Transcript Chapter 7 Facilitating Performance of Production Staff

Chapter 7
Facilitating
Performance of
Production Staff
Principles of Food and
Beverage Management
Learning Objectives
After completing this chapter, you should be able to:
• List and describe the procedures for performing a
position analysis to create job standards.
• Explain strategies for developing job descriptions.
• Describe procedures for implementing performancebased training programs that help employees consistently
attain job standards.
Learning Objectives continued:
After completing this chapter, you should be able to:
• Explain how checklists can help managers ensure that
job standards are being met.
• Describe procedures for evaluating employees’
performance as needed to maintain job standards.
• Describe a five-step process for controlling labor costs
during production.
Chapter 7 Facilitating Performance of Production Staff
DEVELOP JOB STANDARDS
Chapter 7 Facilitating Performance of Production Staff
Chapter 7 Facilitating Performance of Production Staff
USE JOB DESCRIPTIONS
Uses of Job Descriptions
Chapter 7 Facilitating Performance of Production Staff
Developing Job Descriptions
Chapter 7 Facilitating Performance of Production Staff
TRAIN EMPLOYEES TO ATTAIN JOB STANDARDS
Training Benefits
Chapter 7 Facilitating Performance of Production Staff
On-the-Job Training
Training Preparation
Training Presentation
Trainee Practice and Demonstration
Follow-Through
Chapter 7 Facilitating Performance of Production Staff
USE CHECKLISTS
Opening and Pre-Shift Checklists
Mid-Shift Checklists
Shift-End and Closing Checklists
Chapter 7 Facilitating Performance of Production Staff
EVALUATE EMPLOYEES AGAINST JOB STANDARDS
Coaching
Problem Solving
Chapter 7 Facilitating Performance of Production Staff
CONTROL LABOR COSTS DURING PRODUCTION
Factors Affecting Labor Costs
Chapter 7 Facilitating Performance of Production Staff
Five Steps to Controlling Labor Costs
Chapter 7 Facilitating Performance of Production Staff
Managers Math
Answer the Questions:
1.
2.
3.
Chapter 7 Facilitating Performance of Production Staff
Chapter 7 Facilitating Performance of Production Staff
Chapter 7 Facilitating Performance of Production Staff - Summary
1. List and describe the procedures for performing a position analysis
to create job standards.
•
A position analysis identifies each task that is part of a position and
explains how it should be done.
•
Four steps are involved: develop a task list, plan task breakdowns,
consider performance standards to explain what will happen when
the task is done correctly, and write a job description.
•
Supervisors and experienced workers should be consulted when
developing task lists and job breakdowns.
•
Any available written information and observation will also be helpful.
Chapter 7 Facilitating Performance of Production Staff - Summary
2. Explain strategies for developing job descriptions.
• Job descriptions summarize the major tasks in a position.
• They are used for recruiting and screening, selection and orientation,
professional development and training, and performance appraisals.
• They are also useful for salary administration, safety and security,
legal, and union relations purposes.
• Job descriptions should be specific but not so detailed that they will
be difficult to maintain if minor job tasks change.
• They must be in compliance with the Americans with Disabilities Act
(ADA) and focus on essential functions an employee must be able to
perform.
Chapter 7 Facilitating Performance of Production Staff - Summary
3. Describe procedures for implementing performance-based
training programs that help employees consistently attain job
standards.
• Performance-based training requires that all position tasks are
identified, specific knowledge and skills required for each are known,
and training addresses this knowledge and skill base.
• Competencies are also considered, and an evaluation process is
used to measure success.
• Benefits of effective training include improved job performance,
reduced operating costs, and more satisfied customers.
• On-the-job training involves a manager or another trainer teaching
job skills and knowledge to trainees at the work site.
• There are four steps to training: preparation, presentation, practice
and demonstration, and follow-through.
• Training evaluation methods include objective tests, observation of
after-training performance, interviews with trainees and trainers, and
exit interviews.
Chapter 7 Facilitating Performance of Production Staff - Summary
4. Explain how checklists can help managers ensure that job
standards are being met.
• Checklists remind employees about tasks that must be performed
and help ensure the maintenance of quality standards.
• They are also used to keep records of tasks performed.
• Opening or pre-shift checklists help ensure employees are ready to
serve customers when the shift begins.
• These checklists address equipment, ingredients, mise en place, POS
system updates, and food-production requirements.
Chapter 7 Facilitating Performance of Production Staff - Summary
4. Explain how checklists can help managers ensure that job standards are being
met continued…
• Mid-shift checklists help confirm job standards are met as work
evolves.
• Food safety is a significant concern.
• Checklists should confirm clean and safe work stations, refrigerator
and freezer temperatures, and HACCP logs.
• Shift-end and closing checklists address all activities required to end
the shift or close the operation.
• Cleaning and sanitation activities are important, as are tasks to
secure the establishment.
Chapter 7 Facilitating Performance of Production Staff - Summary
5. Describe procedures for evaluating employees’ performance as
needed to maintain job standards.
• Managers use effective coaching when they encourage employees
working correctly (positive coaching) or discourage employees from
working incorrectly (negative coaching).
• Coaching is typically an informal activity involving conversations with
employees as they work.
• Successful coaching involves being tactful, emphasizing the positive,
conducting negative coaching in private, demonstrating and
reviewing correct procedures, and explaining reasons for changes.
• Effective managers ask employees about ideas for procedure
improvements and evaluate each employee’s work against
performance standards rather than other employees.
• They also interact with employees to establish time frames for
corrective action.
Chapter 7 Facilitating Performance of Production Staff - Summary
5. Describe procedures for evaluating employees’ performance as needed to
maintain job standards continued…
• More significant challenges may require a problem-solving approach.
• The basic steps are to define the problem, determine its cause,
analyze alternative solutions, and select the best alternative to
develop and implement an action plan.
• Documenting the process for future reference is also important.
Chapter 7 Facilitating Performance of Production Staff - Summary
6. Describe a five-step process for controlling labor costs during
production.
• Labor costs are affected by several factors including the menu, food
preparation methods, and quality of employee training.
• A five-step process can be used to control labor costs.
• Step 1 involves using budget information to plan the amount that can
be spent for a specific day or shift.
• Step 2 involves forecasting customer counts.
• Step 3 requires planning the number of labor hours based on the
forecast.
• Step 4 involves scheduling employees so allowable labor hours are
not exceeded; schedules may be adjusted due to certain
occurrences.
• Step 5 is determining whether actual labor hours exceeded budget
standards, causing a variance.
Chapter 7 Facilitating Performance of Production Staff
Key Terms:
Action plan A series of steps that will be taken to resolve a problem.
Bona fide occupational qualifications (BFOQs) The realistic range of skills
or credentials needed to perform the essential job functions.
Competencies Standards of knowledge, skills, and abilities required for
successful job performance.
Cost-effective Yielding time and money savings that are greater than
what an item costs.
Essential function (Americans with Disabilities Act) The key duties that an
employee must be able to perform to do the work.
Job description A description that indicates the most important tasks
that are part of a job.
Chapter 7 Facilitating Performance of Production Staff
Key Terms continued:
Job specification Information in the form of a list of the personal
qualifications necessary for an employee to be successful in the position.
On-the-job training Training that occurs when a manager or other trainer
teaches job skills and knowledge to one trainee, usually at the work site.
Operating budget A financial plan that estimates revenues and
expenses for a specific time period.
Overtime The hours for which a wage premium of 1.5 times the hourly
rate must be paid.
Performance standard A standard that specifies required quality and
quantity outputs and defines the “correct” way to perform a task.
Position analysis An analysis used to identify each task an employee
must do and explain how it should be done.
Chapter 7 Facilitating Performance of Production Staff
Key Terms continued:
Reasonable accommodation A change in the job application process,
in the way a job is performed, or to other parts of the job (such as
employer-sponsored training and benefits) that enables a person with a
disability to have equal employment opportunities.
Task A duty or activity that is part of a job (position).
Task breakdown A description of how each task in the task list should be
done.
Task list A list that specifies all tasks that are part of a job.
Training lesson The information and methods used to present one
training session.
Variance (budget) The difference between an amount of revenue or
expense indicated in the budget and the actual amount of the revenue
or expense.
Chapter 7 Facilitating Performance of Production Staff
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