Page 74 - مراقبة_merged_Neat4فنادق ثان

Quality and Food Safety Management in Food
Service Industry

common usage assessment refers to a total spectrum of
quality activities often including managerial matters such as
the cost of poor quality, standing in the market place, and
quality culture. McDonald's corporation audits restaurants
through a series of announced and unannounced visits. The
audit includes quality, service, cleanliness, and sanitation.
 A mystery shopping is a way of measuring the quality of the
service delivery by making use of mystery guests; well-
trained persons who behave as normal customers but are
precisely observing what is going well and what can be
improved in the service process as perceived by the
customer. After the visit to the service point, the checklist is
filled in and an evaluation report is documented. The
evaluation report and the scores on the checklist are used for
feedback. The feedback has to lead to a number of
improvement issues and actions. If a mystery guest is also
used to visit not only the own service locations but also
locations of competitors.
 Brainstorming is a group decision-making technique
designed to generate a large number of creative ideas
through an interactive process. Brainstorming can be used to
get the ideas of the team and or group organized into a
process flow diagram or a cause- and – effect diagram.