What is in this article?:
- How To Implement a Continuous Q/A Program
- Contract vs. Self-op
The most important reasons for implementing a Program of Continuous Quality Assurance (QA) are to maintain and/or improve your operating standards. But as in so many areas of hospitality, “the devil is in the details."
A Function-Based Scoring System
The best way to make sense of the myriad details is to break down an operation into four broad functional areas, each with 3-5 specific categories on which you’ll focus. Here’s a basic outline:
Culinary and Kitchen
• Menu management
• Purchasing and receiving
• Storage
• Food production and culinary expertise
• Food quality and control
Service and Front of the House
• Marketing
• Merchandising, presentation and service
• Customer relations
Business Processes
• Human resources
• Security
• Administration and finance
• Regulatory agencies and compliance
• Vending or card services
General Operations
• Client relations
• Sanitation
• Facilities, equipment and food safety
• Sustainability, energy, recycling and
waste management
• Miscellaneous (exceptions)
Add to this list (and limit it) to another 6-10 sub-categories under each of these, and you’ll have approximately 80-150 items to monitor as part of ongoing quality assurance regime.
Next you have to devise a scoring system. One way is to give each item a value of 1. If, during an evaluation, it meets your standard, give it 1. If not, give it a 0. Divide the number of earned 1’s by the total number of items, and that’s your score. Though you determine what the “passing” grade should be, we recommend 85. After all, your standard should be high.
