Peir-Yuan Patrick Li
Fu-Jin Wang
Department of Tourism,
Aletheia University
Tamsui, Taiwan
1
Professional Accreditation in
the Hotel Industry:
ISO 22000 Cognition and
Reality
2
Research motivation and
background
Introduction – What is ISO?
Food safety and food safety
management standard (FSMSs)
ISO 22000: 2005 and food chain
3
Methodology
Sample and result
Conclusion and suggestion
Questions
4
5
Project Vanguard for Excellence in Tourism
Vision: Creating a tourism environment focusing on
both quality and quantity, turning Taiwan into a major
tourist destination in Asia
6
Magnificent scenery
7
Bio diversity small islands
8
Folklore, art & culture
9
14 Aborigine tribes
10
Mountain climbing
11
Railroad culture trip
12
Hot spring relaxation
13
12 days around island cycling
14
Taiwanese regional cuisine
15
Research motivation
and background
“Project Vanguard for Excellence in Tourism” by
1.
2.
3.
4.
5.
the Taiwanese Cabinet
2010 Budget of US$237.4 million
Project funds will be allocated to the promotion
of international tourism, including attracting
mainland Chinese tourists
2010 target for mainland tourists is 900,000
Totally 14 tourism development plans
Plans for Taiwan to become a tourist transit
center in East Asia and an important attraction
for international tourism, following the direct
transportation links across the Taiwan Strait
16
Research motivation and
background
“Project Vanguard for Excellence in Tourism”
1.One of the sub projects is intended to
improve the general hotel quality
2. Loan-interest subsidies
3. Subsidies for design/ planning expenses
4. Training guidance
5. Encourage initiative by operators to
upgrade
6. 256 hotels received assistance from 2004
to 2009; approximately 15,000 guest rooms
were improved
17
Research motivation and
background
“Project Vanguard for Excellence in Tourism”
How to improve the general hotel quality?
1. It encourage hotel industry to purse the
ISO 22000 and HACCP
2. Most of the expert consultation and
assistance cost either obtaining an ISO
22000, HACCP, eco hotel or green hotel
could be subsidized by the government fund
18
Introduction
The Basics......
19
What is ISO?
International Standards for Business,
Government and Society
The International Organization for
Standardization (ISO) creates many different
types of standards
ISO is made up of standards institutes from
154 different countries
20
What is ISO 22000?
It is a Food Safety Management Standards
(FSMSs) that uses a management systems
approach as well as a hazard analysis and
critical control point (HACCP) process.
The goal of ISO 22000 is to provide one
internationally recognized standard for a
food safety management system that can be
applied to any organization in the food chain.
21
FOOD SAFETY MANAGEMENT
SYSTEM
22
Food Safety
Assurance that food will not cause harm
to the consumer when it is prepared
and/or eaten according to its intended
use.
Source: Codex Alimentarius in 1963
(by World Health Organization
& Food and Agriculture Organization)
23
Food Safety
Protecting People: People may get sick if
the food products are not handled
carefully
 Keeping the Employees and Customers:
It make the industry better place to work
and a place where customers returns
 Preventing Food Safety Errors: Due to
food handling errors during industrial
operations any food product can become
dangerous

24
Food Safety –
Historical Background
1.First HACCP system was developed
between NASA and Pillsbury Company
in 1971 to prevent the astronaut from
getting sick in space.
2.Become a regulatory requirements in
European Union since 1998.
3.US Food and Drug Administration also
adopted the HACCP approach as part of
control mechanism for food safety.
25
Food Safety
Management System
Why it is required?

Intense farming and processing of food

Increase in meals consumed outside home

Increase in ready to eat foods

More traveling across the world

Increased amount of exotic imported foods
26
Diverse Food Safety
Management System
Aldi system
DS 3027
FAMI-QS
Kraft food system
Irish HACCP
Nestlé NQS
Eurepgap
Friesland Coberco FSS
GMO
McDonalds system
ISO 9001
BRC-IoP
BRC-Food
EFSIS
M&S system
GMP standard for Corrugated &
Solid Board
Ducth HACCP
GFSI
Guide
SQF
IFS
AG 9000
GTP
GMP
27
ISO 22000:2005
A management system designed to enable
organizations to control food safety
hazards along the food chain in order to
ensure that food is safe at the time of
consumption
ISO 22000:2005, clause 1
28
ISO 22000:2005
Features:
 First global food safety standard.
 Harmonizes the voluntary international
standards.
 Employs proven management system
principles.
 Enables a common understanding of what
a food safety management system is.
29
ISO 22000:2005
Features:

Requires legal compliance checking

Integrates existing good practice

Internal and external monitoring
30
ISO2000:2005
Benefits:



Overcomes many of the limitations of
traditional approaches to food safety
control.
Potential to identify all conceivable,
reasonably expected hazards.
Capable of accommodating the changes.
31
ISO2000:2005
Benefits:
 Help to target or manage resources to the
most critical part of the food operation.
 Can promote international trade by
equalizing food safety control and by
increasing confidence in food safety.
 Applicable to whole food chain.
32
ISO2000:2005
 It is designed for
the entire food
chain:
 1.Producers
 2.Suppliers
 3.Manufactures
 4.Distributors
5.Retailers
6. Food service
organizations:
Hotels
Flight catering
Contract food
service companies.
33
Food chain
34
Entry of Hazards in
Food Chain
35
Food chain and process
approach



Consideration to effect of the food chain
on organization’s operation
Identification, application and
management of a system of processes
within the organization
Ongoing control over linkage,
combination and interaction of
individual processes within the system
of processes
36
Why does a company
need to get certification?
The primary reasons why
companies go for ISO
registration
 1. to gain entry into the global market.
 2. to maintain and gain competitive position

in the global market
 3. to improve the company’s image.
 4. to improve the company’s operations.
Sambasivan and Fei (2007)
38
Preparing for Certification
Once you have determine
certification is right for your
organization and picked the
certification scheme, you will
need to implement the food
safety management system
processes to meet
requirements of the standard
that you choose.
These processes must
address:
Food Safety Management
Food Safety Policy
Food Safety Manual
Management Responsibility
Management Commitment
Management Review
Resource Management
Documentation
Specifications
Procedures
Internal Audits
Corrective Action
Control of Non-conformity
Product Release
Purchasing
Supplier Performance Monitoring
Traceability
Complaint Handling
Serious Incident Management
Control of Measuring and
Monitoring
Product Analysis
Prerequisite Programs (PRPs)
Hazard Analysis and Critical
Control Point (HACCP)
Steps to Certification
A company will
generally begin by
conducting a Gap
Analysis.
This is an audit to
compare your current
system to the
requirements of the
standard.
The analysis will
provide important
information on what you
will need to implement
or change in your
organization to prepare
for certification.
After the Gap Analysis..
The next step is to
develop processes or
modify current
processes to address
requirements that
are not currently in
compliance with the
standard.
Assigning Responsibilities
A Team Structure will
make project management
organized and efficient
Steering Team
Led by Project Manager
Food Safety Team
Led by Food Safety
Team Leader
Procedure Teams
Led by Project Manager
Design and Document Processes
The Steering Team, led by
the project manager, will
coordinate the other teams,
assign responsibilities and
address management
requirements.
The Food Safety Team, is
assigned specific
responsibilities by the
standard, and will be
responsible for some of the
procedure development.
Each procedure team will
design and document the
new, compliant process for
the procedure they have been
assigned.
Obtaining Certification
Once the procedures
are complete and
implemented you
will have a registrar
come to your
facility and perform
a certification audit.
Research methodology
 1. The modified Delphi method –
group expert judgment method
 2. SPSS 12.0 Version (2006) -reliability analysis
 3. Expert Choice 2000 Version II (2003) –
analyze Analytic Hierarchy Process
(AHP) questionnaires
 4. The differences among data –
Duncan’s multiple range test
46
Experts and scholars team
 The expert panel including 18 experts were
selected utilizing a convenience sampling
procedure.
 The subjects’ were acquired from: a list of
registered members obtained from
1.Taiwan food industry research and
development institute
2.Chinese HACCP association
Experts and scholars team
Experts and scholars
team
Expert and scholars
Number of persons
Professional background
5
High-level
superintendents such as
present chefs
6
Doctors of Food Science
and Technology in
universities, with
consulting and auditing
competence on HACCP
or ISO22000
at least ten years of
experience participating
in food and beverage
practice
Production managers of
contract food service
companies
5
at least ten years of
experience participating
in food and beverage
practice
Officers of public health
bureau
2
at least ten years of
HACCP auditing
experience
48
Questionnaire distribution and
response analysis
 Each round of the Delphi was initiated by
emailing an invitation message containing a
hyperlink to the questionnaire website to
expert panel members.
 A follow-up email message with the
hyperlink to the questionnaire website was
sent to non-respondents on the seventh day
after the first message was emailed.
 Each round was concluded upon receipt of
the expert panel’s responses within two
weeks of the first email message.
Four dimensions : the main Critical Success
Factors of ISO standard implementation
 1. The top management ambition and all
personnel centripetal forces in the early
stage of implementation (Chan and Wong,
2004; Collie and Sparks, 1999; Yeung et al.,
2003; Brotherton, 2004; Lamprecht, 1991).
 2. The integrity of organizational
programming and execution of staff (Lrqa,
1995; Chan and Wong, 2004; Collie and
Sparks, 1999).
50
Four dimensions : the main Critical Success
Factors of ISO standard implementation
 3. The competitive advantage (Taylor, 1995;
Stevenson and Barnes, 2002; Chan and
Wong, 2004; Kehoe and Mann, 1994).
 4. Comprehensive of infrastructure and
professional counseling (Biazzo & Bernardi,
2003; Brotherton, 2004).
51
Pre-testing survey
27 peoples include:
 food and beverage manager,
 resident manager
 director of quality assurance
 executive chef
 manager of restaurant
 catering manager
 executive assistant manager
from the nine upscale and mid price hotels
52
Pre-test result Cronbach’s alpha all > 0.70
Dimension
mean Cronbach’s
alpha
The top management ambition 3.08 0.873a
and all personnel centripetal
forces in the early stage of
implementation
The integrity of organizational 3.45
programming and execution of
staff
The competitive advantage
3.97
0.802b
Comprehensive of
infrastructure and external
consultant
0.706c
2.91
0.719c
53
Evaluation dimensions of the second level
The top
management
ambition and all
personnel
centripetal forces in
the early stage of
implementation
Evaluation criteria in the
third level
Top management’s
carefully phases each stage
of implementation and
inspects each measurable
objective
Food safety team leader
establishing, maintaining
and updating the food
safety management with
employee’s fully support
Top management’s
execution and commitment:
the discipline of getting
things done with external
consultants
Annual budget to acquire
ISO 22000 certification
54
Evaluation dimensions of the second level
Evaluation criteria in the
third level
Establish and maintain
traceability system
The integrity of
organizational
programming and
execution of staff
Appoint a food safety
team leader, assemble
the team and decide on
a strategy
To identify and train
internal auditor
monitoring the food
safety team and its work
Provide internal as well as
external training and
educating to enhance
execution and cross
functionally competent
55
Evaluation dimensions of the second level
Evaluation criteria in the
third level
ISO benefits and market
trend
The competitive
advantage
Legislation and penalty
Increasing prestige and
trustworthiness
56
Evaluation dimensions of the second level
Evaluation criteria in the
third level
Adopted HACCP or ISO
9001 certification as
the basis for its food
safety management
system
Comprehensive of
infrastructure and
external consultant
Establish monitor and
corrective action
procedures
Knowledge of Internal
auditor to compose the
documentation
External consultant to
assist the interpretation
of the requirements
57
AHP questionnaire survey
 157 surveys from 29 hotels,
three group of stakeholders:
 1. the officials and team leaders of hotel

inspection and supervision center from

government tourism bureau

 2. the hotel front of the house personnel
 3. the hotel back of the house personnel
58
AHP three basic steps:
 (1) decomposition, or the hierarchy
construction
 (2) comparative judgments, or defining and
executing data collection to obtain pair wise
comparison data on elements of the
hierarchical structure;
 (3) synthesis of priorities, or constructing an
overall priority rating
59
3 tasks of pairwise comparison
 (1) developing a comparison matrix at each
level of the hierarchy starting from the
second level and working down
 (2) computing the relative weights for each
element of the hierarchy
 (3) estimating the consistency ratio to check
the consistency of the judgment
60
Profile of Respondents (N=157)
Variable
Gender
Age
Education
Department
Seniority
People
Percentage
Female
88
56%
Male
69
44%
20~29
38
24%
30~39
68
43%
40~49
30
19%
Over 50
21
14%
Junior high school
2
1%
Senior high school
29
18%
Some college
36
23%
University degree
73
47%
Post graduate
17
11%
Tourism bureau official
7
5%
Front office
23
21%
Food & Beverage
44
41%
Administration
17
15%
Finance
9
9%
Engineering
6
5%
Others
4
4%
1~3 years
43
27
4~6 years
56
36%
7~9 years
30
19
Over 10 years
29
18
61
Ranking of orders
top 3 priority
 1. The top management’s execution and
commitment: the discipline of getting
things done with external consultants
 2. Top management’s carefully phases each
stage of implementation and inspects each
measurable objective
 3. Provide internal as well as external
training and educating to enhance execution
and cross functionally competent
62
1. The top management’s execution and commitment: the
discipline of getting things done with external consultants
 The system costs money and time to
develop, implement and maintain
 Formulation of the food safety policy
 Top down approach communication to all
the employees
63
2. Top management’s carefully phases each stage of
implementation and inspects each measurable objective
 Clearly defined responsibilities and
authorities
 Defined training goals and measurable
objectives
 Goals – Positive, direct, definable,
measurable
 Top management’s dedication
64
3. Provide internal as well as external training and educating
to enhance execution and cross functionally competent in
the ISO 22000 implementation
Internal Trainer
External Consultant
Usually knows the background and
culture of the company
Usually has more influence with the
company
Sometimes encounters resistance
because of vested interests and
company politics
More varied experiences; broader
perspective; more objective
May lack power base
Aware of other resources might
helpful to the company
Identifies with the company’s
needs, pains and inspirations
Client company tend to more open
with external consultants about
needing help
65
4.To increasing prestige and trustworthiness
 Benefit: prestige and trustworthiness to
motivate hoteliers to obtain the
accreditation.
 A firm could lose its competitive position in
its international market as well as domestic
market by failing to pay attention to food
safety management issues
66
The Evaluation Table
Dimension
The top management ambition and all
personnel centripetal forces in the
early stage of implementation

The integrity of organizational
programming and execution of
staff
The competitive advantage
Comprehensive of infrastructure and
external consultant
Grading
323
287
185
205
Criteria
Score
Top management’s carefully phases
each stage of implementation and
inspects each measurable objective
Food safety team leader
establishing, maintaining and
updating the food safety
management with employee’s
fully support
Top management’s execution and
commitment: the discipline of getting
things done with external consultants
Annual budget to acquire ISO 22000
certification
Establish and maintain traceability
system
Appoint a food safety team
leader, assemble the team and
decide on a strategy
To identify and train internal
auditor monitoring the food
safety team and its work
Provide internal as well as
external training and educating
to enhance execution and cross
functionally competent
ISO benefits and market trend
Legislation and penalty
Increasing prestige and
trustworthiness
Adopted HACCP or ISO 9001
certification as the basis for its food
safety management system
Establish monitor and corrective
action procedures
Knowledge of Internal auditor to
compose the documentation
External consultant to assist the
interpretation of the requirements
85
Hotelier
self evaluation
Certification
service co.
evaluation
77
88
73
72
60
71
84
65
39
81
45
57
44
59
67
End of Presentation
Thank You for your
attention
Your thoughts?
68