Assignment Instruction: Review the Bonnie Blaine, Director of Hospital Operations case on pages 515-518 Chapter 16 of Collier & Evans. Answer the following questions:
1. What are the problems facing the hospital’s dietary food service?
2. What is the cost to the hospital of a minor versus major service upset or failure?
3. What does the value chain look like? Describe features of each area. Provide examples of opportunities for errors at each stage of the value chain.
4. Who is responsible for quality?
5. Select a process and discuss how to mistake proof it and improve process performance.
6. How do we turn this dietary food service around? What are your recommendations?
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