Sensitivity: Internal

QR Catering Services - Operations Report

CATERING PERFORMANCE REVIEW - FOLLOWUP REPORT

Servair - ABJ
Performance review DATE 14-15 Aug-2023 REFERENCE CSO-08-2023
PRESENT: -
Fabien Michaud HAIDARA Habdoulaye Damien MOONSAMY Patrick Sea
Director Operations – ABJ Account Manage – ABJ Production Manager – QA/Hygiene Manager - ABJ
ABJ
Jacklyne O Mukungu AYEMEROU Khouma KOFFI Thomas
CTG Performance Specialist Invoicing Finance - ABJ Finance Control
COPY: -
Shashank Bhardwaj Rizvi Fazrul Kalpa Wijesundara Gehad Ahmed
VP Catering services Manager CTG Compliance Specialist Inventory Logistic Officer
Performance
Sudhir Jagannath Chande Mawa Coulibaly Suprakash Tripathy Decha Mingkwan
Manager Compliance ASM – ABJ Culinary Development Manager – F&B
manager

Executive Summary:

Servair Abidjan (ABJ) is deemed the lowest performing catering unit within QR Africa region. QR has been working
to improve the performance of the ABJ unit:

Catering performance audit was conducted on the 16th -17th August 2023 with below objectives: -
 To review 2021-2023 catering performance of the station with Servair ABJ team (Jun 2021 – Aug 2023)
 To access catering unit processes – Receiving, food preparation, food assembly and packing, SPML
preparation and handling processes, equipment storage and handling process, equipment packing, hygiene and
food safety procedures, catering dispatch.
 To identify root cause of on-going catering issues reported over a period of two years and discuss with the team
the way forward to resolve the problems and fix the issues
 To identify and discuss areas of improvement, corrective and preventive action plans.

ABJ Performance review and VR analysis – 16Jun21 – Aug 23

 Total VR count – 76
 Total meals produced 188,827 JC 123,30 & YC 176,497
 VR’s/10000 – 3.84/10,000
 Trend – inconsistent must not exceed 2.00 VRs / 10,000
 Sub-Category – Premium Food - 40%, Economy Food – 26%, Catering Handover 27%, Not Loaded 7%

QR Catering services – Caterer startup report Page 1 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

Performance 2VRs/10,000 meals produced

25

21.74
20

15

12.1162.0
7
10
7.69
5.88 6 5.97
5 4.76
4.23 4.35
3.3 2.99
2.17 2.041.96
1.52 1.27 1.15 1.54 0.91
0 0 0 0 0 0 0 0

VRs Category – Complaint vs Appreciation Overall VR Ranking – Jan – Aug 2023

VR Ranking Report
From Date: 01-Jan-2023 To Date: 28-Aug-2023

VR Meals
Station Caterer Name Rank Ratio
Count Count
1 0 10.9 0
2 0 7.4 0
3 0 4.39 0
4 0 2.23 0
5 0 1.27 0
ABJ Servair 60 8 5.91 1.35
61 21 14.41 1.46
62 120 78.21 1.53
63 4 2.09 1.91
64 4 1.59 2.52
ABJ is rank 60 out of 64 – bottom 5 across QR network – improvement required

QR Catering services – Caterer startup report Page 2 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

ABJ Performance review and VR analysis – 01Sept24 – 31Jan24

 Total VR count – 5
 Total meals produced 37,547 JC
 VR’s/10000 – 1.33/10,000
Performance 2VRs/10,000 meals produced

VR No Flt No Sector Region Caterer Submitted Date Crew Comments

8798512 QR1424 ACC-DOH AFR ABJ - SER-ABJ 06-nov-23 -Crew were given smart goals to interact more with passengers
8865153 QR1424 ACC-DOH AFR ABJ - SER-ABJ 27-nov-23 Ms. Dib did not like the mushroom and parmesan mezzaluna as the mezzaluna was too thick.
-Mr. Narayan barely touched the preordered AVML served to him. Feedback I received from him
indicated that the food did not taste as good as he had always experienced onboard our flights.
He informed me that "the standard of the food is not good compared to what I have had on my
8881046 QR1424 ACC-DOH AFR ABJ - SER-ABJ 02-Dec-2023
previous flights". He was entreated to try the Vegetarian option from the menu which was the
Mushroom and Parmesan mezzaluna with basil veloute (pasta). He barely touched that too, and
said it was not good either.
- Mrs. Hayek requested salmon for dinner however after first bite she informed me that salmon
8937831 QR1424 ACC-DOH AFR ABJ - SER-ABJ 19-Dec-2023
was really bad and tastes really fishy and she can¿t eat it.
-Ms.Opare Elaina Yaa seated at 1F requested for SPML (GFML). -The same SPML was
mentioned on both the PIL and the IPAD but it was not catered. -Catering is in ABJ and not in
9038443 QR1424 ACC-DOH AFR ABJ - SER-ABJ 18-janv-24
ACC. -From the catering hand over i received from CSD who operated ABJ-ACC flight he
mentioned only VLML was catered as a SPML in the premium cabin.

QR Catering services – Caterer startup report Page 3 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

Catering Unit Audit:

FOOD RECEIVING - CCPI:

Findings Action Plan Follow Up By the caterer
No segregated halal bin in the QA manager advised to introduce Halal bins can be installed in the
receiving area. a separate bin for halal products at reception area. However, our waste
the receiving area. management service provider will not
sort the waste on collection. All the
waste collected is reduced together,
whether halal or not.
The benefit is therefore minimal.
Receiving door (plastic curtain) Regular cleaning is required to
was seemingly not clean and maintain proper hygiene.
looked worn out
 Replacement of all plastic
curtains and instructions to
the service provider to scrub
2x/day

There was no specified usage of Crates should be assigned specific

crates in the unit task based on the colors

 A similar process has been put

in place for bread management
and is currently being
developed to differentiate
boxes by category when new
coloured boxes will be
received.

QR Catering services – Caterer startup report Page 4 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

FOOD STORAGE – CCP2:

Findings Action Plan Follow Up By the caterer
There is no proper control system to Caterer was advised to follow bin Monitoring of a monthly table of
ensure food is consumed within its card system to facilitate effective BBDs + daily color code checks
shelf –life stock rotation.

ingredients were food without date Caterer advised to implement

code in the kitchen effective FIFO system.

Product shelve life should be

properly checked. Most of the
products dates were handwritten,
while others were faded

Color code chart was clearly Team advised to ensure proper use of
visible in the unit day code sticker – some meals were
found with two color codes.

 daily color code checks

There was no temperature being QA was advised to take and We recorded temperature in the food
recorded in the food assembly area maintain Proper temperature assembly area 2 times in the day.
records to avoid possible food
poison

Water tap across the kitchen was Recommend to have regular check and ROBINET FROID ??
cold review maintenance schedule

QR Catering services – Caterer startup report Page 5 of 7

Sensitivity: Internal
FOOD PRODUCTION – CCP3/CCP4:
Findings
Kitchen equipment’s were
overlapped after wash, No space for
air circulation.
Sinks, cooking/Baking machine,
trolleys used for transporting food,
crates used for clean vegetables, tin
cutlers, basket used to store breads,
kitchen floors, drainages, Containers
used to stock kitchen spices, were
observed to be very
dirty
There were no halal stickers on
transportation trolleys, cooking
equipment’s,
There were no halal marks on
equipment’s across production
QR Catering services – Caterer startup report
QR Catering Services - Operations Report
Action Plan Follow Up By the caterer
Avoid overlapping to allow proper
air circulation
 A great deal of work has been
done to improve the services
provided by the cleaning
company, and this is monitored
on a daily basis by the quality
team.
Food standard cleaning procedure
should be enhanced across the kitchen
 An extensive cleaning schedule
has been set up in all areas of the
unit.
Caterer advised to ensure halal
segregation procedure
 A trolley is dedicated to QR
equipment in the assembly
area and transport trolleys will
be identified as Halal as soon
as they are received (see
projects).
Page 6 of 7
Sensitivity: Internal
QR Catering Services - Operations Report

HYGIENE:
Findings Action Plan Follow Up By the caterer

Poor lighting system in the unit Lighting system should be

making it difficult to identify dirt improved for proper
on the chinaware/glassware visibility in the unit.

 Improved lighting in all

production and storage
areas (spotlights,
additional neon lights,
etc.)
BEFORE AFTER

There are not enough pallets in the QA to review the issue

unit – food crates being used with Servair ABJ
instead across food production management to ensure
area. availability of
Most crates were placed directly sufficient pallets
on the floor
 All the boxes have
been raised so that
none are placed
directly on the
floor.

Dirty plates with remain of food Dirty plates were re-placed

particulars and water marks were immediately. Final checks
found packed for the flight need to be in place.
Installation of proper
lighting system to magnify
Equipment in the cold kitchen visibility.
being used for kitting were full of
water, staff were using paper  dry equipment is stored
serviette to dry up with posses’ on a dedicated trolley for
risk of FOB as paper was soaking spare, and the dishes are
checked by the dedicated
QR team before serving
(a new washing machine
is currently being
purchased).

QR Catering services – Caterer startup report Page 7 of 7

Sensitivity: Internal
water and breaking leaving tissue
pieces on the plates
Most Air-conditions across
production were licking, the floor
was always wet
QR Catering Services - Operations Report
Team were informed
 The air conditioners have been
cleaned, a maintenance plan has been
put in place and monitored, and the
cleaning team has been reinforced.
Sensitivity: Internal
QR Catering Services - Operations Report

Operation Audit – Flight Handling:

Catering Issues: Action taken Follow up by the caterer

Food transport trolleys don’t have Caterer to use specific
labels to indicate the halal sign transportation trolleys for
halal
Meal

 Purchase of new goods

transport trolleys with a
halal trolley planned then
identification and display
as shown below

Segregated Halal cold room Good job –

Caterer advised to enhance
hygiene, proper arrangement
and regular check to
compliance with
food standards
Production schedule not being Flight dispatch time
followed – equipment trolleys being should be followed.
pushed to the loading bay with Caterer to have the
incomplete production production plan and
complete
everything before the
security personnel arrive
for sealing.

 The MPS (Master

Planning Schedule)
has been updated and
a QR team is
dedicated to
assembly
 A dispatch board for
transport agents and
lorries has been set
up

Dirty plates with food remain, broken All plates were checked and
glass, plate and glasses had visible water replaced. Flight was
(not properly dried at all) were found dispatched with presentable
packed for the flight at the equipment as per QR
dispatch area. standards.
STD uplift – garnish was packed in Container was
wrong container changed, Garnish
Container used for the garnish was was replaced Team
very dirty, was briefed.
Garnish was of very poor quality
Sensitivity: Internal
QR Catering Services - Operations Report

There was no use of golden sample Team was advised to

during food platting ensure availability of
golden sample

 A golden sample is
systematically using
and the kitchen team
is dedicated to Qatar
with a distinctly
coloured hair net
(red).

Menu specification in production Team advised to have

area were all printed in black and colored copies
white making it difficult for the team
to identify the menu contents
 All the Menus specs
have been printed in
colour and the tablet
computers
reprogrammed.

Paper cups and plastic glasses were not Account manager advices to
exchanged as per standard follow galley plans and
offload the containers,
pack/replenish for the
return flight

Security search and sealing process was Good Job

done as per QR standard by a Team was advised to
third part security maintain records

QR Catering services – Caterer startup report Page 5 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

Crew security seal record was used and

completely correctly
There is no Half trolley in ABJ, bulk
china location 1F1L01F was packed in
full trolley instead of Half trolley
Equipment were transferred into a
half cart onboard
Account manager advised to be on-
top of equipment inventory to
ensure availability of all
Equipment

 Checking and reporting monthly

inventory dates
Loading Matrix was matching Good Job
Qosmos loading matrix Team was advised to keep track of
communication affecting loading
matrix and ensure to
update their systems accordingly
Trucks positioning and marshaling
was as per standard
Team was observed to be using
chocks
Flight offloading, loading and crew
handover was well done
all necessary documents were
signed off by crew

QR Catering services – Caterer startup report Page 11 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

Operation Audit – Chefs Table Audit:

Vegetarian appetizer – not as per QR Food Taste
standard
Tomato was found to be 96g
instead of 50g – overweight by
46g
Beef was 86g instead of 100g –
underweight by 14g

Basmati rice was 97g instead of

120g underweight by 23g

Salmon was 90g instead of 100g

underweight by 10g
Gnocchi in pesto cream sauce
was 54g instead of 80g
underweight by 26g
Chicken breast was 68g instead of
120g

Beef was 90g instead of 100g

QR Catering services – Caterer startup report Page 12 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

AND WE ALSO DID

HYGIENE A dosotron disinfectant

dispenser has been added to
the existing ones at make &
pack

HYGIENE Une opération de travaux a été menée en janvier 2024 : peinture des cloisons, de
changement de gonds et de poignée de portes et chambres froide, pose de peinture anti
rouille, réparation d’équipements

BEFORE AFTER

HYGIENE

QR Catering services – Caterer startup report Page 13 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

HYGIENE

HYGIENE

HYGIENE

QR Catering services – Caterer startup report Page 14 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

HYGIENE

HYGIENE

HYGIENE

QR Catering services – Caterer startup report Page 15 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

HYGIENE

HYGIENE A new hand washer has

been installed in the fresh
produce disinfection area

FOOD STORAGE Introduction of a new system

for managing bread stocks in
smaller plastic crates, with
ribbons for the 3 deliveries of
the day (iso 2 before).

QR Catering services – Caterer startup report Page 16 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

FOOD STORAGE Improved control of fresh

produce orders with shorter
lead times to ensure the
freshness of the fruit and
vegetables concerned

QUALITY Installation of a Qatar sealer

at M&P

QR Catering services – Caterer startup report Page 17 of 7

Sensitivity: Internal
QR Catering Services - Operations Report

HUMAN RESSOURCES  2 additional QA team

AT THE FIRST SEMESTER OF members
2024
 Hiring of a fluent
English-speaking QR
customer coordinator

 Reorganization of the
culinary department
including a change in
the organizational
chart.

WORK IN PROGRESS  Study of work to modify and expand the Final Holding and Make & Pack storage
areas
WORK IN PROGRESS  Ordering plastic crates in different colours to differentiate between product families
and between hala and non-halal products.
INVESTMENT  Launch of the washing machine order adapted to our requirements

QR Catering services – Caterer startup report Page 18 of 7