Foodservice organizations : a managerial and systems approach

목차 (Table of Contents)

• 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