The catering cycle
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The catering cycle







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The catering cycle. Figure 1.1 After Cracknell et al . 2000. Comparison of traditional and systems approaches. Table 1.1 Source:  Records and Glennie (1991). Three systems in food and beverage operations. Operations hierarchy. Table 1.2. Dimensions of the hospitality industry’s product.
The catering cycle

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Slide 1

The catering cycle

Figure 1.1

After Cracknell et al. 2000

Slide 2

Comparison of traditional and systems approaches

Table 1.1

Source: Records and Glennie (1991)

Slide 3

Three systems in food and beverage operations

Slide 4

Operations hierarchy

Table 1.2

Slide 5

Dimensions of the hospitality industry’s product

  • Intangibility

  • Perishability

  • Simultaneous production and consumption

  • Ease of duplication

  • Heterogeneity

  • Variability of output

  • Difficulty of comparison

Slide 6

Customer satisfactions

  • Physiological needs

  • Economic needs

  • Social needs

  • Psychological needs

  • Convenience needs

Slide 7

Customer dissatisfactions

  • Controllable by the establishmente.g. scruffy, unhelpful staff, cramped conditions

  • Uncontrollablee.g. behaviour of other customers, the weather,transport problems

Slide 8

Reasons for eating out

  • Convenience

  • Variety

  • Labour

  • Status

  • Culture / tradition

  • Impulse

  • No choice

Slide 9

Meal experience factors

  • Food and drink on offer

  • Level of service

  • Level of cleanliness and hygiene

  • Perceived value for money and price

  • Atmosphere of the establishment

Slide 10

PESTLE factors

  • P Political

  • E Economic

  • S Socio-cultural

  • T Technological

  • L Legal

  • E Ecological

Slide 11

The five competitive forces

Figure 1.4  

Adapted with the permission of The Free Press, a Division of Simon & Schuster, Inc., from Competitive Advantage: Creating and Sustaining Superior Performance by Michael E. Porter. Copyright © 1985, 1998 by Michael E. Porter

Slide 12

European Foundation for Quality Management Excellence Model

Figure 1.6  

Adapted from EFQM, 1999

Slide 13

Customer service versus resource productivity

Customer service Resource productivity

Figure 1.7

Slide 14

Integrated Service QualityManagement Model

Figure 1.8


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