Improving Food Services at Qatar University - Case Study Example

REPORT ON IMPROVING FOOD SERVICES AT QATAR Introduction (Background, Problem and Purpose) Significantly, service quality is among the key facilitators of achieving maximum efficiency and improving the performance in most institutions and even for the corporate world. Consequently, cafeterias and other forms of food service have the potential to impact students’ health and affect their performances as well (Dave 2013). Universities are sensitive place because of the edification activities and the increased diversity of both the students and professors. Naturally, food services in universities should be up to the expected standards through the collaboration of independent and institutional food services; nonetheless, the departments of food services should oversee all activities to ensure that they meet students’ nutritional needs and with the best quality (Lee 2009). Qatar University is popular on an international scope and the food services offered there reflects the institution’s value in terms of service, society, commitment and multiplicity. The Department of Food Services governs the cafeterias and dining halls as the core responsibility. Additionally, they are in charge of the provision of meal strategies for all institutional members, maintenance of the equipment and other appliances. Unfortunately, Qatar University has been a subject of multiple criticisms because of the poor food services. Students, staff and visitors voice complaints on issues affecting the selection of food, nutritional value, quality and cost. The management should take a closer look on the poor quality of the food services in the cafeterias around the campus. In fact, many improvements are required since there were many poisoning cases lately and since the cafeteria environment is not good enough on so many levels (Lesser 2013). Renewing all the cafeterias around the campus is necessary corresponding with the regular supervision of the health authority. In the past few days, the group was working on the practical side of the solutions. Based on studies, the group searched for the important nutrition elements in the food that help in improving the performances of the students. Moreover, there was interview for the head of the food services department; resultantly, the answers from the interview gave an insight on significant aspects, most of which apply in the report. The interview was the primary source of information while additional information was from previous surveys, complaints and reports as secondary sources. Significantly, this project is at an advantage because of the current situation of the QU department of food services situation. The budget is vast and improving the food services does not require additional efforts. The solutions and recommendations base on the current propositions of the department of food services in QU. However, the main limitation to the implementation to this is the limited access of information. During the research and survey, the QU department of food services was reluctant to providing some of the crucial information. Unfortunately, this information did not apply in the decisions making it hard to identify any additional issues. Food Quality and Environment of the Cafeterias (Scope) The food quality and the environment where institutions serve food have a significant impact on the nutritional intake of the students, staff and even the visitors, hence making them critical aspects over all the other food service operations. Qatar University has a number of shortcomings relative to food quality and environment of the cafeterias; in fact, these might be the facilitators of other challenges that the food services department experiences i.e. selection of food (menu), cleanliness, cost etc. In most countries, universities operate under similar service policies but very few take time to set standards focusing solely on institutional meal programs; typically, there is limited authority in some of the most essential facets of any environment that facilitates food services. In some cases, the main cause is competition between cafeterias and restaurants serving the same institution making them put more attention on the advantageous factors hence neglecting others. In Qatar University, there is more to the food quality and environment of cafeteria, which are the focuses of this report as a basis of coming up with rational solutions to the food service problems. Findings, Sources and Methods Significantly, as mentioned earlier, the interviews were effectual as they provided important information on the issues at hand; however, this was just a primary source, as other arguments based on information from experiences inform of complaints from friends. A number of students claim that they experienced great discomfort from the said incidents. They spoke about how those incidents made them decide not to use the university food services and to look for other alternatives. Students answered further questions about why they did not place complaints stating that they felt that it would go unnoticed, and that they would not find a tangible change. Naturally, most students complain about the food service issues to friends and colleagues because they feel that the management does not take the necessary actions even when approached. Additionally, as part of supplementary information, the interviewed students and visitor gave descriptions of situations they had heard on the matter of food services in the university. There are mixed reactions on the cleanliness if the university’s food facilities i.e. the dining hall and cafeteria. It is clear that most of the people do not use QU food services because of the selection of food, nutritional value, quality and cost respectively. However, a significant number believe that the environment’s hygiene is also not up to standards with multiple cases of unattended tables, dusty benches and slippery floors from leaking sinks. List of Definitions Food Services Policies and Procedures – Rules, protocols and processes that the department of food services in Qatar University uses in organizing and overseeing all the relative activities. Pricing- Costs set for the meals by the Department of food services in Qatar University Meal Plan – List of dishes available in the Qatar University’s cafeteria Survey – Examination and recording of the food services and features in the university through multiple sources of information but primarily from students and other people exposed to the services. Survey Analysis The Qatar University’s Food Services Department conducted a survey in 2010/2011 focusing on all the necessary aspects concerning the food, environment and general service. The students showed an overall dissatisfaction with many different aspects of the service such as: Majority of students voted the quality of their food, prices, food selection to be poor A quarter of the students stated that cleanliness of the service was excellent, while 22% voted to poor Majority of students found menu to be poor Even though Qatar University is among the top institutions with the best food services, multiple areas need significant improvements, as indicated by the survey. The cafeterias and dining halls have been there for long, acting as venues for student’s meetings and other events. Some of the facilities are outdated and others have multiple faults that require addressing through renovation. A recent study shows that most universities around the globe are investing ample resources in food services, a paramount form of satisfaction that students appreciate. Moreover, the research shows that the most affected factors in these areas include food quality, variety, cleanliness and value. Evidently, Qatar University is not the only affected institution; however, this does not justify the harsh conditions and poor food service provision. Assertively, the survey analysis shows that very few are interested in the institution’s meal plan with a smaller number purchasing or taking time to go through it. This has prompted the reduction of the students who buy food in the cafeteria with everyone having their reasons and experience supporting their view on the food services. Typically, the situation is crucial to the extent that only a limited number of students agreed to take part in the survey; unfortunately, some were disappointed with the Department of Food Services as a whole hence they saw the exercise as a waste of time. Food Services Policies of Qatar University The Qatar University Department of Food Services has clear vision and mission statements that focus on giving excellent services to everyone inclusive of the staff, faculty and visitors. These statements form the basis for attaining the required standards in the field of dining and other related activities. In fact, the mission is vast as it discusses on aspects of education, ethnic background and physical needs, all of which require food service satisfaction to for a better experience of university’s community. However, some of the set policies on Food Services are contradictory because they are the exact opposite of what really happens in the cafeterias. For instance, there is a certain procedure for the menu planning as indicated in the QU list of Food Services Policies. Normally, this process dictates the varieties of foods to appear on the menu by involving all the necessary parties. In a setting such as the university, the selection of food should be vast, revolving around all diversities to satisfy a bigger number of students and staff. However, the Qatar University’s biggest challenge is on food selection, most of the students complain that there lacks favorable meals and dishes on the cafeteria’s menu. Moreover, while setting the prices for these foods, the department should consider the target population. Definitely, guests dine at the QU cafeterias regularly but the main consumers are the students; resultantly, there should be moderation on some of the prices as a strategy of retention. Secondly, the QU Food Services Policies out rightly state that all foods should meet the set quality standards with regular inspections by the delegated personnel to make sure that the food served is not harmful to anyone. Appreciably, the department does not fail to address this in their policies and their procedures; nonetheless, complaints continue to pile up such as the one from the interview where the student found an insect in their food. Generally, the policies and procedures are just there for the protocol, the department does not exercise effectiveness and some do not even apply at all. Another example is the complaint policies and procedures that have both informal and formal approaches but surprisingly, the management never addresses the voiced complaints by students. Naturally, once a student has complained, it is an obligation that the management gives feedback after two weeks; nevertheless, this is just in writing, no implementation. Proposed Solutions Firstly, the food and catering department must select qualified caterers to provide good quality of meals and their service must focus on nutrition, pricing, safety and variety. Secondly, the dining areas must have a high environmental level by getting healthy kitchen utensil, providing a high quality of tables and chairs, equipping high qualities lights, replacing the odor and bad smells with fresh air and nice smells, and having a neutrinos information paper with each meal to show the students what it contains (Trutna 2011). Additionally, the management should oversee the conducting of food safety inspections on cafeterias and kitchens. Provision of evaluation papers should be mandatory on every table for feedbacks and any complaints. Every complaint and compliment must undergo analysis as a basis of change and future developments that will see the improvement of the food services and augmented customer satisfaction. Conclusion (Implications and Recommendations) Significantly, there is a strong relation between the food services and the students’ performances and health hence it is important to work on those practical solutions that will help in overcoming this issue (Hall 2013). Therefore, we kindly request a consideration for this plan in order to see major and positive changes in the food services. Definitely, when executed, the plan will provide a new and healthier lifestyle for Qatar University’s students, faculty and staff. It will also further have Economic benefits for both Qatar University and its community. Improvement and renovation of Qatar University’s food services will provide a spectacular especially when based on the sustainability plan. The proposed strategic plan entails an advertisement campaign to reintroduce and re-launch the new face of the more acceptable and desirable food services. Decisively, the Department of Food Services in Qatar University has multiple issues to address and the best basis for the development and improvement would be using student, staff and visitor’s insight on the matter (Suchak 2014). It might be complaints, compliments or ideas, all of which would serve a great deal in improving all the affected areas. REFERENCES Dave, W (2013) Food Services Continues to Improve Value and Options for the Community: Ottawa Gazette, viewed 19 December 2014 from http://www.gazette.uottawa.ca/en/2013/05/food-services-continues-to-improve-value-and-options-for-the-uottawa-community/ Hall, M (2013). Campus Dining: Magazine of Nutrition Professions, Vol.15 (5), pp.18 Lee, Y (2009). Student’s Satisfaction on School Food Service Environment: Journal of Nutrition Research and Practice, Vol.3 (4), pp.295-299 Lesser, L (2013) Quality Nutrition in Schools: Action Strategies for Healthy Communities, viewed 19 December 2014 from http://www.leadershipforhealthycommunities.org/action-strategies-toolkitmenu-122/quality-nutrition-in-schools-toolkitmenu-133 Suchak, M (2014). Ways to Increase University Food Service Sustainability: Business Rewards, viewed 19 December 2014 from http://izzitgreen.com/10-ways-to-increase-university-food-service-sustainability/ Trutna, K (2011). Improving Student Retention- Role of the Cafeteria: Insight into Students Services Journal, viewed 19 December 2014 from http://www.ijournalccc.com/articles/content/improving-student-retention-role-cafeteria Read More