Deck 21: Monitoring Performance and Taking Corrective Action

Question 1

Monitoring the performance of employees means gathering information about their work and the results of their work.

Answer 1

True

Question 2

A dining-room manager observing a server taking guests' orders and serving their entrees is directly monitoring employee performance.

Answer 2

True

Question 3

The establishment of performance standards for a restaurant is based on objective, mathematical techniques rather than on judgment.

Answer 3

False

Question 4

Three luncheon customers in Wibble's Restaurant reported bad service and poor food to the manager. This is an example of direct monitoring of employee performance.

Question 5

A report about sanitary conditions in a restaurant received from a local health inspector by the restaurant manager my be instructive to the manager, but does not constitute monitoring as defined in the text.

Question 6

Most restaurant customers are inclined to complain to restaurants managers when food quality or service are poor.

Question 7

When restaurant managers get reports from employees indicating that other employees are not adhering to established standards, the managers should always verify the information prior to taking corrective action.

Question 8

Food critics provide interesting information to readers of their columns, but their reviews typically have little effect on restaurant patronage.

Question 9

Standard labor requirements can be used to determine appropriate staffing levels for forecasted sales volume.

Question 10

Standard work hours indicate the number of employee hours necessary to perform a given amount of work.

Question 11

Which of the following is an example of direct monitoring?

A) A health inspector examining food storage facilities.
B) A customer complimenting the dining-room manager on the quality of the food.
C) A kitchen steward observing the dishwashers removing clean glasses from the dish machine.

Question 12

Which of the following is an example of indirect monitoring?

A) A chef tasting the soup just prepared by a cook for appropriate flavor.
B) An employee reporting improper serving techniques of another employee to a dining room manager.
C) a manager observing the dining-room hostess greeting customers.

Question 13

Sources of indirect monitoring can be

A) customers.
B) external agencies.
C) Both (a) and (b) are correct.

Question 14

Restaurant customers frequently

A) speak to friends, co-workers, and neighbors about the quality of food and service they receive at a restaurant they recently visited.
B) speak to the dining-room manager as they leave the restaurant about the quality of food and service received.
C) Write letters of complaint to restaurant managers about poor food or service they received in the restaurant.

Question 15

Volume/Staffing Review Charts relate staffing levels in a restaurant to

A) numbers of covers served.
B) numbers of fixed cost personnel.
C) numbers of customers expected.

Question 16

The typical time period used for evaluating the quantity of work output is the:

A) meal period.
B) hour.
C) day.

Question 17

If 7 servers are required to serve 400 covers in one 4-hour dinner period, the standard man-hours for the period would be:

A) 7.0.
B) 14.3.
C) 28.0.

Question 18

A Standard Manpower Requirement Chart:

A) is, in effect, an employees' work schedule.
B) indicates staffing levels required for various levels of business volume.
C) compares actual performance with standard performance.

Question 19

If 4 warewashers are required to wash dishes for 600 covers in a 3 hour period, the standard man-hours for warewashing would be:

A) 12.
B) 50.
C) 150.

Question 20

Corrective action taken to eliminate discrepancies between actual employee performance and the standards established for performance may include:

A) changing the established standards and doing nothing about changing employee performance.
B) changing the organization structure.
C) Both (a) and (b) are correct.