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.