example supermarket, clothing retailer, music download website, bar or bank. What are the problems in assessing lifetime values?
3 Assess the personal relationship you have with a professional service provider, such as university lecturer, doctor, counsellor, fi nancial advisor. How well is the relationship managed?zicts?
2 What advice can you give to Joe Tidsdale as to how to manage his business in the future?
Customers, who are they?
What are the benefi ts of retaining good customers?
How can managers develop good customer relationships?
How can managers develop good business relationships?
How can managers develop good customer relationships(B2C services)?
How can managers develop good business relationships(B2B services)?
1. A plan may vary depending on how long it is in effect. Describe three other ways that plans vary.
2. What is a policy and procedure?
3. Contrast strategic planning with operational planning.
4. Describe the steps in the strategic planning process. What are strategies?
5. What is a mission statement and how is it different from a business’ core values?
6. If planning is so important, why do some managers spend little or no time on it?
7. What is a SWOT analysis and what is its purpose?
8. Describe three competitive strategies that can be used to beat the competition and make higher profits.
9. Name four risks that foodservice managers face. Which of these risks are preventable and which are external? Describe the steps in managing risks.
10. Describe the steps you can take to improve your time management skills.
11. Describe four considerations in how to formally arrange jobs/positions in a business.
12. What is a job analysis, job description, and job specification?
13. What are the components of a job description?
14. Give two examples of job design methods.
15. Compare groups and teams. Give an example of two types of groups and two types of teams.
16. Describe the stages that new groups and teams go through.
17. What is group dynamics? Give an example of how it can affect group performance and satisfaction.
18. Give three tips for conducting successful meetings.
19. Give five tips for developing effective teams.
1. Discuss the functions of the people who work in the human resources department.
2. How can the human resources department be a competitive advantage for a business?
3. What are five of the rights of American employees in terms of pay and benefits?
4. Briefly describe two EEO laws and the concept of EEO. Which groups are protected by EEO laws in the United States? What are they protected against?
5. What is sexual harassment? How can a foodservice minimize sexual harassment?
6. What is the purpose of the Occupational Safety and Health Act and how is it enforced?
7. Describe different ways in which individuals are recruited to apply for jobs.
8. Explain how the selection process works. Give examples of how this process can be nondiscriminatory and job-related.
9. What are the purposes of the job interview? What is a structured interview?
10. What are the advantages and disadvantages of having on-call employees?
11. What is the difference between orientation and onboarding?
12. When would on-the-job training be useful in a foodservice?
13. Give two examples of active learning methods used to train employees.
14. When is coaching important? Explain how you might coach an employee on improving performance.
15. Describe briefly five methods for doing performance appraisals and when each is used.
16. What is progressive discipline and what are the steps involved?When is progressive discipline required?
17. Explain what at-will employment is. Also explain the purpose of Right-to-Work laws.
18. List three guidelines when developing employee schedules.
19. How does a union organize to get recognition?
20. Describe how having unionized employees affects how a foodservice manager does their job.
1. What is meant by the term quality? Why is it so important?
2. Is quality management an example of the management function of controlling? Why or why not?
3. Compare TQM with Six Sigma.
4. What does Lean bring to Six Sigma when they are combined? What are Lean’s goals?
5. Describe a tool that you can use to help determine the reasons for a problem. Also, describe a tool that helps managers examine a process or procedure to make improvements.
6. What is a control chart?
7. Define benchmarking and give an example of how a foodservice manager might benchmark their operation.
8. What affects whether foodservice customers are satisfied and happy with their purchases and service? List six points and put them into categories.
9. What are service failure and service recovery?
10. What is the big picture in terms of improving the customer experience in restaurants?
11. How do healthcare foodservice managers measure patient satisfaction and what can they do to provide excellent food and service?
1. What is the difference between accounting and auditing?
2. What is the purpose and format for an income statement?
3. What is the difference between gross profit and net income/net loss before taxes?
4. Why is it important to compare the current income statement with prior ones as well as the budget and standards?
5. List five important standards used in foodservices and why they are important.
6. What is the purpose and format of a balance sheet?
7. Describe each component of a master budget.
8. Distinguish between fixed costs and variable costs.
9. What are the objectives of operating budgets?
10. Compare how a fixed budget, flexible budget, and zero-based budget are prepared.
11. What is an FTE?
12. List the steps in preparing a budget.
13. How is budgeting for a noncommercial foodservice different from a restaurant?
14. When is a budget variance favorable? When is it unfavorable?Give an example of each.
15. What is a comparative balance sheet or income statement? What is a common-size balance sheet or income statement?
16. How do you calculate break-even point for sales?
17. What is ratio analysis? Why is it done? What types of ratios are commonly computed?
18. Give an example of a profitability ratio and how it is calculated.
19. Give an example of an operating ratio and how it is calculated.
20. Describe trend analysis and why it is useful.
21. Give two examples of productivity ratios and how they are calculated.
22. What is a meal equivalent and why is it used?
23. List important ways to control costs.

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Foodservice Operations And Management Concepts And Applications 1st Edition Karen Eich Drummond ,Mary Cooley ,Thomas J. Cooley - Solutions

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