Exam 1- Org & Mngt
Terms
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- What is foodservice
- All establishments where food is regularly served outside the home
- What is Quantity food production
- Preparing large amounts of food to serve outside the home.
- What is considered a Commercial Foodservice
-
-Full service
-Fast Foods
-Cafeterias
-Catering
-Snack Bars
-Lodging
-Transportation - What percentage is Commercial Foodservices and what percentage is Non-Commercial Foodservices in the Foodservice industry
-
75%- Commercial
25%- Non-Commercial - What are some charateristics of the Commercial Foodservice
-
-Customer makes the choices
-Owners are concerned about profit
-Big turnover - What businesses are considered a Non-Commercial Foodservice
-
-Schools
-Colleges
-Hospitals
-Nursing Homes
-Vending
-Military - What are some characteristics of the Non-Commercial Foodservice
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-Customers have limited choice where to eat
-Focus on meeting nutritional needs - What are the 3 biggest CONTRACT management companies
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1) ARAMark
2) Sodexho
3) Compass -
Trends:
Contract Management Companies -
-Expanding business
-Consolidation at the top
-Incr. mgnt of military and sports/recreation
-Online services for customer -
Trends:
Business and Industry -
-Reduction is subsidies
-Incr. emphasis on cost-effectiveness
-Labor costs a concern
-Expanded menus, services, and technology
-Compeditive pricing -
Trends:
Primary Schools -
-Move to incr. breakfast sales
-Regulation of compeditive foods
-Promotion of veggies, fruits, and milk
-Improved marketing techniques -
Trends:
Colleges/Universities -
-Expaned operating hours
-Vegetarian, organic, and sustainable menus
-Flexible meal plans
-Smartcards, online payments -
Trends:
Healthcare -
-Incr. nonpatient meals
-Expansion & renovations
-Customer Satisfaction
-Spoken menues and room services
-emergency preparedness (3 days worth)
-Growth and continuing care -
Key Issues:
Primary Schools -
-childhood obesity
-Mandatory School Wellness Policy
-Sale of Compeditive Foods -
Key Issues:
Colleges/Universities -
-Rising Enrollment
-Increased Tuition
-Changing demographics -
Key Issues:
Health Care -
-Hospital merges
-Cut backs
-staff cuts
-Cuts in government funding (Medicare/Medicaid) -
Trends:
Military -
-Contract Mgnt
-Better quality menus -
Trends:
Correctional -
-Cook-chill
-standardizes -
Acronym:
JCAHO - Joint Commission on Accreditation of Healthcare Organizations
- What is JCAHO and what does it focus on
-
-Private non-governmental organization that sets standards for healthycare
-Focus on the education & training of pt and families, training of staff, leadership of directors, and methods of quality improvement - Who's to blame for incr. health care costs?
-
-Consumers
-Physicians
-Hospitals
-Technology
-Fed. Gov.
-The lack of competition to Incr. the effeciency & productivity in healthcare - What is being done to improve the delivery of healthcare?
-
-Flattening of Org. structure
-Redesigning tech. services
-Improving admission/discharge procedure
-staff cross-training
-reduced length of stay
-benchmarking
-building high performance teams - What are the 4 Generations of Time Management
-
1)Notes and Checklist
2)Calendars and appointment books
3)Notes, checklist, calendars, appointment books, + setting priorities and clarifying values
4)Mgnt. of self-focus on preserving & enhancing relationships & get results - What is the difference between URGENT and IMPORTANT
-
Urgent- requires immediate attention and has highly visible demands on time
Important- contributing to your mission, values, and high priority goals - How many quarents are there and which one is where we want to be
-
-4 quadrents
-quadrent II- Important, Not Urgent - How do you organize in quadrent II
-
1)Identify roles
2)Select goals
3)Schedule
4)Daily adapting - What are the 7 biggest time wasters
-
1)Excessive telephone calls
2)Unnecessary meetings
3)Unexpected Visitors
4)Paperwork
5)Fire fighting and emergencies
6)Procrastination
7)Socializing & Idol Conversation - What are the components of each quadrent
-
QI-Urgent & Important
QII-Not Urgent & Important
QIII-Urgent & Not Important
QIV-Not Urgent & Not Important -
Defintion:
Ethics -
-Principles of conduct governing an individual or business
-Views, attitudes, and practices about what is right or wrong - What are some ethical issues Dietitians face in the Clinical Setting
-
-Patient Rights
-Patient Confidentiality
-sales of supplements
-Removal of life support - What are some ethical issues that Dietitians face in the Business Setting
-
-Sales of products that are unethical
-Purchasing
-Human Resource Management - What are some ethical issues that Dietitians face in the Research Setting
-
-ethical treatment of humans and animals
-conduct research impartially
-accurate presentation of results
-Review committees for grants, presentations and publications must be fair - What are some ethical issues that Dietitians face for students
-
-Cheating on exams
-Plagiarism on written papers - How does the ADA handle an ethics complaint
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1)Complaint must be submitted in writting within a year of the incident
2)Chair of the ethics committee revies the compl.
3)Respondent is notified
4)Ethics committee reviews complaint
5)Committee holds a hearing
6)Appeals
7)Confidentiality procedures - What are the parts of the Ethics Hearing
-
-Acquittal
-Recommend education
-Censure
-Suspension
-Expulsion
-Revocation of credentials - What are 5 questions to ask yourself to see if your action is ethical
-
1)Is the decision legal
2)Is the decision fair
3)does the decision hurt anyone
4)Have I been honest with those affected
5)can I live with my decision -
Definition:
ADA for Leadership - the ability to inspire and guide others toward building and achieving a shared vision
-
Definition:
House for Leadership - ability of an individual to influence, motivate, and enable others to contribute toward the effectiveness and success of the organization
-
Definition:
Management - the process of reaching organizational goals by working with people and other organizational resources
- What are the Management Functions
-
1)Planning-occurs at every level and is the first step
2)Organizing-staffing and work activities
3)Leading or Influencing-guiding and motivating towards org. goal
4)Controlling-setting standards and measuring/comparing/adjusting performance - What are some differenced between Leaaders and Managers
-
Leaders-Do the right things, develope people & trust, and give trust and empowerment
Managers-Do things right and are more controling and direct, & their system is structured - What are the 3 roles of Managers
-
1)Interpersonal-figure heads
2)Informational-Mentors
3)Decisional-negotiator - What "8M's" of the resources managers manage
-
1)Men
2)Minutes
3)Machines
4)Money
5)Methods
6)Materials
7)Market
8)Motivator - What are the 5 approaches to Leadership
-
1)Trait
2)Behavior
3)Power/Influence
4)Contingency/Situational
5)Reciprocal -
Categories of approaches to Leadership:
Trait -
Surgency-extroversion, energy
Conscientiousness-dependability, integrity
Agreeableness-optimism, helpfulnes
Adjustment-self-esteem, self-control
Intelligence-inquisitive, open minded -
Categories of approaches to Leadership:
Behavior -
Employee: concerns/developement/recognition for subordinates
Task: Emphasis on performance & tech. aspects
Consideration: Friendship/relationships, mutal trust, respect, & decision making
Initiating struc.: Defining work and performance expectations, emphasis on goals -
Categories of approaches to Leadership:
Power/Influence -
-Position/Legal power
-Expert power
-Interpersonal/Referent power
-Reward power
-Coercive/Punitive power -
Categories of approaches to Leadership:
Contingency/Situational -
-Forces in the managers
-Forces in the nonmanagers
-Forces in the situation -
Categories of approaches to Leadership:
Reciprocal -
-Transactional: rewards & punishment
-Transforamtional: inspiration, intellectual stimulation, indiv. consid.
-Servant Leadership: 1st servant to others and 2nd leader - What are the manager's responsibilities in participative management
-
1)training & developing
2)Shared decision making
3)Team building
4)Compensating & Rewarding
5)Remove obstacles
6)Effective communication - What is the 5 Dementional Theory in Situational Approaches to Leadership
-
1) Retaining control Vs. Sharing control
2)High task concern vs. Low task concern
3)High person concern vs. Low person concern
4)Explicit expectation vs. Implicit expectations
5)Cautious vs. Venturous decision making -
Definition:
Motivation - the process by which individuals are stimulated to act on their needs, desires, and drives
- In the Pyramid of Maslow's Heirarchy of Needs, what are the levels
-
TOP to BOTTOM
Self-actualization
Esteem
Social
Safety
Physiological - What is a Hygiene factor and what are some examples
-
-Prevent job dissatisfaction
Examples: Job security, salary & benefits, peer interaction, good working conditions - What is a Motivation factor and what are some examples
-
-Used to motivate employees
Examples: Responsibility, recognition, advancement, challenging work, etc... - What are the 3 things Managers may need depending on their personallity
-
1)Need for achievement
2)Need for power
3)Need for affiliation - What types of Reinforcement strengthen a behavior
-
-Positive
-Advoidance - What types of Reinforcement weakens a behavior
-
-Punishment==> may lead to anger
-Extinction - What are some roadblocks to Participative Management
-
-Lack of support from Admin.
-Employee skepticism & lack of skill
-Culutre difference
-Job insecurity
-Unwillingness - What are 3 ways a person can communicate
-
-Nonverbal
-Speaking
-Writing - What are some communication barriers
-
-Environment
-Experiential
-Behavior
-Culture - What are the Advantages & Disadvantages of Verbal Communication
-
Adv:
-Prompt feedback
-Body Language, tech. skill not required
Dis:
-No written record
-No time for reflextion
-Environmental Distractions - Name the ways to get people to stop talking
-
-Get their attention
-Back-track
-Nod
-Redirect Conversation
-Ask closed ended questions - What is the 5-step process to deal with complainers
-
-Listen and let them talk
-Acknowledge their complaint
-Ask for ideas
-Ask them how they want it to be resolved
-Ask/tell their next step - What are 7 things needed in a business meeting
-
1)Clearly defined goals of meeting
2)Time to accomplish goals determined
3)attendies decided
4)format determined
5)Strategy plan
6)Agenda
7)Record meeting minutes - What are the Advantages & Disadvantages of Written Communication
-
Adv:
-Written record
-Message can be sent at any time
Dis:
-Takes longer to get to reciever
-delayed feedback - What are some rules for Effective Communication
-
-Plan the Message
-Determine Appropriate Lang.
-Be honest, accurate, and aware of body lang.
-Be sensitive to reciever
-Keep setting appropriate
-Encourage feedback - What are some rules for Effective Listening
-
-Be attentive
-Be Open-minded
-Develope empathy
-wait before responing
-observe nonverbal cues
-listen to whole message
-keep distractions to a minimum - What are the different channels of communication
-
-Upward
-Downward
-Horizontal
-Grapevine -
Definition:
Planning - Determining organizational goals and objectives and developing procedures to reach them
-
Definition:
Goal - Describes what an organization hopes to accomplish over the long term
-
Definition:
Objectives - Specific statements of how an organization intends to accomplish the goals
-
Definition:
Strategies - Precise action plans for achieving goals and objectives
- What are the 3 types of Organizational Planning
-
1)Strategic Planning
-long range
2)Operational Planning
-immediate range
3)Performance Planning
-for individual - What are the 3 Phases in Strategic Planning
-
Phase 1:
Data Gathering & Analysis, includes SWOT, and Mission & Vision statements
Phase 2:
Establishing goals, objective, strategies, & plan
Phase 3:
Implementing, evaluating, modifying - What the things in Operational Planning
-
Standing Plans
-Policies
-Procedures
-Rules
Periodic Dept. budget
-Operating
-capital
-Cash
Periodic dept. Business Plan
-Developed AFTER goal & objec
-Executive summary - What are 6 things that should be included in a Policy
-
1)Subject
2)Statement of Purpose
3)Effective Date
4)Area of Responsibility
5)Accountable Persons
6)Detailed specific issues and standards - What are 5 components of a business plan
-
1)Market Strategy
2)Production/Service Strategy
3)Research/Develp. Strategy
4)Organ./Mngt Strategy
5)Financial Strategy -
Definition:
Gantt Chart - A scheduling technique that shows a timeline of sequential activities
-
Definition:
PERT -
Program Evaluation and Review Technique
Used to plan complex projects and determines critical path for efficient scheduling of activities - What are the 6 components/characteristics of an Objective
-
1)Specificity
2)Conciseness
3)Time dimention
4)Reality
5)Described Method
6)Value dimetion that relates to Mission/Vision - What are the 3 critical elements for Decision Making
-
1)Authority or freedom to take action
2)Knowledge of the situation under consideration
3)Motivation to make the decision - What are the 6 steps in the Decision Making Process
-
1)Define the Problem
2)Gather Data
3)Identify alternative solutions
4)Evaluate relative value of alternatives
5)Implement best choice
6)Evaluate Decision - What are the Advantages and Disadvantages of Team Decision Making
-
Adv:
-Culmative Knowledge & Experience
-More alternative solutions
-Greater motivation
-Creates a stronger working team
Dis:
-Time consuming
-No one assuming responsibility
-Fear can discourage creative ideas - What are the 4 Positive Coaching Challenges
-
1)Active Listening
2)USED Model
3)Positive Feedback
4)Constructive Feedback -
Definition:
USED - Understanding, Showing, Experiencing, and Doing
-
Definition:
Organization - Developing a formal structure to divide, define, and coordinate
- What are the different types of Committees or Work Teams
-
1)Ad Hoc- short term, specific
2)Standing Committee- Longer
3)Task Force- short term, from different departments
4)Project teams
5)cross-functional- same level employees but diff departments
6)Virtual teams - What are the 4 stages that a team goes through
-
Stage 1:
Orientation
Stage 2:
Dissatisfaction
Stage 3:
Resolution
Stage 4:
Production - Name some characteristics of an Effective Team
-
-Clear Role and Purpose
-Interpersonal Relationship
-Member empowerment
-Open/Honest Communication
-Participation
-High performance and motivation
-risk taking
-accountability
-specific goals - What are the different components of an Organizational Chart
-
1)Chian of Command
2)Unity of Command
3)Departmentalization
4)Lines of communication
5)span of Control
6)Line vs. Staff employees - What are the 3 types of Organizational Chart
-
1)Functional-hierarchical
2)matrix model
3)Bubble Diagram - What is the difference between Job Description and Job Specification
-
Description- written tasks to be performed and how they are accomplished
Specification-Qualifications required of employee performing the task - What is required on a Job Description/Specification
-
-Job title and classification
-responibilities
-statement of minimum stnd of performance for each task
-description of work envir.
-opportunities for promotion
-min. qualifications - What are the school programs
-
-School Lunch Program
-School Breakfast Program
-Special Milk Program
-After School Lunch Program - What level of poverty is required for free lunches
- Family's income is less than 130% of poverty
- What level of poverty is required for reduced lunches
- Family's income is between 185% and 130% of poverty level
- Who determines the Poverty Guidlines
- Office of Management & Budget
- What are the 5 types of menu planning
-
1)Traditional Food-based
2)Enhanced Food-based
3)Nutrient standard (NuMenus)
4)Assisted nutrient standard
5)Alternate approach - What are the 5 food groups offered in the Traditional/Enhanced Food-based menus
-
-Meat or meat alternative
-Milk
-Veggies
-Fruits
-Bread/Grain - What are the 3 food groups offered in the NuMenus
-
-Entree
-milk
-1 other item - What is the "Offer vs. Serve" and why was it implemented
-
A program designed to lesson food waste and give autonomy to students eating school meals
-Increase satisfaction
-Decrease food waste
-Decrease food cost - What nutritional requirements are in the SLP
-
1/3 of calories for age group
1/3 of RDAs for protein, calcium, iron, vitamin A & C - What nutritional requirements are in the SBP
-
1/4 of daily calories for age group
1/4 of RDAs for protein, calcium, iron, vitamin A & C -
Definition:
Competitive Foods -
foods of minimal nutritional value offered at the schools
-A la carte
-vending
-school stores
-snack bars - What are the requirements of the Local Wellness Policy
-
-Goals for Nut. Ed.
-Goals for Phys. Ed.
-Nut. Guidlines for all food sold on campus
-Establish a plan for measuring outcomes
-Must include parents, students and others - what are some problems in the Foodservice workforce
-
-Lack of English Language speaking skills
-Competition
-High turn-over rates (50%+ managers, 100-125% staff)
-Low pay and limited benifits - What are the 4 Classifications for Food service Employees
-
-Careerist
-Undecided
-Passing Through
-Misplaced -
Definition:
EEO -
Equal Employment Opportunity
Forbids discrimination on the basis of race, color, religion, sex, disability, pregnancy, national orgin, gender -
Definition:
EEOC -
Equal Employment Opportunity Commission
1964, Covers hiring, dismissal, work reductions, layoffs, disciplinary actions, compensation, access to training & advancement -
Definition:
Affirmative Action - Employers must seek out, hire, and advance reasonably qulified individuals from under-represented groups
-
Definition:
Glass Ceiling - Invisible barrier that may prevent women and minorities from achieving top-level positions
- What are some Compensations and Benifits given to workers
-
-Social Security
-Fair Labor Standards Act (min. wage & overtime)
-Equal Pay Act
-Unemployment Insurance
-Workers' Compensation Insurance (work accidents or illnesses)
-Family and Medical Leave Act -
Definition:
HIPPA -
Health Insurance Portability & Accountability Act
Provided for portability and continuity of health insurance coverage - What are the Standards for privacy and protected health info
-
-Genetic Info
-Healthcare plan
-Amount of premiums/health insurance
-work status
-enrollment in Medicare - What is the Purpose of the Immigration Reform & Control Act
- To stop unlawful employment of unauthorized aliens in the US Employers must verify documents and maintain records that prove legal rights of applicant to work.
- What are the advantages and disadvantages for INTERNAL recruitment
-
Adv:
-Improved employee morale and motivation
-less expensive method
-already familiar with the organization
Dis:
-may not have appropriate job skills
-lack of new ideas - What are the advantages and disadvantages for EXTERNAL recruitment
-
Adv:
-New ideas
-variety of applicants
Dis:
-More expensive
-time-consuming
-unfamiliarity with the organization - What is the steps for hiring
-
1)Recruitment
2)Application & Screening
3)Interviewing
4)Hiring
5)Orientation
6)Training
7)Performance Evaluation - What are some factors contributing to an employee's performance
-
-Quality of work
-Quantity of work
-Good relationship with co-workers
-Attendance
-Work habits
-Personal Hygiene
-Employee's initiative - What are some causes for employee turnover
-
-selecting wrong person for the job
-poor orientation
-insufficient training
-lack of teamwork
-ongoing unresolved conflicts
-poor supervision
-lack of opportunity for advancement
-personal reasons -
Formula:
Turnover rate = - (# of separations per yr. x 100)/(Avg. # payroll employees)
-
Formula:
Absenteeism rate = - (# wkdays lost per pay period)/(Avg. # employees x # wkdays x 100)
-
Acronym:
OBRA -
Omnibus Budget Reconcilliation Act
Nursing home reform by Health care Financing Administration (HCFA) with 50% dealing with nutrition and food service