INTRODUCTIONMore people are eating outside the homeExpansion of the industry and increasing pressure
TO BE SUCCESSFUL IN FOOD CHAIN INDUSTRY Sound product knowledge Well develop interpersonal skill And a ability to built a team Growth in this field
AIMS AND OBJECTIVES To ensure the safe and hygienic production, storage, distribution and sale of food and drink by the enforcement of legislation and the provision of advice and information to consumers and the operators of food businesses.
OBJECTIVES To improve access and infrastructure within the district. To improve individual and community health and well-being To make best use of our assets and serve the community. To make our communities safer. To sustain and enhance our environment.
CHARACTERISTICS OF FOOD INDUSTRY Intangibility Inseparability Perishability Variability Heterogeneity Quality Measurement Nature of demand
GAP 1:NOT KNOWING WHAT CUSTOMERS EXPECT. Inadequate Market Research. Lack of Upward Communication. Insufficient Relationship Focus. Inadequate Service Recovery. Ex: Cleanliness of the Store, Fast Service, Hygieneood. Location, Parking
GAP 2:SERVICE DESIGN AND STANDARDS Poor Service Design. Absence of customer Driven Standards. Price. Ex: Time to Place Order, Service Quality Goals, Mismatch in Order
GAP 3:DELIVERING SERVICE DESIGN TO STANDARDS HR Policies. Service Intermediaries. Fail to Match Supply and Demand Ex: Staff Behavior, Role Conflicts, Training, Salary
GAP 4:NOT MATCHING PERFORMANCE PROMISE Lack of Integrated Service Marketing Communication. Overpromising. Communication between Sales and Operations Ex: Promotions and Advertisements, Menu, Operating Hours
SERVICE BLUEPRINT A service blueprint is a schematic diagram that represents all the details of a service from the customer and organizations perspective. It shows how the different service components link into each other – showing the different touch points and options customers have to choose from and how the internal workings support those choices. Because it maps out chronologically and in sequence all the various interactions and actions that occur in parallel when customer and company meet, it shows all the interactions by and with the customer. So it also illustrates the stages and complexity of the encounter and distinguishes between the customer experiences (and decisions) and the systems, invisible to the customer, that operate backstage to ensure that these are delivered.