Risk communication in the food industry

Introduction

The need to communicate effectively in an organization is imperative for all those

involved in its safe operation. The occurrence of a communication breakdown or faulty
communication can be serious and costly. The consequences of poor communication are
important, ranging from non-fulfillment of work duties, dismissals, bankruptcies and even
material damages. Poor communication is a causal or contributing factor in 15% of human
error events.
Effective communication largely depends on the way we communicate, the style of
communication. Communication style can be defined as a specialized set of interpersonal
behaviors used in a given situation.
In order to improve our communication behaviors, we must be able to understand
communication styles and be able to compare their effects in the different situations in which
we act. Basically, there are no "good" or "wrong" communication styles, but communication
styles that are appropriate or not for a certain situation.
Recent global, regional and national food-borne disease outbreaks and/or large food
recalls have had adverse impacts on consumer confidence in the safety of the food supply and
agri-food production and trade. Post-event analysis of such events has indicated the
importance of more effective use of risk communication principles and practices. Countries
are encouraged to develop and assess their existing risk communication plans and practices
applied to food safety and to learn from their own or other countries’ experiences. As the use
of the Internet and social media technologies increases both in developed and developing
countries, the public’s demand for greater transparency and more salient food safety risk
information can be expected, confirming the importance of effective risk communication
strategies in food safety and the broader public health sector

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 Chapter I – Risks in the food industry

1.1 Concept of risk

Risk analysis for the food industry is a planned approach designed to identify risks that
endanger food safety and to reduce those risks. The magnitude and level of probability of
possible hazards in food is called risk. If these risks are not brought under control, the severity
of the consequences shows the seriousness of the risk. When assessing risks, risk and severity
must be considered together. In this way, the importance of the danger and the consequences
it can lead to are estimated. Timely action is required to prevent a food safety risk or to reduce
its effects to an acceptable level.
Risk is defined as a probability or possibility of an undesirable effect. The term 'risk' is
often defined to include elements of probability as well as impact, but then it can be used to
denote only probability. Along with the word 'risk', another basic term is used when it comes
to Risk Analysis and Critical Control Points and risk assessment systems, namely the term
'danger'.
A hazard is 'a biological, chemical or physical agent found in a food [], which has the
potential to produce a negative effect on health' (Codex Alimentarius). Dangers can be present
and controlled in each of the stages of meat processing operations. When microbiological,
chemical or physical specifications are used in any food control system, they must be based
on sound scientific principles and must provide, where appropriate, for monitoring
procedures, analytical methods and limits that, once exceeded, determine the taking of
corrective measures.
Operators active in the food field must control the dangers due to food, by developing
and applying food safety programs based on HACCP principles. They must:1
 to identify the critical stages for food safety in the operations they carry out;
 to implement effective control procedures in those stages;
 to monitor the control procedures to ensure their continuous efficiency;

1
Grădinaru, D., Managementul producţiei, Editura Universităţii din Piteşti, 2010

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  to revise control procedures periodically and whenever operations change.
These systems must be applied throughout the entire production chain so that food
hygiene is under control throughout the shelf life, through the correct design of the product
and the process.
The control procedures can be simple, such as those related to the calibration of the
equipment, the rotation of stocks or the appropriate loading of cold storages according to
capacity. In some cases, the creation of the system requires expert consultation.

1.2 The advantages of introducing systems that verify and ensure the quality of food
products

The implementation of quality systems by companies is particularly important for the

development of the company. For a company that wants to outsource its business, it is
imperative to acquire quality standards for its products, first of all to be accepted in new
markets, then to succeed in win a customer segment. The fierce competition within the
globalized markets makes it necessary for a company that wants to be able to stay on the
market to have these quality certification systems implemented.
The benefits of implementing quality systems are:
• supply of products and services to the state due to certified quality
• business outsourcing due to alignment with the standards of EU countries
• protecting the environment by reducing emissions of polluting substances
• avoiding accidents that pollute the environment by standardizing the production process
• creating a positive image of the company, appreciation and trust due to the standards
• supply of products to the State - one of the most important customers on the market
• saving raw materials by searching for new, less polluting resources
Conformity assessment represents the activity whose object is the direct or indirect
determination of the fact that the specified conditions are met. In the case of product
conformity evaluation, once the product is defined by its characteristics through various
methods, the fulfillment of the requirements specified in the reference is evaluated. As a
reference, you can choose a standard, a technical specification, company standard and, last but
not least, the client's requirements. The requirements must be expressed by him. The legal
requirements are implicit, an assessment cannot be made in the conditions where the legal
3
requirements are not fully satisfied. In this context, Law 608/2001 with the subsequent
amendments and additions must also be considered, in which the conformity assessment
becomes a necessary legal requirement in order to be able to introduce the respective product
on the market.
The conformity assessment models from Law 608/2001 represent combinations of
assessments that were practiced in the unregulated field of quality management system
certification, inspections, laboratory tests, product certification. The concept of product
certification in the unregulated field is a tool used by manufacturers to give confidence that
the products they sell meet the specified conditions and implicitly ensure the level of quality
assumed by the manufacturer.
The fundamental purposes of product certification should satisfy the following:
- product certification should respond to the concerns of consumers, users and in general all
interested parties, by granting confidence regarding the fulfillment of requirements;
- product certification can be used by suppliers to show the market the involvement of a third
party;2
- the certification of the products should not require excessive resources, which should be
reflected in a cost of the products above that which the society is generally willing to bear.
The parties competing for certification are producers, users, certification and
standardization bodies and society as a whole. The company is represented by regulatory
bodies, professional and consumer associations and society as a whole interested in increasing
the quality level of products, compliance with other requirements such as environmental and
occupational health and safety.
The importance of the process is all the greater as the implications in society are
greater. In this sense, construction products as defined in the current legislation on
constructions and construction materials occupy a priority place due to the risks associated
with use, the large volume of goods and therefore important business figures and a large
number of users.
Trying to find solutions to the current problems within the system and calling less on
regulatory bodies or other resources, in my opinion it would be necessary to act in the
following directions:

2
Dima, I.C., Nedelcu, M.V., Managementul producţiei, Editura Economică, Bucureşti, 2009

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- Increasing the level of knowledge regarding the evaluation, testing and use of products, the
need for evaluations and the gains brought by this;
- Raising the level of knowledge and accepting in this field only the specialists with the
necessary training, who in turn do a good promotion of the system and its gains;
- Promotion of training on conformity assessment through multidisciplinary events;
In both developed and developing countries, food safety assurance systems are
generally becoming more stringent, in response to both real and perceived intensification of
food safety problems. While seeking to improve the control of established risks, there is
further increasing political pressure for increased controls as a mechanism to support
consumer confidence in the safety of supplies following numerous food "warnings".

1.3 Biodegradation and microbial biodeterioration

Microorganisms are used not only to synthesize biologically active substances such as
antibiotics, organic acids or food proteins, but also to degrade unwanted organic substances.
The metabolic versatility of bacteria is determined by a series of complex mechanisms,
genetically controlled, which make them able to face changes in the environment, including
the introduction of new substances.3
In a broad sense, the notion of biodegradation refers to the modification of the properties
of some materials determined by the biological activity of microorganisms. This process
especially affects organic materials, but also inorganic ones.
In this context, biodegradability represents the ability of a compound to be structurally
modified by a biological agent. There is a clear delimitation between the processes of
biodegradation and those of biodeterioration.
Biodegradation is a process that acts in a positive sense in nature. Many biodegradative
processes can be accelerated with beneficial effects. On a global level, they have a major
contribution in the circuit of biological elements in nature, and on a local level, they prevent
the accumulation of residual materials that contaminate the environment.
Biodeterioration is the action by which microorganisms determine the transformation
of a valuable material into a residual one. It is therefore a process that acts in a negative sense,
which must be avoided or delayed.
3
Dima, I.C., Nedelcu, M.V., Managementul producţiei, Editura Economică, Bucureşti, 2009
5
 Examples of biodegradation and biodeterioration processes:
1. The attack of paper that pollutes a forest soil by Chaetomium globosum or in a bioreactor
with the aim of recovering certain useful constituents represents a biodegradation process. The
attack of paper from a warehouse (books, old documents, archives, etc.) by the same
microorganism that converts it to useless residues, causing significant economic damage,
represents a process of biodeterioration.
2. Decomposition of crude oil accidentally spilled into marine waters is a useful process to
combat pollution through biodegradation. On the other hand, similar processes that take place
in oil tanks represent a biodeterioration process.
In general, a certain organic substance is not completely degraded by a single species of
microorganisms. Usually, the microbial attack is initiated by a species that possesses
extracellular enzymes necessary for the first splitting of the complex substance to simpler
components, after which the process is continued by other species of microorganisms that
further metabolize the intermediate substances much faster.
In other cases, the microorganisms adsorb tightly on the still intact substrate, using only
the subunits from its structure that pass spontaneously into the solution. Microbial
decomposition processes in some cases (such as leather, wood, paper, textiles) involve the
destruction of structural units, which results in the loss of the functional and physical
properties of these materials.
Other times, as for example in the case of food products, the appearance of catabolism
products such as acids, bases, ammonia, sulfur compounds from proteins, aldehydes and
ketones, which give the food an unpleasant taste and smell or are toxic.

1.4 Changes induced by the action of microorganisms

The development and metabolic activity of microorganisms on different substrates

exposed to biodegradation or biodeterioration determine the following alterations:
1. Physical alterations.
2. Chemical alterations.
3. Impurities and stains.
4. Functional changes.
1. Physical alterations cover a very wide range depending on the nature of the attacked
substrate. For example, the friability of paper, the discoloration and change in the
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viscosity of paints, the crumbly nature of wood, the loss of elasticity of rubber, the rusting of
pipes and their perforation, the destruction of electrical cable insulators, etc. Often, physical
changes are associated with chemical ones. The phenomenon is obvious in the case of
microfungi that perforate external structures before the development of hyphae and the
initiation of biodegradation.
2. Chemical alterations are generally produced in 2 ways:
a. Injuries determined by assimilation processes that correspond to the situation in which
microorganisms use the constituents of the degraded material as nutrients. Some of them are
converted into microbial biomass, and the rest are degraded to CO2 and water. Finally, the
original material may effectively disappear.
This phenomenon is typical in the case of cellulose in the structure of plant organisms.
Attacked by the extracellular enzymes of some bacteria and fungi, cellulose is degraded to
cellobiose, which is further converted to glucose under the action of cellobiase. Similar
processes act with specific enzymes on hemicelluloses and lignins, thus explaining the loss of
physical resistance, crumbling and massive degradation of wood.
b. Injuries produced by disassimilation processes that correspond to degradation processes
with the release of chemical substances from the material subject to biodegradation. And in
this case there is a certain degree of assimilation necessary to ensure the development of the
microorganism, but it is minor. As a result, the global density of the fungal hyphae that
develops is very low compared to the economic damage caused by the loss of resistance, by
staining or other secondary actions.
3. Impurity and staining are mainly caused by the presence and development of fungal
mycelium, its ability to cover large surfaces and form different intensely colored substances.
Thus, cotton fabrics are stained due to the colored substances produced by Fusarium sp. or
those of nylon by the species Penicillium janthinellum. Construction wood is stained by the
blue coloration produced by hyphae that infect the wood, causing great economic losses.
Major biodeterioration results from staining.
4. Functional changes are encountered as a consequence of fouling phenomena. Initiated by
microorganisms, the fouling of the submerged surfaces of the ships is completed by the
deposition of invertebrates such as molluscs, polychaetes, sponges, bryozoans, under lighting
conditions, by depositions of micro- and macroalgae. The negative effects are direct
(degradation of wood, rubber, paints, some plastics, corrosion processes, etc.) or indirect

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(increase in weight, increase resistance to movement, decrease ship speed and increased fuel
consumption).

1.5 Storage and preservation of foodstuffs

Storage and preservation of goods, good management of the existing stock of goods and
adequate preparation for the purpose of sale are carried out in specially arranged spaces,
namely, in warehouses.
The storage spaces are:
 fixed - actual deposits;
 mobile - means of transport.
Preservation is considered temporary (approx. 2-20 days) and is specific to perishable or
long-lasting food products, when this limit period is exceeded, for industrial products
(household electrical appliances, shoes and clothing).
The importance of keeping the goods in good conditions is also emphasized by the
obligation to submit some products (eg: electronic and electrical) to storage tests (test H) in
order to verify the ability to withstand transport or storage in specific climatic and mechanical
conditions.
As the products are sensitive to microclimate changes during storage, there is the
possibility of quality depreciation and the inevitable possibility of litigation.
Carrying out the product expertise of the resulting stains requires in-depth knowledge of
the product characteristics and, often, the reconstruction of the environmental conditions
(considered the most difficult type of product expertise).
Classification of deposits
According to the nature of the operations:
 purchase (warehouses where goods are received to complete the commercial
assortment);
 distribution (the division of the goods lots takes place for transmission to the stores);
 transshipment (warehouses where goods are received that will later be transferred)
 storage which can be:
- according to the storage period (for seasonal storage and for long-term storage

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- by construction (ordinary and special - silos, refrigerators)
After stored products:
 specialized;
 combined;
 universal.
According to the constructive nature, they are warehouses:
 open (uncovered platforms, warehouses for construction materials)
 semi-open (covered platforms, vegetable-fruit troughs)
 closed (special constructions with one or more levels).
According to the degree of endowment:
 unused (simple)
 equipment:
- with mechanical ventilation;
- refrigerators;
- with controlled atmosphere;
- mixed (refrigerator + mechanical ventilation).
After the duration of use:
- lost (unusable);
- to refurbish;
- material packaging.
During storage, products can undergo significant changes under the action of internal or
external factors. Among the internal factors we list: the structure, the chemical composition of
the products, the physical and chemical properties, etc. The external factors are:
¨ mechanical factors (compression of stacks, demands during transport, during handling);
¨ physical-chemical factors (temperature, humidity, sunlight, air composition and circulation);
¨ biological factors (presence of microorganisms, bacteria, rodents, insects).4
Other factors refer to the storage regime (hygiene in the storage space, the presence of
foreign smells, compliance with the allowed proximity of the products, the packaging
triggering interactions with the product or not).
The variations of these physical, chemical or biochemical factors produce major
qualitative changes of some products and for this reason imply maintaining them at the level

4
Grădinaru, D., Managementul producţiei, Editura Universităţii din Piteşti, 2010
9
prescribed by the standards, for each type of product. As a result of the depreciation of the
products during storage, in order to carry out the merceological expertise of the resulting
stains, it is necessary to know, in detail, all the characteristics of the stored products and the
implications of these factors on the quality and integrity of the products. The storage spaces
must satisfy certain microclimate conditions for the proper preservation of the goods. The
microclimate is strongly influenced by the purity of the air, the concentration of dust particles,
toxic gases, temperature, humidity or the presence of microorganisms that can influence the
properties of the goods in different proportions.
Temperature
During the storage of goods, it is necessary to ensure an optimal temperature regime.
The fluctuations of the air temperature in the warehouse are influenced by the season and even
by the period of a day, but there is no identity between the temperature inside and outside,
because in the winter the warehouse is heated and in the summer the ventilation or air
conditioning is carried out. The expert must know and compare the storage conditions
prescribed in the standards with the existing values in the warehouse or with those obtained
after reconstitution. In this way, he can assess whether the optimal storage conditions have
been met or not and he can assess the cause of the quality deterioration of the products. The
condensation or dew point temperature represents the temperature at which the amount of
water vapor in the air quantitatively exceeds the absolute humidity. At temperatures below the
dew point, water drops appear that moisten the products or packaging.
It should be noted that in order to maintain the temperature in the storage space within
the limits prescribed by the standards, it is necessary to ventilate the air with a circulation
coefficient of 7-8 times/hour. The ventilation is considered normal if the difference between
the temperature of the air entered and the air discharged is not greater than 20C. The
temperature measurement is done with ordinary room thermometers, with thermographs that
record temperature variations for a certain period of time (a day or a week), with metallic
protected thermometers (so that they can be inserted inside some goods) or with
telethermometers.
Humidity
Oscillations of air humidity can also cause important quality changes in products and are
dependent on temperature and air pressure. The water vapor content can be expressed as
follows:

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- absolute air humidity (Ua) - mass of water vapor, in grams, contained in the air, at a certain
moment;
- relative humidity (Ur) - the ratio between the mass of water vapor existing at a given
moment and the mass (pressure) of vapor in a saturated state, from one m3 of air.
The increase in temperature leads to a decrease in air humidity and an increase in water
vapor pressure. The fact that the high humidity in the storage spaces causes the development
of microorganisms and humidification of the products, it is necessary to maintain it at a
certain level to ensure optimal storage conditions. Maintaining the optimal level of humidity
is very important in simple, unheated warehouses where hygroscopic goods (cement,
detergents) are stored. At high humidity (95 - 100 %) molds can develop on packaging or
products. Even the decrease of humidity (high temperatures) below certain limits is not
advantageous because it causes pronounced drying, in undesirable limits (wood, tanned
leather).
 Biological factors
In favorable conditions of temperature and humidity, microorganisms develop rapidly,
leading to the degradation of products. The development of molds is favored by the lack of
ventilation in the storage space and temperatures of 20 - 30 0C. Many spores resist even at 0 0
C or at very high temperatures. The presence of fungi affects the aesthetics of the products
due to their unpleasant appearance and unpleasant smell. There is even a specialization of
different species of fungi that preferentially develop on certain substrates (plastic materials,
textiles, etc.)
Against the action of biological agents, action is taken by physical or chemical means
(application of fungicides or sulfur dioxide), biological control of insects or by irradiation.
The products must be stored in special hygiene conditions and taking into account the
neighborhood criterion, in order not to allow their degradation or contamination.5

5
Grădinaru, D., Managementul producţiei, Editura Universităţii din Piteşti, 2010
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 Chapter II – The impact of communicating the risk to consumers

2.1 Information on food risk

Risk communication is an important part of efforts to reduce food safety risks at the
consumer level. Risk communication allows food safety authorities to reach consumers and
influence their shopping and kitchen practices. It is particularly important because consumers
are the last link in the food safety chain and their activities cannot be regulated by law.
For authorities, risk communication is usually just one of many other tasks, such as
supervision, control, inspection, etc., so it can often happen that risk communication is not
among their strengths. The SafeConsume Policy Work Package (WP7) surveys have shown
that actors in the European risk communication scheme follow different approaches and are at
different stages of development in terms of their practices towards consumers and their
cooperation activities with other interested parties. The easiest way to define the development
path is to assess the risk communication practices currently in use, determining the
weaknesses and based on the assessment, the next steps.6
One of the aims of SafeConsume is to help authorities identify where their institution's
risk communication activities need to be improved. To this end, SafeConsume's policy team
plans to develop a Self-Assessment Tool (SET), through which users (especially leaders and
risk communicators of national authorities) can explore their level of preparedness in different
aspects of risk communication. The envisaged online tool reveals the institution's risk
communication gaps, visualizes the results and would be used as a decision support tool.
To ensure a high level of consumer health protection and to guarantee their right to
information, the appropriate information of consumers must be ensured regarding the food

6
Anghel Petre, Stiluri și metode de comunicare, Editura Aramis, București, 2003

12
products they consume. Purchase decisions can be influenced by, among others, health,
economic, ecological, social or ethical considerations.
The general public is showing interest in the relationship between food and health, as
well as in choosing an appropriate diet according to each person's needs. The White Paper of
the Commission of 30 May 2007 concerning a strategy for Europe on health issues related to
food, overweight and obesity has signaled that nutrition labeling represents a method of
informing consumers about the composition of food and helping them to a fully informed
choice. Education and information campaigns are a important mechanism by which
consumers can better understand information about food products. The consumer protection
strategy defined by the Union for the period 2014-2020 emphasized that this possibility of
informed choice is essential for ensuring genuine competition, as well as for the well-being of
consumers. Knowledge of the basic principles of nutrition, as well as the presentation of
appropriate nutritional information on food products would substantially assist the consumer
in making such a choice. In the moreover, it is useful and fair that in the Member States,
consumers have the possibility to resort to a neutral source of information to clarify certain
individual doubts regarding food. Member States should therefore set up appropriate
helplines, which the food industry could contribute to funding.
Certain ingredients or other substances, when used for the production of food and
remain present in them, they can cause allergies or intolerances , and in certain cases, they can
represent even a danger to the health of those concerned. Therefore, it is important to inform
consumers about the presence of food additives, technological aids and other substances with
scientifically proven allergenic effect or that could increase the risk of illness, to allow in
especially consumers who suffer from food allergies or intolerances to be able to make a
choice in full knowledge of the products that are safe for them. It should also indicated the
presence of traces of these substances, so that people suffering from more serious allergies to
be able to make safe choices. In this sense, common rules should be developed.
Food labels must be clear and easy to understand to help consumers who want to
make informed choices about food products and dietary. Studies show that good readability is
an important element in maximizing the possibility that the label statements can influence the
public and that illegible product information is one of the main causes of consumer
dissatisfaction with product labels food. Therefore, the combination of factors such as
character should be taken into account chosen, color and contrast.

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 Artisan food products and fresh products prepared in the establishments of retail
directly at the point of sale may contain substances that cause reactions allergies or
intolerances in sensitive people. But how exactly products that are not prepackaged are sold
following direct contact with the consumer, the respective information would should be
provided, for example, in a dialogue at the time of sale, via a highly visible information panel
or through informational materials displayed in the space of marketing.
The indication of information regarding the type and quantity exceeding 20 g of the
constituent compound ingredients of the finished product/food provided by the collective
catering units, the nutritional declaration, as well as the additives used is done so that the
information is available and accessible directly at the place of selling/offering this/this
product/food or, in the case of distance marketing, before finalizing the order. The
information must be written in a visible, easily accessible, legible, indelible place and must
not be hidden by other written or photographic materials, next to the product, on a
panel/menu.
If the finished products/meals provided by collective catering establishments are offered
for sale in several different places within the same establishment, this information is presented
to the consumer at each of these places.
For the finished product/food provided by the collective catering units offered for sale
by means of a distance communication technique, the information appears on the distance
sales support, on the price tag or transport packaging, as well as in any material advertiser.
The information regarding the nutritional declaration must comply with the provisions of art.
30 para. (5) lit. b) from Regulation (EU) no. 1,169/2011, respectively the energy value and the
quantities of fats, saturated fatty acids, sugars and salt.

2.2 Correct information practices

Information on food products must not be misleading, in particular:

a) regarding the characteristics of the food product and especially regarding nature, identity,
properties, composition, quantity, minimum durability date, country of origin or place of
origin, manufacturing or production method;
b) attributing effects or properties to the food product that it does not have;

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c) suggesting that the food product has special characteristics, when, in reality, all of them do
similar food products possess such characteristics, highlighting in particular the presence or
the absence of certain ingredients and/or nutrients;
d) suggesting, through the presentation, in descriptions or images, the presence of a certain
food product or a certain ingredient, while in reality a component present in naturally or an
ingredient normally used in that food product has been replaced with another component or
ingredient.
Information on food products is accurate, clear and easy to understand to the consumer.
Subject to the derogations provided for in art. 19 letter d) of Law no. 113/2012
regarding establishing the principles and general requirements of food safety legislation, the
food information does not attribute properties to any food product prevention, treatment or
cure of a human disease and does not evoke such properties.7
The provisions of paragraphs (1), (2) and (3) also apply:
a) advertising;
b) presentation of food products, especially their shape, appearance or packaging, the material
used for packaging, the way they are presented, as well as the place where they are exposed.

2.3 Responsibility

Responsible for informing consumers about food products is the operator in the food
business under whose name or trade name it markets the food product, and if the respective
operator is not based in the country, responsible for informing consumers, is the importer on
the market of the Romania.
The food business operator who is responsible for the information to consumers
regarding food products ensures the existence and accuracy of information related to food
products in accordance with the provisions of this law.
Operators in the food business who do not intervene in the information related to food
products that I know or assume, based on the information I have, that they do not are in
accordance with the provisions of this law, they do not have the right to supply food products
in cause.

7
Gary Johns, Comportament organizaţional, Editura Economică, 2018

15
 Operators in the food business, within the enterprises they manage, no changes the
information accompanying a food product if such a change would induce in error the final
consumer or would in any other way reduce the level of consumer protection and his
possibilities to make an informed choice. The operators in the food business are responsible
for any changes they make to product information food accompanying a food product.
Operators in the food business, within the enterprises they manage, ensures and verifies
compliance with the requirements of this law regarding information on food products.
Within the enterprise that he manages, the operator in the food business ensures
transmission of information on non-packaged food products, intended for the consumer final
or of a public catering unit, to the food business operator who receive the respective food
products to allow the provision of the mandatory information regarding food products to the
final consumer
The operator in the food business ensures, within the enterprise that manages, the
mention of the mandatory information provided for in art. 8 and 9 on the pre-packaging or on
a label attached to it, or in commercial documents related to food products, in if it can be
guaranteed that the respective documents accompany the food product to which refer to or
were sent before delivery or simultaneously with it, in the following cases:
a) if the prepackaged food product is intended for the final consumer, but is marketed at a
stage prior to the sale to him and if this stage does not involve sale to a public catering unit;
b) if the prepackaged food product is intended for food establishments public to be prepared,
processed, shared or cut.
Operators in the food business who supply them to other operators in the business food
products that are not intended for the final consumer or food establishments public ensures
that the respective operators receive sufficient information to allow them to fulfill the
obligations.

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 Chapter III – Ways of communicating the risk

3.1 The goals of food saftety risk communication

The overall goal of food safety risk communication is to protect people’s health through
provision of information that enables them to make informed food safety decisions. Food
safety risk information may help people to make decisions about whether to avoid a particular
food, how to handle or prepare it in order to reduce risk, or what they can do to protect
themselves if they are exposed to the risk. To enable people to make informed food safety
decisions it is important that risk information is conveyed in a compelling manner, is readily
understood and perceived to be accurate and trustworthy, takes into account the needs and
concerns of the target audience, and helps them to decide how to proceed. Enabling people to
make informed food safety decisions can, in some cases, involve communicating about both
risks and benefits associated with particular food choices. 8This is the case, for instance, when
the benefits of a varied diet outweigh certain risks, or when a food that is risky for some
consumers may be beneficial to others (see Box 1.1 for an example). In order to enable people
to make well-informed decisions about food consumption under these circumstances, it is
particularly important to target information about risks to those groups in the population who
are most vulnerable to them (e.g. pregnant women, the very young, the elderly, and those with
weakened immune systems), and to ensure that information about both risks and benefits is
available to all stakeholders.

8
https://apps.who.int/iris/rest/bitstreams/1060967/retrieve
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 In certain situations, people have simply to follow science-based health practices (e.g.
the use of hot water to sanitize equipment, hand washing, etc.) to protect public health, and
the decision to engage in these practices is not theirs to make (e.g. food processors must
follow food safety regulations). In these cases, communication about food safety risks is often
aimed at increasing people’s understanding of why they need to engage in these practices,
rather than enabling them to make their own risk decisions. Food safety risk communication is
used to facilitate understanding and dialogue among all stakeholders, including consumers,
about food safety issues. When possible, food safety risk communication should involve
interaction among all those concerned with the risk communication process. It is important to
engage in a two-way dialogue with those exposed and vulnerable to the risk, people who may
influence and control the risk, other affected or interested stakeholders, and the public in
general. Dialogue with stakeholders offers the chance to obtain relevant information for risk
communication decisions. For the development and delivery of effective foodsafety risk
communication, it is essential to understand the information needs of target audiences. This
enables risk communication messages to be tailored to target audiences, thereby maximizing
their effectiveness and dissemination. Dialogue with stakeholders may also provide decision-
makers with vital or additional relevant information for risk assessments and/or management,
and increase the likelihood that decisions are fit for purpose. For example, stakeholders may
provide information on who is exposed to the risk, what are the potential or likely sources of
hazard, or the probable effectiveness of various management options in controlling or
preventing risks. They may also contribute to the identification of unintended consequences of
risk management decisions.
Food safety risk communication is also used to improve the ongoing risk analysis
process through societal engagement. Risk assessment results and risk management decisions
can be potentially controversial. Different stakeholders (e.g. community members, activists,
government officials, scientists and corporate executives) may disagree about the nature,
magnitude or severity of the risk in question, or the best way to manage it. Understanding
societal priorities for risk assessment, management and communication may contribute to
more inclusive decisions about food safety risks and their assessment and management. For
this purpose, engagement of stakeholders should begin at the start of the risk analysis process,
and not at the end. For example, when risk assessment questions are identified by risk
managers, it is recommended that they be posted (e.g. on a Web site) and opened for
comments and discussion with stakeholders. Risk assessments conducted with at least some
18
form of stakeholder involvement may result in lower levels of stakeholder opposition, and in
enhanced trust in the process and understanding of the results among all stakeholders.9

3.2 Successful communication campaigns related of adequate nutrition, food safety and
changing eating behavior

Communication about health refers, on the one hand, to communication to society of

important values and, on the other hand, to the access that he has the communicator and
medical specialist in the private life of some people, this access emphasizing the way of
people's lives, through advice and regulations provided by specialists.
Health communication is based on some fundamental "ethical" rules or principles that
are also good practice criteria for this type of activity:
 to respect the choices a person makes; do not disturb to avoid
 rejection of the message; not to stigmatize (especially in the case of behavior
 individual who presents a high degree of individual and social risk), not to
marginalize, not to blame; not to impose a social norm (putting in opposition
 "good/healthy" versus "bad/unhealthy" behaviors); to not inform about the risks
without also proposing solutions (along with the means of prevention); to stimulate
reflection, debate by the recipients of the messages (to respect their independence,
beliefs and stimulate them
 responsibility); to take into account the population's inequalities in access to
information, social inequalities in the field of health, cultural codes; to support change
(by providing of means of action, by putting in practice of advice and regulations);
 to introduce a special section for health professionals in communication campaigns
aimed at the sea public.10

9
https://apps.who.int/iris/rest/bitstreams/1060967/retrieve
10
https://apps.who.int/iris/rest/bitstreams/1060967/retrieve
19
 Communication campaigns in the field of adequate nutrition, food safety and dietary
behavior change are planned and implemented in reality taking into account the intersection of
three axes:
(1) the axis of campaign purpose of comunication;
(2) the axis of the level at which it is desired to change the behavior of some people (including
the level of realization of the analysis of the communication campaign
(3) the axis of the campaign's advantages (in this case the distinction is made between:
campaigns run for the benefit of the one who initiates them and campaigns that aim to help the
one to whom they are addressed).
The activities of an advertising campaign in the field of adequate nutrition, food safety
and dietary behavior change involves a process composed of five stages: (1) the study; (2)
planning; (3) crafting messages and their preliminary testing; (4) transmission of messages;
(5) monitoring and final evaluation.
In general, a communication campaign and/or advertising in the field of adequate
nutrition, food safety and dietary behavior change is audience-centered and begins with
observing behaviors members of the audience, with the identification of the causes that lead to
these behaviors and continues with the development of a strategy that aims to communicate
perceived benefits and reduce the incidence of less healthy behaviors. Behavior change is a
long-term process that involves setting realistic goals for communication regarding adequate
nutrition, food safety and behavior change food. At the beginning of such a communication
or/and advertising campaign, the segmentation of the potential audience takes place according
to the "necessary stages for change" - at one extreme placing those whose behavior will
change the fastest, while at the opposite extreme will be those who they will be the most
resistant to change, the ones who ignore that there is a problem of health.
Communication and/or advertising campaigns in the field of adequate nutrition, food
safety and dietary behavior change have three important roles: (a) an image-related role; (b) a
role related to information; (b) a role to stimulate the change of individual behavior. 11
The objectives pursued by a communication and/or advertising campaign in the field of
adequate nutrition, food safety and dietary behavior change are: (a) creating a public opinion
favorable to putting practice of measures or reforms that have collective consequences in the
field population health; (b) putting an issue on the agenda, in public debate (even if not
everyone agrees and does not change their behavior, publicity brings the topic to life in
11
https://apps.who.int/iris/rest/bitstreams/1060967/retrieve
20
society); (c) information about risks and means of prevention to reach new behaviors (starting
from the principle "prevention is easier than cure", which is useful both from an
epidemiological point of view as well as economic); (d) provides the connection between
public health policies and
practical actions in the field (advertising and, in general, communication, bring notoriety,
safety and legitimacy direct actions in the field of health); (e) prepare public opinion for
changing social norms, structures the general way in which a population it thinks about a
health problem and prepares behavior and lifestyle change, thus being an accelerator of the
social change process.
Developing a communication campaign in the field of adequate nutrition, food
security and food behavior change is taking place ten key steps:
(1) defining the general context related to adequate nutrition, food safety and dietary behavior
change;
(2) studying the behavior of the target audience (life habits, representations, motivations,
opinions, etc.);
(3) defining an objective and a communication strategy together with a team of experts (what
will be the message, to whom it will be addressed, on what communication channels, what
will be the adopted style?);
(4) making a plan of communication together with a communication agency (context, stake,
objectives, budget, stages);
(5) choice of creative approach, strategy and motives (media – press, television, radio,
cinema, street posters, internet);
(6) pretesting and validating the choice of messages that were made with the help of experts
in the medical field;
(7) production of media materials (spots and/or advertisements, posters, websites, etc.) and
purchase of broadcast space in mass media;
(8) launching the media campaign (via a press conference) and broadcasting this campaign;
(9) evaluation of the effectiveness of the campaign (post-testing They);
(10) launching a new communication campaign related to the same topic
(but which will be much more specific).

3.3 Educating the food industry

21
 As stated above, risk and safety communications are critical at numerous points in the
food system. Food producers, processors, and retailers play a vital part in the prevention of
foodborne illness and require education tailored to their role in the food safety system. For
example, effective training of industry personnel is a critical component of a preventive, risk-
based food safety system and is necessary for successful implementation of Hazard Analysis
and Critical Control Points (HACCP. As the leading food safety oversight agency, the FDA
must incorporate the risk and safety communication needs of the food industry and regulators
into its risk communication strategy.12
Food service workers at institutions, such as schools or nursing homes, that purchase and
prepare food for large numbers of potentially sensitive subpopulations are an important
control point for risk communication in the food safety system. In fact, the majority of
foodborne illnesses in confirmed outbreaks in OutbreakNet for 2007 were associated with
exposures outside the home, with 30 percent of illnesses attributed to restaurants or delis.
Rising trends in eating out, food preparation and service employment, and a high proportion
of young, foreignborn, and Hispanic or Latino workers in food service underscore the
importance of targeting this sector for food safety training. Food preparation and service
workers rely primarily on short-term on-the-job training to prepare for the work. While a lack
of health care benefits and illness policies contribute to workers showing up for work when
ill, studies of food service employees suggest that targeted training in the positive outcomes of
specific behaviors (e.g., hand washing making it less likely that people will get sick), in
combination with reducing barriers to such behaviors (e.g., convenient facilities, available
time), can contribute to needed improvements in food safety behaviors.
Numerous sources of information and training materials currently exist for the food
industry. The Center for Food Safety and Applied Nutrition (CFSAN) posts training materials
and notices on its website under the Retail Food Protection’s Industry and Regulatory
Assistance and Training Resources page, as well as under Food Defense. In addition, industry
associations provide comprehensive and standardized training materials for the food industry.
For example, ServSafe is well recognized as the leading training program for food retailers.
Grocery Manufacturers of America has developed a HACCP guide for the food industry that
is frequently modified by others to suit their needs. Other groups, such as the National
Environmental Health Association, also provide training materials for the food industry.
12
https://www.ncbi.nlm.nih.gov/books/NBK220409/
22
 The feed industry relies heavily on trade associations such as the American Feed
Industry Association, the National Grain and Feed Association, and specific food animal
associations (e.g., the National Pork Producers Council, National Turkey Federation, U.S.
Poultry and Egg Association) for information and training. Further, many land grant
universities have developed feed safety bulletins and other educational materials and have
those materials available on their websites. Not unlike conferences addressing specialty crops,
nearly every conference targeting livestock production includes topics on safe feed/safe food.
While all of these mechanisms are excellent sources for the industry, however, some may be
expensive for small processors and retailers.
The Cooperative Extension System provides a broad range of educational programs and
serves as a resource for food safety training and information for the food industry. Regulatory
agencies frequently refer food producers, particularly small establishments, to Cooperative
Extension Services for training and information on food safety and the implementation of new
regulations. Cooperative Extension Services often advertise their programs through their
websites and by mailing risk communication and training notifications to the food industry.
They frequently set their training schedules months in advance but get little, if any, advance
notice of the implementation of new regulations. As a result, they can be overwhelmed when
new regulations are issued. In addition, funding shortfalls compound the problem as state and
federal agencies cut their budgets. Therefore, while Cooperative Extension Services are a
good resource for meeting the food industry’s educational needs, their ability to serve the
large number of food processors and retailers in the United States is limited. Also, few Land
Grant institutions have spent the time and effort to develop significant expertise in feed
production and safety, although, based on the experience of committee members, this situation
is slowly beginning to change.
One particular subgroup of the food industry that may not have the resources to update
its workforce on the latest policy developments and may need more targeted attention is small
producers, processors, and retailers. Hirsch and Cutter (2006) used several methods to
examine the training and support available to small and very small meat and poultry
establishments. They also conducted a mail survey and later organized a workshop to learn
from small and very small meat and poultry producers in the Northeast about their sources of
information and the value and quality of training available to them. The results point to the
inadequacies of, and barriers to, training and the need for standardization .

23
 The committee is unaware of similar studies for the portion of the food industry
regulated by the FDA. Yet while the study by Hirsch and Cutter focuses on USDA-regulated
establishments, it clearly demonstrates the need for a comprehensive, standardized education
and training program for the food industry, and the industry training needs it identifies could
impact producers of FDA-regulated products as well. The committee concluded that a similar
study should be conducted to identify training needs in the FDA-regulated portion of the food
industry.

3.4 Consumers

While the food industry—from the farm to the retailer—plays an essential part in
mitigating the risks from foods, consumers also play a role in reducing their risks from food
through appropriate food purchases and handling. Understanding what consumers know,
value, and do is an essential first step in providing them with relevant information in a form
they can understand and use; risk communication research can bridge the gap between what
experts say and consumers hear, or need to hear, about handling food safely. If consumers are
to make informed food consumption decisions, they also need information with which to
weigh benefits and risks—for example, to understand when the nutritional benefits of foods
may outweigh the risks from potential trace contaminants.13
While in some cases consumers may be unaware of food risks, in others they may be
unnecessarily worried because they lack specifics on what they can do to protect themselves
effectively. Although estimates of the percentage of Americans that have confidence in the
safety of the food supply vary considerably because of methodological differences across
surveys, in general confidence appears lower today than it has been since 2001. Public
opinions about, and confidence in, food safety are highly responsive to specific food safety
incidents, although, as with other risks, consumers generally tend to be optimistic and, as
noted above, to believe that foodborne illnesses and food recalls are more relevant to the
general public than to themselves. Kinsey and colleagues (2009) analyzed the influence of
media attention on consumer confidence and concluded that media coverage has a
significantly negative effect on consumer confidence in the safety of the food system. Overall,
favorable attitudes toward the FDA declined from 1997/1998 to 2010 (from 75 percent to 58
13
https://www.ncbi.nlm.nih.gov/books/NBK220409/
24
percent). This general trend toward lower confidence in the FDA, however, may be due not
only to food safety incidents and coverage by the media but also to increasing general distrust
in the U.S. government (and in the FDA in particular) since the late 1990s. Kinsey and
collaborators’ most recent data17 show that confidence in food safety has neither decreased
further nor increased much in the last year.
According to FDA research, several safe food practices have increased in the United
States over the last decade. Consumer knowledge about foodborne pathogens, high-risk foods,
vulnerable populations, and safe food-handling practices has also increased in recent years,
although this knowledge is sometimes incomplete or wrong. On the other hand, despite
increased self-reported use of safe food-handling practices, food preparers do not always
follow these practices. The International Food Information Council found that for some
practices, such as washing hands, the majority of those surveyed reported using them as a
precaution. For other practices, the percentages of use reported were lower—for example, 50
and 25 percent, respectively, for using a different or freshly cleaned cutting board for each
type of food and for using a food thermometer to check the doneness of meat and poultry
items. Other research shows that younger people in particular are increasingly ignorant of safe
food-handling practices and foodborne illness; young adults (aged 18–25) are the age group
most likely to engage in risky food handling.
Although these findings about precautionary behaviors are disappointing, they may
reflect consumers’ difficulty in understanding what to do. Once consumers become aware of
the risk associated with particular food-handling and consumption behaviors (e.g., consuming
certain raw foods), they may become concerned; however, they are unlikely to take protective
action unless they see the risk as personal, know what to do to reduce the risk, and are
confident that they can do it. Social pressures and practices can also influence consumer
behaviors.
Risk communications that build on empirical evidence of, and interactive exchanges
about, consumer understanding and food risks and benefits can help consumers make
informed decisions. In the United States, people currently learn about food safety from a
variety of sources, ranging from social networks and television to specific government
programs. Use of these sources varies by consumer circumstances. For example, in a 2008
study (Kwon et al., 2008), Special Supplemental Nutrition Program for Women, Infants, and
Children (WIC) recipients surveyed reported receiving food safety information from WIC
(78.7 percent), family (63.1 percent), and television (60.7 percent). In a 2003 survey
25
conducted in Lubbock, Texas (Whatley et al., 2005), family and friends were cited
overwhelmingly as sources of food safety information. With respect to young adults, home
economics classes are becoming increasingly rare (Beard, 1991); instead, young adults learn
about food safety primarily from their parents, with very few (5 percent) reporting never
learning about it.
Certain groups—infants and children, pregnant women, and older persons—are
deemed biologically and clinically more susceptible to food safety risks. This susceptibility
stems in part from altered or adversely affected immune systems or chemical kinetics, the
sensitivity of developing organ systems to toxicological insult, or the effects of age-related
diseases, treatments, and declining physiological function.14

14
https://www.ncbi.nlm.nih.gov/books/NBK220409/
26
 Chapter IV – Study case. Communication of food risks to clients of the
Poarta Raiului guesthouse

3.1 Presentation of the guesthouse

The Poarta Raiului guesthouse has CUI 22567732 and started its activity on 01.01.2015
and was classified by the Ministry of Tourism with 4 daisies. The guesthouse has a number of
15 rooms, all of which are equipped with a minibar, internet and a balcony with a mountain
view. It also has an à la carte restaurant with a capacity of 50 seats and a terrace with a
capacity of 20 seats.
The menu focuses on traditional
dishes and natural products. On the
leisure side, tourists can benefit from a
series of facilities both in the winter
and in the off-season. In the winter,
the Poarta Raiului Guesthouse offers
the possibility of renting snowmobiles
with qualified staff , for hiking in spectacular areas.
During the summer, tourists can rent bicycles for walks and excursions in the
surroundings.

27
 It has a restaurant with a capacity of
50 seats and an outdoor terrace with a
capacity of 20 seats. The menu
focuses on traditional dishes, made
from natural products.
Inside the guesthouse there is a Spa Center, which offers clients dry sauna, wet sauna,
heated armchairs, Jacuzzi and showers.
The guesthouse has 7 rooms equipped with a double bed and 8 rooms with extra beds
for children (double bed + bunk bed). The rooms are spacious and have a minibar, TV,
internet, etc.

28
 For the winter period, the Poarta Raiului Guesthouse offers the possibility of renting
snowmobiles with qualified staff, for hiking in spectacular areas full of snow. At the same
time, less than 2 km away is the Sureanu Ski Area, which is available with perfect areas for
skiing and snowboarding.
Knowing the competition plays a decisive role in marketing planning. The guesthouse
must constantly compare its services, products and promotional actions with those of the
competition.
The main competitors are:
 Sureanu guesthouse
 Bellamy guesthouse
 St. Peter Hotel
The main attraction for tourists is the natural setting, the tranquility and the impeccable
services that the guesthouse offers, it is also well rated for its excellent location in Tău Bistra!
Customers have given it a higher score than other properties in the area. Couples especially
appreciate this location. They gave it a score of 9.5 for a stay for 2 people.
The promotion method applied by the main administrator is: via the Internet, mass
media, advertising magazines, business cards.
Other means of promotion used by the company are those that stimulate the return
(customer loyalty), their role is to fully confirm the information disseminated in leaflets,
newspapers, announcements.
The promotion takes into account a number of elements:
• the environment
• the cleanliness of the surroundings
• interior and exterior lighting
• the entrance should be welcoming, illuminated
• the quality of the dishes (kitchen)
•services quality
• the bar
• the staff

29
 In accordance with the services offered and the advantages for attracting customers to
our guesthouse, the quality-price ratio is a particularly good one. The price is reasonable for
the package of services offered and especially for the quality of the services that together
make up the combination of a dream stay.

4.2 Specialized diagnosis of quality and risk management in Poarta Raiului guesthouse

Satisfying customer requirements

Serving customers is the core of the Company's mission, because serving and
developing and surviving in the long term depends on their continued satisfaction. The
Company's dedication to customer needs is demonstrated by the excellent performance of its
products and services.
This desire is expressed in the company's Quality Declaration. In order to satisfy
customers and improve the performance of Poarta Raiului guesthouse, the quality system
defines fundamental practices. They are identified according to the major areas: activity
management, people management, satisfying customer requirements. They are implemented
in Poarta Raiului guesthouse and are known and applied for the factory's field of activity.
The product plan defines the customer requirements that the company has decided to
serve. Each target item, be it product or market, is formalized in a specification. This includes
at least: all countries and conditions of use, applicable rules and regulations, as well as
customer requirements.

30
 The development of a product or service is done according to the stages resulting from
the project approach, namely: opportunity, feasibility, detailed study, solution development,
final compliance. Responsible for the performance of a product is the entity that markets that
product.
All products sold must satisfy both the legislative requirements and the regulations of
the countries in which they are sold. The product must be subject to a model approval by the
customer or his internal representative and an industrial qualification before being marketed.
The designer is responsible for the model that defines the product and its evolutions. It is
based on the product specifications, complete with design rules.

Responsibility for quality

Poarta Raiului guesthouse quality policy is expressed in the Performance and

Responsibility Charter of Poarta Raiului guesthouse. It is taken into account at all levels,
namely both through a customer-oriented organization and through a quality system aimed at
guaranteeing the quality of products and services and improving products.

Personnel management

The fundamental practices of Poarta Raiului guesthouse regarding the Quality System
are disseminated to all employees and integrated into staff training. Each person in charge of
the management team has the task of promoting and implementing this quality approach: ·
He/she is responsible for the quality of the products and services performed; · He/she
improves the company's performance by applying Poarta Raiului guesthouse continuous
improvement approach. The management and development of personnel are shared between:
the person, the hierarchical boss and the Personnel Department. Each person, including
temporary staff, has the level of competence necessary for their activity and knows the
consequences of non-qualification in work. Each person knows the mission of having a job
description. He/she is qualified by his/her manager, based on the competencies and the
training plan required for the exercise of the assigned responsibilities. The qualification is
periodically reviewed to guarantee its permanence. Before taking up the position, the
minimum necessary trainings are carried out in order to take over the position. The set of
trainings identified and carried out are recorded and evaluated, in order to assess the quality.
31
 Each person, through his professionalism, contributes to obtaining Group Quality. Also,
each person has the obligation to alert his manager in case of uncertainty about the quality of
his product or the service he performs.
The staff is adapted to the requirements identified in the annual plan and to
developments.
Each manager makes sure that the staff have the necessary information and means for the
proper execution of their work respecting the safety/environmental rules.

Continuous improvement and orientation through plans

In particular, the safety requirements are identical for all products and services of Poarta
Raiului guesthouse. The company's Continuous Progress approach consists of:
- Orientation through plans. It refers to the fact that everyone understands the Company's
strategy and objectives and contributes in a coherent manner to achieving results.
- Improvement of processes. By empowering each person and providing them with the means
to achieve quality work that they can be proud of.

Non-compliant products

Any suspect product is considered non-compliant. Thus, the responsibilities for dealing
with non-conformities are defined according to their importance as well as their nature.

Relations with suppliers

Relations with suppliers are based on the application of the Poarta Raiului guesthouse
Procurement Procedure. Thus, the Procurement Group Service is responsible for the
relationship with suppliers. Suppliers are included in a Quality Assurance program in
particular for raw materials, components, equipment and services with an impact on quality.
Also, they are regularly and jointly evaluated by the Procurement Service as well as by
experts in the technical field concerned, on their ability to ensure quality and to progress.

Quality Assurance Program

32
 The Quality Assurance Program integrates criteria such as: the quality of products and
services in terms of performance and regularity, the ability to ensure supply and compliance
with the stipulated terms, the quality of the service as well as the attention given to the
Company in terms of reactivity to its requests.
A product appears in the entity's commercial catalog only if it has been technically and
commercially approved for this market. These measures are implemented in order to achieve
the satisfaction rate of the targeted request, as well as to comply with commitments to the
client. A launch plan, respectively commercial withdrawal is established and followed.
Both useful information and training are provided to the client, for the best possible
use of the product. Any dissatisfaction or question of the customer is taken into account,
otherwise it is the subject of an answer.
The company ensures the measurement of the performance of the products and
services sold in all its markets. Both the appearance and increase of anomalies observed in the
market and considered potentially critical are the subject of an alert by the Quality Manager of
the entity in order to launch the appropriate actions. Also, any complaint expressed by a
customer is registered, respectively treated.
When there is an intervention in the market, it is carried out under the responsibility
of the Quality Director of the entity that marketed the product.

Quality management system

System documentation
According to the requirements of international standards, both the implementation and
the operation of a quality management system require the existence of specific documents.
The quality management strategic coordination document of Poarta Raiului guesthouse is
the Quality Manual. This document contains: the quality policy and objectives, the
responsibilities and processes in the organization necessary to satisfy the customer's
requirements, the description of the interaction between the processes of the quality
management system.

Procedures
- The procedure for maintaining under control a verification and control plan

33
This procedure aims to ensure the responsibility for the development, implementation,
maintenance and control of the verification and control plans in the company.

3.3 The purpose and objectives of the research

The purpose of the research. The research carried out allows for the development of
food risk communication strategies within the Poarta Raiului Pension and represents the
starting point in diversifying and adapting the tourist offer to increase the attractiveness of the
location.
The main objective of this work is to estimate the level of communication regarding the food
risk regarding the provision of tourist services within the Poarta Raiului Pension and the
elaboration of the strategy for increasing the quality of tourist services for the studied unit. To
achieve this objective, the following directions were established:
• Identifying the degree of customer satisfaction regarding the pension's actions in order to
communicate about the food risk of the Poarta Raiului Pension, as well as the degree of
satisfaction with the quality of the tourist services offered;
• Studying the behavior of tourists and their expectations regarding food risk communication,
as well as identifying perceptions of the quality of the services they benefited from during
their vacation.
In carrying out the research, the following stages were completed:
• Identifying the quality level of the tourist services offered by the Poarta Raiului Guesthouse
and the communication regarding the food risk;
• Relief of the way in which the positive and negative aspects of the chosen location are
perceived by tourists;
• Highlighting the main problems faced by the Poarta Raiului Guesthouse regarding the
quality of the services offered;
• Development of a strategy to increase the quality of communication regarding food risk.

3.4 Research hypotheses

Hypothesis 1: Customer expectations are equal or higher than customer perceptions regarding
product quality and food risk communication.
34
Hypothesis 2: The quality of the food services offered by the Poarta Raiului Guest House
corresponds to the expectations of the customers
Hypothesis 3: Poarta Raiului Pension has implemented a safe and effective quality
management system regarding food risk communication

3.5 Methodology

The research was carried out between February 1 and March 31, 2022, targeting the
Poarta Raiului Guesthouse. The questionnaires were applied to a group of 44 tourists, staying
in this unit.
Conducting the research in the field involved moving around the hotel and applying the
questionnaires to the tourists staying.
The communication regarding the food risk in the tourist reception structures involves
the quality of the reception equipment as well as the quality of the linen, the furniture, that of
the installations and last but not least the staff.
In order to know the skills, preferences and opinions of tourists regarding the services offered
by the tourist unit Pensiunea Poarta Raiului, please be kind enough to answer the following
questions related to accommodation, staff and restaurant. Your answers are of utmost
importance for the realization of the "case study on the quality of tourist services offered, in
the opinion of tourists", but also for the highlighting of some essential aspects in the
development of development strategies on the economic and tourist market.
The questionnaire is anonymous and respects the strict confidentiality of the
information.
1. In which county/country do you live?

…………………….. / ……………………….

2. How many times have you been to Alba county?

 it is the first time
 2-3 times
 4 times or more
 I am from Alba county

35
3. How did you find out about our unit?
 through travel agencies
 from booking sites
 from relatives, friends, acquaintances
 other sources (please mention them …………………………………………)

4. How many days did you intend to stay in this tourist unit?

……………………………………………………………………………………

5. What is the purpose of the stay?

 Rest, recreation, relaxation
 Business trip
 Visits to relatives and friends
 Other reasons (specify) ………………………………………..

5. How important is for you when choosing a tourist unit, the quality and conformity of the
food offered during the stay? (please X the box corresponding to your opinion)
Very unimportant Unimportant Neither important nor unimportant Important Very important

6. How do you rate the cleanliness in the food premises?

Very clean
Unacceptable
Scale - 5 4 3 2 1
7. On a scale from 1 to 5 (where 1 means very unsatisfied and 5 very good), please rate the
following aspects regarding the hostel restaurant, ticking the corresponding box with an X:
(FN – very dissatisfied, N – dissatisfied, I – indifferent, B – good, FB – very good)

1 Taking over the client

2 Salon appearance
3 Kindness

36
4 Promptness
a. Tablecloth
b. Mass stability
c. Plates
d. Glasses
e. Cutlery
5 Assortment range of preparations
6 Table setting and accessories
7 The quality of the preparations

8. What would you change or improve about the services we offer you?

……………………………………………………………………………………

9. Do you plan to come back to us?

 Yes
 No
 I don't know

10. Would you recommend our establishment to friends, relatives or acquaintances?

 Yes
 No
 I don't know

11. Your Gender:

 Male
 Woman

12. Your age:

 Up to 25 years

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 Between 26-35 years
 Between 36-45 years
 Between 46-55 years
 Between 56-65 years
 Over 65 years

13. Marital status:

 Married
 Unmarried
 Divorced
 Widow

Thank you for taking the time to complete this set of questions and for your cooperation, and
our staff is at your disposal for any questions!

3.6 Results

It is observed that most tourists come from Bucharest and Brașov county, followed by
Sibiu and Cluj counties, and at the other end are tourists from counties such as Dolj, Vâlcea or
Mureș.
Most of the tourists are in Alba county for the first time, and the fewest (4 people) live
in the county.
A percentage of approximately 58.26% (that is, 67 people) found out with the help of
booking sites, followed by a percentage of 25.21%, that is, a number of 29 people, through
travel agencies. The fewest found out about the tourist unit from other sources (11 people,
9.56%). Most tourists want a maximum stay of 3 days (42 people) or 3 days (37 people), and
the fewest, only 1 day (5 people).
Half of the tourists interviewed, a percentage of 51.30% (59 people) travel for
professional purposes (business tourism), the next percentage, 29.56% (34 people) practicing

38
leisure, recreation tourism. The fewest stopped with the purpose of other sources (14 people)
or visits to relatives and friends (8 people).
The reception of tourists was satisfactory from the point of view of 41 interviewed
people, indifferent from the perspective of 33 people, and those who answered that their
reception was unsatisfactory were 7 people.
The majority of tourists think that it is of particular importance in choosing the tourist
unit according to the services offered, more precisely 42 people say that it is very important,
and 38 others think that it is important.
On the "Kindness" aspect, 40% (46 people) gave a rating of +2 to the facility staff and
1.73% (2 people) gave a rating of -2. In the "Professionalism" category, 49.56% (57 people)
gave a rating of +1, and 3.47% (4 people) gave a rating of -2.
The opinion of the tourists about the arrangement of the accommodation spaces is
highlighted, and the results of the first statement "Room with a special comfort" say that 49
people agree, 44 are indifferent. The last 2 categories, disagreement and total disagreement,
were not tourists who opted for these options. For the second statement, namely "Room with a
family atmosphere", 44 tourists answered that they were indifferent, and 17 people ticked
"disagree". With the third statement, "Tastefully furnished room", most tourists, 52 people,
agreed, but there were also those who answered with "disagree", exactly 3 people. For the last
statement "Appropriately furnished room", the majority agreed, 48 people, and at the opposite
pole, there are 4 people who answered with "total disagreement".
More than 50% of the tourists interviewed, more precisely 53.04%, say that the tourist
unit is clean (61 people), and on the other side of the graph there are 12 people, who said that
they are indifferent to this characteristic.
The quality of the restaurant's menu is between "good" and "indifferent", the most
appreciated statements being "the quality of the dishes", "taking care of the customer" or
"kindness". 6 of the 115 tourists taking part in this survey were very dissatisfied with "taking
over the customer" (4 people) and with "arranging the table and accessories" 2 people. In this
question, with number 11, one of the options is promptness, which in turn is divided into other
subcategories, where the dumbest answered "good" and "indifferent" and the "tablecloth"
subcategories , "stability" or "dishes". 11 of the tourists were dissatisfied with the subcategory
"cutlery".

39
 The categories "cleanliness" and "access to the pool / sauna" were the most appreciated,
with 25 people each, and the least appreciated category was "bright rooms", with only 5
people.
The intention to return to the Poarta Raiului Guesthouse is exemplified. 44.34% (51
people) gave a positive answer and 33.91% (39 people) gave a negative answer. The
remaining 25 people (21.73%) are undecided, choosing the "don't know" option.
It is observed that 59.13% i.e. 68 persons are male, and 40.87% or 47 persons are
female. The majority of tourists are between 36-45 years old, and the fewest tourists are over
65 years old, namely 5 people.
Most tourists are married, i.e. 49 people, and at the other pole, there are the widowed,
i.e. 13 people.

Conclusions

The implementation of quality systems by companies is particularly important for the

development of the company. For a company that wants to outsource its business, it is
imperative to acquire quality standards for its products, first of all to be accepted in new
markets, then to succeed in win a customer segment. The fierce competition within the
globalized markets makes it necessary for a company that wants to be able to stay on the
market to have these quality certification systems implemented.
Storage and preservation of goods, good management of the existing stock of goods and
adequate preparation for the purpose of sale are carried out in specially arranged spaces,
namely, in warehouses. The variations of these physical, chemical or biochemical factors
produce major qualitative changes of some products and for this reason imply maintaining
them at the level prescribed by the standards, for each type of product. As a result of the
depreciation of the products during storage, in order to carry out the merceological expertise

40
of the resulting stains, it is necessary to know, in detail, all the characteristics of the stored
products and the implications of these factors on the quality and integrity of the products. The
storage spaces must satisfy certain microclimate conditions for the proper preservation of the
goods. The microclimate is strongly influenced by the purity of the air, the concentration of
dust particles, toxic gases, temperature, humidity or the presence of microorganisms that can
influence the properties of the goods in different proportions.
In general, a communication campaign and/or advertising in the field of adequate
nutrition, food safety and dietary behavior change is audience-centered and begins with
observing behaviors members of the audience, with the identification of the causes that lead to
these behaviors and continues with the development of a strategy that aims to communicate
perceived benefits and reduce the incidence of less healthy behaviors. Behavior change is a
long-term process that involves setting realistic goals for communication regarding adequate
nutrition, food safety and behavior change food. At the beginning of such a communication
or/and advertising campaign, the segmentation of the potential audience takes place according
to the "necessary stages for change" - at one extreme placing those whose behavior will
change the fastest, while at the opposite extreme will be those who they will be the most
resistant to change, the ones who ignore that there is a problem of health.

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