This study involved the development and implementation of a model for providing structured on-the-job training (SOJT) in a healthcare foodservice operation. The model was developed to provide a structured method for conducting SOJT Events, the process when an incumbent employee trainer teaches another employee to perform his/her job. The model was composed of four components, each serving to support the Event. An SOJT Event Process established a series of steps to follow when conducting SOJT. A Training Manual and Training Checksheet were Support Documents used to assure the consistency of each Event and to document standard procedures. Trainers were prepared to conduct Events during the Trainer Preparation Workshop. Finally, the last component was the SOJT Event Performance Support System, a set of guidelines devised to create the support network necessary for Events to be carried out in the work setting. The model was implemented as each Trainer was scheduled to conduct two SOJT Events over a three month period. It was tested by measuring Trainee knowledge, performance and assessment of the SOJT Events. Other employees, who had been trained with unstructured training in the past served as control groups. Subjective observations of the applicability and acceptability of the model among employees were also noted. The model was successful in producing knowledge gains among Trainees. Trainees who were recipients of SOJT assigned higher assessment scores to SOJT than control group employees assigned to unstructured on-the job training. There was no difference in performance among employees trained using structured or unstructured on-the-job training. Employees that were directly involved in the SOJT Events were positive about supporting the model. Modifications for the model and the components are suggested. It was concluded that the model components that were developed and the use of a consultant with experience in training and instructional design are necessary for implementation of structured on-the-job training in foodservice operations. / Graduation date: 1992

Foodservice systems management (FSM) has had impact on the role of dietitians, not only in the United States (US), but also in Korea. The purpose of the study was: (1) to delineate and identify the acceptable FSM competencies for Korean dietitians (KDs), (2) to identify factors which influenced the Korean dietitians' usage of the competencies, and (3) to compare the Korean dietetic practitioners' (KDPs) perceived importance and educational preparation of the competencies to Korean dietetic educators (KDEs). The study was completed with two parts: (1) ten expert panel surveys to develop a comprehensive list of 47 FSM competencies, and (2) Korean dietetic practitioner (n=484, 65% response) and KDE (n=39, 63% response) mail surveys using 47 FSM competencies. Chi-square analysis results suggested that type of dietetic practice area, years of dietetic experience, and education level were significantly related to the KDPs' usage and perception of the competencies (p < .10). Perceived importance and educational preparation of FSM competencies between KDPs and KDEs were compared using a t-test. There was no significant difference in perceived importance of FSM competencies between KDPs and KDEs. Both groups rated FSM competencies as very important or important for KDs' current and future practice. In terms of FSM educational preparation, KDE rated significantly higher than KDPs (p < .10). The findings of this study will be useful for Korean dietitians to identify deficits in the competencies, and to guide the selection of appropriate experience and/or continuing education for a future foodservice systems management practice. In addition, this study can be used to develop effective FSM education programs for KDs. It is also believed that information from this study will promote FSM education programs in the US to expand into international curriculum. As a study outcome, prototype curriculum of FSM education was developed for use by Korean dietetics education programs. / Graduation date: 2000

Cook-Chill Foodservice System was a new alternative foodservice system in the 1960s. Food items in Cook-Chill Foodservice Systems are prepared and chilled in advance of service, stored in inventory, and then rethermalized before consumption. The purpose of this research was to evaluate Cook-Chill Systems from the foodservice manager's view. The objectives of this study were to: (1) identify effects, advantages and disadvantages, and decision making factors for selection Cook-Chill Systems as perceived by managers, and (2) determine if the demographics influence managers' assessment. A survey questionnaire was used to collect current information of Cook-Chill Systems. One hundred thirty-four surveys were mailed nationwide to foodservice managers with 95 (71%) valid responses. Data were analyzed from the 74 respondents who currently used Cook-Chill Systems. The results indicated that the perceived meal quality, quantity control and personnel satisfaction was equal or better, and labor cost was decreased and equipment cost increased were most often reported by managers in comparing Cook-Chill Systems with prior systems. Managers identified seven advantages: good working conditions, high productivity, labor savings, consistent quality food, good quantity control, nutrient retention, and safety. One perceived disadvantage was high capital cost of equipment. The five most often cited factors for selection of Cook-Chill Systems were labor savings, good working conditions, consistent quality food, safety, and high productivity. Factors most often cited for not selecting Cook-Chill Systems were the limited menu and types of products produced, complaints of bad food, and high capital cost. Most Cook-Chill Systems have been installed in the past ten years with previously centralized production flow. Cook-Chill Systems accommodated small to large numbers of meals with both blast chiller and tumbler chiller equipment and many reheating methods. Half of the managers were involved in choosing, designing or implementing Cook-Chill Systems. Four significant outcomes were: (1) microbiological control was the highest of meal quality contributes; (2) manager satisfaction was higher than customer and employee satisfaction; (3) meal quality and personnel satisfaction differed among reheating methods; and (4) management experience for design or implementation influenced managers' willingness in choosing these systems again. Four recommendations were drawn from this research. Recommendations were: (1) studies to identify factors contributing to success of reheating methods, (2) standard models for cost recording, (3) approaches to analyze capital cost, create menu items, and find causes of food quality complaints, and (4) a Cook-Chill Information Center to share knowledge and support the further development of Cook-Chill Systems. / Graduation date: 1991

HelenOS is an operating system based on a number of cooperating server processes, however it is missing unified means to control and monitor them. The thesis first surveys approaches taken by both popular and microkernel operating systems to the service management. Further it gives a detailed overview of relevant HelenOS environment and continues by the analysis of particular service management issues. The presented knowledge is then applied to HelenOS and the implementation based on the systemd terminology is described. Finally, the thesis shortly assesses the implementation and outlines further ideas that the implementation enabled. Powered by TCPDF (www.tcpdf.org)

<p>The hotel sector has reviewed big changes, as higher requirements on independent hotels have been set. In order to be able to compete with big hotel chains, it is no longer sufficient to only use the 4P of marketing mix, it is also required a bigger focus on the personnel. Trained and service aimed employees are service companies' intangible assets and they become more important. Globalisation and internationalisation has however contributed to that the labor market has become more open, and employees easier can compare employment conditions or change job.</p><p>The aim of this essay is to analyze and to evaluate conditions for the internal marketing at independent hotels, in order to be able to achieve employee loyalty. The essay builds on a comparison between managers' and employees' views about internal marketing.</p><p>A qualitative hermeneutical study has been used in order to be able to analyze and evaluate conditions for the independent hotels' internal marketing. Four interviews with the independent hotels' employees and three interviews with hotels' managers have been implemented.</p><p>The conclusion is that such factors as a good work environment and salary cannot contribute to that loyalty can be achieved. These factors, on the other hand, can prevent dissatisfaction with the work. It is independent hotels' investment on factors like development opportunities, managers' support and employee participation in decision making that increase the opportunities to achieve loyal employees.</p>

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The hotel sector has reviewed big changes, as higher requirements on independent hotels have been set. In order to be able to compete with big hotel chains, it is no longer sufficient to only use the 4P of marketing mix, it is also required a bigger focus on the personnel. Trained and service aimed employees are service companies' intangible assets and they become more important. Globalisation and internationalisation has however contributed to that the labor market has become more open, and employees easier can compare employment conditions or change job. The aim of this essay is to analyze and to evaluate conditions for the internal marketing at independent hotels, in order to be able to achieve employee loyalty. The essay builds on a comparison between managers' and employees' views about internal marketing. A qualitative hermeneutical study has been used in order to be able to analyze and evaluate conditions for the independent hotels' internal marketing. Four interviews with the independent hotels' employees and three interviews with hotels' managers have been implemented. The conclusion is that such factors as a good work environment and salary cannot contribute to that loyalty can be achieved. These factors, on the other hand, can prevent dissatisfaction with the work. It is independent hotels' investment on factors like development opportunities, managers' support and employee participation in decision making that increase the opportunities to achieve loyal employees.

The purpose of this study is to analyze and specify the characteristics of servicescapes in the hotel industry and its role when building a brand. Further, the aim is to put forward how Management in this sector strategically utilizes the location to manage the staff in order to help build a strong lasting brand. To fulfill our purpose we have targeted one overall question - What purpose does servicescape have when building a solid brand name in the hotel sector? In today’s society brands play an integral part in influencing our buying behavior and are now considered to be a new business tool to communicate a business trough. Also services have become a widespread phenomenon, which is seen as a competitive tool not only for companies in the service sector. The literature regarding brands are more often using production companies as examples rather than service companies, which is why we found it interesting to make clear how service brands develop, keeping in mind the dynamics and intangible aspects. This study has been taking on a qualitative method as the idea was to gain a deeper understanding about the subject. The empirical material has been gathered from seven interviews with respondents holding important knowledge either about the hotel sector or brand management. The material has made out the basis for our analysis and final conclusion which you will find in the last chapters of this thesis. Keywords: Brands, Servicescape, Service Management, Interaction and Meetings.

This thesis presents our research on service-driven networking, which is a general design framework for service quality assurance and integrated network and service management in large scale multi-domain networks. The philosophy is to facilitate bi-party open participation among the users and the providers of network services in order to bring about better service customization and quality assurance, without sacrificing the autonomy and objectives of the individual entities. Three primary research topics are documented: service composition and adaptation, self-stabilization in uncoordinated environment, and service quality modeling. The work involves theoretical analysis, algorithm design, and simulations as evaluation methodology.