Food Service Management: Performance Review Techniques and Management Alternatives

This report discusses different management practices and performance review techniques for food service management. It also recommends management alternatives to enhance performances with an implementation plan. The report identifies the issues faced by Costa Coffee and provides an implementation plan to resolve them. It also suggests appropriate management practices solutions to address shortcomings.

Food Service
Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
Part 2 ...............................................................................................................................................3
Assess management practices with the help of performance review techniques........................3
Recommend and produce management substitutes to enhance the performances with the help
of implementation plan...............................................................................................................4
Device appropriate management practices solutions to address shortcomings...........................5
Justify the recommendations to resolve the organisational challenges.......................................5
CONCLUSION ...............................................................................................................................6
REFERNCES:..................................................................................................................................7
Books and Journals:....................................................................................................................7
Online:.........................................................................................................................................7

INTRODUCTION
Food service management can be referred as a centre of activity in any food service
setting. Food service facilities include coffee shops, diners or family restaurants. Managing daily
operations in the food service needs a knowledge of the basic of restaurant management to make
sure that business is profitable and safe. The Costa Coffee is known as a second largest coffee-
house chain in London (Jung and Kang, 2020). The brand offers hot drinks, cold drinks, sweet
snacks, reusable cups, cakes and pastries. The following report includes different management
practices and different performance review techniques. It also includes management alternatives
that enhance performances, with an implementation plan.
Part 2
Assess management practices with the help of performance review techniques.
It is a very important step for the Costa Coffee to maintain their position and survive in
the market is to analyse the business performance for achieving long-term success. In context of
Costa Coffee, the performance can be measured by following techniques: Key Performance Indicator (KPI): KPI is a very well-known and systematic measuring
tool in food service industry to examine the business operations. Use of KPI tool is
consistent in the Costa Coffee that allows comparability for enhancement in the business
operations. In Costa Coffee, the sustainability criteria were added in the principles of
brand by measuring performance by KPI (Liu, He and Max Shen, 2021). Customer satisfaction feedback: This tool delivers a different impression on the business
operations because when customers is satisfied with the products and services, in return it
fulfil the business objectives. Evaluation of customer's feedback, reviews and queries
pushes Costa Coffee to deliver better and improved services. They can trained staff,
employees accordingly.
Areas to monitor in the Costa Coffee:
Continuously monitoring the areas of organisation helps to identify the areas that needs
improvement and solve problems in the business operations. In context of Costa Coffee, the
following are some areas to be monitored by using above performance measuring tools: Organisational monitoring: It involves the process of monitoring sustainability,
development, stakeholders and collaborations of the food service organisation. In context

of Costa Coffee, they monitor their ambience of its stores, sustainability in the company,
involvement of stakeholders in order to understand the overall performance of the brand
and if there is any drawback, changes are made accordingly. Result monitoring: Result monitoring can be understood as the evaluation of the final
outcomes. In Costa Coffee's context, they will gather all the relevant data which
represents the functioning of business and how their customers and employees will
affected to identify that the business is on right path or not.
 Kitchen area: In food service industry, the area of kitchen is the most essential section to
be monitored and reviewed so that this area could be maintained as per the legal norms.
In context of Costa Coffee, the kitchen area is monitored for the purpose of cleanliness
and hygiene (Malavi, Abong and Muzhingi, 2021).
Recommend and produce management substitutes to enhance the performances with the help of
implementation plan.
Costa Coffee is one of the leading brand in UK which highly known for its innovative
approach, trusted suppliers, wide range of services and high attractive digitalize menu (Messner,
Richards and Johnson, 2020). But company facing some issues related with customers as the
health conscious customers are increasing day by day and moving away from sugary beverages.
Due to such rising issues, the company faces huge losses in India and Coca Cola took over Costa
Coffee chain in India which is a biggest acquisition in history. The respective brand has
drastically decreased their number of outlets from 100 to 46 to cut its losses (Why Costa may not
be the right brew for Coke India, 2018). Therefore, to improve the performance of Costa Coffee
again and resolve the problems roadmap must be redesigned with the following steps: Identify the issue: The first stage is to analyse the issue which is faced by company. The
issue of the Costa Coffee is increased number of customers who are health conscious and
take less sugar intake in their beverages. Identify the root cause: The root cause is found so that the raise issue can be resolved
from roots. The root cause of issue is raised due to the unavailability of dietary substitutes
in India and also in other countries as well. Brainstorming the problems: This is the third step in which issues are evaluated and
research has been conduction to find the right solution. In context of Costa Coffee, they

should produce other beverages which has less sugar or should use sugar substitutes in
the food and services. Execute and check the plan: The solution is executed and checked for its successful
working in the business operations of the Costa Coffee.
Implementation plan:
With the help of 7C's of implementation model, the new implementation plan for the
Costa Coffee is mentioned: Clarity: Costa Coffee require to be clear with its information to suppliers, customers,
producers and other stakeholders. It is vital to accomplish goals of the firm. Communication: Communication must be done between employees regarding creativity
and innovation. Change management: Management strategies should be changes as per the market
demands and to resolve any issues (Reddy, and Aradhya, 2020). Criteria: Criteria to implement the improvement plan must be set before evaluation the
effectiveness. Check list effective: Elements are evaluated to analyse the effectiveness. Call on help: Calling facilities or online reviews should be facilitated to the customers so
that their queries could be resolved.
 Choice the provider: Suppliers are listed to evaluate and pass the credibility for on-time
delivery of services.
Device appropriate management practices solutions to address shortcomings.
It has been analysed that Costa Coffee is lacking with it marketing strategies of products
and services so their customer's loyalty and satisfaction are fluctuated towards the brand. It is
recommended that firm should measure the performance on regular basis with suitable
measuring tools such as KPI or customers feedback (Russell and Taylor, 2019). Costa Coffee's
success is hindered with decreasing consumers and to retain them, they should take regular
feedback from customers regarding their facilities, services.
Justify the recommendations to resolve the organisational challenges.
As the performance of Costa Coffee in India was not great, so Coca Cola India acquired
the brand. Now a days, consumers are more health conscious and take lesser food which
processed with high sugar, due to which the sales of Costa Coffee decreased and faced huge

losses. In order to implement a plan, the roadmap has been crafted which help to find the issues
so that effective plan can be implemented (Saberi and Et.al., 2019).
CONCLUSION
From this report, it has been concluded that there are different techniques can be used to
measure performance such KPI or customer feedback which is useful to analyse the business
performance. Implementation plan is crafted and recommended which helps to achieve business
targets and to deliver healthy food.

REFERNCES:
Books and Journals:
Jung, D. and Kang, H., 2020. Development and Application of Hygiene Safety Quotient (HSQ)
and Nutrition Quotient (NQ) Management Web & App Program for Efficient
Foodservice Management of Children's Foodservice Facilities. Journal of the Korean
Dietetic Association, 26(3), pp.221-233.
Liu, S., He, L. and Max Shen, Z. J., 2021. On-time last-mile delivery: Order assignment with
travel-time predictors. Management Science, 67(7), pp.4095-4119.
Malavi, D. N., Abong, G. O. and Muzhingi, T., 2021. Effect of food safety training on behavior
change of food handlers: A case of orange-fleshed sweetpotato purée processing in
Kenya. Food control, 119, p.107500.
Messner, R., Richards, C. and Johnson, H., 2020. The “Prevention Paradox”: food waste
prevention and the quandary of systemic surplus production. Agriculture and Human
Values, pp.1-13.
Reddy, C. S. and Aradhya, G. B., 2020. Driving Forces for the Success of Food Ordering and
Delivery Apps: A Descriptive Study. International Journal of Engineering and
Management Research, 10.
Russell, R. S. and Taylor, B. W., 2019. Operations and supply chain management. John Wiley &
Sons.
Saberi, S. and Et.al., 2019. Blockchain technology and its relationships to sustainable supply
chain management. International Journal of Production Research, 57(7), pp.2117-2135.
Online:
Why Costa may not be the right brew for Coke India, 2018. [Online] Available Through: <
https://www.rediff.com/business/report/why-costa-may-not-be-the-right-brew-for-coke-
india/20180920.htm>