C7 Distribution & Service Flashcards
(29 cards)
Distribution
Movement of food from production to service.
Service
Presentation of food to the customer. Is a major part of every foodservice operation.
Distribution & Service are a subsystem of which element of the Foodservice systems model?
Are a subsystem of the Transformation element of the foodservice model.
The distribution of food from production to the customer depends primarily on 4 factors:
Type of production system. Degree of meal pre-assembly prior to service. Physical distance between production & service. Amount of time between completion of production until time of service.
Decentralized meal assembly
Food products are produced in one location & transported to various locations for assembly at sites near customer.
Centralized meal assembly
Food items are prepared & assembled on trays before being transported to other locations for service.
Categories of service
Table, Counter, Self-service, Tray, Takeout, and Delivery service.
Service management
is a philosophy, a thought process, a set of values & attitudes, & a set of methods. Customer driven.
Total quality service (TQS)
Service model in which the focus is on the reason the organization exists, which is to serve. Standards and measures should be customer driven.
paradigm
a mental frame of reference that dominates the way people think and act.
Total customer value
The combination of the tangible and intangible experienced by customers at the various moments of truth that become their perception of doing business with an organization.
paradigm shift
A new set of rules, from a quality to a total customer value paradigm is occurring in organizations.
Cross-training
Technique used to involve employees in the total customer value concept.
Self-service
Customer chooses what they want from displayed food items or services counters and goes to a central point to pay for them. Also, buffets, vending, food carts.
Cafeteria service
Advance preparation and self-service or employee served. Used in on-site and employee-feeding operations. Counter-clockwise.
The scramble
aka food court system. Various stations or food counters & possibly a center island. Allows customers to move from station to station. Saves time.
scripting
the use of predetermined text designed for particular situations, such as entering patients’s rooms.
Four patterns of customer service
Freezer, factory, friendly zoo, quality customer service.
Design of the system is affected by:
Physical layout of the operation. Customers’ nutrition and social needs. Type of food production system used. Operation’s standards. The timing of meal service; skill of service personal, cost of equipment.
Meal service includes:
Tray service to patient’s rooms. Cafeteria service for visitors, staff, & ambulatory residents. Dining service - depending on type of health care: long-term vs acute care.
Three functions:
Assembly, delivery, service to customer.
Two tray assembly systems:
Decentralized, and centralized.
Hot thermal retention
Meal distribution method. Insulated heated base (pellet, unitized base, induction heat base). Used in 45% of American hospitals. Inexpensive.
Hot and Cold Thermal Retention
Meal distribution method using an insulated tray. Hot foods are kept hot, cold, cold. Can be split tray, match-a-tray, or insulated components. Can be expensive, parts are often rented & requires special dish machine and dishes.
