Food Service Management Report: Supply Chain and Ethical Practices

This report provides a comprehensive analysis of food service management, using The Ledbury restaurant as a case study. It begins with an overview of different food supply chain approaches, including short food supply chains and food systems approaches, and identifies key stakeholders such as consumers, government, and competitors. The report then delves into the principles of effective procurement, emphasizing health and nutrition, a valued workforce, and environmental sustainability. Various analytical tools are explored, including the Balance Scorecard, Customer Relationship Management (CRM), and benchmarking, with a recommendation to utilize CRM for improved customer service and retention. Different management practices that support business operations are also discussed, such as quality management, supply chain management, and inventory management. Finally, the report examines ethical practices in food service organizations, including workplace safety, responsible supplier selection, good manufacturing practices, product marketing, and compliance with regulations. The report provides valuable insights into the complexities of managing a successful food service business, emphasizing the importance of ethical practices, efficient supply chains, and effective management tools.

Food Service Management

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
Various approaches of food supply chain and key stakeholders.................................................3
Principles of effective procurement and how they improve organization effectiveness. ...........4
Use of various analytical tools to support strategies of management..........................................5
Different practices of management that assist business operations. ...........................................6
Various ethical practices in food service organisation. ..............................................................7
PART B............................................................................................................................................9
Determine management practices using performance review techniques...................................9
Management solutions to improve the performance..................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Hospitality industry involves various fields such as food and drink service, lodging, event
planning, travelling etc. Food service management refers to the utilization of various types of
practices that are used by FBO for ensuring the safety of various types of food items. It can also
be described as the method that helps organization to control the hazards related with food in
order to ensure that food is safe for consumers to eat (McEachern, 2017). The Report is based on
The Ledbury. It is a restaurant that was founded in year 2005 by Brett Graham. It is located in
London, England. The organisation is one of top ten restaurant in year 2014 in the list of World's
50 Best Restaurants. The Report will outline different methods of food supply chain, principles
of the process of procurement. Further, it will explain use of analytical tools to support strategies
of management, various management practices that support business operations. Moreover, the
Report will describe ethical practices that are used in organisation and its impact on success of
business. At last, the Report will outline improvement plan for a specific organisation challenge.
MAIN BODY
PART A
Various approaches of food supply chain and key stakeholders.
Overview of different food service context - There are various styles for food service. These
are described below-
Banquet French Service :
Under this type of style, food is cooked in kitchen then, servers place the plates to the
table of guests. Here, guests are served from left. Such as sauce on dessert etc.
Russian Service :
Under this, the food is cooked on side of the table. Servers place the food on platters then
pass the plates at table side. Food is served from left.
Cart French Service :
Under this, food is cooked on table side. Hot food items are cooked on hot plate and cold
food items are assembled on small table. Food is served from right (Parmenter, 2015).
Approaches of food supply chain -
Food supply chain refers to the process that explain the way in which food items come
from a farm and are placed on our tables. It includes various stages such as production,
distribution, processing and consumption etc (Ross, 2017). There are various methods of food

supply chain that are used in food service industry. One of the major approach that can be used
by The Ledbury is short food supply chain method. It is considered as most suitable method for
supplying organic food items and local products to consumers. There is a close relationship
between consumers and producers that help to promote transparency in communication. Another
major approach that The Ledbury may use is food systems approach. It is a framework that aims
to provide sustainable ways for supplying healthy food items. It focuses on non-linear procedure
in food system.
Key stakeholders -
Stakeholder refers to individual, organisation or group who is affected by actions of
another. Food supply chain involves various stakeholders. One of the major stakeholder of
supply chain is consumers. They play an important role in promoting accountability and
transparency. Government also influence food supply chain by developing various regulations.
Another main stakeholder is competitors. They are firms that compete with others for attracting
large number of consumers (Sebastian, Siew and Orimaye, 2017).
Principles of effective procurement and how they improve organization effectiveness.
Procurement can be described as the process used by food service organisation to ensure
that consumer receives products or service at right price by comparing various aspects like
quality, quantity, time etc. There are various principles that should be followed by The Ledbury
regarding effective procurement are as follows-
Health and nutrition :
Food service organization should promote well being and health of consumers. The
Ledbury should include healthier options that will also help to tackle childhood obesity and other
health related concerns. Business should make efforts for making the meals more healthier.
Valued workforce :
Food service firm should provide healthy and safe working conditions and fair wages to
the workers during all the stages of food supply chain. Further, employer must provide
opportunities for full-time employment to workforce.
Environment sustainability :
The Ledbury should source food items from those producers who minimise the use of
fertilizers and avoid antibiotics. Organisation should serve less meat items and promote dairy
free options in the menu of restaurant. Moreover, food service organisation should make efforts

for offering more vegan options in the menu. Organisation should track the negative impact on
environment (Sitek, Wikarek and Nielsen, 2017).
All the above principles related with procurement of food items will provide various
benefits to The Ledbury. It will help to reduce the negative impact of hazardous substance on
environment and also on the health of consumers. In this way, it will improve the reputation of
business. Business should include more healthier food options in the menu that will help to
attract more consumers towards the products of restaurant.
Use of various analytical tools to support strategies of management.
Operations management can be defined as the field of management which is related with
developing, monitoring and controlling the process of producing goods. Operations is considered
as one of the major function of the business along with marketing, supply chain, human resource,
finance etc.
Analytical tools – It refers to the tools that helps to perform analysis of something. It includes all
the controls, systems, applications etc. that are used by the management to cope up with
changing markets. These tools will help The Ledbury to secure competitive position and also
assist in improving the performance of business.
Balance scorecard :
It is one of the major analytical tool that helps organisation to manage the implementation
of a strategy. The Ledbury should use balance scorecard for measuring the actual performance of
the business. It requires various things such as choosing data to measure, management of the
restaurant should have ability to perform corrective intervention. Th tool will help The Ledbury
to track the performance of business in respect of selling food items to clients.
Customer relationship management :
It refers to the the approach that helps business to manage the interaction between firm
and its present or potential customer's. It is another important tool that will assist management of
The Ledbury to promote retention of loyal clients and ultimately helps to improve chances of
growth and success of the business. CRM compile information from various sources such as live
chat, website of company, marketing material, email, telephone etc. The Ledbury may
implement various types of customer relationship management in the organisation like strategic
CRM, operational CRM, analytical CRM etc (Sumaedi and Yarmen, 2015).

Benchmarking :
It refers to the process of comparing best practices that are adopted by other organisations
and the process of business and performance metrics to industry. The tool can be used by The
Ledbury for measuring the performance of business with the help of particular indicator such as
productivity per unit, cost per unit etc. With the help of benchmarking, management will be able
to evaluate different areas of the process related with the process of best companies for the aim
of comparison.
Recommendation -
It has been recommended that, The Ledbury should use Customer Relationship
Management (CRM) as it will assist the organisation to provide efficient customer service and
also help the management to identify key customer's of the business. Further, the tool will assist
the manager to retain loyal clients for long time.
Different practices of management that assist business operations.
Management practices can be defined as the methods of working and innovations that
assist management to improve the efficiency of the organization. There are various types of
management practices that should be adopted by the manager of The Ledbury that will support
the operations of business. These are as follows -
Quality management :
It refers to the activity of looking at all the tasks and activities that are essential to
maintaining an adequate level of excellence in the business. It involves determination of policy
related with quality of products, quality assurance, quality improvement and control. This
practice will help management of The Ledbury to offer high quality of food items to consumers
and also assist to exceed the satisfaction of the clients. Business may adopt different practices to
manage the quality of the products such as Total Quality Management (TQM) etc. There are
various dimensions of quality such as durability, features, serviceability, safety etc.
Supply chain management :
It can be defined as management of movement of products or services and it also
involves all the procedures that helps to convert inputs into final output. The Ledbury may use
various types of applications like electronic data interchange, bar coding etc. for supply chain
management. Management of the business should adopt this practice as it will help to speed up
the process of selling food items to consumers.

Inventory management :
It refers to the component of supply chain management that includes the activity of
supervising the inventory of the organisation. One of the important role of inventory
management is to maintain the record of every item in detail regarding every type of new product
or product returned by customer. It will help the management of The Ledbury to control the
excess stock of raw materials and at the same time also help to meet out the demand of
consumers.
Recommendation -
It is recommended that the management of The Ledbury should use the practice of
quality management. The implementation of quality management practices like Total Quality
Management will help management to retain loyal customer's, satisfied employees etc. It will
also assist the business to manage its operations.
Various ethical practices in food service organisation.
Ethics can be described as the study related with moral values of conduct of human
beings and these are principles and rules that defines standard of behaviour. Ethical issues in
food service organisations happen daily and management have to make efforts for addressing
these issues. The code of ethics defines the behaviour of the business to uphold the ethical
standards of the business.
Safety at workplace :
The management of The Ledbury makes efforts for providing the employees such a place
for performing their task which is free from any type of hazards that can cause serious injury to
the employees. Organisation also provide proper training to maintain safety of the workers.
Responsible supplier selection :
The firm purchase raw material from those suppliers who share commitments and ethical
values. The Ledbury expect the suppliers to follow similar ethical standards as followed by the
restaurant. Therefore, organisation uses only pre-approved suppliers. The Ledbury also comply
established rules that assist the commitment of company to develop sustainable supply chain
(Gerrish, 2016).
Good manufacturing practices :

The organisation follows the practices related with the procedure of control that are used
in storage, packaging and processing of food items. Further, management of the restaurant has
developed the policies related with personal hygiene. Moreover, clients of the restaurant have to
follow same standards related with food hygiene and safety.
Marketing of the products :
The organisation is committed to provide accurate and informative packaging of the food
items. The Ledbury expect from employees to remain truthful at the time of advertising or selling
the products to the customer's. Further, in case client have any problem that product is wrongly
labelled or the food item is sold by misrepresentation, in that case customer can contact the Code
of Ethics helpline.
Complying all rules and regulations :
It is necessary for every organisation to follow some type of rules and regulations of the
authorities. The Ledbury follows different regulations of the government such as related with
food safety etc. It prevents the restaurant from the liabilities and penalties that may occur due to
non-compliance of laws and regulations.
Reducing environmental impact :
As, The Ledbury also offers dairy products due to which there is both positive and
negative impact of the business on the environment. Further, management of the restaurant is
committed to mange the negative impact of activities on the environment such as production,
distribution etc.
The impact of ethical practices of The Ledbury on the success of organisation -
Ethical practices will provide various benefits to the organisation. These are as follows -
Improvement in reputation of company -
The code of practice will help to develop positive image of the restaurant in the minds of
customer's. Further, it also assist the management to attract new clients towards the products of
company (Hanks, and Mattila, 2016).
Building customer loyalty -
The use of ethical practices such as maintaining health and safety of customer's will help
The Ledbury to retain existing customer's as well as to attract potential buyers towards the
organisation.
Retaining loyal employees -

Company who is fair in the dealings is capable of attracting new skilled workforce and
also to retain loyal workers for long time period. Management of the organisation should make
efforts for bringing clarity in the minds of employees regarding the opportunities that are
available to them for advancement of their career.
Other than the above, there are various other benefits that the restaurant will gain by
following ethical practices. Such as improvement in the profitability of firm, improvement in
customer satisfaction etc.
PART B
Determine management practices using performance review techniques.
Management practices -
The practices of management can be defined as the innovations and method of working
and that are utilized by the management for improving the efficiency of the business. Currently,
The Ledbury is using the practice of Total Quality management. It is described below :
Total Quality Management :
The term quality can be described as the the parameter that helps to determine the
inferiority or superiority of a particular product or a service. It can also be defined as the attribute
that helps the organisation to differentiate its products from the products of competitors.
Total Quality Management refers to the philosophy of management that focuses on
combining various functions of the organisation like customer service, design, marketing etc.
Management of The Ledbury should make efforts for continuously improving this process with
the help of skills and knowledge of employees. TQM helps The Ledbury in different ways such
as meeting out the requirements of customer's, reduction in the cost of products or services, focus
on improvement plan etc (Giombelli and Triches, 2019).
There are various principles related with TQM such as commitment from management of
the organisation such as planning, supporting, reviewing and communicating. Whereas, other
principles are employee empowerment through training, recognition, excellence teams,
suggestion scheme etc. Continuous improvement through improvement in standards, systematic
measurement and focussing on CONQ. Another major principle of TQM is focus on customer's
by never compromising the quality of the products, maintaining customer driven standards,
improvement in supplier partnership etc. The practice of total quality management focuses on
bringing an improvement in quality of products offered by The Ledbury. It leads to continuous

improvement in work from the point of high level execution planning up to execution of all the
elements of work. It is based on the belief that mistakes can be avoided and defects can be
prevented by the organisation.
Assessment of Total Quality Management with the help of Performance review techniques300
Performance appraisal or review refers to the process that helps firm to evaluate the
performance in terms of productivity and in terms of pre determined objectives. There are
various techniques that will assist management of The Ledbury to assess the management
practice that is Total Quality Management adopted by the organisation.
360 degree feedback :
Under this method feedback is obtained by the management from various people with
which employees of the organisation have work. The feedback from different people will help
The Ledbury to assess the impact of Total Quality Management on the quality of products
(Gerrish, 2016).
Graphic Rating Scale :
Under this type of performance review technique, the traits of every employee will be
rated on a scale for every quality of the worker. This technique is very easy to understand and
also user friendly. One of the disadvantage of this method is that, it is difficult to be use by the
management. By identifying good and best employee it will be easy to determine the workers
that has skills for implementing TQM in the firm.
Work standards approach :
Under this technique, the management of The Ledbury will develop targets for realistic
output. Organisation will have to include these standards into performance appraisal system. But,
this is difficult to compare the ratings of individuals as standards of task may be different from
each other. This will help to assess whether total quality management practice is effective in
achieving the standards set by the management.
Positive of TQM -
One of the thing that is determine with the help of performance review techniques is that,
total quality management helps to reduce wastage of raw materials and also help to reduce
expenses of The Ledbury (Faour-Klingbeil, Kuri and Todd, 2015).
Negative of TQM -

Negative thing noticed in the management practice with the help of performance
appraisal techniques is that there are various issues related with total quality management. One
of the major problem is that for effective implementation of the process management of The
Ledbury is required to adopt various methods for improving the skills of employees.
Management solutions to improve the performance.
The shortcoming that was identified with the help of performance review techniques is
the lack of proper skills and abilities in employees for effective implementation of total quality
management.
Recommendations -
There are various ways to improve the skills of the workers of The Ledbury such as the leader of
organisation may adopt different leadership style, management may provide opportunities of
training and development to the employees etc.
One of the best solution that will help The Ledbury to improve the skills and knowledge
of the workers is by conducting training and development programmes. This will also help to
overcome the shortcomings in management practise.
Implementation plan -
There are various stages involved in the process of implementing the plan for providing
training to the employees. The steps that will be followed by the management are as follows -
Firstly, management will decide who is responsible for providing training ?
The management of The Ledbury will firstly decide that who is responsible for
conducting training programmes for the employees. Manager of the organisation will provide
well developed job description. Supervisor of the firm is responsible for determining the extent
of training required on the basis of competencies of workers (Berman, 2015).
Individual development plan will be developed.
The plan for development of individual employees and after developing the plan it will be
implemented with the help of supervisor. Under this, firstly employees will conduct self-
assessment for identifying abilities, skills, strengths and weaknesses. Different types of tools will
be used for self-assessment.
Methods will be determine for providing training.
There are various methods for providing training to workers. Such as employees will
attend seminars and conferences that will help to enhance learning experience of the workforce.

Tools will be provided to the employees this will assist them to perform their job role in effective
manner. Tools will include decision guidelines, phone list, manuals, procedural guidelines etc.
Further, management of the restaurant will provide opportunity to workers to work in different
area of the business.
Monitoring and controlling: To monitor and control the performance of the employees after
conducting training and development programmes. The management of The Ledbury will use
following tools such as-
Key performance indicators (KPI)-
It refers to the metrics that will help management to determine whether employees are
efficient or not in achieving goals of the company. For Example – number of customer's who
complaint regarding quality of food items etc (Bavec, Bouroullec and Raynaud, 2017).
Feedback from customer's-
Another method that will help management of the organisation to evaluate the
effectiveness of training programmes is through collecting feedback from employees as well as
from customer's. Feedback will be collected from clients regarding the quality and taste of food
items.
CONCLUSION
The above Report has outlined that that there are various methods of food supply chain
such as short food supply chain and food systems approach etc. that helps to provide food items
to consumers. There are various people that are involved in food supply chain like government,
consumers, competitors etc. Every food service organisation should follow principles for
effective food procurement like Health and nutrition, Environment sustainability etc. Further, it
has been concluded that The Ledbury should use CRM to provide services to consumers in
efficient way. Moreover, management of the firm should adopt practice of quality management
to improve quality of the food items. Ethical practices plays a major role in promoting growth
and success of the organisation. The Report has also explained that there are various principles
related with TQM and the management practice has own advantage and disadvantage. The major
issue identified with the help of performance review techniques is the lack of effective skills and
abilities of employees. At last, Report has described implementation plan for implementing
training and development programmes.

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