A SYSTEMS APPROACH TO FOODSRVICE OPERATIONS MIKE TURNER FIH IMI LUZERN 9 TH

DETECTING A SYSTEM WHAT IS A SYSTEM? CAN FOODSERVICE ACTIVITIES BE SEEN AS SYSTEMS? YES THEY CAN. NO THEY CAN’T!

OPEN UNIVERSITY CHECK LIST (1983) IS THERE AN ORGANISED ASSEMBLY OF ELEMENTS OR COMPONENTS? (Structure) DOES THIS ORGANISED ASSEMBLY DO SOMETHING? (Transformation/process) IS THE ORGANISED ASSEMBLY AFFECTED IF ONE OR MORE OF THE ELEMENTS LEAVES THE SYSTEM? (Absence) IS THE ASSEMBLY OF INTEREST TO ONE OR MORE INDIVIDUALS? (Worldview)

THE 6 P’s PLATFORM – the basic manifestation of the large system e.g. a cruise ship, resort, theme park, stadium, shopping mall etc. PREMISES – the individual operations located on the platform e.g. restaurants, bars, shops, lounges, bedrooms, pools, spas, etc. PLANT – the equipment found in the platform and premises that carries out the system processes (T’s) e.g. ovens, Gaggia machines, air conditioning, water filtration, service counters etc. PRODUCT – the tangible food and drink offer, comfortable beds, the workout and the intangible offer e.g. a good night’s sleep, feeling better PROCESS – the means used to produce the required outcomes e.g. pilates class, cooking, table service, cleaning, training etc. PEOPLE – those engaged in operating the systems (team) and those benefiting from the system (guests)

Assemblies – cities

ASSEMBLIES – structure/platform

VENTURA - PLATFORM

MICHELANGELO

VENTURA/LEGEND’SEAS

THE GRAND CLASS PLATFORM VENTURA STATISTICS: GRT – 116,000 tons PASSENGER DECKS – 15 DINING VENUES – 10 (5 RESTAURANTS, 5 EATERIES) DRINKING VENUES – 11 TOTAL CABINS – 1,546, OSV – 1,101, BALCONY – 880, max passengers c. 3,500 CASINO, 3 OUTDOOR POOLS WARD (2009)

CRUISE PREMISES – EURODAMM, DINING ROOM

EURODAMM – SELF-SERVICE RESTAURANT

VENTURA – COFFEE SHOP

CHAMPAGNE BAR – SAIL AWAY

FOOD STORES

LIQUOR STORES

MAIN GALLEY – THE PASS

MAIN GALLEY – BRATT PANS

DESSERT SECTION TEAM

CARVING THE JOINT OF BEEF

SETTING UP THE VODKA BAR

THE CASINO

WINE LIST ON A TABLET

CHICKEN KEBAB

ENOMATIC MACHINES

CONCLUSION HAVE WE SEEN EVIDENCE OF SYSTEMS? PLATFORM PREMISES PLANT PRODUCT PROCESS PEOPLE