Download Acceptance and preference sensory test

Chapter 15
Meals, Satisfaction, and
Accountability
Quantity of Meals
Number of meals that are prepared for
service.
 Impacts both the financial performance
of an organization and the satisfaction of
its customers.
 Overproduction – production of too great
a quantity.
 Underproduction – production of not
enough quantity.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Quality of Meals
Focuses on the ingredients and the
preparation techniques used to prepare
those products.
 Determined according to:

Taste
 Quality of ingredients
 Portion size
 Methods of preparation
 Service

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Quality of Meals
Product standards – what is expected in a
food product.
 Quality attributes – microbiological, nutritional,
and sensory attributes which require controls
throughout the procurement/production/service
cycle.
 Dominant factors in evaluation of quality:



The actual chemical or physical measurement of
the product.
The acceptance of the product by consumers.
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Quality of Meals

Factors for significant quality changes:
Spoilage due to microbiological,
biochemical, physical, or chemical factors.
 Adverse or incompatible water conditions.
 Poor sanitation and ineffective ware
washing.
 Improper and incorrect precooking, cooking,
and postcooking methods.
 Incorrect temperatures.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Quality of Meals

Factors for significant quality changes:
Incorrect timing.
 Wrong formulations, stemming from
incorrect weight of the food or its
components.
 Poor equipment maintenance.
 Presence of vermin and pesticides.
 Poor packaging.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Quality of Meals
Product evaluation – entails comparing
both the specification requirements for
ingredients and the determined standard
for the finished product.
 Food quality evaluation methods:

Sensory
 Chemical
 Physical

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Sensory Analysis

Science that measures the texture, flavor, and
appearance of food products through human
senses.
 Sensory panel – 6 to 12 persons trained to
judge quality characteristics and differences
among food items.
 Consumer panel – 50 to 100 persons,
representative of the target market, who
evaluate acceptance of, or preference for, a
menu item.
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Sensory Tests

Product evaluation tests:
Analytical sensory test – (trained panel)
differences and similarities of quality and
quantity of sensory characteristics that are
evaluated by a panel of specially trained
persons.
 Affective sensory test – (untrained panel)
preference, acceptance, and opinions of a
product that are evaluated by consumers
who have no special sensory training.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Sensory Tests

General purpose tests:
Discrimination sensory test – determines
detectable differences among food items.
 Descriptive sensory test – provides
information about certain sensory
characteristics.
 Acceptance and preference sensory test –
answers questions of whether or not people
will like the menu item.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Sensory Analysis Instruments

Basic sensory analysis tests:
Discrimination – paired comparison used to
differentiate between a pair of coded
samples on the basis of some specified
characteristic.
 Ranking – extended paired comparison test
to three or more coded samples, and
panelists are asked to rank them by
intensity of the characteristics that
differentiate the products.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Customer Satisfaction

Involves the perceptions of customers
related to:
The food they were served.
 The service that was provided to them.
 The atmosphere in which it was provided.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Customer Satisfaction

Techniques to gather customer
satisfaction:
Walk-through audits
 Talking with guests
 Customer comment cards
 Exit interviews
 Mystery shopper reports
 Customer surveys
 Focus groups

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Customer Satisfaction
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Employee Satisfaction
Beliefs and feelings an employee has
about his/her job.
 Impact factors:

Personality
 Values
 Work situation
 Social influences

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Financial Accountability

Includes:
Keeping the proper financial records
 Communicating appropriately the financial
status of the operation.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Menu Engineering

Management information tool that
focuses on both the popularity and the
contribution to profit of menu items.
©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire
Menu Engineering

Menu engineering model segments:
Stars – highly profitable and popular.
 Plow horses – very popular but not very
profitable.
 Puzzles – very profitable but not very
popular.
 Dogs – not profitable nor popular.

©2004 Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
Foodservice Organizations, 5th edition
Spears & Gregoire