NHM3722StudySoup.pdf NHM 372
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This 4 page Class Notes was uploaded by Regan Dougherty on Monday August 31, 2015. The Class Notes belongs to NHM 372 at University of Alabama - Tuscaloosa taught by Denise DeSalvo in Fall 2015. Since its upload, it has received 235 views. For similar materials see Intro to Food Service Management in Nutrition and Food Sciences at University of Alabama - Tuscaloosa.
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I'm really struggling in class and this study guide was freaking crucial. Really needed help, and Regan delivered. Shoutout Regan, I won't forget!
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Date Created: 08/31/15
828 831 NHM 372 Chapter 2 Managing Quality Quality is critical to the success of a foodservice operation Quality characteristics of a product or a service that bear on its ability to satisfy a stated or implied need a product or service that is free of defects Achieving quality outputs requires attention to the quality of inputs and quality of the transformation process Quality fits into the control category of the model Deming Juran and Shewhart are important names in quality development Dr Deming s 14 Point System 4 ares of focus better design for better service higher levels of uniform product quality improvement in how products are tested as well as in research if you do all these things there will be more sales 1 Create consistency of purpose toward improvement of products and services 2 Adopt the new philosophy of quality 3 Cease dependence on inspection to achieve quality 4 End the practice of choosing suppliers solely on price build relationships with good vendors who would supply good quality products 5 Improve constantly and forever the production and service systems 6 Institute extensive training on the job 7 Shift focus from production numbers to quality 8 Drive out fear of employees productivity and efficiency increases 9 Break down barriers among departments 828831 10 Eliminate slogans and targets for the workplace eliminate ones that don39t mean anything implement ones that will be beneficial 11 Eliminate numeric quotas for the workforce 12 Remove barriers that rob employees of pride or workmanship and eliminate annual rating or merit systems fair systems of evaluation 13 Institute a vigorous program of education and selfimprovement for everyone employees are motivated when they know that a company is concerned about their wellbeing 14 Make sure everyone in the company is put to work to accomplish the preceding 13 points Management Approaches to Quality quality assurance QA define measurable quality standards monitor the process find error after the fact problem AFTER THE FACT the customer has already received the product total quality management TQM empowering employees to be involved in the achievement of quality improve customer service continuous quality improvement CQI something that you39re doing all the time six sigma looking at quality by looking at data in an effort to eliminate defects standard deviations reengineering radical redesign 828 831 lean make a changemanage quality with the least amount of inputs to get the desired outputs ex Toyota theory of constraints an organization identifies and removes the obstacles in the processes What could potentially cause problems or does cause problems Tools benchmarking compare your operation against the best in the industry flow charts a visual that shows you processes plandocheckact cycle cause and effect diagrams also called a fishbone control charts a way of looking at different activities in a methodical way plotted on a timeframe pareto analysis 80 of the outcome is based on 20 of your input root cause analysis ask why things happened until you get to the root cause of the outcome histograms picture Quality Standards 828 831 Quality Standards are published by professional organizations and industry groups ISO 9000 Standards are individual related international standards on quality management The Joint Commission is a source of standards for improving quality and safety of patient care you do not have to participate voluntary tracer methodology look at patients and trace their care throughout their stay admittance to discharge Was everything up to standards Malcolm Baldridge National Quality Improvement Act of 1987 was established as an annual US national quality award recognizes companies for their achievements in quality and performance leadership strategic planning customer and market focus process management measurement analysis and knowledge management human resource focus business results