Management Standards Application: A Case Study of Birmingham College

This report assesses the application of management standards within the kitchen of Birmingham College of Food, covering various aspects crucial for efficient operations and customer satisfaction. It details the standard operating procedures (SOPs) in the kitchen, emphasizing key principles suc...Read More

Applying Management
Standards

Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Template 1...................................................................................................................................3
Kitchen.........................................................................................................................................3
Standard Operating procedure.....................................................................................................3
Template 2...................................................................................................................................5
Trends in food industry of UK.....................................................................................................5
Template 3...................................................................................................................................8
Menu matrix.................................................................................................................................8
Menu............................................................................................................................................9
Template 4...................................................................................................................................9
Template 5.................................................................................................................................10
Transformational leadership style..............................................................................................10
Autocratic leadership style........................................................................................................11
Motivational technique..............................................................................................................11
Template 6.................................................................................................................................12
Template 7.................................................................................................................................12
Template 8.................................................................................................................................13
Template 9.................................................................................................................................14
Template 10...............................................................................................................................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Management standards may be defined as the process of managing company’s policies and
processes in order to achieve its objectives (Cousins, Foskett, Graham and Hollier, 2019). It is very
important for a business to manage its resources in such a manner that it yields higher profit. It
enables manages in taking corrective measures so that company can attain its objectives
effectively and efficiently. Management standards helps in satisfying customer needs and wants
in terms of quality products such as ensuring reliability and safety of products and services. It
also ensures whether company is complying with all rules and regulations or not. This project
report is based on a Kitchen at Birmingham College of Food. It will cover standard operating
procedure of Kitchen along with its effectiveness in relation to principles of customer
experience. In addition to that, it will also cover digital trends which affects consumer’s choices.
At last it will cover various templates regarding food sector along with their applications.
TASK
Template 1
Kitchen
While working in the kitchen, there are many practices takes place in order to serve the
food. The kitchen is meant for preparing food of customer wants and focus on the needful taste,
quality and hygiene. In kitchen, the standard operating process includes various actions which is
necessary for management in the kitchen at Birmingham College of Food. There should be focus
on providing hot and cold services for the food prepared. After this, when the students prepare
food and serve it to the other, the must ensure the cleanliness of the strippers and equipment’s to
eliminate unwanted taste before serving next food recipe. The another process involves recording
the temperatures of fridge to prevent the food quality and food from wastage. Cleaning,
sanitising, Colling and storing are the most important process to keep the food safe and hygienic
which. For that instance, storing in air tight containers, keeping food at normal temperature, keep
separate cutting boards, keep food covered. All these process will be helpful in preventing food
of high risk.

Standard Operating procedure
PART 2
There are 5 key principles which needs to be assure while carrying out standard operations in
kitchen. The staff who works in the kitchen does not closely meet with the customer and
understand their requirements. But there are basic points and areas which needs to be applicable
to provide great customer experience at Birmingham College of Food. These principles are
discussed below:
Speed: while working in the kitchen, the staff must maintain the speed of preparing food
and fulfil the demand of each customer. Efficiency will impact the customer satisfaction as they
do not have to spend much time waiting for food. This will solve the issues of kitchen in making
consistency in food and services. The staff gets habitual of preparing same food, so they will
attain good speed. The Kitchen staff ensures that customer do not have to wait longer or he may
get dissatisfied by their hospitality.
Accuracy: The standards operation process ensures that, the staff in kitchen prepare food
with utmost accuracy. For that instance, they need to give the same taste every time the customer
visit. The ingredients must be used those are fresh and hydrated. Also, Kitchen also offers special
and customised cocktails based on taste of customer. Kitchen focus on providing unique
experience to their customer. If a customer places order of wine, the staff opens bottle in front of
customer in order to provide assurance. It is very important to handle customer issue and
complaints and try to eliminate by providing a feasible solution in order to keep customer
satisfied. This is one of the most crucial step in SOP and have to deal in an effective manner.
Accountability: The kitchen staff must be accountable for their actions. As they do not
breech and food standards and provide food which do not harm customer’s health. It will
maintain the standards and regulations for the customers.
Quality: the food is only prepared in the kitchen so the staff is responsible for making It
quality focus. This could be done through using high quality resources and ingredients that give
delicious taste and healthy eating experience.
Transparency: the kitchen process must have transparency in predicting any dishes as
per customer requirements. They should be prepared with the base of menu dishes so that, the
service will be effective.

 Consistency of products - The supply chain of Kitchen’s products is strong so it becomes
easy to provide with consistency of their products and services. Kitchen is having skilled
and excess staff so that in case of heavy customer demand they can cope with up such
issue (Sheehan and et.al., 2021). This shows that Kitchen managing its supply chain and
workforce in such a manner that it does not break consistency of its products and
services.
 Streaming Kitchen operations – The operations of both staff and Kitchen are
interdependent on each other and it is important to align their operations in such a manner
that it becomes easy to deliver better customer experience. It is using digital technology
which helps in streamlining operations. SOP helps in aligning resources of both working
staff and Kitchen.
 Maintenance of service standards – Apart from profit making, it is the responsibility of
Kitchen to provide with better quality of food and having unique taste. This contributes in
enhancing customer service experience. It also helps in increasing customer loyalty.
 Budgetary control – By creating an effective SOP, it helps in assessing budgets so that
company do not face any shortage in case of high demand. Based on previous data, it
enables in making effective strategies that will eliminate wastage of essential resources.
 Effective communication – SOP helps in creating a better understanding and act as a
bridge between customer and staff. Effective communication with customer makes them
more comfortable.
Template 2
Trends in food industry of UK
 Veganism and Vegetarians -People are becoming more conscious about vegans and
vegetarian. As they prefer vegetarian food rather than meat products. People do not want
to kill animals and eat so they gave up animal products and meat products. In becoming
vegan, they feel healthier and gain mental peace. It has been analysed that vegetarian diet
is suitable for all ages of people from child to adult.

Flexitarian Diets – For some people, it becomes difficult to give up completely meat products
and people of UK eat meat once a while rather than a regular meal portion. It becomes one of the
biggest trend of food in 2022 (Muhammad, 2020).
 Carb alternatives – People are switching their carb portion to healthy fats and protein rich
diet. Due to pandemic people become more conscious about their health and avoid eating
sugary and high carb drinks and foods.

 Elevated desserts – As people are becoming more conscious about their health but the
pattern of eating desserts is becoming in trends and food establishments have introduced
sugar free desserts that vis low in calorie and suitable for diabetic people.
 Herbs, Roots and Mushrooms – Vegetables are one of the best source of keeping
individual fit and healthy. Human body needs nutrition and some roots and herbs are rich
in nutrition and have high nutritional value. It becomes a trend to use herbs as they
provide all nutrients as well as enhance taste too.

 Plant based burger – Plant based protein is one of the best source of getting protein rather
than artificial drinks. They have all nutrients that a body needs to function. People opt to
have plat based fast food such as pizza and burger.
From the above recent trends, it has been analysed that carb alternatives, plant based food and
becoming vegan are becoming more important in recent years. Carb alternative have become a
trend because people are suffering from obesity and to reduce their overall calorie they have
replaced their carbs with protein or vegetables. Due to pandemic, peoples are becoming more
conscious about their health and rely on plant based foods rather than artificial (Burkhart, 2019).

People become vegan and vegetarian as they do not want to fill their stomach by killing animal.
This trend strongly affected food industry of UK.
Template 3
The menu of Kitchen at bcf involves soup of day along with smoked duck having ingredients
like beetroot, pear and pickled walnuts. In its menu, there is a large variety of fish with
unique sauces such as salmon fish with dill sauce and crispy king prawn. The menu of
Kitchen is having bright colour and which gives a vivid picture in attracting customers. The
menu also has images of its special food items that draw attention of customers. The font size
and style is Italic and highlighted with bold letters of food item names so it becomes easier to
read for myopic people.
Menu matrix
Stars - Lamb with black olives, vine tomatoes and basil jus and chicken in chasseur sauce.
Plowhorses – Risotto and COD
Puzzles – Crispy egg dish with wild sauce and Yogurt parfait.
Dogs – Choux Bun and Crème Brulee
Price is one of the important factor and the Kitchen is opting competitive strategy that helps
in remain competitive in market.
The star dishes of Kitchen are popular because of their unique taste and low price.
The Kitchen should try to improve taste and pricing of their other products too so that they
can also become star products.
Menu
Food Items Price
Veggie Burger
Plant pasta
Mushroom pizza with mushrooms and herbs
Protein cutlet
Vegan coffee ( no Milk)
Custard (For lactose intolerant)
Super veggie bowl

Mushroom salmon
Tortillas wrap(For gluten intolerant)
Fruit salad
Protein shake ( Whey and casein)
Template 4
The working staff have sufficient space for doing their work in the kitchen of Birmingham
college of food. They do have two Kitchen areas that makes more easy for staff to get space. It
also has better space to carry out their work. They have proper ventilation for Kitchen. It
becomes easy to have larger space so that staff can manage their work in larger area rather than
in congested work area (Hansbrough and Schyns, 2018). The floor is covered with mat cover so that
customers and staff do not slip and get injured.
The Kitchen should serve their cold beverages in an ice box or glass box with small
pebbles of ice cubes in it so that it can attract customer and enhances customer experience. As in
case of hot drinks, they should serve in air tight kettle or place a lid on top of drink which keeps
hot until serve.
The layout of Kitchens should be convenient for customer as their do not have to go in corner
to place order for other food. There should be adequate lighting and have sufficient space so that
it contributes in enhancement of customer service. If the layout is not properly made, then it
might adversely affect customer experience.
It has recommended to the kitchen of Birmingham College must include some of measures
and actions in order to serve food. Mainly during in high cold weather, students and other people
require extremely hot food which will give relaxation during cold. So the, kitchen must start
preparing food after receiving orders and serve directly to the customers’ plates. The time
involved in serving the foo to the plater will make the food cold. So the serving equipment’s
must be updated with great inbuilt technology for instant heating and cooling. In context of
serving the drinks, the Kitchen staff must ensure the adequate level of icing and ingredients and
keep them in vessel containers for both types of drinks. Also, keeping slightly high temperature
will keep the drink cool and it will satisfy the customers.

PA

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Template 5
As I was working in Kitchen I have found that Kitchen is operating its business in every
organised and structured manner because of leadership styles. There are various leadership styles
that many company opts based on nature and size of firm. Kitchen is using following two
leadership styles.
Transformational leadership style
This style of leadership is followed by Kitchen manager which management encourages and
motivates employees to bring innovation and create change that contribute in attainment of
objectives (Kibbe, 2019). This can be done through by setting an example at top level by a strong
sense of corporate culture. Managers of Kitchen inspires and motivates their staff by delegating
responsibility to take decision on their behalf. This shows trust on employees.
Advantages
 It helps in keeping Kitchen staff honest and ethical.
 It helps in reducing the turnover cost through reducing wastage.
 It facilitates in bringing change and in innovation to Kitchen.
Disadvantages

 This style may be risky as untrained workers can take wrong decision which may lower
performance and adversely affects its performance.
 It puts pressure on chefs and other assistants.
Autocratic leadership style
In this type of leadership style, the management of Kitchen have control over on key
decision and they do not involve any staff to give their opinions (Adalja and Lichtenberg,
2018).
Advantages
 It helps Kitchen in faster decision making as only top management like chefs can take
decision.
 It helps in better communication with other staff working in kitchen.
 It also facilitates in enhancing productivity.
Disadvantages
 In case of autocratic style, employee can feel low morale.
 It develops a system of dependence as lower level employees are not allowed to share
their opinions.
Motivational technique
 Providing fringe and financial benefits – The Kitchen measures performance of
workers and abed on that it provides with financial rewards for their performance.
 Allow them to take decision – This technique is used by Kitchen so that staff can be
more productive by taking decision based on their skill and knowledge in order to deliver
better customer experience.
 Encourage feedback: It is necessary to take feedbacks of the staff working in the
kitchen. As they are crucial personalities who serve great taste to satisfy customer
hunger. Therefore, their problems and issues must be sort out effectively while working
in the kitchen.
 Provide insurance: while working in the kitchen, there may incur any uncertainties and
injuries. So the staff must get medical claims and insurances to not bear the whole cost by
themselves.

Above techniques will help Kitchen in motivating its workforce so that their performance can be
enhanced and work with their peak potential (Herzberg, 2017).
Template 6
As I will organise my team in an effective manner along with taking frequent training
sessions in order to groom their skills. It will help in making them aware about their roles and
responsibilities that they have to perform. By training sessions, they can be made aware about
the pre and post service task including their etiquettes. I will monitor each activity in Kitchen in
order to ensure that all activities are performed according to SOPs or not, if not what corrective
measures could be taken improve their customer service. The performance of staff is good as
there can be seen coordination between them and skills that contributes in delivering better
quality service. This helps me in knowing that my skills that I have used in making my team is
good as it reflects in my team’s performance. Also, while working in the kitchen, I have assigned
task and activities from starting to gather ingredients and preparing for making the dish. All the
team have clear instruction about quantity, materials, proportion and the whole cooking safety
instructions. All this shows that; I have managed my team through providing SOP standards
which enable service maintenance. Pre-service briefing is also used by me while working in the
kitchen so to give a whole description about the orders and food dishes.
PART 2
In relation to the areas mentioned above, it has analysed that the staff performance went
well. By giving them clear instruction, SOP standards and pre briefing, the staff gets out of
confusion and they know their own roles and responsibilities. Hence, they have maintained
collaboration while working in the kitchen through keeping close relations with the kitchen staff.
Some of the challenges also faced during working which are lack of practical training and
supervision over the staff. It became a problem for the kitchen functions as the staff not getting
trained properly and lead into mistakes while preparing food.

Template 7
 Food safety act 1990 – This act was introduced in 1990 under make it offence to sell or
process food that are harmful to health. This legislation also places an obligation that they
should not carry out unethical activities in their business.
 Food Safety and Standards Act 2006 – This legislation ensures that every food business
should comply with formalities in order to get license and commence business. They
cannot commence business without taking permission.
 Food Safety and standards (Packaging and Labelling) –Under this legislation, food and
beverage enterprise cannot change or remove any labelling information and have to
provide with accurate nutritional facts. It helps customer in getting right value product
with exact labelling.
 Food and Safety standards (Laboratory and Sample analysis) – Under this legislation,
food establishments should provide with sample to laboratories so that they can analyse if
there is any harmful substance in food or not. It helps customers in getting right food.
 Food safety and standards (Prohibition and Restrictions) – Under this legislation,
Kitchens and food outlets are prohibited to sell any harmful product. This may include
banned substance products or any other product that is hazardous to health.
 Natasha Law – This law defines that most of on the go foods must display full ingredients
and allergen in order to protect customer from food allergies and intolerance. For
example-companies should mention their ingredients list so that customer can be aware
what they are eating.
 Food act 2001 – This act came into existence in 2001 which ensures that food should be
in safe and suitable for consumption along with preventing misleading conduct in context
to sale of food.
 Food safety and standards (Food recall procedure) - Under this legislation, company
must have entitled to recall their products in case of any mistake in food ingredients and
safety in order to prevent customer.
The food establishment should take all precautions so that it may not harm customers and
staff. There should be proper signage of hot and cold water with red and blue colour on
tap. It will prevent customer in getting his hand burnt from hot water. In addition to that,
they must ensure that Kitchen have mat surface so that staff get not slip during work and

get injured. There must be a fire extinguisher that can help in case of fire at Kitchen.
Kitchen may suffer loss if do not comply with precautions.
https://www.legislation.gov.uk/ukpga/1990/16/contents
https://www.narf.org.uk/natashaslaw
https://www.legislation.act.gov.au/a/2001-66/
https://www.fssaifoodlicense.com/food-safety-and-standards-act-fss-act/
Template 8
The unique taste of Kitchen is the main key driver that attracts people. The Kitchen is
maintaining its consistency over products because of skilled chefs. Having skilled chefs, helps
Kitchen in keeping same taste. They are having formula for their product that enables in getting
same exotic flavour every time. When the food is cooked, chef taste and makes sure that it has
same taste. The supply chain of Kitchen is strong that makes it more consistent and regular. The
manager ensures that the work environment is foster so that it can help employees in getting
motivated. It is needed to manage all resources that will contribute in enhancing customer
experience. They have special ingredients which makes food tastier every time. The another key
method used for maintaining food quality is to check the taste with customers. While working in
the kitchen of college, the food is being tasted by the people to get their feedbacks and opinion
and learn about the areas for improvement. The instructions also played vital role in setting the
food services. It makes sure that the standard recipe specifications will be effective to use the
delicious recipe.
Template 9
It is the responsibility of manager to ensure that all activities are performed according to
pre-planned or not. But many times due to high customer demand it becomes difficult for
manager to do more than one task and becomes hectic too. The management staff may face slow
service due to high order during weekends and long waiting time of bills. He may face shortage
of foods and drinks due to unavailability or high demand and it becomes difficult to manage such
issues. When the demand of food is high, chefs make food that is not up to mark and he have to
deal with such issues too. In case of technological and equipment failure, it becomes complex for
managers to deal with such issue along with making customer satisfied.

There are various ways by which these obstacles may be overcome such as using latest
technology and using digital technology rather than traditional way of producing food. Kitchen
should have made another cooking area so that customer can get better and smooth experience.
They should replenish their products so that they do not face shortage.
The main problem faced by the kitchen of Birmingham College of Food is that thy faced
problem of slow service. Due to shortage and irregularity of the kitchen staff, the food does not
get prepared effectively and it may impact on customer satisfaction. Slow services may extend
the waiting time which is not a good sign for customer retention.
PART 2
It can be analysed from the position of being a manager of kitchen in order to avoid
mistakes in future. There are many uncertainties takes place in terms of safety and health which
should not repeat more. This shows that in order to prevent fix term solution of this problem by
giving insurances. Also, the managers of the kitchen must focus on recycle, reuse the materials
and not involve in wastage of food.
Template 10
As I have worked in Kitchen at Birmingham college of food, I have analysed that I have
few weaknesses that are needed to be improved.\
Strength
I am having great commination skill that
helps me in making and influencing
customer in better way.
Weaknesses
I am lacking in time management skill and
it is needed to fill those gaps so that I can
become more effective in managing my
time.
It is very important to fill those gaps so that I can enhance my skill that will contribute in
increasing my productivity. I can effectively manage team along with making them
influencing with communicational skills. I will take training sessions from experts in
order to fix those weaknesses.

CONCLUSION
From the above project report, it was concluded that it is needed to operate business according o
management standards for smooth functioning of business. There are various challenges faced by
managers while operating Kitchen business and they need to comply with rules and legislations.
They have to focus on providing better customer service so that they can retain and attract
potential customer. Kitchens and other food establishments have to maintain their taste and
uniqueness of business and must replenish their ingredients and food/drink items in order to not
face shortage in case of high demand.

REFERENCES
Books and Journals
Kibbe, M.R., 2019. Leadership theories and styles. In Leadership in Surgery (pp. 27-36). Springer, Cham.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management. Routledge.
Bresciani, S., 2017. Open, networked and dynamic innovation in the food and beverage industry. British Food
Journal.
Hansbrough, T.K. and Schyns, B., 2018. The appeal of transformational leadership. Journal of Leadership
Studies, 12(3), pp.19-32.
Muhammad, N.H., 2020, November. Food Packaging Trends and Issues Approaching Sustainability: Insights from
Industrial Experts in the UK. In International Conference on Business and Technology (pp. 362-373). Springer,
Cham.
Renner, M., Sheehan and et.al., 2021. Food Trends. In Vital Signs (pp. 27-31). Routledge.
Augusto, P.E., 2020. Challenges, trends and opportunities in food processing. Current Opinion in Food Science, 35,
pp.72-78.
Adalja, A. and Lichtenberg, E., 2018. Produce growers’ cost of complying with the Food Safety Modernization
Act. Food Policy, 74, pp.23-38.
Burkhart, J., 2019. Food Safety: Saving Lives. Greenhaven Publishing LLC.
Herzberg, F., 2017. Motivation to work. Routledge.
Cousins, J., Foskett, D., Graham, D. and Hollier, A., 2019. Food and beverage operations and management.