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Chong, Yukyeong. "Evaluation of TQM performance and organizational management effectiveness for foodservice and clinical nutrition service management in hospital settings /." free to MU campus, to others for purchase, 1998. http://wwwlib.umi.com/cr/mo/fullcit?p9904838.
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Sarver, Anna Naegle. "The effect of religiosity and spirituality on transformational leadership characteristics of hospital food and nutrition managers /." Diss., CLICK HERE for online access, 2005. http://contentdm.lib.byu.edu/ETD/image/etd700.pdf.
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Beyerlein, Fred M. "The effects of diagnosis related groups (DRGs) on hospital nutrition services in Arizona." Thesis, The University of Arizona, 1988. http://hdl.handle.net/10150/276655.
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A mail questionnaire surveyed Arizona hospital dietary departments to reveal the most frequently initiated changes in dietary practice since the implementation of Diagnostic Related Groups (DRGs). The most frequently initiated change was remodeling the service/cafeteria areas to increase consumer appeal and subsequent sales. Fee-for-service nutrition was the tenth most frequently initiated change. Non-subsidized employee feeding was the second least frequently initiated change since DRGs. Hospital size was found to correlate significantly (alpha ≥ 05) with innovative management, development of DRG avenues of recovery, purchase of computers, development of clearly defined treatment plans, utilization of time studies and staffing, and the implementation of corporate wellness programs. Only a few hospitals have determined costs for DRG dietary treatments, or know standard length of stay for each DRG. The number of dietitians documenting services and patient outcome must increase or their cost effectiveness may never be known.
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Parks, Clare A. "Improving building function : an analysis of design management processes and operational planning in the development of hospital food service systems." Thesis, Robert Gordon University, 2000. http://hdl.handle.net/10059/597.
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The complexity of future societies will be reflected not only in the buildings that are created but also in the processes that evolve such buildings. Within the construction industry, and specifically in relation to large, complex multi-user buildings, operational planning and design processes will assume greater importance than ever before. Given that increasing complexity is likely to lead to increasing specialism and differentiation amongst the main contributing parties in a construction procurement project, it is also likely that there will be more disruption of the communication and organisation processes central to project procurement. These effects will be transmitted through the procurement process and manifest themselves in various ways in the final product. The most important of these will be the damaging effect which they will have on building function, where function determines the buildings' ability to serve as a facilitator of intended user group activities. Research has been undertaken to rationalise building design, operational planning and building function in the construction procurement process. Maintaining unity between the different parties responsible for building design and operational planning decisions is hypothesised as the key factor in evolving successful project procurement outcomes in terms of building function. Research into hospital food service building procurement processes has demonstrated that when building design and operational planning processes are not developed in concordance with one another, then deficiencies in the functioning of the food service system resulted. Seventeen design/operation mis-match outcome deficiencies were identified across three hospital construction projects. On further analysis of these project outcome deficiencies, it was apparent that the majority were due to problems that had arisen because design team members and user specialists had been unable to relate different aspects of system functioning adequately. In particular, there appeared to be an inability to incorporate effectively the catering technological and associated service aspects into the design solution, i.e. the elements that were not purely architectural. Some of these functional relationship problems were relatively simple and did not require significant design or user expertise. The most problematic deficiencies emerged when different components of the food service system (central production unit, distribution system and ward service) were not effectively integrated. Proposals are made for a planning framework which will maintain greater congruence between building design, operational planning and building function during the procurement process by allowing project contributors to assess the impact of different building design and operational planning decisions on the human/building interface. The planning framework focuses decision making around a set of critical relationships identified between the components of the building solution, so that any potential divergence caused by environmental pressures can be offset by corrective action using the critical relationships as the parameters upon which successful function must be based. This approach is a pre-requisite for the future construction procurement process in order to improve building function, particularly for complex, multi-user buildings.
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Flom, Kari. "Room service a new approach to food service in acute care facilities /." Online version, 2003. http://www.uwstout.edu/lib/thesis/2003/2003flomk.pdf.
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Tse, Kei-yin Mickey. "A study on the hospital food service system in Hong kong /." Hong Kong : University of Hong Kong, 2000. http://sunzi.lib.hku.hk/hkuto/record.jsp?B21982338.
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Bekwa, Noluvuyo Margaret. "Assessing reasons for non-compliance to the requirements of the Employment Equity Act no. 55 of 1998 : case study of the dietetics department within Tygerberg Hospital." Thesis, Stellenbosch : Stellenbosch University, 2013. http://hdl.handle.net/10019.1/85573.
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Thesis (MPA)--Stellenbosch University, 2013.ENGLISH ABSTRACT: The relevance of employment equity has been widely debated. This study is of the view that affirmative action is the core factor in realising compliance to and implementation of employment equity. The study was aimed at investigating why Tygerberg Hospital has not complied with the implementation of the Employment Equity Act (EEA) No 55 of 1998 specifically with regards to the field of Dietetics. Research questions have been formulated, relying on literature which includes guiding legislation and policies. Recruitment and selection processes applicable to the dietetic department were analysed and linked with the consulted literature. Role of transformation in transforming the institution was part of the study to ascertain the scope of transformation in managing diversity within Tygerberg Hospital. A combination of data collection tools was used in the study, including interviews and questionnaires to better understand the underlying reasons of non-compliance. The fundamental findings of the study showed that even though policies and legislation had been formulated, there are underlying issues to be addressed by the institution, such as language barriers and personal perceptions of the institution which could subsequently be improved through effective diversity management strategies. It is recommended that the institution will have to come up with a short-term, measurable plan to ensure compliance such as an institutional employment equity plan, appointment of a transformational officer who will focus on managing the institutional diversity management, and an internal capacity building unit to carry out institutional training and development as opposed to the current system. To ensure monitoring and evaluation compliance on employment equity, it is recommended that the responsibility be linked to the performance plan of the senior managers as well as the line manager of the dietetic department. By so doing failure to comply will result in a poor performance assessment outcome of the delegated authority, compliance enforced through departmental disciplinary procedures.
AFRIKAANSE OPSOMMING: Die toepaslikheid van billike indiensneming is al wyd gedebatteer. Hierdie studie is die mening toegedaan dat regstellende aksie die kern faktor is om nakoming van en die implementering van billike indiensneming te bereik. Die studie was daarop gemik om ondersoek in te stel waarom Tygerberg Hospitaal nie voldoen het aan die implementering van die Indiensneming Gelykheids Wet No 55 van 1998 nie, spesifiek met betrekking tot die veld van Dieetkunde. Vrae in die navorsing was geformuleer, gebasseer op literature wat rigtinggewende wetgewing en beleid insluit. Werwing en seleksie prosesse van toepassing in die Dieetkunde Departement was ontleed en gekoppel aan die toepaslike literatuur. Die rol van transformasie in die transformering van die inrigting het deel uitgemaak van die studie om die omvang van transformasie te bepaal, rakende die bestuur van diversiteit binne Tygerberg Hospitaal. ‘n Kombinasie van data versameling metodes was in die studie gebruik. Dit het onderhoude en vraelyste ingesluit om die onderliggende redes vir nie-nakoming te verstaan. Die fundamentele bevindinge van die studie het getoon dat ongeag die feit dat beleid en wetgewing geformuleer was, daar onderliggende aspekte was wat by die inrigting aangespreek moet word, soos taal-hindernisse en persoonlike persepsie oor die inrigting en wat gevolglik verbeter kan word by wyse van ‘n effektiewe uiteenlopende bestuursstrategie. Dit word aanbeveel dat die inrigting navore moet kom met ‘n kort-termyn en meetbare plan ter versekering van ‘n institusionele billikheidsindiensneming plan, die indiensneming van ‘n Transformasie Beampte wat sal fokus op bestuur van die inrigting se diversiteit en ‘n interne eenheid om die vermoë van die inrigting se opleiding en ontwikkeling uit te voer in teenstelling met die huidige sisteem. Om monitoring en evaluasie van billike indiensneming te verseker, word dit aanbeveel dat dié verantwoordelikheid gekoppel word aan die werkverrigtingsplan van Senior Bestuurders asook dié van Lynbestuurders van die Dieetkundige Departement. Mislukking om hieraan te voldoen sal lei tot ‘n swak werkverrigting evaluering resultaat van die aangewese outoriteit. Voldoening hieraan sal afgedwing moet word deur departementele dissiplinêre prosedures.
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Schultz, David A., and Russell L. Ellis. "Organizational analysis of Food Service Management." Monterey, California. Naval Postgraduate School, 2011. http://hdl.handle.net/10945/10776.
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MBA Professional ReportThis study analyzes the current Navy Food Management Team (NFMT) alignment under the leadership of COMFISCS and the inability for NAVSUP Food Service (SUP 05) to directly coordinate with teams in the seven different assigned regions. This separation has raised difficulties for SUP 05 to gauge the effectiveness of training, budgeting, team make-up, fleet trends, policy implementation and instruction reviews and re-writes. The lack of continuity and consistency across Navy food service operations is driving the research behind this project, with the ultimate goal being recommendations that lead to the organizational structure that improves customer service fleet wide. The data set contains current Navy Food Management Team manning levels, annual budgets, Supply Management Certification scores for the last three years, training assist visit percentages and ship visit periodicities in each geographical area of responsibility. An extensive cost analysis was also performed covering salaries, basic housing allowances for team members by location, travel costs and facilities and office expenses in an attempt to provide a recommendation for the most efficient, cost effective team management for the future.
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Tse, Kei-yin Mickey, and 謝其賢. "A study on the hospital food service system in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B31223527.
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Schembri, Paulino. "Improving food allergen management in small food service businesses serving loose food." Thesis, University of Central Lancashire, 2017. http://clok.uclan.ac.uk/22990/.
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Food allergens, a concern for an increasing number of people, are common food ingredients found in most kitchens. For the majority of the population these ingredients are harmless yet for about 2% of the global adult population, these ingredients pose a health risk and at times could also be life threatening. There is no known cure for food allergies; therefore abstinence from consumption is the only assurance of food safety which means that controls of ingredients and preparation practices are imperative. This becomes more complex when the food is not prepared by the sensitive individual. To date, literature on food allergens has not sufficiently engaged in the management of allergens in the food service industry. The food service industry, irrelevant to size, is legally obliged since 2014, to inform the food allergy sufferers of food allergens present in the food served. This requires staff to be knowledgeable of the food allergens. The practices of producing safe food for allergy sufferers are hindered by barriers which are synonymous with the nature of the business and compounded in small food service businesses, however food allergy sufferers trust small business more when eating out. Understanding key factors in the preparation and serving of food to sensitive individuals required this research to adopt a mixed-method approach in analysing the procedures required in food production and preparation. Initially four allergy sufferers drew attention to their concerns of the practices in the food service industry during a focus group discussion held in Malta. This was followed by investigating the proper management of food by observing current practices in preparation, identifying gaps in training and discussing behavioural change. This thesis introduces an innovative multi-faceted toolkit which was developed to manage food allergens and tested in three small food businesses. Taking into account the literature review, the innovative toolkit provides a system which logs ingredients for recipe building through matrices, meets the sufferers’ requirements to be informed about the food through QR codes, and overcomes the barriers the food industry has to produce allergen free food. The research identifies lack of understanding of food allergens and their consequences by the food service staff and the influence this has on the quality of life, as contributors to the lack of trust the allergy sufferers have in the industry. Seventeen staff were trained in food allergen management. The participants’ knowledge was evaluated pre and post training. It was determined that the required change in behaviour to prepare safe food for allergy sufferers requires external drivers, as traditional classroom training alone failed to entrench better practices. The work provides a holistic understanding of the requirements of food allergens management and the improvements required to achieve effective allergen management training programmes in small food services businesses.
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Chou, Chieh-Chou. "MOrder Server food service." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2550.
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The purpose of this study was to develop a Point Of Sale system which helps owners to cut restaurant losses, improve customer service, reduce employee mistakes, and increase profitability. mOrder-Servers is touch screen oprerated at the point of sale, It has an easy to follow screen layout, and the simplicity of a windows based interface.
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Willis, James Russell. "The adoption of management and service innovations by rural Ohio hospitals /." The Ohio State University, 1994. http://rave.ohiolink.edu/etdc/view?acc_num=osu1487849696965916.
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Kwok, Ching John, and 郭靖. "A systematic review of the impact of service line management on quality and efficiency." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2012. http://hub.hku.hk/bib/B48423671.
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BACKGROUND: The healthcare landscape is changing at a pace that traditional management structures are ill equipped to handle. In response to demands for accountability and greater value, service line management (SLM), a popularized concept in the 1980s, has recently gained renewed attention as an organizational tool for improving hospital-physician relationships, coordinating care, and aligning organizational goals, resources, and strategies.
OBJECTIVES: The aim is to systematically review the literature on SLM to evaluate its effects on quality and efficiency in healthcare organizations and to identify factors that may affect success. After evaluating its impact and the potential factors affecting success, this paper will explore SLM’s generalizability and applicability in Hong Kong’s public healthcare system.
METHODS: Using key words, a systematic search of EBSCO, Medline (OvidSP), ProQuest, and PubMed databases was conducted. The reference lists of the literature were further examined to find more articles. The extracted data was evaluated for strengths, weaknesses, opportunities, and threats (SWOT analysis). This analysis was used to identify and explain the organizational and environmental factors influencing SLM.
RESULTS: The initial search yielded 1049 citations. After applying exclusion criteria and reviewing reference lists, 17 articles were identified. The review found that a variety of management structures could be use to achieve organizational objectives. Since each healthcare organization is unique, the structure must be tailored to its internal and external context. Success depends on multiple factors. The internal positive factors or strengths of SLM include enhanced care coordination, communication among staff, multidisciplinary collaboration, leadership, cost finding and planning, integration of information, and greater resource allocation to SLs. The internal negative factors or weaknesses include resistance to organizational change, lack of buy-in among key constituents, lack of internal readiness, inappropriate organizational structures, inadequate leadership skills, difficulties in identifying priority SL, disruptions due to the implementation process, and decreases in funding for non-prioritized areas. Positive external factors or opportunities include the potential for developing a market advantage, identifying improvement areas, enhancing patient safety, and improved public perception. Negative external factors or threats include funding cuts, alterations in reimbursement schemes, advancements in technology, and changes in market forces.
CONCLUSION: Despite the hopeful results and discussions presented in the reviewed articles, there is a lack of strong evidence to support implementation and to identify factors affecting success. This is largely due to the variety of ways in which SLM have been implemented and tailored to the diverse organizational and environmental factors. Despite difficulties in comparing various SLs, hospitals and health systems that fully embrace service line management are finding success. Using the service line approach may create opportunities and confer benefits, but it may also disrupt the provision of care. Thus, physicians and managers must consider the positive and negative impacts and implications of SLM before moving forward.published_or_final_version
Public Health
Master
Master of Public Health
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Djumic, M. "Developments in medical audit in hospitals in the National Health Service." Thesis, University of Manchester, 1990. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.232819.
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Qui, Li. "Morder-Client Food Service." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2772.
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In the Morder-Client Food Service, a waiter/waitresses orders meals via a wireless handheld device. By reading the order items listed on the screen of a personal computer which is in a kitchen, the cook can make the correct dishes. This system can improve service quality and efficiency.
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Phasha, F. G. "Management of public hospitals in Waterberg District (Limpopo Province)." Thesis, University of Limpopo, 2015. http://hdl.handle.net/10386/1234.
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Thesis (MPH.) --University of Limpopo, 2015BACKGROUND: There were perceptions that doctors as Medical Superintendents were unable to provide proper financial management of hospitals, thus administrators were appointed to manage hospitals irrespective of qualifications. The aim of the study was to determine how public hospitals are managed in Waterberg district (Limpopo province). METHOD: A cross sectional survey was conducted among 27 hospital managers in the Department of Health Limpopo province, in Waterberg district hospitals. A self -administered questionnaire was used for data collection. Data were analyzed using SPSS version 22.0, where both descriptive and inferential analysis was conducted. RESULTS: Of the 27 managers, 59.3% were females 40.7% compared to males. 96.3% of managers reported that they did not correctly implement PMDS and polices on RWOP were not applied. There was no statistical difference in management styles, according to gender (p>.05) and managers had a fair working relationship among themselves. CONCLUSION: According to the study, there is a great need to train hospital managers in management skills and other related policies, and giving them support in terms of resources such as: staffing especially health professionals, financial and working resources.
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Garza, Octavio Armando. "Food service establishment wastewater characterization and management practice evaluation." Texas A&M University, 2004. http://hdl.handle.net/1969.1/3220.
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Food service establishments that use onsite wastewater treatment systems are experiencing hydraulic and organic overloading of pretreatment systems and/or drain fields. Design guidelines for these systems are typically provided in State regulations and based on residential hydraulic applications. For the purposes of this research, hydraulic loading indicates the daily flow of water directed to the wastewater system. Organic loading refers to the composition of the wastewater as quantified by five-day biochemical oxygen demand (BOD5), total fats, oils and greases (FOG), and total suspended solids (TSS).
The first part of this study included an analysis of the central tendencies of analytical data of four wastewater parameters from 28 restaurants representing a broad spectrum of restaurant types. Field sampling consisted of two sets of grab samples collected from each restaurant for six consecutive days at approximately the same time each day. These sets were collected approximately two weeks apart. The numerical data included BOD5, FOG, and TSS. The fourth parameter evaluated was daily flow.
Data exploration and statistical analyses of the numerical data from the 28 restaurants was performed with the standard gamma probability distribution model in ExcelTM and used to determine inferences of the analytical data. The analysis shows higher hydraulic and organic values for restaurant wastewater than residential wastewater.
The second part of the study included a statistical analysis of restaurant management practices and primary cuisine types and their influence on BOD5, FOG, TSS, and daily flow to determine if management practices and/or cuisine types may be influencing wastewater composition and flow. A self-reporting survey was utilized to collect management practice and cuisine type information.
Survey response information and analytical data were entered into an ExcelTM spreadsheet and subsequently incorporated into SASTM statistical software for statistical analysis. Analysis indicated that the number of seats in a restaurant, use of self-serve salad bars, and primary cuisine types are statistically significant indicators of wastewater characteristics.
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Edwards, Stefan James Robert J. "U.S. Navy ships food service divisions moderning inventory management /." Monterey, California : Naval Postgraduate School, 2010. http://edocs.nps.edu/npspubs/scholarly/MBAPR/2010/Jun/10Jun%5FEdwards%5FMBA.pdf.
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"Submitted in partial fulfillment of the requirements for the degree of Master of Business Administration from the Naval Postgraduate School, June 2010."Advisor(s): Yoho, Keenan D. ; Brinkley, Douglas E. "June 2010." "MBA Professional report"--Cover. Description based on title screen as viewed on July 14, 2010. Author(s) subject terms: Inventory management, records keeper, stores onload process. Includes bibliographical references (p. 59). Also available in print.
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Edwards, Stefan, and Robert J. James. "U.S. Navy ships food service divisions: moderning inventory management." Monterey, California. Naval Postgraduate School, 2010. http://hdl.handle.net/10945/10520.
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MBA Professional ReportThe Navy's current inventory management procedures for receipt, inventory, stowage, and issue of provisions onboard ships have remained relatively unchanged for decades. Culinary Specialists are utilizing an antiquated and unreliable inventory management program (the Food Management System-FSM) developed in the 1990s, relying on hand written receipts, and inventory and issue procedures to manage provisions across the Fleet. As a result of current practices, ships are experiencing an unusually high rate of inspection failures, and poor inventory validities. Applying a strategic supply chain management approach, current procedures from receipt to issue of provisions will be described, including collecting and analyzing qualitative and quantitative data. Conclusions and recommendations will be offered on ways to substantially improve the overall process, e.g., improve inventory validities, reduce manhours and improve the quality of life for Culinary Specialists
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Arroyo, Jill. "Job safety applying critical incident techniques to job safety for residential restaurant operations /." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006arroyoj.pdf.
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Dezenhall, Amy. "Food and nutrition services in bone marrow transplant centers." FIU Digital Commons, 1985. http://digitalcommons.fiu.edu/etd/2790.
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Nutritional support for bone marrow transplant recipients is recognized as vital, yet little research has occured to determine the best method.
This study was designed to survey existing food and nutrition services in bone marrow transplant centers in the U.S. in order to determine similarities in the services provided among centers from which a model protocol could be established for such centers.
A survey instrument was developed and sent to all chief dietitians associated with BMT centers in the U.S, listed the International Bone Marrow registry, 1982. Items on the questionnaire included: background information on size and organization, nature of foodservice, and nutrition support services.
The research suggested that there was a trend away from sterile food service. Problems encountered in establishing the food and nutrition services included: availability of single-serve sterile foods, standardization of recipes, and palatability of autoclaved foods. Four centers switched from sterile diets to either low bacteria diets or modified house diets at some point in their operation. Patient related services of the registered dietitian were most concentrated on admission and during critical care monitoring. Near all respondents indicated a desire to form a network for developing standards for services provided.
Many differences between centers still remain which prevent the development of a model center.
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Green, Claudia G. "Decision making strategy in the selection of cook-chill production in hospital foodservices." Diss., Virginia Tech, 1992. http://hdl.handle.net/10919/39436.
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The primary purpose of this study was to develop and test a model for the process of making the decision to select/not select cook-chill for hospital food services. A second purpose was to determine the nature of the decision strategy, analytical versus intuitive, most predictive of satisfaction with cook-chill.
A generic decision model was developed based on an extensive review of literature on decision making. Due to the lack of research on food service systems, a modified Delphi technique was used to identify 1) the factors critical in the process of making the decision to select/not select cook-chill and 2) the characteristics of a successful hospital cook-chill operation. The information gathered from the Delphi technique was used to develop a questionnaire which would measure the applicability of the generic model to the decision to select/not select cook -chill food production.
The generic model was composed of five decision components and one satisfaction component. Using the model as a framework, a questionnaire was developed to test the relationships between the components of the model. Correlations between these components revealed that the use of the model was significantly related with satisfaction with the decision to select/not select cook-chill.
A "Checklist for the Process of Making the Decision to SelectINot Select Cookchill Food Production for Hospital Foodservices" was developed using the model and questionnaire as frameworks. The Checklist consists of 136 questions: 101 questions measuring the decision process and 35 questions measuring satisfaction with the decision. For the purposes of this study, analytical decision making was defined as a process where objective, as opposed to subjective information, was available and was used in the process of making the decision.
The Checklist consisted of questions to which there was a "yes" or "no" response. The higher the number of "yes" responses on the decision component questions, the more analytical the decision process and the higher the correlation with satisfaction. It was statistically determined that 37 "yes" responses resulted in satisfaction with the decision process. The lower the number of "yes" responses on the decision component questions, the more intuitive the decision process and the lower the correlation with satisfaction.
The results of this study are significant in that an extensive review of literature between 1950 and 1990 showed that there was little empirically based research on foodservice systems. The existing research prior to this study did not provide enough information to develop a model for the process of making the decision to select/not select cook-chill production for any foodservice operation. The model developed and tested in this research is generic in nature and should apply equally well in a variety of types of foodservices. It may be necessary to make minor adaptations to the Checklist to address the unique nature of various types of foodservices such as schools, college/universities, military, prisons, hotels, and restaurants.Ph. D.
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Sechrist, Joan B. "Impact of the 1983 Medicare Regulations on ten food service facilities in Kentucky." Thesis, Virginia Tech, 1987. http://hdl.handle.net/10919/33993.
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Five areas of hospital foodservice management, including; Inpatient Services, Cafeteria Services, Special Foodservices, Out-of-Hospital Services and Consolidation of Services, were studied to determine the impact of the 1983 Medicare Prospective Payment System. Ten Kentucky hospital foodservice directors were surveyed by phone.
The Prospective Payment System had an impact on all areas of foodservice management, especially in the Inpatient Services. Foodservice directors developed cost containment and revenue generating programs in response to the DRG's.
Note: The author has requested that her vita be removed from this Electronic Theses and Dissertation.Master of Science
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Adjei, Emmanuel. "The management of medical records in government hospitals in Ghana : an agenda for reform." Thesis, University College London (University of London), 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.341449.
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Trymell, Maria. "What is school food service quality? (part 1) : exploring perceptions of service quality among children and food service professionals in Sweden." Thesis, Högskolan Kristianstad, Fakulteten för naturvetenskap, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-21608.
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Background: Every year 260 million lunch meals are served in Swedish schools. To design sustainable meals that are eaten and appreciated by the children, not only the food is important but also to understand how the meeting between the Food Service Professionals (FSP) and the children, and part of the service provided, affects the children's overall meal experience. Objective: The purpose was to explore the perceptions of food service quality among children, and how FSP in school perceive and work with service during meal situations. Methods: The present study was the first qualitative phase of an exploratory mixed method study. Qualitative data was collected from six children 10 ≤ 13 years old, in five different Primary schools, and two FSP, from two different Primary schools, in south east of Sweden, through semi structured interviews. The quantitative study will be conducted spring semester 2021. Results: The study result showed that among the children and the FSP, service was perceived in terms of being “functional”, as well as “caring”. Functional referred to the importance of maintaining hygienic order in the school canteen, and to be able to answer questions regarding the content of the food. Service was also described by the FSP in terms of caring for the children and listening to their special needs. The FSP believed that their presence, in the canteen, was important for making the right decisions at the right time. Artefacts like food labels and the menu were interpreted as important service markers among the FSP. However, the artefacts could be perceived in the reversed way, as an expression of poor service quality among the children. Clearly, if the information meant that children’s desires and expectations were not satisfied; the perceived service quality could affect the overall meal experience in a negative way. Conclusion: The children perceived that service in the school canteen was about the FSP maintaining a hygienic order, in the canteen. Also, being close to the children, to be able to answer questions about the food's content, based on the children’s different needs, for example lactose-free, vegetarian, and pork-free. The FSP considered that the most important thing was to serve tasty food, prepared from scratch, and in doing that, include the different wishes from the children. In the meeting with the children, they stated that a commitment is created between the child, and that service quality was about having an eye for what needs to be done.
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Sneed, Phyllis Jean. "Work experience as evidence of competency in credentialing dietary managers /." The Ohio State University, 1985. http://rave.ohiolink.edu/etdc/view?acc_num=osu1487260135354435.
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Stern, Darrin. "The World University Games, Buffalo '93 : the complete food service perspective /." Online version of thesis, 1994. http://hdl.handle.net/1850/11856.
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Raison, Louis Brian. "Local Foods in Ohio Hospitals: Systemic Issues Advancing or Impeding Foodservice Participation." The Ohio State University, 2014. http://rave.ohiolink.edu/etdc/view?acc_num=osu1416841973.
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Quin, Lei. "Impact of kitchen equipment and workplace layout on labor productivity in university campus foodservice operation /." This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-06112009-063514/.
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許潤詒 and Yun-yee Encon Hui. "Strategic development of inflight catering in the Asia Pacific." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31267956.
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Hurt, Kelly M. "Recruitment and Retention of First Year of Service Registered Nurses in Rural Hospitals in Alabama." Franklin University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=frank1618856679568177.
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Miller, Olivia Patrice Chanté. "Human Capital Strategies of Leaders in the Food Service Industry." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3903.
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High voluntary employee turnover in the food service industry often exceeds 60%. Some food service leaders lack strategies to motivate employees to stay with the organization. High voluntary employee turnover negatively affects organizational profitability due to increased employee replacement costs and reduced organizational productivity. The purpose of this multiple case study was to explore the human capital strategies successful food service leaders use to reduce voluntary employee turnover intentions. The target population consisted of 4 managers of 4 different casual dining restaurants in Winston-Salem, NC who successfully used human capital strategies to reduce voluntary employee turnover intentions. The conceptual frameworks of this study were Herzberg's two-factor theory and G. S. Becker's human capital theory. Data were collected through semi-structured in-person interviews, employee handbooks, manager reference guides, exit interviews, and turnover trend reports. Transcript review and member checking strengthened the credibility and trustworthiness of this study. An inductive analysis of the data lead to the emergence of 4 themes, identified as positive work relationships with employees, employee motivation, employee incentives, and employee selection. Social implications include providing organizational leaders with a better understanding of human capital strategies to reduce voluntary employee turnover intentions. Additionally, the findings from this study may contribute to social change through improved organizational profitability which could increase competitive advantage and economic sustainability in the United States.
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Wilkinson, Richard F. "Hospitality management student work aspect preferences and reinforcers in the quick service restaurant industry /." free to MU campus, to others for purchase, 1997. http://wwwlib.umi.com/cr/mo/fullcit?p9841193.
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Haynie, Celinda V. "A survey of cash management practices in the food service and lodging industry." Thesis, Virginia Polytechnic Institute and State University, 1986. http://hdl.handle.net/10919/94463.
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A descriptive survey was sent to 434 food service and lodging companies May, June, and August of 1983. The objective of this survey was to investigate and assess current cash management practices. A response rate of 21.89% was received.
After the surveys were returned, results were analyzed in two ways: by frequency distribution tables and hypotheses testing. The frequency distribution tables described the results of the data. Hypotheses testing described the relationship between the independent variables, which are; the percent of assets held as cash, dollar value of net corporate assets, and level of revenue, and the dependent variables, which are prescriptive cash management techniques.
Survey results concluded that the larger the firm, as measured by asset base and level of revenue, the more sophisticated its cash management practices. Larger firms, as measured by asset base and level of revenue, more often follow prescriptive cash management practices than smaller firms.
Based on the conclusions of the Survey of Cash Management, it is recommended that small firms follow theoretical cash management practices.M.S.
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Luthuli, Lungile Precious. "Medical records management practices in public and private hospitals in Umhlathuze area, South Africa." Thesis, University of Zululand, 2017. http://hdl.handle.net/10530/1625.
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A dissertation submitted to the Faculty of Arts in fulfilment of the requirements for the Degree of Masters (Information Science) in the Department of Library and Information Studies at the University of Zululand, 2017This study investigates the different medical records management regimes within public and private hospitals in the Umhlathuze Area, KwaZulu-Natal Province, South Africa. The study made a comparison and examined whether the current management practices support service delivery in the context of the Batho Pele principles. In doing this, the study reviewed extensive literature on records management standards and theories, legislative framework of medical records in order to establish the extent of the level of compliance to the set regulatory framework in the management of medical records in South Africa. It also assessed the depth of the integration of ICTs in the management of medical records in South Africa. The targeted study sample in both the public and private hospital was 193. Of these, only 180 responded and this represented a respondent‟s rate of 93.5%. The study was largely a quantitative research. The study adopted a survey research design and used multiple forms of data collection techniques such as structured questionnaires, observations and document review. Quantitative data collected was analysed to obtain some descriptive statistics while qualitative data was analysed using content analysis to derive particular themes pertinent to the study. The two sets of results were compared and contrasted to produce a single interpretation and then conclusions were drawn. The study findings established that the records management practices in both hospitals were not well entrenched thus undermining quality health service delivery. This was evidenced by lack of awareness and existence of the records management policies and procedures manual; lack of adherence records management standard; lack of security measures, with rampant cases of missing files, folios and torn folders; delays in access and use of records; lack of an elaborate electronic records management programme and low levels of skill and training opportunities in records management. The use of paper records is still dominant in the public hospital; while the electronic medical record system was in place in the private hospital with some degree of success even though implementation challenges continue to exist. The integration of ICTs in the management of medical records was more evident in the private hospital while the public hospital continues to be underfunded undermining the current capacity for effective medical records management. The role of accurate, reliable and trustworthy medical records in the ii | P a g e context of quality health service delivery in accordance with Batho Pele principle in both hospitals remains problematic. In order to enhance the role of medical records for quality service delivery, the study recommended that a regulatory framework for records management should be developed and implemented in both hospitals. It is also recommended that more technical and human resource capacity is required in the public hospital to help speed up the services to its user while the private hospitals need to entrench their evolving capabilities in medical records management. The study further recommends that training around records management should be provided to all staff that deal with medical records management in both hospitals.
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Sindakis, Stavros. "Corporate venturing dynamics and patient involvement in service innovation : an exploratory study of private sector hospitals in northern Greece." Thesis, University of Portsmouth, 2015. https://researchportal.port.ac.uk/portal/en/theses/corporate-venturing-dynamics-and-patient-involvement-in-service-innovation(f246c301-89e2-4b04-b8b8-c236388aab23).html.
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Innovation and entrepreneurship are dynamic and holistic processes that are not restricted to the initial activity of a new undertaking. Many studies link and draw parallels between, not only corporate entrepreneurship and innovation but also innovation and the ability to enhance an organisation’s competitive positioning and to provide outstanding value to its customers. However, a lack of research has been identified regarding the synergy between innovation and entrepreneurship, noting that the synergy between the two concepts helps organisations to prosper. Likewise, continuous service innovation has been described by many authors as the most valuable means for companies to achieve long-term success and organic growth. It is also suggested that for service firms to achieve even greater success, a customer-orientation perspective should be adopted. Although many studies concerning the service sectors and in particular service innovation have been carried out, they have rarely been conducted in the context of healthcare, and in particular, that of mental healthcare. Also, few studies have focused on the interaction and involvement of patients in the development of new health services. The study contributes to the related literature by providing conceptually developed and exploratory-based research, examining the Greek mental healthcare sector. The study contributes in two significant ways: It develops (1) a useful conceptual framework, which introduces a new perspective to the literature of both innovation and entrepreneurship, and (2) the new business model, which presents the means by which patients contribute to opportunities identification, illustrating their participation in the development process. More specifically, this study investigates the influence of user involvement on new health service development and presents the means by which the outcome can enhance a hospital’s entrepreneurial activity. On one hand, this study advances previous service innovation theory by associating with the entrepreneurship theory, while on the other, extends previous knowledge regarding the benefits of customer participation in new health service development.
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Ho, Lai-chu, and 何麗珠. "Waste management in in-flight catering service industry." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2000. http://hub.hku.hk/bib/B42575394.
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Samkange, Faith. "The implementation and utilization of information and communication technologies in hotel food service management:." Thesis, University of Derby, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.506691.
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Frederiksen, James. "Quality service in a large metropolitan healthcare facility's cafeteria : a comparison of customer perceptions and management perceptions as measured by SERVQUAL /." Online version of thesis, 1995. http://hdl.handle.net/1850/12018.
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Voigt, Rianne Ruth. "Model vir ervaringsleer in voedseldiensbestuur." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/1887.
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Thesis (MTech(Teacher Education))--Cape Technikon, Cape Town, 1999The food service management industry is aware of the importance of an effective experiential learning programme. The technikons try to meet the demands of the food service management industry through involvement of mentors and students. This study undertakes to examine/investigate the deficiencies and problems concerning the experiential learning components of the food service management course, as it is evident that this forms an integral part of the food service management diploma. Although the food service managers is aware of the experiential learning programme, no formal information such as: an employers'/mentors' manual; orientation of other procedures of the technikons or industry; comprehensive evaluating procedures; coordinators' visits and debriefing procedures, is explained or sent to the industry or student. The researcher's involvement with experiential learning and specifically the administration of the experiential learning programme, led to the hypothesis that there is a need for a formal structured experiential learning programme to clear up the confusion and uncertainty regarding the involvement of the student and employer/mentor. As starting point a situation analysis was done to compare the South African perspectives of experiential learning. This information was gathered to place the food service management experiential learning programme in perspective for technikons, students and the food service management industry. The second section deals with a comparative study of the international procedure of experiential learning as currently done in the United States of America (USA), the United Kingdom (UK) and South Africa (SA). What follows next is a comparative study, testing the literature against the reality, as it is experienced in tertiary institutions in the USA, UK and SA. Details of this are expounded in chapter 40f this study. Findings are reported and recommendations regarding the application of an . efficient, productive, structured experiential leaming programme for the course: Food Service Management, are noted in chapter 5. In the last section an explanation is given of the following proposed manuals: • Tutorial Manual • Student Manual • Employer/Mentor Manual • Coordinator Manual during student visits • Debriefing Manual These proposed manuals should be used to satisfy the needs of all involved: employers, technikons and students.
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Reid, Robert D. "An assessment of the relationship between unit managers' attitudes and practices and the employment status of older workers in the foodservice industry." Diss., Virginia Polytechnic Institute and State University, 1985. http://hdl.handle.net/10919/76482.
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The purpose of this study was to: (1) describe the relationship between unit managers' attitudes and practices and the employment status of older workers in a segment of the foodservice industry; and (2) derive implications about the educational and training interventions necessary to facilitate the increased labor force participation of older workers in the industry.
Demographic trends influenced the development of this study. The foodservice industry’s heavy reliance on younger workers and reports of potential labor shortages were reasons the study was undertaken.
The population consisted of the membership of the National Restaurant Association. From this group a stratified random sample of 480 foodservice units was selected. Data were collected via questionnaires sent to the identified unit managers.
The results indicated positive relationships between the employment of older workers and the following variables: establishment of a formal training program; the use of self-paced training methods; and the availability of employment alternatives. Older workers were most frequently employed in the institutional segment of the foodservice industry and in units in which a larger percentage of older managers were employed.
Educational and training interventions which would facilitate the employment of older workers were presented. These included: training for managers; training programs for older workers; and employment alternatives.Ed. D.
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West, Joseph John. "Strategy, environmental scanning, and their effect upon performance: an exploratory study of the food service industry." Diss., Virginia Polytechnic Institute and State University, 1988. http://hdl.handle.net/10919/54458.
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The major purpose of this study was to examine the relationship of strategy and environmental scanning to performance. Porter’s (1980) strategic typology was utilized to classify foodservice firms by strategic orientation; and, an analysis of variance was performed to determine the differences in their performance. Environmental scanning engaged in by the firms was measured utilizing a modified multimethod - multitrait scale developed by Hambrick (1979). A final analysis conducted in this study was the comparison of environmental sectors scanned by high and low performing firms of each strategic group to determine their relationship with the performance variables. The three performance variables used in this study were: (a) Return on Sales, (b) Return on Assets, and (c) Growth in Unit Sales.
All foodservice firms surveyed were either independent corporations or strategic business units of larger corporations whose major source of revenue was the foodservice industry. The study was nationwide with 18 national, 32 regional, and 15 local foodservice companies participating. The data was collected from fiscal year 1982 through fiscal year 1986 from both private and public sources.
Strategy and environmental scanning were found to have substantial influence on both Return on Sales and Return on Assets. High performing firms in both differentiation and low cost strategies were found to engage in significantly greater amounts of environmental scanning than low performing firms in those two strategic groups. Focus strategy underperformed all other strategic groups in all performance measures.Ph. D.
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Qin, Lei. "Impact of kitchen equipment and workplace layout on labor productivity in university campus foodservice operation." Thesis, Virginia Tech, 1994. http://hdl.handle.net/10919/43163.
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Campus foodservice has experienced drastic changes over the twentieth century. Its cafeteria style service has some major advantages in catering the needs of the clientele: speed of service, convenience in food selection, and range of price, and so forth. As enrollments in colleges and universities have been continuously increasing during the past few years, campus foodservice operation is gaining its importance in the foodservice industry. Additionally, it serves as a part of the marketing mix with an appeal to increasing number of students.
The campus foodservice administrators are facing increased pressure of cost containment. Therefore, how to improve operational efficiency and productivity has been a major concern among foodservice managers. However, this is difficult to achieve due to the numerous variables likely to influence productivity with interrelating factors, such as policy and standard, employee and management skills, efficiency of facility layout, and so forth. There is a lack of published reports that single out these variables and provide in-depth analysis as to their impact on productivity.
Efficiency of kitchen equipment and workplace layout has been identified as a variable that influences labor productivity. It is the objective of this study to utilize the variables inherent in meal production of campus foodservice operations to assess the efficiency of kitchen equipment and workplace layout and determine their impact on with labor productivity.
Case studies were conducted in Owens Food Court, Shultz and Dietrick Dining Halls on the campus of Virginia Polytechnic Institute & State University. Work flow analysis and process time analysis of kitchen employees was utilized to collect data in describing work flow and utilization of labor time in meal production among the dining facilities. Ten entree items were purposively sampled from each dining facility.
The Product Process Gross Charts, often used in industrial engineering, were used as a major data collecting tool. A total of 150 charts, which included Move Charts, Distance Charts, Travel Charts, Description of By-pass, and Worker Process Time Charts, were utilized extensively for data collection and interpretation.
The differences in work flow variables and utilization of labor time variables among the dining facilities were studied. An analysis of the influence of work flow variables on the utilization of labor time was conducted. In addition, the differences in the functioning of work flow variables in affecting utilization of labor time among the dining facilities were also analyzed.
The results showed significant differences in absolute travel distance and percentage of time spent walking and (or) for delays among three dining facilities. Further more, collapsed information indicated that absolute travel distance was positively related with percentage of time spent walking and (or) for delays; and that percentage of backward movement was also positively related with percentage of time spent walking and (or) for delays.
Based on the findings, it is recommended by the researcher that a smooth work flow should be achieved in kitchen design, and some major equipment and workplace should be located within the direct line of flow. Equipment and workplace should be organized into different "functional clusters". It is also recommended that further research would be useful in identifying additional variables which would account for a great percentage of variance in the utilization of labor time.Master of Science
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Yoon, Eunju. "Food defense management plan implementation intention : an application of protection motivation theory." Diss., Manhattan, Kan. : Kansas State University, 2007. http://hdl.handle.net/2097/439.
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Alqasimi, Ibrahim E. M. "Can Total Quality Management improve the quality of care in Saudi Arabian hospitals? : a patient and service provider perspective." Thesis, University of Salford, 2017. http://usir.salford.ac.uk/43578/.
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Background: The purpose of this study was to explore existing TQM practice in Saudi Arabian public hospitals, with the aim of improving quality of care, efficiency and productivity, and promoting strong patient satisfaction. Saudi Arabia has made significant investments in its healthcare system, but the country has not achieved desired returns in terms of quality outcomes and patient satisfaction. Considering that globally, regionally and domestically TQM, quality of care (customer service) and patient satisfaction (customer satisfaction) are receiving increasing attention in the healthcare sector, it is essential to evaluate TQM especially, in the services sector. Methodology: The mixed method approach was deployed to allow for the across-method triangulation of both qualitative and quantitative methods, to bring depth of insight and increase generalisability. Qualitative semi-structured interviews were the tool of choice to collect data from TQM managers and head nurses, while quantitative questionnaires gathered data from both nurses and patients at the main customer interface point. Data were collected at two public hospitals based in the capital city of Riyadh, Saudi Arabia. Findings: Qualitative findings reveal five themes: the need to create synergy between TQM practice and levels of understanding throughout the organisation, taking action to improve communications by establishing effective inter-institutional communication strategies (IICSs), placing greater targeted investment on enhanced competency development, training and the need for institutionalisation of transformational leadership throughout the hospitals. Quantitative findings showed that nurses and patients were dissatisfied with jobs and services, respectively, and that staff training and effective communication are critical factors in the delivery of quality care/TQM practice. Importance and Relevance: This is the first study to test and investigate the three levels of healthcare provider (governmental level, managerial level and operational level) in Saudi Arabia and to assess whether TQM can improve the quality of care in government hospitals. Conclusion: The successful implementation of TQM, and hence improved quality of care, depends on important success factors such as effective communication, employee training, transformational leadership, staff motivation, measuring, level of understanding and improving patient needs in the healthcare sector.
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Heim, Gregory R. "Management of technology and quality in electronic consumer service operations : applications to electric food retailing /." Diss., ON-CAMPUS Access For University of Minnesota, Twin Cities Click on "Connect to Digital Dissertations", 2000. http://www.lib.umn.edu/articles/proquest.phtml.
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Jackson, Linda. "Food safety management and associated food handler behaviours in a prominent South African entertainment facility." Thesis, [Bloemfontein?] : Central University of Technology, Free State, 2011. http://hdl.handle.net/11462/143.
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Thesis (M. Tech. Environmental health) -- Central University of technology, Free State, 2011Millions of people in South Africa eat out every day, utilising the food service sector. Although the lack of an effective reporting system makes it difficult to know how many of these people suffer from food-borne illness, statistics from the developed countries show that this number may be significant. There is, therefore, the need to ensure that the food service sector, which encompasses fast food outlets, hotels and similar accommodation outlets offering food and beverage services, restaurants, caterers, etc., implement effective food safety management systems. Internationally, the trend has been that food safety management systems should be based on the internationally accepted Hazard Analysis Critical Control Point (HACCP) principles. In South Africa, the implementation of HACCP as a food safety management system has been driven by international trade requirements where foods are exported to countries such as the European Union or the United States of America. A national regulation requiring HACCP implementation was promulgated in 2003, but compliance is not yet required for the food service sector. Currently, neither of the above mentioned factors put adequate pressure on the food service sector to implement formal food safety management systems. However, increasing international tourism and the hosting of international sporting events has brought this sector under scrutiny. Food handlers have been implicated in many outbreaks of food-borne illness and much research has been done to investigate causal factors in this regard. Food handler training has been proposed as a strategy to improve food safety practices. However, research has shown that the traditional provision of food safety and food hygiene knowledge does not equate to improved food safety behaviours. Some authors postulate that the organisational context, created largely by the management of an organisation, is of greater significance than training. Less research is available on these management factors – defined as the situational factors when discussing organisational culture, or defined as enabling and reinforcing factors when discussing food handler behaviour. This study commenced with the hypothesis that food handlers are not able to implement the correct food safety behaviours in the absence of sufficient management support. This support would require appropriate policies regarding food safety, the provision of training and infrastructure and enforcing the correct behaviours by line management, as a minimum. The aim of this study was to investigate and assess the role of line management in relation to food safety at a prominent South African entertainment facility. In order to achieve this, the following objectives were defined for the study: to conduct a qualitative assessment of the role of management in food safety, to assess the role of management in the provision of food safety training and to assess the role of management in the provision of a basic hygiene infrastructure at the study site in order to allow food handlers to carry out the correct behaviours. The objective of conducting a qualitative study of management practices, policies and resource provision with respect to food safety revealed that there was no formal evidence of management commitment to food safety other than the recent provision of food handler training. The findings also indicated a lack of a formal management system for food safety at the study site. In the exploratory survey of food safety training and knowledge, results showed that only 60 % of staff in the survey had received training. This indicates that at the time of the survey, the study site did not fully comply with the minimum legal requirements for food handler training. The results of the employee survey further indicated that employees were aware of the importance of hand washing although it was not possible to determine whether this knowledge was as a result of the training intervention or prior knowledge. Many of the supervisors were not yet trained in food safety and the impact of the food safety training intervention on related behaviours at the site will require further in-depth assessment. Upon investigating the food hygiene infrastructure provided at the study site to allow food handlers to carry out the correct behaviours, findings indicated that although the personnel hygiene programme addressed most of best practice requirements in design, the implementation of the hand washing requirements was not aligned with accepted norms due to the lack of sufficient hand wash basins. The provision of facilities such as sufficient and conveniently located hand wash basins is a management function and findings suggest that, as a priority, management should ensure that they are not contributing to the lack of implementation of the correct food safety behaviours of food handlers as a result of failing to provide the necessary resources. The results of this study should be of value in the food service sector, specifically hotel kitchens, as a guideline to ensure that management plays an effective role in facilitating food safety management systems. A robust food safety and food hygiene training programme for all levels of the organisation is essential in ensuring adequate knowledge of food safety hazards and correct practices. Training should be supported by daily supervision of food safety controls, management commitment and a work environment that supports the implementation of the correct behaviours. Literature has shown that undesirable practices are often deeply rooted in kitchen culture. It has further been commented that culture changes require a top-down approach which usually involves working with the leadership of the organisation. Important policies and procedures generally originate from the management tiers and will always require the concurrence of management in providing resources, altering priorities or otherwise changing how things are done in the organisation. The results of this study are invaluable in highlighting areas in an organisation that could be targeted to change the kitchen culture. Such changes are primarily the responsibility of management. Ultimately, this study endeavours to contribute to the body of knowledge pointing to the role of social-behavioural aspects in ensuring food safety and thereby consumer well-being.
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Antonsson, Henrik, Lukas Engström, and Vytautas Verbus. "Innovation within Fast Food Restaurants : The role of the local restaurant management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-15527.
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Background: Innovation is an important aspect of business today. It is important for companies to be innovative in order to stay competitive with their competitors. During the last couple of decades, technology has become more and more common both in our daily life, as well as in businesses. This has lead to an increase in technology implementation, especially within the service industry, where customers now can use self-service technologies in order to receive the service on their own. However, a lack of self-service technologies was discovered within the fast food industry. Since these types of innovations increased the service efficiency and decreased the waiting-time for customers, the authors believed that this would be very interesting for local managers within the fast food industry. Therefore, the authors began to investigate how much power local management has over these types of new innovations. Purpose: The purpose of this thesis is to explore how local management affects the innovation process, within fast food restaurant chains. Method: By conducting a cross-case study with the two fast food companies Subway and Max, the authors interviewed local fast food managers in order to explore the effect local management have on the innovation process. These two cases were selected since Subway fully consists of franchisees, while Max is almost completely company owned. Therefore, the two most common organizational structures within the fast food industry are included which will provide a more fair view of the industry. Conclusion: The effect of the innovation process has a positive relationship with the amount of power distributed to the local management. However, these areas differ depending on the organizational structure, with franchisees achieving their highest amount of power within medium-sized innovations and managers in company-owned outlets maintain their highest amount of power within minor innovations. Even though the overall communication was perceived as satisfying and efficient, large opportunities for improvements occur. By implementing more horizontal communication within the local management, it is in the belief of the authors that the entire internal communication will benefit. Especially this would benefit the franchise system where an increased local communication and collaboration would lead to more efficient communication throughout the entire organization.
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Lee, Robert Henry. "Comments, compliments and complaints : the use of patient feedback in the management of hospitals in the National Health Service in England." Thesis, King's College London (University of London), 2015. http://kclpure.kcl.ac.uk/portal/en/theses/comments-compliments-and-complaints(f800a5ff-be32-48e6-875e-76b3b38a091a).html.
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Feedback from patients has become increasingly important in the provision of health care and the management of health services in many countries in the last 30 years. Government policy in England and the published research literature from different countries have focused more on the collection than on the use of patient feedback. There are significant gaps in the research literature relating to the ways in which patient feedback is used in the management of health services. The purpose of this research is to examine how feedback from patients is (or is not) used in the management of hospitals in the National Health Service in England. This thesis contains the results of a qualitative study of the use of patient feedback in two purposively selected NHS foundation trusts in England. Data were collected through interviews with managers, from government and Trust documents and websites, and through the observation of meetings. The findings show that qualitative feedback about patients’ subjective experience of their illness and services is used by managers to engage with and motivate staff, but that the quantified results of surveys are used to establish criteria and standards for service improvement. Although compliments and commendations by patients are used to praise staff they are not used to help set explicit standards for service improvement. Boards of directors sometimes use feedback from patients to help set strategies for quality improvement, but appear not subsequently to use that feedback explicitly to monitor the implementation of these strategies or assure the quality of services. The thesis fills gaps in the published literature by demonstrating that, although patient feedback is used in a variety of ways in the management of staff and in the development of strategies to improve the quality of services, managers in general and boards of directors in particular do not always use that feedback systematically to assure and improve the standards of service for patients.
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Espinoza, Amy, Estefania Rojas, Jose Rojas, and Carlos Raymundo. "Methodology for reducing staff turnover in service companies based on employer branding and talent management." Springer Science and Business Media Deutschland GmbH, 2019. http://hdl.handle.net/10757/656352.
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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.The turnover rate of personnel in companies in the service sector is approximately 10%. In Peru, this figure is above 15%, which generates high cost overruns for organizations. Companies with the highest turnover are the service companies, and the operational staff is regarded the key factor of these organizations. Previous research has been carried out on this issue, and the solutions are models with the objective of retaining employees, using Employer Branding, Endomarketing, and Talent Management techniques. However, for this study, a model based on the combination of these techniques was designed and applied. Thus, it is intended that the model managed to meet the concerns raised and to reduce costs in companies. The model was applied in a company in the fast food sector, aiming the frontline/operational personnel of the organization. The results showed that an agile recruitment process and development of personnel training significantly reduces high rates of personnel turnover and the costs presented by this. Additionally, it is proven that the leadership of store managers plays an important role in increasing employee satisfaction and commitment within the organization.