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| Preface | |
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| The Structure of Food Service in Historical Perspective | |
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| The Changing Role of Chef | |
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| Early Developments | |
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| The Artist Chef | |
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| Guillaume Tirel (Taillevent) | |
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| Catherine de Medici | |
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| Francois-Pierre de la Varenne | |
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| Antoine Careme | |
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| Auguste Escoffier | |
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| Charles Ranhofer | |
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| Fernand Point | |
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| Roger Verge | |
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| Paul Bocuse | |
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| The Modern Chef | |
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| American Chefs | |
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| American Innovators | |
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| Norman Van Aken | |
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| Patrick Clark | |
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| Alice Waters | |
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| New Values in Hospitality | |
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| The Modern Chef | |
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| Culinary Education | |
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| Modern Attributes of a Quality Chef | |
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| The Academic Chef | |
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| The Chef Motivator | |
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| The Social Chef | |
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| The Diverse Industry | |
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| The Structure of Kitchen Organization | |
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| Organizational Structure | |
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| Frederick Taylor | |
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| Escoffier's Task Production | |
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| In-Line Inspectors | |
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| Escoffier's Brigade | |
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| Customized Organizational Structures | |
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| Categories of Tasks | |
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| Managing for Quality in Food Service Operations | |
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| Foundations in Quality | |
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| Traditional Theories Challenged | |
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| Walter Shewhart on Quality | |
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| Shewhart's Cycle | |
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| Changes in Quality Food Service | |
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| Shewhart's Cycle Applied | |
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| Changing Strategies | |
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| Discovering Edward Deming, Philip Crosby, and Joseph Juran | |
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| W. Edward Deming | |
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| Joseph Juran | |
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| Philip Crosby | |
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| A Collective View | |
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| Deming's Fourteen Points Applied to Hospitality | |
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| Summarizing TQM | |
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| Constancy of Purpose | |
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| A New Philosophy | |
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| Cease Dependence on Inspections | |
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| Minimizing Total Cost | |
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| Improve Systems Forever | |
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| On-The-Job Training | |
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| Leadership | |
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| Drive Out Fear | |
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| Break Down Barriers | |
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| Eliminate Slogans | |
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| Eliminate Quotas | |
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| Eliminate Management by Objectives | |
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| Remove Barriers | |
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| Pride of Workmanship | |
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| Education and Self-improvement | |
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| Transformation Is Everybody's Job | |
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| Implementing TQM | |
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| TQM | |
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| The First Steps | |
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| Involving Middle Managers | |
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| Organizing for TQM | |
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| Training | |
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| Where to Begin | |
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| Management and Supervision | |
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| Personnel Management | |
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| Introduction | |
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| The Worker | |
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| Recruiting | |
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| Hire from Within | |
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| Culinary and Hospitality Schools | |
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| Professional Associations | |
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| Classified Ads and Placement Firms | |
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| Qualifying Applications | |
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| Interviewing Techniques | |
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| Trial by Fire | |
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| Affirmative Action/Equal Opportunity Employer | |
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| Orientation and Training | |
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| Total Quality Culture (TQC) | |
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| Empowerment | |
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| Enabling | |
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| Managing People | |
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| The Chef Supervisor | |
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| Supervision Defined | |
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| Technical Competence | |
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| Role Models in Professionalism | |
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| Affinity Toward Quality | |
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| Chef as Coach | |
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| Communication | |
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| Introduction | |
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| The Process of Communication | |
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| Forms of Communication | |
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| Written Communication | |
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| Verbal Communication | |
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| Physical Communication | |
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| Listening | |
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| Managing Diversity | |
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| Defining Diversity | |
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| The Diverse Industry | |
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| Managing Diversity Through Leadership | |
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| Ignoring Diversity Doesn't Work | |
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| The Human Equation | |
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| Diversity Affects Communication | |
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| The Social Challenge | |
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| The Psychology of Work | |
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| The Chef Leader | |
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| Defining Leadership | |
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| Defining Leadership | |
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| Authority-Driven Leadership | |
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| Motivational Leadership | |
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| Motivate through Example | |
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| Impartial Leadership | |
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| Constancy of Purpose | |
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| Develop Leadership in Others | |
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| Team Building | |
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| The Team Concept | |
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| The Chef as Coach | |
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| Attributes of a Good Coach | |
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| Selecting Team Players | |
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| Team Training | |
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| Team Management | |
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| Personal Development | |
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| A Life of Learning | |
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| Self-Assessment | |
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| Goal Setting | |
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| Plan to Succeed | |
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| Strategic Management for the Professional Chef | |
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| Concept Engineering | |
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| Introduction | |
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| Consumer Demand | |
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| Location | |
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| Area Demographics | |
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| Psychographics | |
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| Consumer Traffic | |
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| Competition | |
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| Identity | |
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| Establishing Operational Standards | |
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| Standardization | |
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| Predictability of Success | |
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| Specifications | |
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| Identifying Tasks | |
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| Grouping Tasks into Procedures | |
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| Creating Standards of Operation | |
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| Assessing Operational Standards | |
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| Menu Management | |
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| Writing the Menu | |
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| Meeting Consumer Demand | |
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| Compatibility of Kitchen Layout and Dining Room Design | |
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| Legibility and Accuracy of Menu Descriptions | |
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| Truth in Menus | |
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| Standardized Procedures | |
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| Strategic Menu Pricing | |
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| Tracking Menu Item Sales | |
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| Production Management | |
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| Planning for Quality Production | |
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| Developing Recipes | |
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| Everything in Its Place | |
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| Cross-Utilization | |
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| Waste Control | |
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| Planning for Leftovers | |
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| A Place for Creativity | |
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| Foundational Basis | |
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| Concept Control | |
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| Internal Testing | |
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| Marketing Creativity | |
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| Cyclical Specials | |
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| The Business of Quality Food Service | |
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| Balancing Art and Business | |
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| The Customer Defines Quality | |
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| Defining Quality in Food Service | |
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| Value in Food Service | |
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| Value in Being First | |
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| Building Quality Commitment | |
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| Tradition versus TQM | |
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| A Strategic Analysis | |
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| Under New Management | |
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| The Future of Information Technologies | |
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| The Future Is Here | |
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| The Need to Learn | |
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| Management Software | |
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| Point of Sales (P.O.S.) | |
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| Exploring the Web | |
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| Glossary | |
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| References | |
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| Index | |