Foodservice Manual for Health Care Institutions (eBook)
John Wiley & Sons (Verlag)
978-1-118-22052-8 (ISBN)
The thoroughly revised and updated fourth edition of Foodservice Manual for Health Care Institutions offers a review of the management and operation of health care foodservice departments. This edition of the book-which has become the standard in the field of institutional and health care foodservice- contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management.
This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies' standards.
TOPICS COVERED INCLUDE:
- Leadership and Management Skills
- Marketing and Revenue-Generating Services
- Quality Management and Improvement
- Planning and Decision Making
- Organization and Time Management
- Team Building
- Effective Communication
- Human Resource Management
- Management Information Systems
- Financial Management
- Environmental Issues and Sustainability
- Microbial, Chemical, and Physical Hazards
- HACCP, Food Regulations, Environmental Sanitation, and Pest Control
- Safety, Security, and Emergency Preparedness
- Menu Planning
- Product Selection
- Purchasing
- Receiving, Storage, and Inventory Control
- Food Production
- Food Distribution and Service
- Facility Design
- Equipment Selection and Maintenance
Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the food- service industry.
Ruby Parker Puckett, MA, FFCSI, is program director of dietary manager training in the division of con- tinuing education at the University of Florida, Gainesville. She is president of Foodservice Management Consultants and president of the Foodservice Consultants Society International (FCSI) Educational Foundation.
The thoroughly revised and updated fourth edition of Foodservice Manual for Health Care Institutions offers a review of the management and operation of health care foodservice departments. This edition of the book which has become the standard in the field of institutional and health care foodservice contains the most current data on the successful management of daily operations and includes information on a wide range of topics such as leadership, quality control, human resource management, product selection and purchasing, environmental issues, and financial management. This new edition also contains information on the practical operation of the foodservice department that has been greatly expanded and updated to help institutions better meet the needs of the customer and comply with the regulatory agencies' standards. TOPICS COVERED INCLUDE: Leadership and Management Skills Marketing and Revenue-Generating Services Quality Management and Improvement Planning and Decision Making Organization and Time Management Team Building Effective Communication Human Resource Management Management Information Systems Financial Management Environmental Issues and Sustainability Microbial, Chemical, and Physical Hazards HACCP, Food Regulations, Environmental Sanitation, and Pest Control Safety, Security, and Emergency Preparedness Menu Planning Product Selection Purchasing Receiving, Storage, and Inventory Control Food Production Food Distribution and Service Facility Design Equipment Selection and Maintenance Learning objectives, summary, key terms, and discussion questions included in each chapter help reinforce important topics and concepts. Forms, charts, checklists, formulas, policies, techniques, and references provide invaluable resources for operating in the ever-changing and challenging environment of the food- service industry.
Ruby Parker Puckett, MA, FFCSI, is program director of dietary manager training in the division of con- tinuing education at the University of Florida, Gainesville. She is president of Foodservice Management Consultants and president of the Foodservice Consultants Society International (FCSI) Educational Foundation.
Title page 3
Copyright page 4
Contents 5
Tables, Figures, and Exhibits 6
Foreword 9
Preface 11
Acknowledgments 12
The Author 13
Dedication 14
Introduction 15
CHAPTER 1: Foodservice IndustryAn Overview 19
Learning Objectives 19
Issues: Change 20
Other Changes in Delivery of Care 20
Political Issues 21
Regulation and Legislation 21
Health Care Affordability 22
Accountability and Ethics 23
Environmental Trends 24
Food Labeling and Nutrition Claims 24
Workforce Issues 24
Cultural Diversity of the Workforce 25
Age of the Workforce 26
Infectious Disease in the Workplace 26
Literacy and the Workforce 26
Employee as Customer 26
Customer-Oriented Focus 27
Value in the Quality-Cost Equation 27
Nutrition Awareness 27
Demographic Changes 27
Technology Trends 28
Information Systems 29
Medical Technology 29
Food Technology 29
Background of Foodservice Industry 31
Classifications of Foodservice 31
Role of Foodservice 32
Managerial Ethics and Social Responsibility 32
Stress 33
Personal and Professional Development 34
Summary 34
Key Terms 35
Discussion Questions 35
PART ONE: Management of the Foodservice Department 37
CHAPTER 2: Leadership 39
Learning Objectives 39
Leadership Style 39
Behavior Theories of Effective Leadership 39
Situational Leadership 40
Leaders as Managers 41
Leadership Characteristics for Effective Management 41
Levels of Management 44
Basic Functions of Management 44
Managerial Power 46
Managers’ Responsibilities 46
Participative Management 47
Creating a Participative Culture 47
Management Responsibilities in a Participative Culture 47
Employee Involvement 49
Content Theories of Motivation 49
Process Theories of Motivation 50
Reinforcement Theory of Motivation 51
Application of Motivational Theories 51
Levels of Empowerment 52
Application of Empowerment to Foodservice 52
Image 53
Roadblocks to Participative Management 53
Summary 54
Key Terms 54
Discussion Questions 54
CHAPTER 3: Marketing and Revenue-Generating Services 55
Learning Objectives 55
Key Marketing Concepts 56
Services Marketing 56
Intangibility 56
Simultaneous Production and Consumption 56
Less Uniformity and Standardization 56
Absence of Inventories 56
Markets and Segmentation 56
Marketing Mix 58
Marketing Management Model 63
Phase 1: Information 64
Phase 2: Planning 65
Phase 3: Implementation 67
Phase 4: Evaluation 67
Phase 5: Feedback 67
Summary 67
Key Terms 68
Discussion Questions 68
CHAPTER 4: Quality Management 69
Learning Objectives 69
Development of Quality in Health Care 69
General History of Quality Management 69
The Joint Commission’s Influence on Health Care Quality 70
Move to CQI in Health Care 72
Creating a CQI Culture 72
Principles That Drive a CQI Culture 72
Quality Control 76
Customer Service and Satisfaction 77
Clinical Quality Assessment 78
Quality Programs 79
Total Quality Management 80
Critical Paths 85
Comparative Outcome Measures 85
Case Management 85
Process Reengineering 85
Benchmarking 86
Summary 86
Key Terms 87
Additional Resources 87
Discussion Questions 87
CHAPTER 5: Planning and Decision Making 89
Learning Objectives 89
Planning Process 90
Kinds of Planning 90
Steps in the Planning Process 90
Time and the Planning Process 91
Strategic Planning 91
Phase 1: Data Gathering and Analysis 91
Phase 2: Establishing Goals, Objectives, Strategies, and Plans 92
Phase 3: Implementing, Evaluating, and Modifying Goals and Action Plans 93
Middle Manager’s Role in Strategic Planning 93
Standing Operational Planning 93
Policies and Procedures 93
Department Policies and Procedures Manual 94
Periodic Operational Planning 94
Lessons from Other Industries 98
Business Planning Phases 99
Business Plan Format 100
Scheduling Techniques 100
Objectives 103
Decision Making 106
Three Elements Essential to Effective Decision Making 106
Obstacles to Effective Decision Making 106
Influences on Decision Making 107
Decision-Making Process 107
Team Decision Making 108
Planning, Decision Making, and Resistance to Change 109
Summary 110
Key Terms 110
Discussion Questions 111
CHAPTER 6: Organization and Time Management 113
Learning Objectives 113
Determining Organizational Structure 113
Departments 113
Committees 116
Teams 117
Systems Approach to Foodservice Organizations 119
Organizing the Foodservice Department 120
Functional-Hierarchical Structure 122
Alternative Organizational Structures 122
Organizational Culture 124
Factors That Influence Department Structure 125
Department Members and Responsibilities 125
Shared Services 126
Multidepartments and Multifacilities 127
Distributing Authority 127
Delegation 127
Line and Staff Responsibilities 128
Staffing the Foodservice Department 128
Determination of Employee Staffing Needs 128
Job Analysis 129
Work Division and Job Enrichment 133
Determination of Staff Size 134
Preparation for Outside Consultants 136
Scheduling Work in a Foodservice Department 136
Flexible Schedules 138
Master Schedules 138
Other Schedule Types 138
Computerized Scheduling 139
Managing Time Effectively 141
Prioritizing Work 141
Setting Limits 143
Summary 143
Key Terms 144
Discussion Questions 144
CHAPTER 7: Communication 145
Learning Objectives 145
Communication Process 146
Communication Barriers 147
Methods of Communication 149
Verbal Communication 149
Written Communication 154
Rules for Effective Communication 157
Listening 158
Channels of Communication within Organizations 159
Upward Communication 159
Downward Communication 159
Horizontal Communication 159
Grapevine 159
Summary 161
Key Terms 161
Discussion Questions 161
CHAPTER 8: Human Resource Management 163
Learning Objectives 163
Laws That Affect the Employer-Employee Relationship 163
Equal Employment Opportunity Legislation 164
Compensation and Benefits Legislation 166
Health and Safety Legislation 168
Immigration Reform Legislation 168
Role of the Human Resource Department 169
Preparing a Personnel Requisition (Request for Employee) 171
Recruiting Qualified Applicants 171
Taking Applications 172
Screening Applicants 172
Interviewing Applicants 173
Background Check 174
Making the Final Hiring Decision 175
Arranging for a Physical Examination and Other Tests 176
Personnel Records 176
Conducting a New Employee Orientation Program 176
Training 178
Understanding the Instructor’s Role 178
Conducting Individual Training Programs 179
Conducting Group In-Service Training Programs 179
Maintaining Records of Individual and Group In-Service Training Programs 183
Summary 185
Key Terms 185
Discussion Questions 186
CHAPTER 9: Human Resource Management 187
Learning Objectives 187
Cultural Diversity of the Workforce 187
Need for Policies and Procedures 188
Barriers to Diversity 188
Performance Evaluation Systems 188
Developing and Using the Performance Appraisal Form 188
Before the Appraisal 189
Conducting Verbal Performance Reviews 189
Other Methods for Appraisal Performance 190
Competence 190
Coaching for Peak Performance 191
Create a Game Plan 191
Conduct the Coaching Session 191
Follow-Up Coaching Efforts 192
Mentoring 193
Employee Assistance Programs 193
Personnel Records 193
Personnel Policies and Procedures 194
Developing a Foodservice Department Employee Handbook 194
Maintaining Positive Approach to Corrective Action 195
Following Grievance Procedures 198
Dismissal: Nondisciplinary 200
Dismissal for Cause 200
Conducting Exit Interviews 200
Reducing Employee Turnover 200
Reducing Absenteeism 202
Compensation and Benefits Administration 203
Role of the Human Resource Department in Compensation Administration 203
Role of the Foodservice Director in Compensation Administration 203
Benefits Administration 204
Recognition and Awards Programs 204
Labor Relations 204
Summary 205
Key Terms 205
Discussion Questions 205
CHAPTER 10: Management Information Systems 207
Learning Objectives 207
Information Concepts 207
Distinguishing Data from Information 207
Measuring the Value of Information 208
Characterizing an Effective MIS 208
Information Management 208
Manual Systems 208
Computer-Assisted Systems 208
Computers in Foodservice Operations 209
Purchasing, Inventory, and Receiving 209
Ingredient File 209
Recipe Filing 209
Menu Preparation and Analysis 221
Human Resources—Labor 221
Forecasting 221
Nutrient Analysis 221
Financial Management 221
Clinical Management 221
Menu Planning 221
Special Reporting 221
Management Issues 222
Software Review 222
Hardware and Telecommunications Review 222
Database Review 222
Personnel 222
Procedures 222
Final Word 222
Summary 223
Key Terms 223
Discussion Questions 223
CHAPTER 11: Control Function and Financial Management 225
Learning Objectives 225
Financial Management Systems Model for Health Care Foodservice Operations 226
Types of Control 226
Effective Control Systems 227
Control Process 227
Financial Control and Management 229
Budgets as Tools for Financial Control and Management (This Is Important) 229
Preparation of the Operating Budget 230
Budgetary Control 239
Financial Records and Reports 243
Processing Element 251
Characteristics of Processing 251
Activities of Processing 252
Essential Components of Processing 252
Journalizing 252
Summary 253
Key Terms 253
Discussion Questions 253
PART TWO: Operation of the Foodservice Department 255
CHAPTER 12: Environmental Issues and Sustainability 257
Learning Objectives 257
Sustainability 257
Solid Waste Management 258
Waste-Stream Analysis 261
Hazardous Waste Management 267
Energy Utilization and Conservation 270
Energy Measurement and Rates 270
Energy Management Program 270
Clean Air Legislation 271
Tips to Save on Fuel Costs 276
Water Conservation 276
Clean Water Legislation 276
Bottled Water 277
Ice 277
Summary 277
Key Terms 277
Discussion Questions 278
CHAPTER 13: Microbial, Chemical, and Physical Hazards Temperature Control
Learning Objectives 279
Contamination by Microbial Hazards 280
Bacteria 281
Viruses 285
Parasites 285
Potentially Hazardous Foods 287
Food-Borne Illnesses 288
Food-Borne Infections 288
Food-Borne Intoxications and Toxin-Mediated Infections 288
Other Food-Borne Illnesses 289
Emerging Pathogens 290
Campylobacter Jejuni 290
Listeria Monocytogenes 290
Vibrio 291
Viruses 291
Enterohemorrhagic Escherichia coli 0157:H7 292
Food Additives, Food Preservatives, and Food Allergens 293
Food Allergens 293
Crisis Management 294
Chemical Hazards 296
Chemical Contamination 296
Naturally Occurring Chemical Hazards 296
Thermometers 298
How to Calibrate a Thermometer 299
Other Temperature-Measuring Devices 300
Temperature Logs 301
Summary 302
Key Terms 302
Discussion Questions 302
CHAPTER 14: HACCP, Health Inspections, Environmental Sanitation, Food Code, and Pest Control 303
Learning Objectives 303
Hazard Analysis Critical Control Point (HACCP) 303
Implementing HACCP 303
What Is Hazard Analysis Critical Control Point—HACCP? 304
Foodservice Systems and HACCP 305
Federal, State, and Local Rules and Regulations 317
Federal Regulatory Agencies 317
Other Organizations 317
Surveys by Governing Agencies 317
Health Inspections 317
Health, Hygiene, and Clean Work Habits 318
Environmental Sanitation 320
Using Cleaning Compounds 321
Using Germicides and Sanitizers 323
Cleaning Equipment 323
Cleaning and Sanitizing Utensils and Service Ware 323
Storing Equipment and Utensils 325
Self-Evaluation of Sanitary Conditions and Practices 325
Pest Control 325
Summary 327
Key Terms 327
Discussion Questions 328
CHAPTER 15: Safety, Security, and Emergency Preparedness 329
Learning Objectives 329
Safety 329
Accidents and Injuries 330
Risk Management 332
Working Conditions 332
Occupational Safety and Health Administration 333
Work Safety Policies and Procedures 344
Safety Training and Self-Inspection of Safety-Training Programs 344
Fire Safety and Prevention 344
Fire Drills 349
First Aid 349
Workplace Violence 349
Security 350
Internal Security 350
External Security 351
Disaster and Emergency Preparedness Planning 352
Design of the Disaster Plan 352
Foodservice Department Disaster Plan 354
Ergonomics 358
Summary 359
Key Terms 359
Discussion Questions 359
CHAPTER 16: Menu Planning 361
Learning Objectives 361
Planning Considerations 362
Food Preferences 362
Nutrition Requirements 363
Budget Allocations 365
Availability and Skills of Foodservice Workers 365
Preparation and Scheduling Requirements 365
Marketplace Conditions 366
Production and Service Systems 366
Space and Equipment 366
Menu Specifications 367
Target Markets 368
Meal Plan 368
Menu Pattern 368
Printed Menus 369
Types of Menus 369
Menu-Planning Process 370
Patient Menus 370
Other Types of Service Menus 374
Nonpatient Menus 376
Menu Format 377
Patient Menus 377
Nonpatient Menus 377
Pricing Strategies 377
Pricing Considerations 377
Pricing Methods 377
Other Pricing Considerations 380
Menu Evaluation 380
Menu Features 380
Menu Performance 381
Computer Applications 382
Summary 383
Key Terms 384
Discussion Questions 384
CHAPTER 17: Product Selection 385
Learning Objectives 385
Product Standards 387
Legislation 387
Meat and Meat Products 388
Meat Inspection 389
Meat Grades 389
Market Forms of Meats 391
Meat Specifications 392
Processed Meat 393
Game Meats 393
Seafood 393
Fresh Fish 395
Frozen Fish 396
Shellfish 396
Market Forms of Fish and Shellfish 396
Specification for Fish and Shellfish 396
Canned Fish 397
Poultry 397
Market Forms of Poultry 397
Poultry Specifications 397
Eggs and Egg Products 398
Grades of Shell Eggs 398
Weight and Size of Shell Eggs 398
Price Consideration in Purchasing Eggs 399
Egg Products 399
Specification for Eggs and Egg Products 399
Milk and Other Dairy Products 399
Grades of Milk 401
Forms of Milk and Dairy Products 401
Specifications for Milk and Milk Products 402
Nondairy Substitutes for Milk and Cream 403
Natural, Processed, and Imitation Cheeses 403
Varieties of Natural Cheese 403
Processed Cheese 404
Imitation Cheese 405
Cheese Specifications 405
Fruits and Vegetables 405
Grades of Fruits and Vegetables 405
Net Weights of Canned Fruits and Vegetables 406
Classification of Vegetables 406
Exotic Vegetables 406
Consideration in Buying Fruits and Vegetables 406
Various Types of Vegetables 407
Types of Fruits 409
Fruit and Vegetable Specifications 411
Dehydrated Fruits and Vegetables 411
Fats and Oils 412
Animal Fat—Lard 412
Animal Fat—Butter 412
Vegetable Oils 413
Oils and Shortening for Deep-Fat Frying 413
Fat and Oil Specifications 413
Margarine 413
Grains and Cereals 413
Types of Flour 414
Rye Flour 414
Soy Flour 414
Organic Flour 414
Other Flours 414
Flour Specifications 414
Other Grains 414
Types of Pasta 415
Corn and Cornmeal 415
Types of Rice 415
Breakfast Cereals 416
Other Staples 416
Nuts 416
Edible Flowers 416
Herbs and Spices 417
Beverages 417
Coffee 417
Tea 417
Cocoa 418
Specifications for Other Staples 418
Small Equipment and Utensils 418
Measuring Devices 418
Pans 418
Knives 419
Cutting Boards 419
Scales 419
Thermometers 419
Portioning Utensils 419
Service Supplies 420
Summary 420
Key Terms 421
Discussion Questions 421
CHAPTER 18: Purchasing 423
Learning Objectives 423
General Purchasing Guide for Food Supply Buyer 424
Regulation 424
Trends Influencing Purchasing Decisions 425
Continuous Quality Improvement 426
Technology 426
Distributors’ Changing Product Line 426
Changing Role of Distributors’ Sales Representatives 427
Food Marketing and Wholesaling 427
Marketing System 427
Wholesaling 428
Make or Buy 428
Value Analysis 429
Procurement Process 429
Buyer’s Responsibilities 429
Buyer’s Qualifications 430
Steps in the Foodservice Procurement Process 431
Evaluating Products 435
Yields 437
Common Mistakes Made in Purchasing 437
Order Receipt, Storage, and Issuance of Items 437
Purchasing Methods 438
Group Purchasing Organizations 438
One-Stop Purchasing or Single Sourcing 439
Prime Vendor Agreements 439
Just-in-Time Purchasing 439
Centralized Purchasing 440
Contract and Noncontract Purchasing 440
Supplier Selection and Relations 442
Selection 442
Buyer-Supplier Relations 443
Basic Purchasing Guidelines 443
Purchase of Food Supplies 444
Computer-Assisted Procurement 444
Ethics 444
Summary 445
Key Terms 446
Discussion Questions 446
Endnote 446
CHAPTER 19: Receiving, Storage, and Inventory Control 447
Learning Objectives 447
The Supplier 447
Receiving Procedures 448
Invoice Receiving 450
Blind Receiving 450
Security 452
Storage Procedures 452
Refrigerated Storage 452
Low-Temperature Storage Maintenance 455
Inventory Control Procedures 457
Issuing of Food and Supplies 457
Record Keeping 458
Inventory Turnover 461
Shrinkage 461
Inventory Control Tools 461
Computerized Inventory Management System 462
Accounting Process 463
Other Payment Methods 464
Summary 464
Key Terms 464
Discussion Questions 464
CHAPTER 20: Food Production 465
Learning Objectives 465
Food Production Systems 466
Cook-and-Serve System (Conventional) 466
Cook-and-Chill and Cook-and-Freeze Systems 468
Assembly-and-Serve System 469
Production Forecasting 470
Forecasting Techniques 470
Designing a Forecasting System 471
Production Schedules 471
Sequencing 471
Production Meetings 471
Production Monitoring 471
Portion Control 473
Standardized Recipes 473
Recipe Files 474
Elements of Recipe Standardization 474
Ingredient Control 478
Food Production System 479
Meat 481
Poultry 485
Fish and Shellfish 487
Eggs and Egg Products 490
Cheese 492
Milk 492
Vegetables 493
Starches 494
Sandwiches 495
Salads 496
Fruits 497
Breads 497
Soups 498
Sauces 498
Desserts 498
Beverages 500
Two-Spoon Tasting Technique 501
Spices and Herbs 501
Summary 502
Key Terms 503
Discussion Questions 503
Appendix 20.1 504
A Culinary Glossary 504
CHAPTER 21: Distribution and Service 507
Learning Objectives 507
Customers 507
Meal Service Systems 509
Patient Meal Service 509
Resident Meal Service 515
Nonpatient Meal Services 517
Standards 520
Customer Satisfaction 520
Other Methods 523
Plate-Waste Studies 523
Enhancing Customer Satisfaction 523
Department Review 523
Summary 523
Key Terms 524
Discussion Questions 524
CHAPTER 22: Facility Design, Equipment Selection, and Maintenance 525
Learning Objectives 525
Facility Planning and Design 525
Composition of the Planning Team 526
Planning Process 526
Equipment Selection 537
Factors Affecting Equipment Selection 537
Storage Equipment 539
Food Production Equipment 541
Meal Service Equipment 547
Dining Areas 549
For Patients or Residents 549
For Employees and Guests 549
Ware-Washing Equipment 551
Equipment Advances with the Use of Technology 552
Housekeeping Equipment 553
Equipment Selection and Purchasing 553
Training Employees on Safety and Sanitation 554
Equipment Maintenance and Record Keeping 554
Summary 557
Key Terms 558
Discussion Questions 558
References 559
Index 571
| Erscheint lt. Verlag | 20.11.2012 |
|---|---|
| Reihe/Serie | J-B AHA Press |
| J-B AHA Press | J-B AHA Press |
| Sprache | englisch |
| Themenwelt | Sachbuch/Ratgeber ► Essen / Trinken |
| Medizin / Pharmazie ► Allgemeines / Lexika | |
| Medizin / Pharmazie ► Gesundheitswesen | |
| Medizin / Pharmazie ► Pflege | |
| Weitere Fachgebiete ► Handwerk | |
| Schlagworte | Ãffentlicher Gesundheitsdienst u. Gesundheitspolitik • Ernährung • Ernährung • Food service for health care institutions and electronic medical records, ethics of food service for health care institutions, professional development for food service workers for health care institutions, management of food service for health care institutions, leadership and food service for health care institutions, marketing and food service for health care institutions, quality management of food service for health care institutions, decision making for food service for health care institutions, time • Gastronomiebetrieb u. -management • Gesundheits- u. Sozialwesen • Gesundheitswesen • Health & Social Care • Hospitality • Hotelgewerbe, Gastronomie u. Touristik • Öffentlicher Gesundheitsdienst u. Gesundheitspolitik • Public Health Services & Policy • Restaurant & Food Service Management |
| ISBN-10 | 1-118-22052-8 / 1118220528 |
| ISBN-13 | 978-1-118-22052-8 / 9781118220528 |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
| Haben Sie eine Frage zum Produkt? |
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