Certificate IV in Commercial Cookery Code: SITHKOP005 Title: Coordinate cooking operations

A chef who wants to take the next step in their career needs to understand the planning, supervision and management requirements of a kitchen.

Organizing the kitchen to operate smoothly requires a thorough understanding of the components of the catering control cycle, as well as how each part has to be understood, planned and executed. Having this understanding will help you to ensure consistency and meet allocated budgets.

Supervising work operations is an essential aspect of ensuring a high-quality, efficient and cost-effective service delivery. In one way or another, all operations impact on the end product or service delivery to the customer. Operations should be conducted in such a way that the quality of your product and customer service is maximized.

Supervising and monitoring the designed processes and procedures and making this revision part of a continuous improvement process ensure that organizational or enterprise goals are achieved.

Careful planning of the food production processes will allow the chef to use the best options for the various menu items.

•equipment and space-plan the menu so that the use of equipment is spread over all of the menu items.

•style and types of food – café to fine dining have different requirements

• Client preferences and expectations will impact the production processes and timelines as they will define how simple or complex the tasks are.

•skillsets needed by the staff- kitchen hand to the qualified chef

•Operational plan- well-run establishment will have a clear direction and purpose.

•special needs and requests-  dietary requirements, families needing a highchair, disability access

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Whichever process is chosen it must ensure that the quality, structure and above all nutritional value, is not diminished. Choosing the right product, storing it appropriately, preparing it correctly with minimum waste, cooking it correctly to maximize yield and then presenting it in an appealing manner must be the ultimate aim.

A production flow chart is a step-by-step procedure that clearly describes each stage in the process of preparing a product, from receiving commodities until distribution of the final product. They should be simple, detailing HACCP and CCP at each stage.

The following information should be included in all production flow charts:

•Details of products or commodities received, including data for receiving, packaging, biological, chemical and physical condition, as well as storage details

•Details of all processing and preparation stages

•Timeframes and temperatures during all stages of processing

•Design and features of equipment used during processing and preparation

•Details of re-thermalization and cooling procedures

•Storage locations, times and temperatures

•Distribution details and customer feedback

Once you have established a flowchart for a dish on your menu, the HACCP team should follow each production step in order to physically verify them and to suggest corrective actions where required.

1.Selection of the raw commodities –GIGO rule – garbage in, garbage out, check weights and quality

 2. Storage of raw materials – All deliveries must be stored within defined timelines and using processes based on food safety principles, to keep food at the appropriate temperature and humidity levels.

3. Preparation – Food safety principles must be applied. Cutting boards and utensils must be changed and cleaned appropriately for the preparation of all food items to prevent cross-contamination, but is especially important for high risk foods such as seafood, meat and poultry. Frozen foods must be thoroughly thawed before use. Rapid high temperature thawing can lead to the growth of pathogens and could mean the core of the food may not reach the required temperature.

4. Cooking – When cooking food items ensure that the core temperature of the food reaches at least 65°C and is held at this temperature for at least 2 minutes to destroy any pathogenic microorganisms. Use a proper food thermometer that is checked regularly calibrated for accuracy.

5. Portioning – Once the food is cooked it must be chilled down immediately. Portioning can be done after chilling. Containers used for chilling food must be food grade, allow rapid chilling, and should not be too deep (~7.5cm maximum). All containers that are used must have been stored under hygienic conditions.

6. Blast Chilling – The blast chiller must chill the food to below 5°C within 2 to 4 hours of commencing the blast chill cycle. This ensures safety & food quality. Your blast chiller should be equipped with a food probe for monitoring the core temperature of the food.

7. Storage of chilled foods – Chilled food immediately must be stored below 5°C to control the growth of microorganisms. It is recommended to have separate fridges or coolrooms for cook/chill products to ensure that the temperature control is constant. Chilled food can be kept safely for up to five days – ensure correct stock rotation using the FIFO principle. All food should be identified using color-coded labels carrying information on the use-by-date, production date, and clear product description. Any food that has reached a temperature in excess of 5°C must be destroyed.

8. Distribution – Food being transferred or transported must remain within the defined temperature guidelines while it is being moved. Refrigerated vehicles are best, but insulated containers may be used. Temperature probes and dataloggers should be used to ensure the correct temperature is maintained throughout transportation. The food must be placed into correct storage immediately upon arrival. Any food items that reach the danger zone must be destroyed.

9. Reheating – any reheating or re-thermalizing must be done within 30 minutes after the food has been removed from storage. Commercial microwave ovens are suitable for individual portions of some items. Food must be reheated above 70°C core temperature and be held at this temperature for at least 2 minutes. A food thermometer should be used to check the core temperature.

10. Service – Re-heated food should be consumed within 15 minutes of reheating. The temperature of the food should not be allowed to fall below 65°C. Cooked and chilled foods that are consumed cold, such as a terrine, should be served within 30 minutes after removal from storage.

The key processes for food production used in kitchens are:

Cook-chill – short (5 day) shelf life- This process is used to produce fully cooked food that is then chilled rapidly and stored under controlled conditions until needed. The meals can be distributed to where they will be used, e.g. from a commissary kitchen to service outlets. They will then be re-thermalised and used for service. 

The process relies on a piece of equipment know as a blast chiller. The blast chiller uses a high-powered refrigeration system and a fan to blow cold air across the item to be cooled. This allows the item to be cooled quickly, while maintaining food quality. 

Using this process the food can last for up to 5 days. All hot food must be re-thermalised correctly to achieve the required core temperature of at least 70°C. The use of HACCP in the process is crucial to prevent any contamination, food spoilage and food poisoning. The process of cook-chill means that menu items can be cooked, chilled, stored and re-thermalised without losing much nutritional value. This allows the operation to conduct much of the production well in advance of service. 

Cook-chill - long shelf life - strict HACCP processes, food is cooked in specialised equipment, rapid chilling process and minimal handling
Food Preparation and Cooking - Food is prepared at a commissary kitchen strict HACCP protocols. It is then cooked in large volume.

Bag Fill - Once the food has reached the correct temp, above 70°C,it is filled into special cook-chill bags.

Bag Seal - The bag is securely closed with a clip or heat seal Rapid Chilling - The sealed bag is immediately chilled either in a specially designed tumble chiller or by submerging the bag into iced water, stopping the cooking process &  reducing the core temperature to below 5°C within 1 hour, stored immediately in appropriate conditions, then HACCP procedures must be followed during distribution, reheating and service.

Applications

Canteens, Institutions (Hospitals, Prisons, Aged Care, Childcare facilities), Functions, Events, À la carte – satellite operations

Advantage- Central kitchen, reduced need for infrastructure and staff

Reduced time pressure during service

Good  presentation on large scale if regeneration is used

Nutritional value & Consistent quality

Minimal waste

Longer storage timeframes

Disadvantage

Expensive set-up cost of operation

Staff training to for correct use of equipment & processes

Some limitations for particular cookery methods, e.g. steaks, some seafood preparations, etc.

Requires refrigerated vehicle for transportation to outlets

Cook-freeze- similar to a cook-chill long shelf life process, but the food is cooked and then packed in shallow covered trays and frozen quickly to reach -20°C within 90 minutes of cooking. The food can be stored for months and is reheated following the same steps outlined in the cook-chill long shelf life process. 

Advantages of cook-freeze:

•Improved food safety over cook-chill process

•Food is less temperature sensitive

•Easy to handle and transport

•Longer product shelf-life

•Requires fewer deliveries of the finished product to other outlets

•Reduced wastage

•Provides consistent quality

Cook–freeze

Applications

Canteens, Institutions (Hospitals, Prisons, Aged Care, Childcare

Advantage - Central kitchen, reduced need for infrastructure and staff

Disadvantage

Expensive set-up cost of operation

Staff training for the correct use of equipment & processes

Some limitations for particular cookery methods, e.g. steaks, some seafood preparations, etc.

Cook fresh - smaller scale- The food items are prepared fresh from scratch, processed, e.g. par-cooked and then served during service. 

Some convenience products such as stock powder, seasoning mix, pre-cut vegetables, etc. may be used to address issues such as lack of space, limitations in staff skills or lack of staff. The shelf life is generally restricted to 2-3 days. HACCP processes should still be used to maintain food safety. 

The key challenge with smaller scale processing is to ensure that sufficient food is prepared to allow for smooth service. As client numbers can be unpredictable and can also depend on external influences, such as the weather, regular purchasing and preparation between service periods are common.

Applications - À la carte, Table d’hôte, set menu, Functions, buffet service

Advantage- canteens and Institutions / some menu options

Flexibility in terms of special requests as these arise

Optimum use of fresh produce

Best presentation

Disadvantage

Requires more staff

Time pressure during production and service 

Depending on cookery methods used for some dishes can be restrictive in terms of flexibility

Limited to an immediate outlet in terms of infrastructure other than smaller scale catering

Equipment required to ensure temperatures are maintained during delivery

Increased food safety risks where distribution is required

Cook fresh - bulk scale -  Used in many function centres, hotels and resorts for functions and banquets.  The key challenge with bulk cooking is that the multiplication of standard recipes does not always follow a clear linear path. This requires experience and notes can be made in the standard recipe to assist with bulk production, e.g. "reduce stock by 20% if cooking more than 50 serves". Bulk cooking requires excellent project management skills to get all the preparation and cooking processes coordinated. Seasonal changes and product availability also pose challenges. 

Bulk cooking

Applications

Canteens, Institutions (Hospitals, Prisons, Aged Care, Childcare facilities), Functions, Events, Festivals

Advantage

Central kitchen, reduced need for infrastructure and staff

Greater range of à la carte dishes offered

Disadvantage

Distribution and equipment required to ensure temperatures are maintained during delivery

Increased food safety risks where distribution is required

Quality factors, e.g. nutrition, presentation of items which require distribution

When selecting a suitable system you must consider the required equipment, food production processes nutritional requirements and impacts, workflow and other aspects of the systems. Quite often a combination of processes is suitable. Cook-chill operations may be suited to banquetting, whilst the restaurant may most commonly use cook fresh, except for some dishes such as stews, sauces or braises.

In an already operating business it makes sense to assess the existing customer base, menus and equipment currently in use. It is important to evaluate whether the existing systems are functional or have been decided upon based on preferences or due to equipment restrictions in the past.

The key management approaches for food production are:

•Determining production requirements for the period

•Using standard recipes

•Developing workflow schedules

•Creating specific mise en place lists

Standard Recipe Format- Modern computer-based systems allow for easy access and adjustment. Databases with search functions are the most sophisticated approach and allow quick retrieval of recipes by name or key ingredients. Modern databases can be accessed easily and the recipes should be broken into sections- allows staff to find the recipes . A range of formats is used, but the key points should focus on the ingredients, method of production and portion yield. Ideally in commercial kitchens the recipes are calculated for 10 serves to allow easy multiplication. Multiplying recipes from a base of 2 or 4 serves is also easy.

Workflow and Mise en Place -Each production unit or section will then prepare a daily preparation list for the required mise en place and associated workflow. The preparation list is used to verify all tasks for the team members. The workflow will prioritise the various tasks for the team and individual members.

Starter section- Prawns w pesto wonton & soy

•Prepare prawns and peel – tail on, devein, wash and store

•Prepare pesto – wash herbs, peel garlic blend with oil, nuts, Parmesan and season

•Prepare dipping sauce – chop chillies, mix with soy and fish sauce and peanut oil, package and chill

•Assemble wontons ready for service – wrapper, pesto, place prawn on, let tail stick out, wrap up and seal with diluted cornflour, cover with plastic wrap and chill

•Prepare service plates

Identifying CCP’S for a meat delivery;-

Only chilled carton meat accepted below 4°C internal temperature

Has the supplier got HACCP processes in place?

Is received and storage process in order?

Is the meat preparation process in order?

Is the cooking process measured?

has staff got ownership of the process?

Is documentation in place?

Once workflows have been established it is important to monitor and review them, to determine whether the workflows you have implemented are in line with achieving organizational goals. You will need to assess whether they help your staff meet their objectives and timelines.

It is important that you ask your staff for feedback on their tasks.

Using a coordinated approach of all production processes can be useful to determine if any parts of the workflow cause delays or excessive stress levels

One of the most common causes of operational problems is the excess workload. Even if they get the job done, the quality of the work may be below standard.

Consider the customer impacts of rushing:

•Inferior products

•Stress, Accidents and injuries

•Long lines at the counter

•Drinks spilled, Messy plates

•Missed deadlines

As a supervisor, you have the responsibility to solve the problem.

If a production issue is localized to 1 individual staff member or production area, then in the short term you might be able to source other workers from different parties or even kitchens to help with the workload. You might even need to step in and help!

A good quality end product begins with the basic ingredients. Inferior commodities will not result in a high-quality end product, so you must order and receive the correct standard of ingredients. You must also know how much stock you need, where to store it, how to prepare it and how the final presentation should look.

Setting standards is a key step for the enterprise. If you do not have a set standard staff will simply make it up as they go along. The same applies to the food, as you need to define the type of food that you want to serve, the value for money provided and the details of the dishes on offer. Once again customers need to know that the food quality is consistent and in keeping with the overall philosophy of the establishment.

It is easy enough to produce quality products and services occasionally, but it is the consistency of quality that is the true the measure of the establishment. If staff perform extremely well one day but are mediocre the next, then you will not be able to provide good quality, all the time.

A good manager will use a quality control cycle, which incorporates all stages of the catering control cycle. For each stage of the catering control cycle, you will need to:

•Set standards and requirements

•Implement observation and control measures

•Develop reporting, auditing and feedback mechanisms to identify problems

•Create solutions based on reports, audits and feedback

An astute manager will consider the following:

•Standard recipes including preparation time, cooking requirements, food cost, portion size and desired presentation

•Purchasing specifications for all raw products defining grade, size, quality and suitable alternatives

•Correct storage and stocktake procedures to ensure correct stock rotation and quality control

•Control mechanisms which comply with HACCP principles, such as logs for temperature control, receipt of goods and temperatures during cooking, holding and packaging processes

•Checking mechanisms during preparation and service in regards to standard and presentation, including personal hygiene, proper food handling to prevent contamination and preparation procedures

•Wait staff must use correct terminology when taking orders so that chefs understand what is required, e.g. MR means medium rare

•Wait staff to be organized so that food arrives at the table in optimum condition, e.g. soufflés and foams must be served immediately before they collapse

•Standards are required for temperature of food, e.g. hot food must be served on pre-warmed plates, stored under heat lamps if required and delivered to customers quickly

•All staff must be trained inappropriate standard operating procedures (SOPs) specific to the enterprise and must have knowledge of the menu and its components

•A good end product starts with good quality ingredients. GIGO is important - garbage in equals garbage out. Explain purchasing specifications in the recipes to reduce ordering issues.

•HACCP program will also ensure good quality by addressing food safety concerns.

•Applying correct hygiene procedures to extend shelf life and will not be in breach of any critical control points along with the food purchasing and production chain. You should purchase from reputable suppliers who are accredited and who undergo auditing of their quality assurance processes.

•Receipt and storage of goods can be incorporated into the HACCP process. Issues such as delivery temperature, time taken to store deliveries & storage temperatures are important.

•These processes can be measured and monitored by using temperature dataloggers, visual observation and reporting at crucial steps.

•A food safety program (FSP) is essential to any food business' quality control procedures. Among other things, it will include guidelines for ordering supplies, procedures for receipt of goods and requirements for storage. the whole process must be documented and staff trained adequately. This is particularly important where food is produced for high-risk customers such as the elderly, pregnant women and children.

• All deliveries must be inspected for quality and should be rejected if they do not meet the required standard. Frozen items must be put into the freezer and refrigerated items must be stored in the coolroom under correct conditions

  It is important to incorporate the relevant state legislation and other legal compliance issues into a well-documented process.

In order to report on stock, you may need to fill out quality reports. This will help you track the quality of the stock you have. If there is a problem, e.g. vegetables going limp quickly, then you can investigate what can be done. It could be that the storage temperature is incorrect, or that the supplier is delivering inferior quality products.

Quality points you should check for include:

•Best before/use by dates

•Freshness, e.g. appearance of fish, limpness of vegetables

•Size and weight, e.g. liquid components may have leached or evaporated

There are many indicators you can use to identify whether stock is spoiled or contaminated, e.g.:

•Degradation or deterioration of flavour, aroma, colour and texture, e.g. limp, discoloured herbs

•Enzymic browning, e.g. on the surface of cut apples

•Drying and hardening, e.g. freezer burnt meat, poorly sealed containers

•Crystallisation of sauces and other liquids

•Evidence of pest activity

•Surface mould

•Damaged packaging and exposed surfaces

•Odour

A quality report may be compiled on a daily basis, periodically or as part of the ordering process.

A well-organized chef will have SRCs and preparation lists on hand so that all mise en place is carried out correctly. Being organized at the start of the shift will mean that there are less pressures during service. Any excessive rushing during service will likely lead to a reduction in quality, so it is essential to be organized beforehand. The smoother the operation runs, the higher the quality can be.

Processes you can implement to ensure food safety when preparing foods-

•During food preparation minimize the amount of time spent in the danger zone.

•Correct handling procedures- wash, peel and rewash (WPRW) to prevent physical & chemical contamination.

•Frequently sterilizing equipment and using colour-coded chopping boards can assist in preventing cross-contamination.

•Temperature control during cooking is important, especially if potentially dangerous techniques such as sous-vide are used. When pre-cooking food for functions, ensure food is cooked above 65 degrees.

•The temperature of plated food must also be strictly controlled. Heat lamps and hotboxes can be used to keep food out of the danger zone, but using for extended periods of time can affect the quality of the menu items.

•Portion control is an important part of quality and consistency

Quality indicators	Rack of lamb	Mint crust	Rosemary jus	Sweet potato puree	Seasonal vegetables
Appearance and eye appeal	Well defined eye muscle	Crisp look	No fat, clear	Smooth and well-shaped	Good definition
Colour consistency	MR centre	Golden	Rich brown	Orange	Bright orange and green
Moisture content	Juicy	Not too dry	Rich viscous	Creamy	Carrots rich, beans young
Mouth feel and eating properties	Tender	Crisp outside and herby	Rich flavour with herb notes	Creamy but not too much dairy	Carrots luscious, beans crisp and fresh
Plate presentation	Nicely Frenched	Not too thick	Not too thick	Nice quenelles	Well turned, clean bundles
Portion size	Correct	Correct	Correct	Correct	Correct
Shape	Correct	Correct		Correct	Correct
Taste	Correct	Correct	Correct	Correct	Correct
Texture	Correct	Correct	Correct	Correct	Correct
Sauces			Correct
Decorations and garnishes	Rosemary sprig – young				Chopped parsley

When plating a dish, chefs should remember that the visual impact of the dish can affect a customer's perception of quality. The way a dish is presented can impact on customer enjoyment. Many SRCs include pictures of the final product, so that all chefs know how to present the dish.

One of the most important quality control procedures in the kitchen is the inspection of plated dishes at the pass. Many head chefs stand at the pass during service to organise the workflow and check each meal as it comes up. Any problems or inconsistencies are addressed immediately and sub-standard menu items are sent back to the relevant chef or section.

This final check ensures that the dish is at the desired standard and that the customer receives what they paid for. It is better to delay the dish slightly than to serve an inferior product.

Strategies such as staggering booking times can reduce the amount of rush, which improves the quality of service. Simple systems such as keeping dockets in the order in which they come in means that all customers will be served in a reasonable timeframe and no customers are unnecessarily delayed.

In the kitchen, the dockets are read out and each section concentrates on their part of the dish,

Once the dish is called away each section finishes their task. The sauce chef mounts the sauce with butter, pours it over the steak and puts the plate on the pass. The head chef does a final inspection then the wait staff serves it along with the other meals for the table.

Quality service requires all dishes for a table to be served together. Wait staff should have systems in place to remember who ordered what, such as associating numbers with positions at the table when taking the order.

 Customers with special diets are just as important as any other customer and expect the same level of treatment. It pays to have plans made in advance, e.g. a vegetarian option on the menu. When planning a menu always consider potential workarounds, such as substituting ingredients. Remember that these customers have friends and family too, so each service should be considered a moment of truth.

Communication is very important during service and an organised head chef will have the kitchen running like a well-oiled machine. The head chef sets the standard and tone for the rest of the team, so a calm, organised leader will help to maintain a calm, organised workplace.

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Basic factors affecting shelf life of foods to be packaged which must be considered when packaging food include:

•Currency of shelf life - for example if a product is made with sour cream and the sour cream is near the end of the use-by date, then the new product must have a use-by-date not exceeding that of the perishable ingredient used

•Interaction with packaging - will the food react with the packaging, e.g. foil and an acidic food item? This may potentially affect the shelf life

•Temperature - perishable products may have a maximum shelf life or use-by-date under storage at temperatures below 5°C. If an item is opened and later returned to refrigeration by a customer, this may affect the overall shelf life of the food item. This is a reason why many perishables bear a set of instructions for storage and use

•Packaged processed food must be in sealed sterile packaging with appropriate labelling, such as use-by date and nutritional information

•Keep storage containers sealed and prevent any physical contamination prior to adding food

•Vacuum packaging extends the lifespan of food products, however, if food items were affected prior to the packaging they will still deteriorate, so you need to check for quality indicators

In some cases, food needs to be transported or distributed to other areas.

When this happens, temperature control is of critical importance.

Foods to be distributed either chilled or hot must be transported in vessels which are capable of maintaining temperatures outside the danger zone.

Chilled food must be transported at temperatures below 5°C and hot food must be transported at temperatures above 60°C.

Frozen food can be transported in special containers that use liquid nitrogen to maintain the low temperatures until reheating occurs.

This process not only ensures consistency of quality, it also helps retain much more vitamins than other methods.

Factors to consider when transporting food include:

•Ensure delivery vehicle refrigeration units are regularly serviced

•Use data loggers to track storage conditions of food items while in transit

•Organise deliveries to minimise the amount of travel necessary

•Use efficient storage and outer packaging to prevent damage to packaging during transport

•Check portable food storage equipment regularly for efficiency and include equipment in   maintenance schedules

To support quality outcomes, monitoring must occur at all stages of the catering cycle. Random checks such as assessing whether the delivery has been put away within the allocated timeframe was at the correct temperature or aligned to the delivery docket, are used to ensure quality and send strong signals to staff.

One of the key elements of quality control procedures is responsibility. If staff does not know who is ultimately responsible for each step then you may as well not bother! This is where job roles or SOPs are crucial. If it is clearly stated that the sous chef is responsible for the food orders and the section staff is responsible for deliveries within their section and the head chef will do a final tasting of dishes before each service, it makes it clear and no confusion arises.

One of the simplest control mechanisms is to taste the food during production. Surprisingly, many chefs cook food without tasting it. The correct use of seasoning is crucial. Season food at the beginning of the cooking process so that the inherent flavors are developed and come to the fore. As cooking continues, food can be tasted to ensure that the correct flavors are developing and seasoning can be adjusted accordingly. If you do not taste the food, how do you know it is at the desired standard?

Part of the business' food safety program involves identifying Critical Control Points (CCPs) of the packaging process. Monitoring involves careful measuring and observation of values at CCPs to ensure that critical limits are followed.

In order to determine the measures for monitoring processes, it is vital to establish a method that is most suitable for each CCP. Monitoring procedures might include periodic measuring, sampling, weighing and/or reading temperatures. Regardless of which monitoring method is chosen, the selected method must allow many abnormalities to be identified promptly and reliably.

In industry, monitoring procedures largely depend on the volume and application of production processes. Whilst a restaurant or hotel may use manual control processes and monitoring procedures, it is common for food processing plants to have automated monitoring processes established within the production line.

These may include computerized programs at CCPs which measure levels of sanitizers, flow and consistency characteristics and compare them to pre-programmed allowable levels, or magnetic fields to safeguard against contamination by metal objects and temperature sensors.

These systems are often linked to audio and/or visual warning systems that inform the operators of any breaches. For some breaches, the system will automatically shut down the production processes. Automated systems are also capable of highly detailed recording of values to assist with reporting requirements.

If a monitoring procedure indicates that a critical the limit has been reached, then it is important to implement corrective actions

Corrective actions should be decided upon in advance, so that staff can implement them as quickly and effectively as possible. Corrective actions could include, but are not limited to:

•Keeping part of the batch for testing and analysis

•Removing and discarding the item or product, or placing it on hold until testing has been carried out

•Assessing and rectifying the cause of the hazard

•Seeking professional advice

If subsequent analysis, e.g. laboratory testing, deems the product batch as safe, then you might:

•Release the product from hold

•Document corrective actions and reviewed procedures

If the test results deem the product unsafe, then you must destroy it.

As part of the food safety program, it is important to consider the management requirements for monitoring and correcting. Management must ensure that all food handling staff are adequately trained and aware of the consequences of their actions. The staff must also be supervised by an appropriately qualified person, who is able to ensure that the policies and procedures of the HACCP plan are implemented correctly.

All procedures need to be communicated to all involved in production processes. Extensive signage and instructions will help staff. Each food premises requires a food safety supervisor with the authority to take corrective actions at any given time during the production and service procedures.

Giving quality monitoring responsibilities to staff means that any shortfalls can be addressed early and potential problems can be minimized. Communication is an important factor in quality assurance. Explaining the desired standard, verifying that staff understand the requirements and communicating during production to make sure the standards are achieved hinges on a clear communication process.

Any new member of your staff should be able to easily determine what is required of them. Using the SMART principle (goals are Specific; Measurable; Achievable; Relevant and Timed) will help you to define requirements. Writing goals into job descriptions will also help staff to maintain focus and be useful when conducting performance reviews. Your SOPs should also be created with the desired level of service in mind. The induction programs and training are essential in order to maintain a consistent level of service across all staff and all production and service areas.

It is imperative that you monitor the amount of time spent by staff on preparation, cooking and service, as staff costs form a large part of your overheads. Therefore, it is important to purchase the produce of the superior quality or which is partly processed, e.g. portion cut meat, as it reduces the variance in product and time spent in preparation.

Service standards should also be enforced fairly. If a staff member goes above and beyond what is expected, then they should be rewarded for doing so. Likewise, if a staff member is not doing what is required, then this needs to be dealt with.

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