Professional Accreditation in the Hotel Industry: ISO 22000 Cognition and Reality

1. 1

2. Professional Accreditation in the Hotel Industry: ISO 22000 Cognition and Reality

3. 3

4. 4

5. Research motivation Project Vanguard for Excellence in Tourism 5

6. 6

7. Magnificent scenery 7

8. Bio diversity small islands 8

9. Folklore, art & culture 9

10. 14 Aborigine tribes 10

11. Mountain climbing 11

12. Railroad culture trip 12

13. Hot spring relaxation 13

14. 12 days around island cycling 14

15. Taiwanese regional cuisine 15

16. Research motivation and background “Project Vanguard for Excellence in Tourism” by the Taiwanese Cabinet 1. 2010 Budget of US$237.4 million 2. Project funds will be allocated to the promotion of international tourism, including attracting mainland Chinese tourists 3. 2010 target for mainland tourists is 900,000 4. Totally 14 tourism development plans 5. Plans for Taiwan to become a tourist transit center in East Asia and an important attraction for international tourism, following the direct transportation links across the Taiwan Strait 16

17. Research motivation and background “Project Vanguard for Excellence in Tourism” 1.One of the sub projects is intended to improve the general hotel quality 2. Loan-interest subsidies 3. Subsidies for design/ planning expenses 4. Training guidance 5. Encourage initiative by operators to upgrade 6. 256 hotels received assistance from 2004 to 2009; approximately 15,000 guest rooms were improved 17

18. Research motivation and background “Project Vanguard for Excellence in Tourism” How to improve the general hotel quality? 1. It encourage hotel industry to purse the ISO 22000 and HACCP 2. Most of the expert consultation and assistance cost either obtaining an ISO 22000, HACCP, eco hotel or green hotel could be subsidized by the government fund 18

19.  19

20. International Standards for Business, Government and Society The International Organization for Standardization (ISO) creates many different types of standards ISO is made up of standards institutes from 154 different countries What is ISO? 20

21. What is ISO 22000? It is a Food Safety Management Standards (FSMSs) that uses a management systems approach as well as a hazard analysis and critical control point (HACCP) process. The goal of ISO 22000 is to provide one internationally recognized standard for a food safety management system that can be applied to any organization in the food chain. 21

22. FOOD SAFETY MANAGEMENT SYSTEM INTRODUCTION TO ISO 22000:2005 22

23. Food Safety Assurance that food will not cause harm to the consumer when it is prepared and/or eaten according to its intended use. Source: Codex Alimentarius in 1963 (by World Health Organization & Food and Agriculture Organization) 23 The Codex Alimentarius Commission was created in 1963 by FAO and WHO to develop food standards, guidelines and related texts such as codes of practice under the Joint FAO/WHO Food Standards Programme. The main purposes of this Programme are protecting health of the consumers and ensuring fair trade practices in the food trade, and promoting coordination of all food standards work undertaken by international governmental and non-governmental organizations. The Codex Alimentarius Commission was created in 1963 by FAO and WHO to develop food standards, guidelines and related texts such as codes of practice under the Joint FAO/WHO Food Standards Programme. The main purposes of this Programme are protecting health of the consumers and ensuring fair trade practices in the food trade, and promoting coordination of all food standards work undertaken by international governmental and non-governmental organizations.

24. Food Safety Protecting People: People may get sick if the food products are not handled carefully Keeping the Employees and Customers: It make the industry better place to work and a place where customers returns Preventing Food Safety Errors: Due to food handling errors during industrial operations any food product can become dangerous 24 Protecting People: People may get sick if the food products are not handled carefully Keeping the Employees and Customers: Keeping Customers and Co-workers safe helps make the industry better place to work and a place where customer returns Preventing Food Safety Errors: Due to food handling errors during industrial operations any food product can become dangerous Protecting People: People may get sick if the food products are not handled carefully Keeping the Employees and Customers: Keeping Customers and Co-workers safe helps make the industry better place to work and a place where customer returns Preventing Food Safety Errors: Due to food handling errors during industrial operations any food product can become dangerous

25. Food Safety – Historical Background 1.First HACCP system was developed between NASA and Pillsbury Company in 1971 to prevent the astronaut from getting sick in space. 2.Become a regulatory requirements in European Union since 1998. 3.US Food and Drug Administration also adopted the HACCP approach as part of control mechanism for food safety. 25

26. Food Safety Management System Why it is required? Intense farming and processing of food Increase in meals consumed outside home Increase in ready to eat foods More traveling across the world Increased amount of exotic imported foods 26 INTENSE FARMING, INTENSE PRODUCTION-INCREASE RISK OF PATHOGENS AND HAZARDEOUS CHEMICALS ON RAW FOOD INCREASE IN NUMBERS OF SUSCEPTIBLE PEOPLE-ELDERLY. INTENSE FARMING, INTENSE PRODUCTION-INCREASE RISK OF PATHOGENS AND HAZARDEOUS CHEMICALS ON RAW FOOD INCREASE IN NUMBERS OF SUSCEPTIBLE PEOPLE-ELDERLY.

27. Diverse Food Safety Management System 27

28. ISO 22000:2005 A management system designed to enable organizations to control food safety hazards along the food chain in order to ensure that food is safe at the time of consumption ISO 22000:2005, clause 1 28

29. ISO 22000:2005 Features: First global food safety standard. Harmonizes the voluntary international standards. Employs proven management system principles. Enables a common understanding of what a food safety management system is. 29

30. ISO 22000:2005 Features: Requires legal compliance checking Integrates existing good practice Internal and external monitoring 30

31. ISO2000:2005 Benefits: Overcomes many of the limitations of traditional approaches to food safety control. Potential to identify all conceivable, reasonably expected hazards. Capable of accommodating the changes. 31 collecting and examining sufficient number of samples, -high cost, -time,-identification of problems without understanding the causes,-limitations of “snap-shot” inspectioncollecting and examining sufficient number of samples, -high cost, -time,-identification of problems without understanding the causes,-limitations of “snap-shot” inspection

32. ISO2000:2005 Benefits: Help to target or manage resources to the most critical part of the food operation. Can promote international trade by equalizing food safety control and by increasing confidence in food safety. Applicable to whole food chain. 32

33. ISO2000:2005 It is designed for the entire food chain: 1.Producers 2.Suppliers 3.Manufactures 4.Distributors 5.Retailers 6. Food service organizations: Hotels Flight catering Contract food service companies. 33

34. Food chain 34

35. Entry of Hazards in Food Chain 35

36. Food chain and process approach Consideration to effect of the food chain on organization’s operation Identification, application and management of a system of processes within the organization Ongoing control over linkage, combination and interaction of individual processes within the system of processes 36 Consideration: effect of the food chain prior to and subsequent to organization’s operation while developing and implementing FSMS. ISO22000 promotes the adoption of a food chain approach when developing, implementing and improving the effectiveness and efficiency of a food safety management system. In this regard, in ISO22000 the organization is required to consider the effects of the food chain prior to and subsequent to its operations when developing and implementing the food safety management system. For an organization to function effectively and efficiently, it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, is considered as a process. Often the output from one process directly forms the input to the next. The application of a system of processes within an organization, together with the identification of interactions and the management of these processes can be referred to as the “process approach.”An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as their combination and interaction. When used within a food safety management system, such an approach emphasizes the importance of a)understanding and fulfilling the requirements, b)the need to consider processes in terms of food safety and traceability, c)obtaining results of process performance and effectiveness, and d)continual improvement of processes based on objective measurement. Interested parties play a significant role in defining requirements as inputs. Monitoring the satisfaction of interested parties requires evaluation of information relating to their perception of whether the organization has met their requirements or not.Consideration: effect of the food chain prior to and subsequent to organization’s operation while developing and implementing FSMS. ISO22000 promotes the adoption of a food chain approach when developing, implementing and improving the effectiveness and efficiency of a food safety management system. In this regard, in ISO22000 the organization is required to consider the effects of the food chain prior to and subsequent to its operations when developing and implementing the food safety management system. For an organization to function effectively and efficiently, it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, is considered as a process. Often the output from one process directly forms the input to the next. The application of a system of processes within an organization, together with the identification of interactions and the management of these processes can be referred to as the “process approach.”An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as their combination and interaction. When used within a food safety management system, such an approach emphasizes the importance of a)understanding and fulfilling the requirements, b)the need to consider processes in terms of food safety and traceability, c)obtaining results of process performance and effectiveness, and d)continual improvement of processes based on objective measurement. Interested parties play a significant role in defining requirements as inputs. Monitoring the satisfaction of interested parties requires evaluation of information relating to their perception of whether the organization has met their requirements or not.

37. Why does a company need to get certification?

38. The primary reasons why companies go for ISO registration 1. to gain entry into the global market. 2. to maintain and gain competitive position in the global market 3. to improve the company’s image. 4. to improve the company’s operations. Sambasivan and Fei (2007) 38

39. Preparing for Certification Once you have determine certification is right for your organization and picked the certification scheme, you will need to implement the food safety management system processes to meet requirements of the standard that you choose.

40. These processes must address:

41. Steps to Certification A company will generally begin by conducting a Gap Analysis. This is an audit to compare your current system to the requirements of the standard. The analysis will provide important information on what you will need to implement or change in your organization to prepare for certification.

42. After the Gap Analysis.. The next step is to develop processes or modify current processes to address requirements that are not currently in compliance with the standard.

43. Assigning Responsibilities A Team Structure will make project management organized and efficient Steering Team Led by Project Manager Food Safety Team Led by Food Safety Team Leader Procedure Teams Led by Project Manager

44. Design and Document Processes The Steering Team, led by the project manager, will coordinate the other teams, assign responsibilities and address management requirements. The Food Safety Team, is assigned specific responsibilities by the standard, and will be responsible for some of the procedure development. Each procedure team will design and document the new, compliant process for the procedure they have been assigned.

45. Obtaining Certification Once the procedures are complete and implemented you will have a registrar come to your facility and perform a certification audit.

46. Research methodology 1. The modified Delphi method – group expert judgment method 2. SPSS 12.0 Version (2006) -- reliability analysis 3. Expert Choice 2000 Version II (2003) – analyze Analytic Hierarchy Process (AHP) questionnaires 4. The differences among data – Duncan’s multiple range test 46

47. Experts and scholars team The expert panel including 18 experts were selected utilizing a convenience sampling procedure. The subjects’ were acquired from: a list of registered members obtained from 1.Taiwan food industry research and development institute 2.Chinese HACCP association

48. 48

49. Questionnaire distribution and response analysis Each round of the Delphi was initiated by emailing an invitation message containing a hyperlink to the questionnaire website to expert panel members. A follow-up email message with the hyperlink to the questionnaire website was sent to non-respondents on the seventh day after the first message was emailed. Each round was concluded upon receipt of the expert panel’s responses within two weeks of the first email message.

50. Four dimensions : the main Critical Success Factors of ISO standard implementation 1. The top management ambition and all personnel centripetal forces in the early stage of implementation (Chan and Wong, 2004; Collie and Sparks, 1999; Yeung et al., 2003; Brotherton, 2004; Lamprecht, 1991). 2. The integrity of organizational programming and execution of staff (Lrqa, 1995; Chan and Wong, 2004; Collie and Sparks, 1999). 50

51. Four dimensions : the main Critical Success Factors of ISO standard implementation 3. The competitive advantage (Taylor, 1995; Stevenson and Barnes, 2002; Chan and Wong, 2004; Kehoe and Mann, 1994). 4. Comprehensive of infrastructure and professional counseling (Biazzo & Bernardi, 2003; Brotherton, 2004). 51

52. Pre-testing survey 27 peoples include: food and beverage manager, resident manager director of quality assurance executive chef manager of restaurant catering manager executive assistant manager from the nine upscale and mid price hotels 52

53.   Pre-test result Cronbach’s alpha all > 0.70 53

54. 54

55. 55

56. 56

57. 57

58. AHP questionnaire survey 157 surveys from 29 hotels, three group of stakeholders: 1. the officials and team leaders of hotel inspection and supervision center from government tourism bureau 2. the hotel front of the house personnel 3. the hotel back of the house personnel 58

59.  AHP three basic steps: (1) decomposition, or the hierarchy construction (2) comparative judgments, or defining and executing data collection to obtain pair wise comparison data on elements of the hierarchical structure; (3) synthesis of priorities, or constructing an overall priority rating

60. 3 tasks of pairwise comparison (1) developing a comparison matrix at each level of the hierarchy starting from the second level and working down (2) computing the relative weights for each element of the hierarchy (3) estimating the consistency ratio to check the consistency of the judgment

61. 61 Profile of Respondents (N=157)

62. Ranking of orders  top 3 priority 1. The top management’s execution and commitment: the discipline of getting things done with external consultants 2. Top management’s carefully phases each stage of implementation and inspects each measurable objective 3. Provide internal as well as external training and educating to enhance execution and cross functionally competent 62

63.     1. The top management’s execution and commitment: the  discipline of getting things done with external consultants The system costs money and time to develop, implement and maintain Formulation of the food safety policy Top down approach communication to all the employees 63 It will directly involve top management themselves in allocating resources and in decision making at key steps in the process, its maintenance and updating. ISO 22000 place much emphasis on the commitment and support from top management for a successful implementation of the food safety management systems. Without their support, failure of any system is likely. The management commitment starts from the formulation of the food safety policy and its communication to all the employees. The management commitment is also evident from frequent reviews continuously improve the system. This also implies that a top down approach is more effective when a hotel is considering obtaining ISO 22000 It will directly involve top management themselves in allocating resources and in decision making at key steps in the process, its maintenance and updating. ISO 22000 place much emphasis on the commitment and support from top management for a successful implementation of the food safety management systems. Without their support, failure of any system is likely. The management commitment starts from the formulation of the food safety policy and its communication to all the employees. The management commitment is also evident from frequent reviews continuously improve the system. This also implies that a top down approach is more effective when a hotel is considering obtaining ISO 22000

64. 2. Top management’s carefully phases each stage of implementation and inspects each measurable objective Clearly defined responsibilities and authorities Defined training goals and measurable objectives Goals – Positive, direct, definable, measurable Top management’s dedication 64 successful ISO 22000 implementation requires changes within an organization in structure with clearly defined responsibilities and authorities, as well as well defined training goals and measurable objectives to overcome the obstacle. They should be positive, direct, definable, measurable and align with organizational goals. You will not be able to move forward until you gain the upper management support. These require top management’s dedication and increase in the awareness levels of the employees about the food safety and the processes in place to protect it. successful ISO 22000 implementation requires changes within an organization in structure with clearly defined responsibilities and authorities, as well as well defined training goals and measurable objectives to overcome the obstacle. They should be positive, direct, definable, measurable and align with organizational goals. You will not be able to move forward until you gain the upper management support. These require top management’s dedication and increase in the awareness levels of the employees about the food safety and the processes in place to protect it.

65. 3. Provide internal as well as external training and educating  to enhance execution and cross functionally competent in  the ISO 22000 implementation 65

66. 4.To increasing prestige and trustworthiness Benefit: prestige and trustworthiness to motivate hoteliers to obtain the accreditation. A firm could lose its competitive position in its international market as well as domestic market by failing to pay attention to food safety management issues 66

67. The Evaluation Table 67

68.  End of Presentation Thank You for your attention Your thoughts? 68