Domain III: Management

what are the four basic functions of management

planning
organizing
leading
controlling
From inman: planning, organizing, staffing, directing, controling/evaluating

Management directs its efforts towards following _____________....these serve as motivators, provide direction

obectives

______ are general decision-making guides, boundaries within you must operate (for example: all customer complaints will be addressed within one day)

policies

____________ are chronological sequence of activities, specific guide for daily operations (how to run the dish machine)

procedures

short range planning (aka operational planning) encompasses plans made up to ______ year

1

whats an example of something under operational (short term within 1 year) plan

operational budget -- projected in days, weeks, months

Long term planning encompasses up to _____ year cycle

5 year cycle
focus on goals and objectives
requires a mission statement of long range vision

___________ is decisions about intended future outcomes and how success is measured and evaluated... this uses SWOT analysis and assesses the enviornment inside and outside the organization

Strategic planning

HAZMAT stands for

hazardous materials
HAZMAT signs and OSHA signs need to be posted

what are organizational charts

used in the function ORGANIZING of managment to help organize authority, etc. Basically this is just a diagram/tree of who people work under (think of what Amy Jacobsmeyer showed me at Barnes)
Con: doesn't show LEVEL or degree of authority ...
Advisory (s

what is chain of command type of organizational plannign

kinda like an organizational chart -- starts with top and shows top to lowest level of authority (starts w one person and extends downward)

what are staff/advisory personnel

they advise and support the line but do not get involved day to day ...for example maybe the consultant dietitian at the nursing home....or the speech pathologist in a dietitian clinic

_________-is the number of indv or dept under the directoin of one indv

span of control

whats the diff btw narrow span and wide span of management

with a narrow span, you'll have a "taller tree" -- you need more managers as you hire more personnel
whereas with a wide span, you have fewer levels and a "wider tree" ...used w highly trained and highly motivated worker

meal equivalent is a measure of __________

productivity

how do you calculate meal equivalent

(total food sales) / (avg cost per meal)

a __________ schedule serves as an overall plan....includes days on and off, vacation, basis for devloping weekly schedules

master

a ________ schedule illustrates staffing patterns for a particular operation; positions and hours worked, number of days worked per week and relief assignments
usually expressed as "weekly

shift schedule
i.e. shows 8am-5pm assignments for each worker

a _________ schedule illustrates time sequencing of events required to produce a meal.... employee assignemtns and menu items, quantity to prepare and the timing (what to do when)

production schedule

what are the three main types of schedules

master
shift
production

whats the difference between absolute FTE and adjusted FTE

absolute FTE: the minimum employees needed to staff the facility ...it counts the number of hours an employee is required to be on site WHEREAS an adjusted FTE takes into account benefits and days off

approx ______ employees are necessary for everyday coverage of full time positions.... due to benefit days and days off -- full time employees generally are available an average of only 236 days per year because of days off and benefit days (129 days off)

1.55

So, using the factor to account for employees for more realistically how many days they work (356-129 = 236 days), how would you calculate to get the number of relief workers you need

multiply the FTEs by .55
this will tell you how many you need to cover 356 days/year

If you have 20 FTEs, how many relief employees will you need?
This leads to a hiring of how many total employees?

20 x .55 = 11 relief employees
20+ 11 = 31 actual workers

A relief worker can cover the "days off" of a _____ full time worker each week

2.5
5 days on/2 weekend days = 2.5

what is work simplification

its purpose is to eliminate the unnessary parts of job and those that add not value
looks at the SMALLEST parts of the jobs-- such as hand movements, steps take, walk pathways
increases productivity and decreases cost

work simplification has the power to influence productivity and costs in what way

increase productivity and decrease costs

what are some examples/types of work simplification proceudures

motion economy
occurrence sampling
pathway chart or flow diagram
operation charts
process charts
cross charts

this is a type of work simplification procedure.... it involves REDUCING MOTION and time required... it involves using the shortest and straightest routes to move materials. movements should be simultaneous, symmetrical, natural, rhythmic, habitual.

motion economy

this is a type of work simplification procedure.... it involves observing random samples intermittently to determine percentage of time either working OR idle

occurrence sampling

this type of work simplification procuedure involves a scale drawing showing path of a worker during a processes

pathway chart or flow diagram

this type of chart shows movement of hands, reduces transportation and re plan work areas (work simplification)

operation charts

this type of chart looks at steps involved in process using symbols

processes charts

this type of chart looks at the efficiency of equipement placement, studies work motions, shows number of movements btw pieces of EQUIPMENT

cross charts

cross charts deal w

equipment

process charts deal with

symbols and steps in a process

operation charts deal with

hand movement and motions

pathway charts deal with

path of a worker during a process

in productivity management, you are measuring and trying to increase

efficiency

_______ is the efficiency with which a production or service activity converts inputs to outputs, epxressed as ratios

productivity

labor, money spent, materials, facilities, energy spent are examples of -- inputs or outputs

inputs

meals, patient days, consults are examples of -- inputs or outputs

outputs (units of service)

what sorts of things might we look to to evaluate productivity

labor minutes worked per day
trays per minute
consults per labor hour

labor minutes/day
trays/minute
consults/hour
are all ways to evaluate

productivity

To increase productivity, you should _____ the output

increase

to increase productivity, you should _____ the input

decrease

how do you calculate meals per labor hour

#total meals produced / #total hours worked by all employees

what's something to keep in mind when dealing with FTEs (when given a problem of days vs week vs years)

It determines what you multiply your FTE by if youre trying to get #labor hours worked
i.e if they're asking for DAYS, then multiply by 8 instead of 40 bc 1 FTE worked 40 hours a WEEK but only 8 per DAY

how do you calculate labor turnover rate

# of employees that have been terminated and replaced / # of total positions in the facility

________ is the distribution of work to qualified people

delegating

what are some barriers to effective delegation

-manager's reluctance to delegate
-managers feeling they can do better themselves, feeling loss of power, or lack confidence in their subordinates
-managers may be too disorganized to plan ahead

what is the transmission and recieving info to bring about a desired action

communication

_________tells you whether or not the correct message has been recieved

feedback

what are the 5 types of directional communication flows (on the organizational chart of management tree)

upward
downward
horizontal
diagonal
informal channel (grapevine)

which direction of communication is: from department head down thru the ranks of workers (chain of command)...use procedure manuals and policy statemtns

downward

which direction of communication involves from the workers up to the department head....this might include things like suggestion boxes, open door policy, grievance produces
this provides the employee w an opporutnity to have a say in what happens in teh

upward

which direction of communication involves communication BETWEEN apts (nutrition and nursing) or between prodduction and service within nutrition dept

horizontal

which direction of communication involves those between functions diagonally placeed, which minimizes time and effort expended in organizations

diagonal

which direction of communication involves that which meets the social needs of a group aka grapefine

informal channel/grapefine

which type of communication would be using suggestion boxes, open door policy, grievance proceudres

upward
bc managment is allowing lower level to provide them with feedback, etc.

which type of communication would be using procedure manuals, policay statements, etc.

downward
bc as a manager, you're illustrating what the chain of command below you must do

what type of communication would be an RD talking to a nurse about business matters, etc.

horizontal (interdepartmental)

which type of communication would be called the grapevine

informal channel aka grapevine communication

which type of communication would involve the ordering clerk in foodservice to send a request directly to the purchasing department -- not thru foodservice channels)
(i.e. picture in your head the organizational chart method for distinguishing authoritati

diagonal
saves time

When youre managing w Maslow's heirarchy of needs, which need would be fulfilled via organized activities, etc.

love and belongingness (social)

what are the five steps/needs according to maslow

physiological
safety
(these two are your basic)
social/love and belongingness
esteem
self-actualization

which need of maslows would be fulfilled with job title, praise, rewards, promotion

esteem

which level of maslows would be fulfilled by a managment team by giving insurance, retirement plan, job security

safety

which maslow need would be fulfilled in a job via pay, beneifts, working conditions, schedules

physiologic

which malsow need would be fulfilled in a job via using creative talents, job enrichment, advanced training

self actualization

when do the higher levels of maslows pyramid become motivators

when basic needs are met

explain Hertberg's two factor theory about motivation of workers in the workplace

basically hertzberg was curious about what motivated vs did not motivate workers so he went about asking two things:
1) What led to job SATISFACTION
2) what led to job DISSATISFACTION in workers
he called things that led to satisfaction "motivators" and t

according to hertzberg, things leading to job satisfaction aka

motivators

according to hertzberg, things leading to job dissatisfaction aka

hygiene factors

wage, insurance, retirement benefits, work schedule, level of supervision are examples of what in hertzberg two factor theory

hygeine (lead to job dissatisfaction)

ahceivement, personal accomplishsment, recognition, responsibility, participation in decision making, opportunity for growth and advancement are examples of what in hertzberg's two factor theory

motivators (leads to job satisfaction)

according to mcclelland, every human is motivated by what three thigns

acheivement
power
affiliation

people with __________ motivational need in McClellands theory tend to gravitate towards sales and management positions where they are task oriented and can manage themselves... they desire to do something better or more efficiently

achievement motive

people with ____ motivational need in McClellands theory tend to grativate towards groups. It is important to them if they are liked by others

affiliation

people with ______motivational need in McClellands theory tend to gravitate towards competition, seek confrontation

power

give a few words describing how McClelland believes people are motivated

by at least one or more of the three factors:
-achievement
-affiliation
-power

this theory states that a person's attitude towards work (i.e. manager twoards employees????) has an impact on job performance

MacGregor

explain a few things about MacGregor's motivational theory

this is when you're talking about Theory X and Theory Y
Theory X hates work, they inherently dislike it and consider it to be WORK ... they prefer to be bossed, controlled, around and told what to do... this is negative and autocratic (i.e. one ruler has

which type of employee (theory) would be those who prefer autocratic work enviornements, negative and high pressure, according to MacGregors motivational theory of X and Y

Theory X

which type of employee (theory) would be those who prefer participatory type of leadership and like to set their own goals of acheivemeent, etc., according to MacGregor's type of motivation

Theory Y

McClelland has to deal with

three factors of motivation; power, affiliation, acheivement

MacGregor has to deal with

theory x and y

maslow has to deal with

once you ahceive bottom to tiers of basic needs (safety and physiologic) you can use the above ones (esteem, love and belongingness (social) and actualization) to be motivators

what does Hertzberg deal with

two factor motivators: hygeine (dissatisfaction) and motivators (job satisfaction)
eliminate hygeine and focus on motivators

what is all involved in the Hawthorne studies

work breaks are GOOD they increase productivity
if you incorporate people in the processes, they become more productive...
placebo effect: special attention yields improved behavior
OG site of this research project was at Western Electric -- by Elton Mayo

which motivational theory would you be using if you were a manager who gives special attention and invites a troublesome coworker to help spearhead a project with you

Hawthorne effect
incorporating people into the process...
increases productivity

what type of motivation do I want to use in my idea future research lab where I'm investing in students in their ideas and incorporating them into the research process

Hawthorne motivation

Place the following leadership styles in order from most control by the manager to least control:
participative
autocratic
free rein (laissez-faire)
consultative
bureaucratic

autocratic
consultative
bureaucratic (by the BOOKS)
participative (democracy)
free rein (laissez-faire)

this type of leadership demands obedience, most control, manager takes full responsibility

autocratic

this type of leadership is by the book, follows procedures to the letter

bureaucratic

this type of leadership asks for inputs but the manager makes the final decision in the end

consultative

this type of leadership involves using quality circles and encouraging workers to participate in decision making
quality circles: small groups of employees who meet regularly to ID and solves problems

participative

this type of leadership is the least control

free rein (lassez-faire)

what is the chart/grid called that plots leaders concern for PEOPLE (employees) vs concern for PRODUCTION

Leadership Grid
done by Blacke, Mouton, McCanse

The leadership grid is on a scale from 1-9...what does 1 = and what does 9 =

1= low concern
9= high concern

which type of management is high concern for people and low concern for production

country club management

which type of mangement is high concern for people and high concern for production

team management

which type of management is high concern for production and low concern for people

autocratic and authoritative

which type of management is low concern for people and low concern for production

impoverished management
just get done what you can!

what style of management did Likert find to be the most effective

participatory
employees worked under general supervision, the boss deleated authrotiy and it was employee oriented

what is the Peter Principle

it means if you perform well in a job, you will keep on getting promoted....well eventually you will be promoted to a job where you actually won't perform better bc you'll have incompetence

Theory _____ of the Human Relations Managment Theory states that the power of the componay is the people
everyone effected in the decision making process will be involved in the decision making process

Theory Z

production is a ______ of a foodservice dept

subsystem

what are open systems in management

change in one part (subsystem) affects many other parts

what are some characteristics of open systems management

-interdependency of parts
-integration (parts are blended together into a unified whole)
-synergy
-dynamic equilibrium
-equifinality
-permeability of boundaries

this is when an open system allows for a steady steate, continuous response and adaptation to enviornment

dynamic equilibrium

this is when an open system yields same or similar output from using different inputs or varying the transformation process

equifinality

this is when an open system allows the system to be affected by changing enviornemtn

permeability of boundaries

_____ is where two systems or subsystems come into contact w eachother

interface

according to Tannebaum and Schmidt, what types of approaches are included on the continuum of how a manager may make a situational decision

tells
sells
discusses
asks for input
collaborates
delegates

according to the contingency approach by fiedler, when the situation is either highly favorable or highly unfavorable, a_____ oriented leader is more effective (group is ready to be led)

task-oriented

according to the contingency approach by Fiedler, when the situation is moderately favorable, a ____ oriented leader is most effective

relationship-oriented leader

which type of leadership should you use if the followers have a low readiness for ahcievement
tell, sell, participate, or delegate

tell

which type of leadership should you use if the followers have a low to moderate readiness for achievement
tell, sell, participate, delegate

sell

which type of leadership should you use if the followers have moderate to high readiness for achievement
tell, sell, participate, delegate

participate

which type of leadership should you use if the followers have high readiness for achievement

delegate

what is scienfitic management

by Taylor
work centered, workers must work at fastest pace possible...find the best way of performing tasks....

what is management by objectives (MBO)

type of democratic management that provides control from within
you establish performance goals WITH THE EMPLOYEES
trust in the self-control by the employees
management stresses accomplishments and results
participatory leadership-esque

_____________ approaches focus on interactions amg leaders and their followers rather than on characteristics of the leaders themselves

reciprocal

whats the difference between transactional and transformational leadership

transactional leader: clarifies roles and responsibilities, uses rewards and punishments to achieve goals
transformational leader: are agents of change, inspire followers to become motivated to work towards organizational goals rather than personal gain..

this type of leader is an agent for change! they inspire followers to become motivated and inspire them to work towards orgnaizational goals rather than personal gain.... cultivation of employee acceptance of the GROUP MISSION

transformational

this type of leader kinda does the bare minimum...clarifies roles and responsibilities, uses rewards and punishments to achieve goals

transactional

organizational change theory is when the _____ servces as catalyst for change

manager

sucessful change requires:
______ the status quo
______ to a new state
_______ to make the change permanent

unfreeze the status quo
change to a new state
refreeze to make the change permanent

what does the controlling aspect of managmenet entail?

measuring present performance and comparing it to standard performance objectives

when does controlling/evaluating take place

its an ONGOING process

what are the steps of controlling in managmenet when looking at comparative standards

1) establish qualitative and quantitative standards
2) measure performance
3) compare to a standard
4) take corrective action

what are the three types of control (managerial)

production
quality
quantity

explain the three types of managerial skills and how they differ from one another

-technical
-human
-conceptual

the ability to work effectively as a group memeber.... important at all levels but imperative at lower levels of management

human skills

the ability to understand and have proficiency in a specific kind of activity.... most important at lower levels of management

technical skills

the ability to see the organization as a whole....importance increases as higher ranks of management

conceptual

__________skills can be taught

hard

_____ skills must be developed and nutured

soft

this role of manager involves constantly seraching for info to become more effective

monitoring

this role of a manager involves transmitting info to suboardinates

dissemenator

this role of management involves transmitting info to people inside and outside

spokesman

what are the steps in decision making and problem solving for a manager?

1) recognize/analyze a problem
2) determine workable solutions
3) gather data
4) choose solutions
5) take action
6) follow up the action

which type of problem solving technique includes looking at possible different CAUSES of a problem

cause and effect fish diagram

is a basic quality tool that helps you identify the most frequent defects, complaints, or any other factor you can count and categorize

pareto chart

the pareto analysis technique of problem solving uses the ____ / ____ rule

80/20 rule
80% of sales comes from 20% of customers

with pareto analysis, you're looking at

the tallest bar -- i.e. the most frequent problem
try and correct the 'vital few' problems that will have the greatest impact on quality

which technique is the 80/20 rule with

pareto
80% of sales comes from 20% of customers

what is the queuing theory

when you develop relationships while waiting in line....
used in analyzing flow of customers in a cafeteria -- balance cost of waitig in lines with cost of preventing waiting lines through increased service

what is the task of a manager when it comes to problems or conflict

not to suppress or resolve all conflict but rather to manage it to minimize its harmful aspects and maximize its beneficial aspects

this type of conflict resolution involves:
"do it my way bc im the boss...no argument

forcing

this type of conflict resolution involves:
more diplomatic, manager tries to talk one side into giving in

smoothing

this type of conflict resolution involves avoiding taking a position, no one side is satisfied...pretends to be unaware that a conflict even exists

avoidance

when can majority vote be successful for conflict resolution

if memebers regard the process as fair

this is when each party ahcieves some of its objectives and sacrifices others

compromise

is compromise good for the organziation

sometimes not.... does not usually lead to a solution that can best help the organziation

integrative problem solving involves

all parties jointly trying to figure out how to solve a problem together

actiona that will cause change in behavior or attitude of another

influence

ability to exert influence

power

ability to REWARD another for carrying out an order, give incentives, praise to reinforance certain behaviors

reward power

negative side of reward power -- ineffective in motivating behavior change.... may create resistance....its the ability to PUNISH another for not carrying out requirements
used to maintin minimum standards of performance
aka "punitive power

coercive power

whats the oppositve of reward power

punitive/coercive power (ability to punish people)

subordinate acknowledges that the influences has the right to exert influence due to position (job title)

position (legitamate) power

belief that the influencer has some releveant expertise that the subordinate does not...provides credibility

expert power

based on the desire to ID with or imitate the influencer, how well you are liked

referent power (personality, charisma)

what are some managerial attibutes that make them succcessful

mindset of
fix it, do it, solve it

management should be ______-on and _____ driven

hands on and value driven

standards of practice and standards of professional performance -- are they regulations

NO
BUT they may be used to determine competency of an individual

__________________ are tools for credentialed dietetics practitioners to use in professional development....guides for self evaluation and to determine the education and skills needed to advance an indv level of practice

standards of practice
standards of professional performance

_____________ describes in general terms a competent level of nutr care practice as shown by the NCP used to think crticially and make decisions to provide safe, effective and high quality nutrition care

standards of practice

___________ describes a competent level of BEHAVIOR in the professional role

standards of professional performance

what are the six domains of professionalism included in SOPP

provision of services
application of research
communication and application of knowledge
utilization and management of resources
quality in practice
competency and accountability

SOP (standards of practice) are for those working in ____ patient care

direct

Give a few words about SOP and SOPP from the academy

As a part of the Scope of Practice, SOP and SOPP are tools for credentialed nutrition and dietetics practitioners and describe competent levels of practice related to DIRECT patient care. They serve as GUIDES for self-evaluation and to determine the educa

insurance against loss of income
each state has its own laws... when employees are unemployeed thru no fault of their own

unemployment compensation

insurance for covering employer's liability for the costs asscociated w any accident incurred by an employee in connection w their job
administered by STATE

workman's compensation

gauranteed the right to organize and join labor unions

Wagner Act of 1935 -- National Labor Relations Act

the Wagner Act of 1935 gave the union the right to be

the barganing agent

what did the Wagner Act create?

National Labor Relations Board (NLRB)

what does the NLRB (National Labor Relations Board) do?

listens to unfair labor practice

this amended the Wagner Act and balanced the powers of labor management....outloawed the closed shop
limited union shop to one year
specified UNFAIR labor practices of the union...

Taft Hartley Labor Act of 1947

which law/act amended the Wagner Act

Taft Hartley Labor Act

this is a bill of rights for union members...regulates internal union affairs

Landrum-Griffin, Labor Management Reporting and Disclosure Act of 1959

why are labor unions formed

bc you have a lot more power to argue for higher pay, etc. as a UNION rather than separate entities

what is the Landrum-Griffin, Labor Magement REporting and Disclosure Act

bill of rights for union workers

this prevents discrimination on basis of race, color, national origin, prohibits sexual harassment
overseen by the Equal Employement Opporutnity Comission

Civil Rights Act of 1964

the civil rights act is overseen by what comission

equal employement opporutnity comission

this prevents discrimination in employement based on race, color, relgiion, sex, national origin, political affiliation, overseen by the equal employement opporutnity commission

Equal Employement opportunity Act of 1972

this is also called "Minimum Wage" or "Wage Hour Law"
this set minimum wage
set standards for overtime work, must pay 1.5

Fair Labor Standards Act of 1938

what did Fair labor Standards Act of 1938 have to deal with

minimum wage
fair pay and working conditions

_______________ prohibits discrimination on basis of sex

Equal Pay Act 1963

___________ regulates work hours and duties of children

child labor laws

in food service, students can handle and clean cutters and slicers only if

enrolled in a food related program

what occupations are exempt from minimum wage and overtime:

executive, administrative, professional, outside salespersons

______ prevents discrimination due to age

Age Discrimination in Employment Act of 1967

this gives up to 12 workweeks of unpaid jobprotected leave during any 12 months for: birth or placement of a child for adoption, to care for an immediate family memeber, or medical leave for a serious health conditions

Family and Medical Leave Act of 1993

with the Family and MEdical Leave Act, are you gauranteed a job when you return?

yes but not gauranteed the SAME job

what businesses does the Family and Medical Leave Act apply to

those with over 50 workers

how many weeks does the Family and Medical LEave act give

12 workweeks, unpaid leave

this requires that you must provide reasonable accommodations such as removing barriers, having wide aisles (36') and wide doors (32'), install ramps, lower shelves and phones, rearrange tables and chairs, flashing alarm lights

Americans with Disabilities Act of 1992

The Americans with Disabilities Act covers employers with ___ or more employees

15 or more employees

this allows employees to transfer coverage of existing illness to a new employer's insurance plan

Health Insurance Portability and Accountability Act (HIPPA)

what does HIPPA stand for

Health Insurance and Portability Accountability Act

this expanded healthcare coverage to employees and their families

Affordable Care Act of 2010

this studies all aspects of job, done by worker and their supervisor....conducted first to collect info for a job description

job analysis

what reflects the required skills and responsibilities of a job.....matches applicants to job, orientation, and training, employee appraisal

job description

what involves the duties involved, conditions, qualifications, written for each job
used in selection and placement of employees
does not have detailed info as to what to do or time invovled

job specification

what is work schedule

hour by hour
tasks and time

what is job breakdown

what to do and how to do it
no time limits

what is job enlargement

more similar tasks to alleviate boredome

what is job enrichment

upgrades job by adding motivating factors

what makes it illegal to ask about a candidate's race, religion, sex, national origin, age, marital status before hire

Fair Employment Practice Law

what are some internal ways of recruitment

promotion, transfer, rehire

whats the difference btw a structured interview and an unstructured interview

structured: you have checklist, each applicant has similar interviews, minimizes the amt of personal bias
unstructured: no definite checklist, more participation from applicant -- "tell me about your last job

promotion may be based on

merit or seniority

_____ = to another job at approximately the same level w basically the same pay, status, performance requirements

transfer

either voluntary or involuntary termination of an employee.... an exit interview can help w IDing personnel related problems

separation

earings of managerial and professional personnel

salary

HOURLY earnings of employees covered by the Fair Labor Standards Act

wages

this is a payment REQUIRED BY LAW to ensure income in the event of unemployment, injury or death

statutory

benefits or pay for time not worked would be ______ type of benefit

compensatory

life and health insurance would be ____ type of benefit

supplementary

unionization means

collective bargaining

when can you join a union shop

AFTER you get hired

what is an open shop

have choice of joining union or not

what is a closed shop

you MUST be a union member BEFORE hiring
union and closed shops are illegal in public employement

what is an agency shop

all workers must pay agency fee but they have a choice of whether or not they want to join a union

what are right to work laws

makes it illegal to fire an employee who refuses to join a union even if contract has a union shop clause

employees cannot be forced to join a union unless

legal union shop exists

what are some other rights/regulations provided by law for union workers

cannot refuse to bargain collectively with employer, engage in secondary boycots, charge excessive fees, or cause an employer to pay for services not performed

what is a union steward

an employee who represents a group of people to bargain with the employer

this is when one person represents a group of people to bargain with the employer

collective bargaining

bargaining in collective bargaining/unions occurs between

management and a steward

what happens if a decision is not made btw managment and steward

nuetral mediator comes in and helps settle differences...decision is not binding

what happens if the mediator fails to help make a decision between steward and manager

bring in arbitration --- hearing to dissolve a dispute during an impasse -- decision is susually binding...this si the FINAL step in bargaining

what is the final step/last resort in bargaining

arbitration/hearing

what is an injucntion

a court order to prevent someone from doing something

before a change in policy can be made, it requries than ____% of the union voting plus one are in favor of the change

50%

steps taken to CORRECT undesirable behavior

displinary action

what are the steps of disciplinary action that result in final termination

-oral warning
-written warning
-suspension
-dismissal

this discusses the nature, cause, corrective actions of the incident and is temporary the record

oral warning

this is a REPEAT violation or as first action IF WARRANTED ...permanent in empllyee record

written warning

is an oral warning permanent

no

is a written warning permanent in the record

yes

is a suspension permanent in the record

yes

when should you use punishment in discipline

as last resort
the punishment must fit the crime

what is the goal of dicipline

correct behavior and save the employee

should corrective discipline happen in private

yes

how might you reprimand constructively

show the employee how to improve their performance

whats the best way to improve employee performance

provide feedback

these are scales with assigned point values

merit rating

this records incidents of positive and negative behavior

critical incident

what is the halo effect

judge someone on their most noticeable positive trait

what is leniency of error (I feel like this is the one that I would struggle most with)

rate everyone higher than they deserve

what is the error of central tendency

rate everyone as average

the shared philosophy, beliefs, expectations and attitudes that hold an organization together

organizational culture

how might you maintain a good relationship btw management and staff

have a written mission statement
have integrity and build trust
train workers well and reward good performance
find ways to have fun at work and outside of work

whats the purpose of a budget

gives the manager a basis for control and helps estimate future needs

what are the three budgets that are included in a master budget

operating budget
cash budget
capital expenditures budget

what is a capital expenditures budget

this is the budget used for large item requests such as new equipement, buildings, IT software, etc....its like the equivalent of my Visa card for school expenses (my Visa acount with US bank would be my capital budget)
this includes expenditures whose re

which budget includes expenses that are expected to last beyond one year

capital expentiures budget

what is your operating budget

this is the more traditional type budget...you make it first by looking at/guestimating/forecasting how much revenue (income) you're going to have and how much sales you are going to have... then once you have that number you use the remaining amt of mone

what is a cash budget

this ties capital budget and operating budget together
manages cash flow
this projects revenues and expenses and its purpose is to determine if funds will be available when needed (think of as kind of a buffer/safe guard for the other two budgets)

its purpose is to determine if funds will be available when needed

cash budget

this type of budget uses the existing budget as a base and projects changes for the ensuing year in relation to the current budget

traditional aka incremental

incremental aka traditional aka baseline budgeting usually inolves using this years expenses plus an

inflation factor

this type of budgeting involves beginning at 0... each expense must be justified

zero-based budgeting

Planning, Programming, Budgeting System is an example of what type of budget

zero-based

true or false:
in zero-based budgeting, the past dollar allocations are used as the basis of projections

FALSE

which type of budget is planning oreinted -- zero based or incremental

zero-based

which type of budget if control based -- zero based or incremental

incremental

this type of budget is prepared at one level of sales or revenue with no expected major change in patient or customer count during the year....

fixed budget
bc you're keeping it the same

this type of budget is adjusted to various levels of operation with varying levels of sales or revenues throughout the year (there is expected to be a lot of changes in patient or customer count)
gives dollar range for low to high levels of predicted acti

flexible budget

this type of budget details what it costs to PERFORM an activity (i.e. how much to supervise the cafeteria)

performance budget

what costs are included in a budget

indirect (fixed)
direct (variable)
semi-variable
sunk costs
differential costs

these types of costs are not affected by sales volume

fixed costs

fixed costs aka

indirect (think INDependent variable like in science experiences -- are the ones that don't change -- stay FIXED)

what are some examples of fixed costs

rent
taxes
depreciation
insurance on debt

depreciation is a ____cost

fixed

these types of costs vary based upon changes in sales

variable
aka direct costs

variable costs aka

direct costs

what are some examples of variable costs

silver, china, food, unifroms, laundry, repairs, benefits

is silverware a variable or indirect (fixed) cost?

variable
bc as you serve more people, you will need more silverware

china, silver, food, uniforms, laundry, repairs, benefits are examples of what sort of cost

variable

is food cost variable or fixed

variable
bc more people you serve the more pancake batter you're going to need to buy

what are examples of semi-variable costs

labor, maintenance, utilities

what type of costs are utilities

semi-variable

what type of costs are labor costs

semi-variable

what type of costs are maintenance

semi-variable

these costs are already incurred and cannot be recouped by a new decision or alternative, cost involved in studying merits of a new computer

sunk costs

these costs are the amount of increase or decrease in cost when you compare alternative choices....difference in costs between two delivery systems

differential costs

this is the cost discrepancy between two decisions -- for example when you're trying to decide between two vendor memberships, the difference is known as

differential costs

this is the efficient allocation of people, materials, and equipment to meet the needs of the operating system

resource allocation

what is the Critical Paths Method (CPM)?

method that identifies the most CRITICAL activities to best allocate limited resources to

what is the most readily controllable cost

food cost

which cost item is most prone to greatest fluctuation

food costs

what drives food costs

menu planning

________ menu reduces waste and cost

selective menu

_____ buying reduces costs

group buying

how can you affect food cost

menu planning
type of service (selective menu saves cost)
purchasing methods (group vs indv buying)
recieving control -- weighing in and checking items against invoice

which item is your most controllable item in the budget as a FS manager

the food cost!

Which program would martha be able to enroll in for meal assistance if she is 72 y/o, makes $85,000 a year at home
(which meal assistance programs provides meals to seniors regardless of income?)

OAA Nutrition Program
(Older Americans Act Nutrition Program)

what are the steps in research process

1. ID a topic
2. Ask question
3. develop hypothesis
4. prepare methodology
5. organize methods and materials
6. collect and analyze data
7. study the results

which type of insulin requires a bedtime snack

intermediate --> NPH

A manager always defers to her workers to reach an agreement among themselves, then she adopts the majority decision. Her leadership style is

democratic

how might you control food costs

standardize portions...keep records of employee meals

are labor costs more or less controllable than food costs

less controllable

what are some examples of operating costs

utilities (electricity), laundry, cleaning

operating costs take up about ______% of the budget

12-18% of the budget

this is an accounting method that includes recognizing a transaction at the time the cash is taken in or released

cash basis

this is an accounting method that includes recognizing revenues when earned and expenses when incurred...regardless of when the actual cash is received or dispersed

accrual basis

what is a general ledger

its a type of financial statement
its a summary of all expenses and revenues for the month by category ... (meat, dairy, fruit).... it records and reports transactions categorized by account numbers

what is a profit and loss statement

this is an income (revenue) statement...
this shows the expenses and profit (or loss or breakeven) over the course of the budget period...
aka revenue and expense statement

aka revenue and expense statement

profit and loss statement

what is a balance sheet

shows financial conditions as of a particular date
lists assets are liabilities

property owned by a person or company, regarded as having value and available to meet debts, commitments, or legacies.

assets

a thing for which someone is responsible, especially a debt or financial obligation.

liability

In finance, _______is ownership of assets that may have debts or other liabilities attached to them. Equity is measured for accounting purposes by subtracting liabilities from the value of the assets.

equity (capital)

accounts recievable

amounts owed to YOU

accounts payable

amounts you owe to OTHERS (like vendors, etc.)

liquidity

the availability of cash (liquid assets) to a market or company.

what is equity

the ownership of assets that may have liabilities or debt attached to them

whats the point of using financial ratios

they express the financial state of the organziation, helps compare organization with similar ones, and compares own past and future ratios to eachother

what type of ratio is used to express one's ability to meet SHORT term debt? (think cash)

liquidity ratio
bc liquidity = cash = short term

what's the point of turnover ratio

it looks how efficiently you're using your assets....
looks how often the inventory is being consumed

whats the calculation/ratio for turnover ratio

food cost / avg inventory cost

an inventory turnover rate of ____x is desirable

2-4 x turnover

what would an inventory ratio of 9 indicate (high)

that limited inventory is being kept and perhaps you should stock up more

what would a low inventory ratio -- of say 1 -- indicate

you don't need to order quite as much to keep on hand -- means there is a large amount of money being tied up in inventory stock

do inventory turnover ratio problems! pg 22 of inman

food cost for june (money you spent on food that month) / avg daily amount of money you have in inventory = inventory turnover ratio

what assesses your ability to meet LONG TERM debt

net worth ratio

Drake has an estimated net worth of $150 million and was ranked No. 5 on Forbes' list of the richest rappers in 2019... what does this mean in terms of likelihood of paying back debt

it means he has a HIGH ability to pay back LONG TERM debt

what's used to estimate ability to pay back short term and long term debt

liquidity ratio for short term (over one is good)
net worth ratio for long term

how do you calculate food cost percentage (amt of income spent on food cost)

how much was spent on food that day / total income that day

what does daily food cost percentage tell you

how much of your income that day covered food cost that day

explain what food cost is

how much it cost YOU as the manager to make the piece of food

what is included in food cost/how do you calculate it

what you purchased + what you took from inventory
what you took from inventory can be calculated by (beginning - ending inventory = what you took)

how do you calculate food cost per meal

food cost per month / # meals per month

what is the most commonly used assessment of overall financial efficiency

profit margin

_____ reflects the portion of sales volume remaining after paying all expenses

profit margin

revenue includes income from _____ and ____, ___ sales

income from patients, cafeteria and catering sales

_____________ is the cost of tthe faw food and beverages sold

cost of sales aka cost of goods (sold)

cost of sales aka

cost of goods (sold)
basically, how much did it cost the manager to produce the good // how much did it cost the manager to produce the sale (thing being sold)

this is the profit shown after deducting cost of raw food and beverage from the sales (revenue)

gross profit

what is the profit shown after ALL expenses have been deducted from sales

net profit

what is profit margin

net profit (how much you made after everything subtracted) / revenue (or income before deductions were made)

this is the time that it will take for the cash inflows from a project to equal the initial cash outlay (breakeven point)

payback period

what is value analysis

its evaluating a product to eliminate all unnessessary expenses in the process of making it without sacrificing its effectiveness of service.... this method REDUCES cost

what is value added

increases value of the product to the customer

value analysis ____costs

lowers

this is the process of identifying a need, assisting potential clients in recognizing that need and filling that need

marketing analysis

what is a marketing channel

basically its the "channel" that traces the product from the producer all the way to the customer
the channel flows from producer to processor to distributor to supplier to consumer

what is the first step in marketing

finding a need that is not being met (marketing niche)

_____ is where the service will be offered

marketplace

this involves dividing the market into groups of people with similar needs

market segmentation (i.e. demographics, geographics, psychographic, behavioristic)

which market segmentation would social class and lifestyle be in

psychographic

which market segmentation would income and education be in

demographic

which market segmentation would occasions and loyalty be in

behavioristic

the needs you are trying to fill in the market are known as

market niche

this satement is how you would like the marketplace to view your product

positioning statment

group of people or places w similar wants or needs with the potential for purhcasing your product

target market

route chosen to reach marketing goals

marketing strategy

what is product mix

the group of items you will offer

what four things are included in marketing mix

product
place
price
promotion

a product can be

a good, service, or idea

_________ brands refer to unique items your business has developed

signature

_____ is to increase awareness or renew awareness, short term

promotion

what is the long term overall view of marketing in the organizaiton in which resources are allocated and objectives set after defining the market

strategic planning

whats the difference between social and business marketing

social -- advance ideas or behaviors
business-- filling customer's needs/desires

point at which sales revenue (income) will exactly cover fixed and variable costs

breakeven point

mark up" in costing items is the difference between the cost and then

selling price

if it costs us $7 to produce a food item and we sell it for $9 what is our markup price

$2

mark up factor x ________ = selling price

raw food cost

how do you calculate the markup factor

100/food cost percentage

whats the selling price of a food item, including hidden costs, if raw food cost is $.18, and food cost percentage is 30% using the MARKUP FACTOR (page 26 of inman)

100/30 = 3.33 markup factor
hidden costs= add in 10% to raw food cost so raw food cost + hidden = .198
so 3.33 x .198 = $.659 selling price

a hidden cost of ___% may be added to the FOOD COST to cover unproductive costs such as losses in preparation, cooking, serving, and unavoidable waste)

10%

what is prime cost made up of

raw food cost and labor cost
food + labor

what are the steps in using the prime cost method to calculate selling price

1) calculate prime cost (labor cost + food cost)
2) determine price factor (markup) by taking 100/prime cost %
3) take prime cost x markup factor

what three methods are used to calculate selling price

markup factor method
prime cost method
profit pricing

which method of calculating selling price involves adding 10% to the food cost to account for hidden costs such as that lost during cooking, unavoidable wastes, etc.)

the markup method

what is promotions pricing

when you have a sale or special price over a short amount of time in hopes of increasing sales during a slow period

what are items that are priced lower to draw people in the hopes that they will purchase other items at normal markups

loss leaders

what is profit pricing

setting price to make profit on every single product...can be dangerous

how do you calculate selling price using profit pricing method

add up all the percentages of sales
then take 100 - (% of sales thats not food) = x
x= the % you have left to spend on food....
i.e. if 70% of your profit comes from fixed, labor, profit costs, then you do 100-70 to get 30% that you can spend on food cost

whats the difference between cost benefit and cost effectiveness analysis?

cost benefit looks at is the project even worth it in terms of cost
whereas cost effectiveness looks at several different options or alternatives to see which is the best -- its already assuming that the project is worthwhile financially...just tryna deci

what is included in "benefits" when calculating or evaluating cost-benefit analysis

any outcome attributable to the project

what might you calculate if using cost benefit analysis

benefit/cost ratio

explain the differences between direct and indirect benefits in the cost-benefit analysis

direct benefits would be those that directly affect the person being served -- such as diet changes, changes in body functioning, reduced constipation from high fiber diet, etc.
indirect benefits would include things that are secondary downstream benefits

cost-effectiveness assumes that

the goal is worth while....we are looking at WHICH OPTION you want to do
so this might occur after you've done a cost benefit analysis and decided to go through with the project (the next step is determining which option to take to get the job done -- whi

cost-effectiveness compares costs of

alternative strategies

what sort of resarch might cost-effectiveiness utilize

outcomes research

______________ predicts the level of outcome that can reasonably be expected from a given intervention

cost-effectiveness analysis

what factors does the cost effectiveness analysis take into account when comparing alternatives

clinical costs, clinical outcomes, patient outcomes, etc. ....uses outcomes resaerch

______ is a formal study that retrospectively monitors performance

audit

what are some managment approaches to improving performance

TQM/CQI
Six Sigma
Kaisen "good change" philosophy
Lean Method

what three things are included in total quality management (TQM)

processes
improvement
customer satisfaction

this involves continuous improvement of organziational processes, resulting in high quality products and services

total quality management

what three elements (C's) are included in TQM

customers
culture
counting

in TQM, what is the true indicator of quality

customer satisfaction

this is the enviornment that is created which establishes quality as a top priority

culture

this is a measurement of what constitutes a high quality service or product and what needs improvement

counting

FOCUS-PDCA is associated with what concept

total quality management (TQM)

what is PDSA

plan do study act
its a method for problem solving

what does the FOCUS PDSA acronym stand for

F- find a problem
O- organize a team
C- know current practices/knowledge
U- understand variation in process
S- select an intervention
P- plan (how changes will be made)
D- do (implement the intervention)
S- study (determine the impact - aka check)
A- act

which part of the PDSA would include determining the impact of an action

Study (aka "check")

CQI (continuous quality improvement) emphasizes _______

the ORGANIZATION and systems rather than the individuals

CQI is a part of

TQM

CQI has the idea that systems can always

improve

CQI uses _____ assessment

outcomes assessment

____________ are professionally developed statements that describe desirable health care processes or outcomes

improvement processes use criteria

what does improvement processes use criteria involve

structure
process
outcome

what does RUMBA stand for and what is it

characteristics for looking at improvement processes use criteria
stands for:
-Reasonable
-Understandable
-Measurable
-Behavioral
-Achievable

what are indicators in terms of quality improvemennt

measurement tools that monitor and evaluate important aspects of patient care and management functions
serve as flags to direct attention to specific issues
not intended to be direct measures of quality, but describe events, complications or oucomes

are indicators supposed to be used as direct indicators of quality

no

_____refers to the degree to which an exchange helps to achieve your objectives (doing the right thing)

effectiveness

_____refers to the minimization of resources you must spend to achieve that desired level of exchange

efficiency

what is six sigman

data driven way of quality improvement
sigma is a statistical unit of measurement ussed to define standard deviation...

what does acheiving 6 sigman mean?

that you are within 6 standard deviations of the mean... and it means that there is very little variation in a process...
helps you ID errors and hopefully eliminate them and get as close to zero as possible

________is the philosophy that suggests that you should make continuous and small incremental improvements on a daily basis rather than large and all at once

Kaizen "good changes" -- kinda like the Mother Teresa version of quality improvement

what is the Kaizen "good changes" philosophy (think Mother Teresa)

instead of doing huge changes, do small improvement changes on a daily basis

the ________ method of quality imporvement involves using less human effort, less space, less captial and less time to make products exactly as the customer wants w few defects...use videotaping and stopwathes to capture work being done.... Goal is to dec

Lean Method

what exactly is the Lean Method of quality improvement

Eliminate waste and increase customer perceived value
which in turn reduces costs and increases customer satisfaction
The fundamental principles of Lean methodology are based on eliminating all forms of waste and increasing customer perceived value with e

whats the formula for calculating BEP

BEP= FC/CMR

how do you calculate contribution margin ratio

contribution margin/selling price
contribution margin is basically the percent or amt of profit that you're going to make off of an item... you take your selling price and subtract the variable cost from it to get CM then you take CM/SP = CMR

what is contribution margin

when you have your selling price, you subtract variable costs from it and that shows how much money you're making off of each cone after the variable costs have been subtracted (so if your SP is $4 and your variable cost per unit is $1, then your CM is $3

on a graph, where is the break even point?

where the total sales line (revenue/income) and the total cost lines intersect

do practice BEP problems

...

whats the formula for BEP

BEP = FC/CMR

whats the formula for CM

CM= SP - VC

whats the formula for CMR

CMR = CM/SP

how do you calculate liquidity ratio

liquidity ratios indicates the company's ability to pay debt obligations. It calculates working capital (difference between current assets and current liabilities). A positive ratio indicates that an organization has more assets than current liabilities.

whats profit margin and how do you calculate it

Profit margin is the most commonly used measure of operating profitability. Managers can assess financial standing by performing this calculation, which uses information available on the income statement
Profit margin = Net profit / Sales

what are the four functional units of a foodservice operation

Procurement
Production
Distribution and service
Safety, sanitation and maintenance

what's the purpose of a mission statement

differentiates a business from other businesses

what is consensus type leadership

the leader won't make a decision until everyone can agree on one option....super time consuming

what is competency

the combination of knowledge and skills

what are programmed decision making

Programmed: Programmed decisions are made by following established policies and procedures.