University Dining Services (UDS)
Assessment of UDS operations through Professional Practices Review
Abstract
After completing a self-assessment based on the National Association of College
and University Food Services (NACUFS) Professional Practices Manual, University
Dining Services (UDS) completed a comprehensive peer review called the Professional
Practices Review. A team of professionals from the university food service industry
visited The University of Montana to assess our operations. Chapter by chapter, we
compared the self-assessment with the team’s findings, we then developed action plans
for each practice requiring change.
Background
University Dining Services enriches the campus community by providing
outstanding cuisine and service for dining, learning, and celebrating.
UDS is a self-operated state auxiliary, providing for the foodservice needs of the
multi-campus community of The University of Montana. In FY 2007, UDS welcomed the
opportunity to participate in a Professional Practices review. The findings acted as a
great assessment tool, and will help us to:
1. ensure that UDS is performing in accordance with professional standards;
2. understand the information we will need to gather to grow the department
strategically;
3. provide best practices education for staff;
4. focus on departmental weaknesses, prioritize change and allocate resources;
5. develop strategic operations and capital plans.
Assessment Procedure
The National Association of College and University Food Services (NACUFS)
Professional Practices Visitation Program provides colleges and universities with a
voluntary and non-binding operational review of their food service departments.
Experienced food service directors and senior managers visit the institution to
determine the degree to which a university’s operations conform to best practices as
outlined in the Professional Practices in College & University Food Services manual
(PPM), an assessment guide and professional development tool published by NACUFS.
When the review is complete, host institutions receive oral and written reviews from the
Professional Practices team. The team provides recommendations to help the
institution improve their food service operations. Any action subsequently taken by the
institution is voluntary.
The PPM is organized into principles that are supported by best practices. The
manual is comprised of fifteen chapters:
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Professional Practices Manual Chapters
1. Professionalism
2. Organization
3. Planning
4. Marketing
5. Operational Controls
6. Human Resources
7. Menu Management
8. Purchasing/Receiving/Storage
9. Food Safety
10. Service Management
11. Safety and Security
12. Facilities Management
13. Technology
14. Capital Improvement
15. Contract Services
In December of 2005, UDS assigned a separate committee to address each of
the 15 chapters in the NACUFS Professional Practices Manual. Committees—which
comprised UDS employees, non-UDS employees and key stakeholders—reviewed
each chapter in detail, then submitted reports to UDS management. Together, the
reports comprised the self-review that was sent to the Professional Practices team.
The Professional Practices team consisted of one team leader, Arthur
Korandanis, Director of Auxiliary Services, College of the Holy Cross, and six team
members: Sharon Coulson, Foodservice Director, University of California-Davis; Mary
Lou Kennedy, Director of Dining & Bookstore Services, Bowdoin College; Patti Klos,
Director of Dining Services, Tufts University; Mona Milius, Associate Director of
Residence/Dining, University of Northern Iowa; Blake Widdowson, Associate Director of
Cash Operations, University of Richmond; and Christine McLane, NACUFS Member
Services Coordinator.
On Thursday, November 2, 2006, the Professional Practices team presented
their findings to UDS senior management, the Vice President for Student Affairs and
other UM executive officers. The team submitted a formal, written report to President
Dennison, Vice President Teresa Branch and the UDS Senior Management Team.
After the peer review was complete, UDS management asked the UM
committees to revisit their chapters, in light of the peer review, and investigate any
discrepancies. UDS management developed short term action plans to meet urgent
needs, and flagged other areas to be addressed during the strategic planning process
for Unit Operations Plans.
Findings
Overall, the findings of the Professional Practices team were very positive for
UDS. Our self–review was much more critical. Our peers had two recommendations:
1. Improve the recruitment, orientation and training process for staff.
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2. Improve communication within the department, especially with regard to
operations and among management and classified staff.
Recommendations
Recruitment, orientation and training will be addressed by the new Assistant
Director for Operational Support and Professional Development. Overall, the UDS
senior staff and unit management are addressing communication issues with the
assistance of our new Assistant Director. We are conducting an exhaustive
examination and review of our current positions. An organizational restructure might be
needed to properly grade each position and attract higher quality candidates. Some
current positions might be targeted for strategic pay increases. Based on the outcomes
of this review, we will develop specific initiatives to improve recruitment.
Other specific details and action plans are being incorporated into the UDS 20082013 Strategic Plan and into our Unit Operational Plans, as appropriate. The draft of
the UDS 2008-2013 Strategic Plan is currently being reviewed. Operational plans will
be developed as parts of the plan are approved.
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