Domain 3: Food Service Management

Question 1

What are the four staffing patterns and how many meals/labor hr do they each provide?

Answer 1

Acute care conventional: 17 mins/meal OR 3.5 meals/labor hr
Extended care facilities: 5 meals/labor hr
Cafeteria: 5.5 meals/labor hr
School foodservice: 13-15 meals/labor hr

Question 2

What is the difference between a master schedule, a shift schedule, and a production schedule?

Answer 2

Master = days on/days off, vacations
- basis for weekly schedules

Shift = staffing for a particular operation
- # of hrs and days worked, relief assignments

Production = how much time you need for an event
- what to do and when

Question 3

What is the difference between absolute FTE and adjusted FTE?

Answer 3

Absolute FTE = min number of employees needed to staff the facility
- counts productive hrs aka hrs actually worked

Adjusted FTE = also takes into account the benefit days and days off

Question 4

What are the equations for calculating FTE/day, week, and year?

Answer 4

FTE/day = labor hrs worked/day / 8 hr normal work load

FTE/week = labor hrs worked/week /40 hr normal work load

FTE/year = labor hrs worked that year/2080

Question 5

How do you calculate the number of relief employees needed to cover 365 days per yr?

Answer 5

number of full time positions x 0.55

Question 6

Describe the 6 examples of work simplification procedures.

Answer 6

Motion economy: fastest/shortest route to do something
- Movement should be simultaneous, symmetrical, natural, rhythmic, habitual

Occurrence sampling: randomly observe them to measure % idle time

Pathway chart/flow diagram: drawing of a worker’s pathway

Operational chart: movement of hands; use both hands simultaneously/effectively

Process chart: steps involved in the process using symbols

Cross chart: efficiency of equipment placement
- Looks at work motions, movement between equipment pieces

Question 7

What is Maslow’s Hierarchy of Needs? Give examples of each level.

Answer 7

When basic needs are met, then the higher needs become motivators

Physiological Needs: pay, benefits, working conditions, schedule

Security and Safety: insurance, retirement plans, job security

Social: belonging, acceptance, affiliation

Self-esteem: job title, praise, rewards, promotions, recognition

Self-realization: advanced training, job enrichment

Question 8

What is Herzberg’s two-factor theory?

Answer 8

Maintenance factors (satisfiers vs dissatisfiers)
- Fair wage, insurance, retirement benefits, supervision, schedule, working conditions, etc.
- DON’T produce motivation but CAN PREVENT motivation from occurring
- Satisfier = present and perceived as good
- Dissatisfier = lacking or perceived as negative; will interfere with work

Motivators: job enrichment
- Achievement, personal accomplishments, recognition, responsibility, participation in decision-making, etc.

Question 9

What is McClelland’s theory?

Answer 9

all people have three needs (need to achieve, need for power, need for affiliation)

Achievement = sales and management positions; task-oriented, can manage themselves

Affiliation = need to be liked by others

Power = enjoy competition, seek confrontation

Question 10

What is MacGregor’s theory?

Answer 10

manager’s attitude toward employees impacts job performance

Theory X - negative, autocratic
- People inherently dislike work and will avoid it if possible
- Motivate through fear and direct through pressure

Theory Y - positive, participative
- Work is natural
- Management creates environment where workers achieve goals via directing their own efforts

Question 11

What are the Hawthorne studies (Western, electric, Elton Mayo)?

Answer 11

involve people in the process so they’re more productive

Increased productivity via work breaks, special attention to employees, supervisors treating employees well, they’re involved in an interesting experience

Placebo effect = special attention improves behavior

Question 12

What is the expectancy theory (Beer, Vroom)?

Answer 12

rewards are only motivators during certain circumstances

Employees must think the rewards are worth it and that if they perform well, they get those rewards

Path-Goal Theory = Motivation d/t the EXPECTATION that a behavior will lead to a certain goal and how strongly they want that goal. Is the reward valuable???

Question 13

What are the 6 motivational theories and strategies?

Answer 13

Maslow’s hierarchy of needs

Herzberg’s two-factor theory

McClelland’s theory

Macgregor

Hawthorne studies

Expectancy theory

Question 14

What is the Likert leadership theory?

Answer 14

management of conflict; Four basic systems that range from job-centered to employee-centered

Exploitive, autocratic
Benevolent, autocratic
Consultative
Participative (most effective)

Question 15

What is the peter principle?

Answer 15

may promote someone to a level of INcompetence (not recommended)

Question 16

What is the leadership continuum (Tanenbaum and Schmidt)?

Answer 16

Tells decision → sells decision → discusses decision → asks for input on decision → collaborates on decision → delegates responsibility for decision

Question 17

What is the contingency approach: fielder?

Answer 17

Task-oriented leader more effective in highly favorable and unfavorable situations (group ready to be lead)

Relationship-oriented leader best in moderately favorable situations

Question 18

What is the leadership effectiveness model (Hersey, blanchard, johnson)?

Answer 18

Low readiness = Tell
Low - moderate readiness = Sell
Moderate - high readiness = Participate
High readiness = Delegate

Question 19

What is a reciprocal approach to leadership?

Answer 19

focus on interactions among leaders and followers instead of leader characteristics

Transactional (Autocratic) = your relationship with employees is a transaction. If they do a good job, you reward them and if they don’t, you punish them

Transformational (Participatory) = you want them to transform into something better. You inspire them to work hard, motivating them to work towards organizational goals vs their own personal gain

Question 20

What is the traditional/classic management theory?

Answer 20

coordination is the main responsibility of management
Focus on tasks, structure, authority

Scalar principle = authority/responsibility flow vertically from high to low echelons

Unity of command = everyone accountable to only one supervisor

Too mechanistic, job-focused and impersonal, no group interactions/decision-making processes

Question 21

What is the Human Relations (behavioral) theory of management?

Answer 21

workers exist in social groups
Employee participation in decision-making is key
Theory Z (Ouchi) = consensus decision-making; everyone affected by the decision helps make it

Question 22

What is the systems approach? What are characteristics of an open system?

Answer 22

system is an organized whole composed of interdependent subsystems

Characteristics of open systems:
- Interdependency of parts → integration and synergy
- Dynamic equilibrium: continuous response and adaptation to environment
- Equifinality: various alternatives can be used to achieve similar results
- Permeability of boundaries: system can be affected by changing environment
- Interface: where two systems/subsystems interact with each other

Question 23

What is scientific management (Taylor)?

Answer 23

Expects workers to work as fast as possible at max efficiency
Focuses on the physical aspect of the job (assembly line, manufacturing)
Find the best way of performing tasks

Question 24

What is management by objectives (MBO) by Drucker?

Answer 24

Manage employees in a democratic form, providing control from within
Establish performance goals and objectives WITH employees
Participative leadership

Question 25

At which levels of management are technical, human, and conceptual managerial skills most important?

Answer 25

Technical (techniques, procedures) = important in LOWER levels of management Human = interpersonal; important at all levels but really important at LOWER levels of management Conceptual = can see organization as a whole; important at HIGHER ranks of management

Question 26

What is the nominal group technique?

Answer 26

more structured/controlled than an ordinary brainstorming group Silent generation of ideas; sit in horseshoe formation; round robin reporting; group ranks items in PRIORITY ORDER then votes

Question 27

What is the delphi technique?

Answer 27

consensus of experts; experts DO NOT MEET Method of group decision-making and forecasting that involves successively collaborating but not face to face Pick the brains of experts via WRITTEN interviews, then come to a consensus

Question 28

What is the cause and effect (fish) diagram?

Answer 28

brainstorming to see what the event was caused by and what effect it had What are the causes of the effects (results) you are seeking? If the effect (results) is unsuccessful, look at the possible causes

Question 29

What is the pareto analysis?

Answer 29

bar chart: shows relative importance of problem Work on the tallest bar/prob that occurs most frequently 80-20 rule: 80% of a given outcome results from 20% of an input

Question 30

What is queuing theory?

Answer 30

used to analyze flow of customers in a cafeteria Balance cost of waiting lines with the cost of preventing waiting lines via increased service

Question 31

What is the National Labor Relations Act? What other name does it go by and what year was it made?

Answer 31

Wagner Act 1935 pro labor Right to organize and join labor unions; union = bargaining agent NLRB (National Labor Relations Board) listens to claims of unfair labor practice

Question 32

What is the Taft Hartley Labor Act? What other name does it go by and what year was it made?

Answer 32

Labor Management Relations Act 1947 pro management Outlawed the closed shop, limited union shop to 1 yr Gov can obtain injunction against strikes that are dangerous/unsafe for the public Specified unfair labor practices of the union

Question 33

What is the Landrum-Griffin Labor Management Reporting and Disclosure Act and what year was it made?

Answer 33

1959 Bill of rights; regulates internal union affairs

Question 34

What is the Civil Rights Act of 1964? What Title number is it?

Answer 34

Title 7 Prevents discrimination based on race, color, national origin; prohibits sexual harassment Overseen by the EEOC (equal employment opportunity commission)

Question 35

What is the Equal Employment Opportunity Act and what year was it made?

Answer 35

1972 No employment discrimination based on race, color, religion, sex, national origin, political affiliation Overseen by EEOC

Question 36

What is the Fair Labor Standards Act and what year was it made?

Answer 36

1938 set minimum wage and overtime Occupations exempt = executive, administrative, professional, outside salespersons Amendment = Equal Pay Act 1963: no discrimination based on sex Child labor laws; in foodservice, students can handle and clean cutlery only if enrolled in food-related programs

Question 37

What is the Age Discrimination Act of 1967?

Answer 37

No discrimination based on age

Question 38

What is the Family and Medical Leave Act and what year was it made?

Answer 38

1993 places w/ >50 workers Up to 12 work weeks of unpaid, job-protected leave for birth/adoption/medical issues for you or family When you come back you can get an EQUAL job but not necessarily the SAME job

Question 39

What is the Americans with Disabilities Act and what year was it made?

Answer 39

1992 places with 15+ employees Must specify “essential” job functions and provide “reasonable accommodations” - Remove barriers - Wide aisles (36”) and doors (32”) - Install ramps - Lower shelves and phones - Rearrange tables and chairs - Flashing alarm lights

Question 40

What is HIPAA and what year was it made?

Answer 40

1996 Employees can transfer coverage of existing health issue to a new employer’s insurance plan

Question 41

What is the Social Security Act and what year was it made?

Answer 41

1935 Protects employees against wage loss d/t retirement, unemployment or disability

Question 42

What are the 4 union shop types?

Answer 42

Union Shop: must join union AFTER being hired - illegal in public employment Open Shop: can join union or not Closed Shop: must be member of union first BEFORE hiring - illegal in public employment Agency Shop: all workers must pay agency fee, but not required to join union

Question 43

Explain the 3 obstacles to effective employee appraisals.

Answer 43

Halo effect: judge on most noticeable positive trait Leniency of error: rate everyone higher than they deserve Error of central tendency: rate everyone as average

Question 44

What is the equation for labor turnover rate?

Answer 44

(number of employees terminated/total positions in dept) x 100

Question 45

What is the difference between cultural humility vs competence vs sensitivity?

Answer 45

Cultural humility: ability to stay open to other aspects of cultural identity that are most important to the client/employee Cultural competence: ability of a place to care for patients with diverse values, beliefs, and behaviors Cultural sensitivity: AWARENESS of similarities and differences among various cultures when communicating with them

Question 46

What are the four types of budgets and what are they used for?

Answer 46

Operating Budget: forecast for a specific period of time. FIRST forecast income, THEN budget expenditures r/t projected income Cash Budget: used to determine if funds will be available when you need them Capital Budget: plant facilities, equipment, cost of improvements and repairs, etc. Includes expenditures whose returns are expected to last beyond 1 yr Pro Forma Statement: hypothetical; projects EXPECTED income, expenses and profit

Question 47

What are the 5 methods used to establish line items within a budget?

Answer 47

Traditional (incremental, baseline): uses existing budget as base then projects changes in upcoming year r/t current budget This year’s expenses + inflation factor; control-oriented Zero-Based Budget (ZBB): begins at 0; justify each expense E.g. PPBS aka Planning, Programming, Budgeting System, past allocations not used to project future allocations Fixed Budget: no expected major change in pt or customer count during the yr Flexible Budget: adjusted with varying levels of revenue throughout the year E.g. closing a floor for renovation Performance Budget: details how much it costs to perform an activity

Question 48

What is the difference between straight line depreciation and accumulated depreciation?

Answer 48

Straight line depreciation: ANNUAL depreciation (value of equipment aka cost - salvage value)/# of yrs of useful life Accumulated depreciation: included in FIXED ASSETS Original cost of the item - total depreciation up to a given date

Question 49

How do you calculate the EP cost/lb?

Answer 49

(AP/EP) = EP cost/lb

Question 50

What is the difference between an income statement and a balance sheet?

Answer 50

Income Statement: revenue and expense statement - Over a period of time; DYNAMIC - Analyzes operational effectiveness Balance Sheet: assets and liabilities; quick way to review financial condition - financial condition as of a particular date; STATIC - Assets should be = liabilities + capital - Analyzes operational effectiveness

Question 51

What is a liquidity ratio?

Answer 51

asses ability to meet short term debt aka pay bills when due Current assets and liabilities

Question 52

What is a net worth ratio?

Answer 52

assess ability to meet long term debt aka solvency Total assets and liabilities; debt to asset ratio

Question 53

What is a turnover ratio and how do you calculate the inventory turnover rate?

Answer 53

are you efficiently using the assets to produce more income? Inventory turnover rate = cost of goods sold / avg inventory cost

Question 54

How do you calculate food cost percentage?

Answer 54

Food cost percentage = daily food cost/ daily income

Question 55

How do you calculate profit margin?

Answer 55

net profit/sales dollars aka revenue

Question 56

How do you calculate the payback period?

Answer 56

Payback period = costs of service/dollars saved

Question 57

What are the steps in the budget projection process?

Answer 57

Determine actual costs for this year Multiply by expected increase for next year Add the increase in cost to the current cost Total all costs

Question 58

How do you calculate breakeven point in units sold?

Answer 58

BE = Fixed costs/ (selling price - variable cost)

Question 59

How do you calculate BE in sales volume?

Answer 59

BE = fixed costs/[1-(variable costs/selling price)]

Question 60

How do you determine selling price using the factor pricing (traditional/markup) method?

Answer 60

Selling price = markup factor x raw food cost Markup factor = 100/food cost %

Question 61

How do you determine selling price using the prime cost method?

Answer 61

Prime cost = raw food cost + direct labor cost Price factor (markup) = 100/(food cost % + direct labor cost %) Selling price = Prime cost x price factor aka markup

Question 62

How do you determine selling price using the cost of profit pricing method?

Answer 62

Targeted food cost percentage = 100 - (cost of labor + food cost) Selling price = total food cost/desired food cost %

Question 63

What is the Kaizen Philosophy?

Answer 63

“Good change” = making continuous, small incremental improvements daily instead of large revolutionary changes Teamwork, discipline, improved morale, quality circles and suggestions for improvements