The catering cycle

Figure 1.1
After Cracknell et al. 2000

OHT 1.1 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Comparison of traditional and
systems approaches

Table 1.1
Source: Records and Glennie (1991)

OHT 1.2 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Three systems in food and beverage
operations

Customer Service Food

process sequence production

Arriving Preparation for Purchasing

service

Leaving Clearing after Clearing

service after service

OHT 1.3 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Operations hierarchy

Table 1.2
OHT 1.4 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Dimensions of the hospitality
industry’s product
1. Intangibility
2. Perishability
3. Simultaneous production and
consumption
4. Ease of duplication
5. Heterogeneity
6. Variability of output
7. Difficulty of comparison
OHT 1.5 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Customer satisfactions
• Physiological needs
• Economic needs
• Social needs
• Psychological needs
• Convenience needs

OHT 1.6 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Customer dissatisfactions
• Controllable by the establishment
e.g. scruffy, unhelpful staff, cramped conditions

• Uncontrollable
e.g. behaviour of other customers, the weather,
transport problems

OHT 1.7 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Reasons for eating out
• Convenience
• Variety
• Labour
• Status
• Culture / tradition
• Impulse
• No choice

OHT 1.8 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Meal experience factors
• Food and drink on offer
• Level of service
• Level of cleanliness and hygiene
• Perceived value for money and price
• Atmosphere of the establishment

OHT 1.9 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 PESTLE factors
• P Political
• E Economic
• S Socio-cultural
• T Technological
• L Legal
• E Ecological

OHT 1.10 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 The five competitive forces

Figure 1.4  
Adapted with the permission of The Free Press, a Division of Simon & Schuster, Inc., from Competitive
Advantage: Creating and Sustaining Superior Performance by Michael E. Porter. Copyright © 1985,
1998 by Michael E. Porter

OHT 1.11 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 European Foundation for Quality
Management Excellence Model

Figure 1.6  
Adapted from EFQM, 1999

OHT 1.12 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Customer service versus
resource productivity

Customer service Resource productivity

Figure 1.7
OHT 1.13 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003
 Integrated Service Quality
Management Model

Figure 1.8
OHT 1.14 Cousins et al: Food and Beverage Management, 2 nd edition © Pearson Education Limited 2003