Applying CQI Principles in Foodservice Management
In this assignment, you will evaluate real-world foodservice operations through the lens of Continuous Quality Improvement (CQI), applying models like PDCA and FOCUS, while developing systems-thinking, problem-solving, and leadership skills aligned with RD exam content.
The final version of the assignment will be in a formal proposal format (see below) for your CQI plan. Follow along with the questions below to work through the process of CQI and use the information to write your proposal.
Defining Your Scenario
For this assignment, think back to your experiences in the the kitchens during NSC 358L*. Reviewing your written reports may be helpful for remembering details. After considering your experiences and observations, identify one process or activity from the kitchen that could be improved.
*If you have not taken NSC 358L, please reach out to the instructor to discuss options.
Describe Your Situation
Write a couple paragraphs about your experience. Answer the following questions:
● Where did this happen? Describe the kitchen situation.
● Who was affected by this situation? List all the direct and indirect stakeholders involved.
● Describe the situation around the problematic process or activity that you observed. Be detailed about the situation, making it real for the reader.
Problem Identification
Considering your scenario, we will use the improvement model of FOCUS (Find, Organize, Clarify, Understand, and Select). Answer the following questions about your experience. Please be creative but use research to consider different possibilities. Discuss the important details that will affect your decision making process.
- Find a process to improve. What is the process or activity you observed that needs improvement? Why do you think it could and should be improved? Why is it important to the organization, clients, mission, etc?
- Organize your team. If you were the manager, who would you include in your continual improvement team? Consider different ways your stakeholders may be involved.
- Clarify your current knowledge of the process. This should include research. What are the steps of the process? Are there recommendations about how to make the process more efficient already in existence? What are they? How do they compare to the current process? Depending on the problem, this can go in a lot of different directions. Be detailed, specific, and cite your sources.
- Understand the root causes of the issue. Brainstorm all the possible causes that could have contributed to the problem. Your previous research should help here. Create a Fishbone Diagram (aka cost/benefit analysis or cause/effect diagram) to dive deeper into the cause and effects of the situation. Please use the link above to learn more about Fishbone Diagrams and how to use them.
- Select a strategy for improvement. Be specific as we will use it in the next section.
Making an Intervention
Now that we have identified the issue and fully defined it, we will craft an intervention. For this, we will use the continuous quality improvement tool, the PDCA cycle. Using your strategy for improvement, plan for the cycle.
● Plan: Describe the intervention you would make to address your problem. Why did you select this strategy and how does it address the complexities of the problem?
● Do: How would you implement the intervention? Who does what and when? Consider when measurements might be taken.
● Check: What metrics would you measure to assess if improvements are being made? Why do you think those measurements demonstrate effects directly related to your intervention? Be specific on what you are measuring and why. Some ideas include Key Performance Indicators (KPI) like accuracy rate, late tray delivery %, tray waste reduction, test trays with surveys, etc. Additional research in the literature or professional guidelines might be helpful here for considering possible indicators.
● Act: How would you define success from your measurements? What would you hope to see to define the intervention as a success? If it is successful, what would you do next? If the intervention needs further refinement, what would you do next?
Reflection on Barriers and Sustainability
One of the most important elements of CQI is that the process never ends. Because of this, we need to have forethought about potential barriers to our efforts and how to maintain improvements over time.
● Reflect on potential barriers to your intervention. What kinds of things could get in the way of following your PDCA cycle steps (staff resistance, budget limits, etc)? Be specific to your scenario. Pick two of these potential barriers and discuss how you as the manager would overcome them.
● What would you plan for maintaining your improvements over time? Consider how you would assess continued success and possible timelines.
Writing a Formal Proposal
Clearly communicating a CQI initiative to all your stakeholders is vital for success. A formal proposal for CQI outlines a systematic, data-driven approach to identify and address areas for improvement within an organization. It is structured similarly to a research paper, including sections introducing the problem, defining the intervention, discussing implementation, and evaluation of the outcomes.
For your Formal Proposal, use the following sections:
● Introduction and Purpose
○ Discuss the information from your answers in “Defining your Scenario”
● Current State Analysis
○ Discuss what is currently happening with the problem using the answers from “Problem Identification”
○ Include your Fishbone Diagram
● Proposed Intervention and Strategy
○ Discuss the “Making an Intervention” section, focusing on the PDCA cycle and how it will be utilized
● Evaluation and Monitoring
○ Discuss the “Making an Intervention” measurements and how they demonstrate success
● Sustainability and Continuous Improvement
○ Discuss the answers in “Reflections on Barriers and Sustainability”
○ Make sure to include the two potential barriers and how you would overcome them
Feel free to use tables, bulleted lists, pictures, graphics, etc if it makes it easier to understand for your audience, which includes employees of your kitchen and management of the facility.
What Is Required on the Assignment:
1. A formal proposal of your CQI initiative, with the 5 sections above
Suggested Length: At least 3 pages, not including titles and borders, double-spaced with 11 or 12 pt font
Total Value: 32 points
KRDN 4.7: Must receive at least 70% on the assignment