NUTR 5650 (CH2- WKSHT)
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Central New Mexico Community College *
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Course
1140L
Subject
Health Science
Date
Feb 20, 2024
Type
docx
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6
Uploaded by aromero356
Chapter 2
Managing Quality Worksheet
1. Identify the quality that you believe would describe most accurately an approach to a foodservice system.
-
The quality that would describe a foodservice system: o
Able to satisfy stated or implied needs.
o
A product or service free of defects. 2. How are quality standards developed?
-
They are developed by:
o
Allowing feedback from consumers.
o
Comparing competitor’s products.
o
Evaluating goals and objectives.
o
Creating policies and procedures. 3. If you wanted to purchase a snack or meal between classes, describe criteria you would use to differentiate high quality products and services from lower-quality product and service.
Products and Services:
-
Good Quality
-
o
Great taste
o
Cheap to buy o
Freshly made o
Clean environment o
Friendly staff -
Poor Qualit
y-
o
Bad taste o
Expensive to buy o
Prepackaged or frozen o
Dirty environment o
Staff ignore you
4. If the principles that Deming, Juran and Shewhart advocated were effective to produce high quality armaments during World War II, why do you think they were abandoned after the war?
-
Abandoned because:
o
There wasn’t a demand for them anymore.
o
The economy declined after the war.
o
They were more expensive and time consuming to make.
5. Why is quality assurance less effective than continuous quality improvement to provide superior products?
-
QA is less
effective because:
o
Doesn’t try to make the product better. o
Only focuses on the output process.
-
CQI is more
effective because: o
Keeps trying to make it more efficient and effective at all stages of development.
6. In a nursing home, identify the internal and external customers.
Customers:
-
Internal
-
o
Employees (nurses, other medical staff, food workers, custodians, and receptionist)
o
Food Suppliers -
External
- o
Patients o
Patient families and friends
o
Doctors 7. How does empowerment of employees improve quality of the product?
-
Empowerment of employees improve product by: o
Giving selective staff more responsibilities (makes them feel trusted).
o
Encouraging employee feedback.
8. Why does Total Quality Management (TQM) require long-term commitment?
-
TQM requires long-term commitment because: o
It cannot be implemented overnight. o
Results take time to occur. o
Communication and agreement among all departments is needed. 9. How does Control Quality Insurance (CQI) differ from Total Quality Management (TQM)?
-
CQI focuses on:
o
Improving the process and outcomes of an operation. -
TQM focuses on:
o
Improving customer satisfaction.
o
Promoting change.
o
Establishing an effective cultural environment. 10. Why are elimination of defects and reduction in variance important aspects of a Six Sigma program?
-
It’s an important aspect because: o
It helps companies better understand customer needs. o
It produces reliable products and services. o
It helps reduce cost.
o
It makes customers satisfied.
11. Why does reengineering focus on the process rather than the outcome?
-
Reengineering focus on the process more because:
o
It’s the complete end-to-end set of activities that create a value for the customer. o
Being able to change the process is what achieves the improvements in performance. 12. Define the following terms used in process improvement.
-
Benchmarking
:
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o
Comparison against best performance in the field. -
Flow Charts
:
o
Graphical representation of the steps of the process. -
PDCA Cycle
(plan-do-check-act):
o
A model for coordinating process improvement efforts.
-
Cause and Effect Diagram
:
o
Illustrate the factors that may influence, or cause a given outcome. -
Histograms
:
o
Bar graphs that are used to display graphically the frequency distribution idea. -
Control Charts
:
o
Are graphical records of process performance over a period of time. -
Pareto Analysis
:
o
Often called 80-20 rule.
o
80% of a given outcome typically results of 20% of an output. -
Scatter Diagrams
:
o
Provides a visual way to examine possible relationships between two variables. 13. What types of organizations would a school foodservice director use to compare their performance (benchmarks)? Identify four different criteria that could be benchmarked in school foodservice.
1. Total Food Cost
2. Productivity measured using meals per labor hour (MPLH)
3. Total Revenue 4. Average lunch participation rate
14. Define the following quality standards:
-
ISO 9000
:
o
Series of standards are a group of five individual but related international standards on quality management. -
Keys to excellence
:
o
Developed by the “School Nutrition Association” to provide quality standards for Child Nutrition Programs. -
Professional practices in college and university foodservice
:
o
A manual developed by the “National Association of College and University Food Service” as a tool for professional development, self-assessment, and continuous
quality improvement. -
ORYX
:
o
A new initiative launched by “The Joint Commission” that integrates outcomes and
other performances measurement data into accreditation process.
15. What would be the most appropriate process improvement tool to use in each of the following situations?
a. Develop an understanding of the steps necessary to complete a task
-
Flowchart
b. Identify the unnecessary activities in a complex procedure
-
Flowchart
c. Identify all of the possible reasons for a problem
-
Cause and Effect Diagram
d. Categorize causes of problems into materials, labor, methods, machines
-
Cause and Effect Diagram
e. Show variance around the mean of a process
-
Control Chart
f. Demonstrate the effect of process improvement n variability of the outcome
-
Control Chart
g. Identify the most promising input to address in a process improvement project
-
Pareto Analysis h. Demonstrate visually the effect of changing one variable on a second variable
-
Scatter Diagram 16. How does The Joint Commission (TJC) contribute to improvement of quality in health care organizations?
-
TJC contribute to improvement by:
o
Setting standards for improving quality and safety of patient care.
o
Being independent and a not-for-profit organization. 17. If you learned that a given hospital had earned the Malcolm Baldrige National Quality Award recently, what would you know about that hospital?
-
I would know that the hospital was recognized for their achievement in quality and performance in their healthcare origination.
18. If you were trying to improve quality in a foodservice organization, are you more likely to be successful if you focus on the input portion of the model, the transformation portion of the model, or the output portion of the model?
-
You would be more likely to be successful if you focus on the transformation portion because it would improve all subsystems and lead to a proficient output.
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