Quality consultancies are an invaluable practical tool as they help companies achieve levels of continuous improvement and the task of establishing quality management systems that promote an important business positioning and manage to exceed the expectations of the clients.
consultancies-quality-new-toolsAlthough there are regulations by which quality is diagnosed and inspected, we have presented in this work other tools and methods that organizations that use restoration services must take into account to put them on the path to excellence in quality: such as SERVQUAL and the analysis of hazards and critical control points (HACCP).
On the other hand, Cuban regulations are presented that endorse the interest and attention paid to the hygiene and sanitation of tourist facilities.
Introduction
The development of tourism continues to be an imperative for economic advancement in many countries, Cuba joins this group of countries with great potential, such as: its natural beauty, climatic conditions, cultural development, strong national identity, level of education of the population, high security and protection for the tourism sector, among others.
The UNWTO Tourism publication: Panorama 2020 with global forecasts constitutes a fundamental study based on data collected by member states and in interviews with more than 75 analysts of the future of the tourism sector. It predicts that international tourist arrivals will grow an average of 4.1% per year and contains forecasts of the growth of inbound and outbound tourism for countries in all regions of the world and examines the prospects for various market segments. (Website www.worldtourism.org/abautwto/esp/menu/.html)
Tourism companies have among their primary objectives the obtaining of competitive advantages that allow them to position themselves in the preference of clients, working both in the differentiation of their products internally and from the point of view of external competition.
Over the years, quality has become one of the essential factors for the operation of any organization. Increased competition in the world leads to the emergence of ever more demanding expectations of customers regarding quality, at the same time there has been a growing awareness on the part of organizations, that to systematically obtain good results economic, their processes must be increasingly efficient and effective, so that continuous quality improvement is required to achieve customer satisfaction, taking into account the challenge associated with the ability to generate positive results, taking into account the customer's perception of the service received. (Medina, 2008)
Although at the international and national level we have worked on the regulations based on quality, it is necessary to continue emphasizing other methods that help support the work of the regulations, such as the method of hazard analysis and critical control points and the SERVQUAL model.
On the other hand, studies are required that allow us to assess the customer's perception regarding the service received and really the quality of what is offered taking into account all the factors involved in providing it.
We have also verified that, in both developed and developing countries, special attention is paid to the final product in the food and beverage process, but the path followed by the products is not emphasized since the raw material reaches the installation until its departure as a menu item, so this work emphasizes the analysis of the method of hazards and critical control points (HACCP) as another method that we use and develop in consultancies so that facilities do not Go only to the indicators of the regulations and to the complaints of the clients when evaluating the quality of the service, but take into account scientific methods to reach both quantitative and qualitative conclusions regarding the service provided.
Development:
1.1 Referential theoretical framework
1.1.1 Definition of Total Quality
Total Quality is the most evolved stage within the successive transformations that the term quality has undergone over time, it refers to a business management system, closely related to the concept of Continuous Improvement and which also includes control of quality and quality assurance. The fundamental principles of this management system are as follows:
- Achievement of full satisfaction of customer needs and expectations (internal and external). Development of a continuous improvement process in all activities and processes carried out in the company (implementing continuous improvement has a beginning but not an end).Total commitment of the Management and active leadership of the entire management team. Participation of all members of the organization and promotion of teamwork towards Total Quality Management. Suppliers are included as an important part in the achievement of Quality in the company. (ISO 9001: 2015)
The consequences of this approach to quality affect the entire company from its very foundations. Some of these consequences are the following:
- All business functions must continually improve the quality of their work for the company to remain efficient. An inefficient provider will end up sooner or later creating problems for their customer. The purchasing policy based on the confrontation of many suppliers is a mistake. It is preferable to have few suppliers that are integrated into the company's plans. To achieve a spontaneous and positive participation of the staff, it is necessary to establish a business culture based on a great respect for the human being. This respect for the person is evidenced in events such as: taking into account their opinion, accepting their good ideas, among others, which is nothing more than participatory leadership with a tendency towards empowerment.
K. Ishikawa defines it as: "Philosophy, culture, strategy or management style of a company according to which all the people in the same study, practice, participate and promote continuous quality improvement".
In Japan it is usually called Wide Quality Control Company (CWQC) and in the USA, Total Quality Management (TQM)
1.1.2 Service Concept
Service is a term capable of accepting very diverse meanings. In the case at hand, the service must be understood as the set of accessory services of a quantitative or qualitative nature that accompanies the main service, whether it consists of a product or a service.
As organizations find it more difficult to find advantages to compete with, more attention will have to be devoted to service as a source of lasting differentiation. Factors influencing the expected service
- Word of mouth communication: the opinion that the potential client forms depends on what he hears other consumers say about him. Personal needs: the personal characteristics and circumstances of each client modify the expectations that can be created. Previous experiences: the Expectations of customers who have never used the service are usually not the same as those of those who have already experienced the use of that service or with another of similar characteristics. External communication: refers to the direct and indirect messages they send. companies to their customers, of which it is worth highlighting the price.
Parasuraman, Zeithaml and Berry (1985, 1988): Quality is the discrepancy between what is expected and what is perceived.
The North American school led by (Parasuraman, Zeithaml and Berry 1985, 1988) considers the client as the sole judge of the quality of service (Parasuraman, Zeithaml and Berry 1991), conceptualizing the quality of service as the judgment it makes about superiority or global excellence of a service (Zeithaml, Berry and Parasuraman 1988). Service quality is a type of attitude, related but not equivalent to satisfaction, which is described as the degree and direction of the discrepancy between consumer perceptions and expectations about the service (PZB, 1988).
The conceptual basis on which they are based comes from the divergence of expectations approach developed by (Oliver 1977, 1980) to explain the valuations about consumer satisfaction. The model proposed by these authors includes the analysis of five possible discrepancies, four of them internal to the organization that provides the service and the fifth relative to what is perceived by customers. It is on the latter that most studies and research have been developed.
Tangible elements: here it refers to the visual aspects of the service, to the appearance of the person providing the service, to the equipment used to carry out the process, to the place, or any other element that the client can appreciate and value in his contact with our service.
Reliability: Emphasizes that what is promised is kept.
Responsiveness: it is the speed at which the service is provided, accompanied by a desire to help the client: that the employees react positively and proactively to the client's needs.
Security: these are the skills, knowledge of the service provider, education, correction, respect for the client. It has to do with the degree to which companies convince their clients that they are serious, trustworthy organizations.
Empathy: Denotes the ability of the employee to put himself in the client's place, to take the time necessary to find out what he wants and then have the service pay for it.
1.1.3 Customer needs and expectations
All clients have needs that have to be satisfied (Maslow), these are growing and the tourist offer must be aimed at their full satisfaction. This applies to both internal and external clients.
In the case of external customers, the response determines the satisfaction of the product and, consequently, the possibility of selling the product. In the case of internal customers, the response determines the competitiveness of the company in terms of productivity and quality.
The explicit needs: Are those expressed by the client, in the form of attributes.
The implicit needs: They are those that are often not very well defined in the customer's mind, but which, if met, produce great satisfaction and a better appreciation of the quality of the product or service they receive.
These are divided into two:
- Implicit Conscious: They are not declared, they are taken for granted. Implicit Latent: Not declared, they exist in the mind of the clients but in an unconscious way. (Avila, E, 2015)
1.1.4 Definition of Diagnosis.
Philip Crosby states that the diagnosis is the starting point of quality improvement, if it is not carried out, the "illnesses" of the organization cannot be determined and therefore these would not be solved, clients would be lost since the products or services offered do not meet their needs and specifications.
1.2 SERVQUAL applications
The data obtained with the use of SERVQUAL can be used to quantify the deficiencies in the quality of the service at different levels of analysis: for each pair of statements, for each criterion or combined all the criteria. When examining these different analyzes of deficiencies, A company can not only assess the overall quality of its service, as perceived by customers, but they can also determine what the key criteria and facets are, in order to focus efforts to improve quality in these areas. from service. (Avila E, 2015)
The use of SERVQUAL focuses on the deficiencies that exist in companies and that contributes to clients having a perception of low quality in the services received. Regarding the measures that should be taken to achieve effective quality control in the services and in the tasks associated with their provision, to the clients; These differences are the fundamental causes of deficiencies in the quality of services, as perceived by customers.
These deficiencies perceived by the client are called difference 5 and those that occur internally in service provider organizations, such as differences from 1 to 4.
GAP-1: discrepancy between user expectations and managers' perceptions.
GAP-2: discrepancies between managers' perceptions and quality specifications or standards.
GAP-3: discrepancy between service quality specifications and actual service provision.
GAP-4: discrepancy between service provision and external communication.
GAP-5: represents the potential discrepancies that may exist from the customer's point of view, between the expected service and the perceived service. Key factors that determine customer service expectations are word-of-mouth communications, personal needs, experiences, and external communications from service providers. The remaining differences contribute to the existence of this difference.
The modified SERVQUAL model (Valls, Vigil, Quiza., 2000). Evaluates, analyzes and diagnoses using perceptions and expectations; with the practical application of the tolerance zone and two new differences that analyze internal customer satisfaction. (Valls, Vigil, Quiza., 2000).
These authors incorporate two new elements:
GAP 6: this measures the satisfaction of the internal client by means of the difference between their perceptions and expectations. It has 7 attributes: (work, salary, working conditions, treatment and relationships, communication and teamwork) and 27 items.
GAP 7: is the generalization of difference 1 to the internal client. Here, managers' perceptions of the needs of their subordinates are compared to the true expectations of workers.
Steps for the implementation of the Modified SERVQUAL
1. Determine sample size:
It applies to the external client.
Sample's size calculation. It is made from the following expression:
N * K 2 * P * Q
______________
n = e 2 * (N-1) + K 2 * P * Q
N being the population, K the distribution constant 2, Q the probability that you have chosen the wrong 0.5, P the probability that you have chosen the right 0.5 so that P * Q is the maximum proportion that you can obtain, e is the error fixed by the one who applies it.
Sampling procedure:
There are many different procedures by which researchers can select their samples, for which a non-probability quota sampling is recommended.
The researcher determines and interviews a certain number of people in each category.
Kendall's coefficient method: Consists of asking each expert for their criteria regarding the ranking, in degree of importance, of each of the characteristics; generally seven to fifteen experts participate. In order to apply the Kendall coefficient, you need to obtain a series of terms. A table is formed where the Aij appear, which denote the criterion on the variable or characteristic i given by expert j, considering that: i: 1, 2, 3,…, k; j: 1, 2, 3,…, M; K, number of characteristics to evaluate; M, number of experts who issue criteria.
It is also necessary to calculate the Kendall coefficient, to check whether or not there is agreement between the criteria of the experts.
Where: Δ, deviation of the criteria of the set of experts on variable i, and the average value of the order of priority given by the experts of the total of the variables, Δ² squared deviation of the criterion of the set of experts on variable i, and the average value of the order of priority given by the experts of the total of the variables, k is M squared and M is the number of experts.
It is also necessary to calculate the Kendall coefficient, to check whether or not there is agreement between the criteria of the experts, where deviation of the criterion of the set of experts on variable i, and the average value of the order of priority given by the experts of the total of the variables. ² square deviation of the criteria of the set of experts on variable i, and the mean value of the order of priority given by the experts of the total of the variables.
If w = 0.5, there is agreement between the experts; if this condition is not met, the experts should be changed and the method repeated. It is necessary to emphasize that in order to achieve efficiency in the application of this method, it is essential to correctly select the experts, at random, but to ensure that they are capable of measuring the characteristics with great accuracy, due to their capacity for analysis and logical thinking, spirit collectivist and self-critical.. Where:
Aij: Weighting of the quality characteristic i, according to experts j
K: index number;
M: number of experts;
T: concordance factor;
: Coefficient of concordance.
- Application of the surveys and their processing by means of statistical programs and specific software. Validation of the difference: the validity and reliability of the study carried out must be tested through the reliability, Crombach's alpha coefficient, which must be greater than 0, 7 and the validity through the multiple correlation coefficient that must be greater than 0.7. Discriminant validity and convergent validity must be tested.
It reflects the extent to which the establishment and its employees provide a correct and consistent service. Try to ensure that the mean process of a certain object or element in which the scale is used is free of random error.
The reliability of a scale is a necessary but not sufficient condition for a mean to be valid.
The degree of reliability is reflected in Crombach's alpha.
Yes:
Alpha> 0.7 acceptable
Alpha <0.7 no reliability.
Validity
Validity is an average, it refers to the degree to which the measurement process is free of both systematic errors and random errors.
With the validity of a scale, the aim is to know if what the scale is measuring is what the researcher really wants to measure.
For this R is measured
If R> 0.7 null hypothesis
If R <0.7, delete surveys.
Analysis of variance is done to show R is acceptable. If R = 0.7 null hypothesis.
If R ≠ 0 0.05 alternative hypothesis.
Yes Signif. F> 0.05 I accept null hypothesis.
If F <0.05, I reject null hypothesis and the result will be valid.
- Analysis of the results of the discrepancy between the perceptions and expectations of the external client: The value of the difference of the survey in general will be valued and the result of each of the attributes will be analyzed. The weighting given by customers and the% satisfaction are also analyzed. It should be emphasized in the most affected attributes. Analysis of the results of the difference between what external customers expect and what managers believe customers expect. Analysis of the results of the discrepancy between what management understands about the expectations of the client. external customer and specifications.Analysis of the results of the discrepancy between what management understands about the expectations of the external customer and the specifications.Analysis of the results related to the provision of the service and its specifications. Analysis of the results of the difference in communication with the external customer and the service actually provided. Analysis of the results of internal customer satisfaction using the difference between their perceptions and expectations. Analysis of the results of internal customer satisfaction.
This analysis complements the quality assessment carried out and provides information on customer expectations. It is important to note that the analysis of complaints, by itself, is not a valid method of evaluating quality. Because it is known that: only 4 to 6% of dissatisfied customers are those who formalize their complaints or claims. On the other hand, complaints are alerts of failures of the service system, hence the importance of their correct treatment (see them as opportunities for improvement and act immediately for their solution), registration and follow-up.
With this objective, a summary of the complaints and claims of the period will be made to associate them with the results of the difference between the perceptions and expectations of the external client of the SERVQUAL model and to evaluate the areas and attributes. It is recommended to use Histograms and Pareto Diagrams to determine the problems to prioritize.
1.3 Other tools for quality assessment
Since the SERVQUAL model does not give a macro-level result, it was decided to use other diagnostic tools at the operational level in the following order:
Brainstorming
Brainstorming is a technique for generating ideas properly. A group of people will present their ideas as they arise, so that each one has the opportunity to refine the ideas of the others.
This tool was created in 1941 by Alex Sobornes. It should be used when there is a need to: unleash the creativity of the teams, generate a large number of ideas, involve everyone in the process and identify opportunities to improve.
The problem on which ideas will be contributed will be identified.
Through each participant a written list of ideas about the problem will be made.
When obtaining the basic list of ideas about the problem, the most significant ideas will be selected through the experts (7).
Ideas that received little attention will be removed.
Diagram Cause - Effect
It is a technique that shows the relationship between a quality characteristic and the factors that determine it. This technique is known as the Ishikawa diagram. (Ishikawa, 1986).
The causes that cause the effect are determined and then each of these is subdivided into causes, and so on until all the factors that can cause the effect are listed.
It is an effective tool to study processes and situations, and to develop a data collection plan, it is used to identify the possible causes of a specific problem, its graphic nature allows groups to organize large amounts of information about the problem increasing the possibility to identify the main causes.
The objective of the quality diagnosis is to have a fair approximation of the situation facing the installation, both from its physical requirements and from its human resources, that is, to know the comprehensive quality of the product offered to customers with the perspective to ensure the quality that must characterize the tourist offer as a challenge for the development of this industry.
1.4 Hazard Analysis and Critical Control Points (ACCPP)
Currently, the consumer receives less and less products directly from natural sources, attempting to make them undergo major modifications before being consumed, and therefore, if certain regulations are not followed, they may have a negative impact on the consumer's health.
Food safety refers to the existence of hazards associated with food at the time of consumption. The introduction of these hazards can occur at any point in the food chain, which is why adequate control and the combination of efforts of all the parts that participate in this chain is essential (NC ISO 22000: 2005).
Foodborne diseases (ETAs) have been recognized as the most widespread public health problem in the world today, causing a significant drop in productivity and large economic losses that affect countries, companies, small family businesses and consumers (FAO, 2004).
It is enough to add that more than 200 known diseases are transmitted through food, estimating that their impact causes 6-81 million patients and up to 9000 deaths each year in the United States of America (Vásquez-Arroyo and Cabral-Martell, 2003).
On the other hand, we have been able to verify in the kitchen sub-process of several restaurants at an international level, both in developed and developing countries, that the fundamental regulations regarding food hygiene are not followed, nor are all the indicators taken into account for that the final product can be classified as innocuous, which is why it is vitally important, the awareness by decision-makers and the application of methods that, like HACCP, are approved by the competent bodies to place the organizations that provide food and drinks on the path of excellence.
In Cuba, for example, this has been included in the regulations: “Code of Good Practice. General principles of food hygiene in NC 143: 07 ”; which is consistent with the global approach and with the priority objectives of MINTUR in accordance with the guidelines of NC 136: 2007 on Hazard Analysis Systems and Critical Control Points.
This is applicable to all links in the food chain and its preventive nature allows taking appropriate measures in time to ensure that no dangerous product reaches the consumer.
1.7.1. Main background of the HACCP system
The Hazard Analysis and Critical Control Points system began to develop from the 1950s; product to the new trends in quality management of W. Edward Deming, which are considered the most important factor in the change in the quality of Japanese products. In addition to this, it played a fundamental role in the development of this system, the joint progress itself between the Aeronautics and Space Administration (NASA), Army laboratories and the Pillsbury company, all in the United States. United, who began their application in the production of food with "zero defects" requirements, destined for NASA's special programs, and then officially presented it in 1971 at the first National Conference on Food Protection in the USA., already displaying its characteristic acronyms in English HAPCC (Flores, 1998; Panalimentos, 2004).
In 1991, the Codex Alimentarius Food Hygiene Committee developed a guide for the application of HAPCC, which was widely disseminated and accepted. Then, in 1992, the first modification was made and later, in 1997, a second modification was made to said guide, which was immediately distributed on the Internet by the Journal of Food Protection.
There are several dangers that are associated with food and that it is of utmost importance to take into account when preparing it, since it can cause an adverse effect on health. According to Codex there are 3 types of these dangers such as:
Biological: Refers to the presence of any pathogenic bacteria, viruses or parasites that have the capacity to produce a disease in the client.
Physical: Refers to any foreign object present in the food that involves damage to the client's health. Eg: metal, wood chip, glass, etc.
Chemical: Refers to any chemical present in the food, either naturally, intentionally or incidentally added that causes damage to the consumer's health. Eg: Additives, dyes, agricultural chemicals, etc. (Codex, 1997).
The most important sources of microbial contamination are:
- Raw food: In the case of raw meat, skin, intestinal content, equipment and utensils, handlers, air, water, packaging. In fresh fruits and vegetables: Soil, irrigation water, handlers, dust, feces, animals, insects, storage, etc. Ready-to-eat foods: Handlers, utensils, the environment, insufficient cooking, etc. (Suárez, 2012).
To reduce the burden of foodborne illness, WHO is collaborating with countries in creating and strengthening national food safety systems to enable them to effectively manage their food supplies. The main aspects of this work consist of:
- improve foodborne disease surveillance and chemical monitoring: improve the capacity of Member States to have timely information on outbreaks of foodborne illness, share that information through the INFOSAN network of agencies food safety, and thus mitigate the effects of such outbreaks; establish standards on the content and quality of food through the Codex Alimentarius Commission (in collaboration with the Food and Agriculture Organization of the United Nations); • develop risk assessment methods for novel foods, including nutrients and functional foods, provide guidance on containment of antimicrobial resistance,that can be transmitted to humans by animals consumed as food; conduct training courses in epidemiology and laboratory techniques for the human health, animal health and food safety sectors through Global Salm-Surv (a global network created by WHO involving laboratories and people working in the surveillance, isolation and identification of Salmonella and in the detection of its resistance to antimicrobials); provide laboratories with an external quality assurance program, a Reference testing and supplies service; Examine the safety of new food technologies and foods of biotechnological origin; effectively communicate food-related hazards:develop training and communication tools to support appropriate food handling and preparation practices, including the Five Keys to Improving Food Safety; increasing international cooperation and assistance in food safety (WHO / FAO, 2010).
In Cuba, as previously mentioned, much emphasis is placed on the health issue, so we have NC 143: 2007.
This Cuban Standard is applied as a useful checklist of the requirements by the competent national authorities responsible for monitoring compliance with food hygiene provisions. The purpose of its publication is to serve as a guide and encourage the development and establishment of definitions and requirements applicable to food with a view to its harmonization and, thus, facilitate trade, which will allow its wide use by regulatory authorities. Competent food industries (including primary individual producers, manufacturers, processors, food service operators and resellers), as well as all food handlers and consumers. (NC 143: 2007)
In order for the Food Safety and Management System (SGIA) to be effective, a company policy must be established that emphasizes prevention, and that does not depend, as usually happens, on the inspection of finished products. (ISO 9001: 2015)
1.5 Application of the HACCP system
Before applying the HACCP System, the establishment must have adequate structure and equipment and must work with the general principles of food hygiene, which will allow control to be focused on critical points. The HACCP System must be developed individually for each food establishment and specifically adapted to its products and processes (production, storage, distribution, etc. conditions).
The basic principles of the Codex Alimentarius on which HACCP is based provide the necessary flexibility to be applied in all types of food establishments, large or small, and allow to take into account the specific nature of traditional food production methods.
1.5.1. Benefits of the HACCP system
According to FAO, 2006; the application of a HACCP system produces different benefits, such as:
- Production of safe food at all times. Prevent products from reaching specifications. Increased productivity. Decreased costs and resource savings. Optimal ATS prevention. Provides evidence of safe and efficient food handling. Positioning according to international standards Increases awareness of quality work among employees Increased level of staff training Increased level of satisfaction of clients.
1.5.2. HACCP principles
The Codex Alimentarius in 1999 structures the HACCP System into seven basic principles, which are mandatory (NUTRICION, 2008):
- Conduct a hazard analysis Determine Critical Control Points (CCP) Establish a critical limit (s) Establish a CCP monitoring surveillance system Establish corrective action to be taken when surveillance indicates that a particular CCP Not controlled. Establish verification procedures to confirm that the HACCP System is working. Establish a documentation system on all procedures and records appropriate to these principles and their application.
NC-ISO 22000: 2005 specifies the requirements for a food safety management system that combine the following generally recognized key elements to ensure food safety throughout the entire food chain, up to the point of final consumption.
−Interactive communication; −System management; −Prerequisite programs; - HACCP principles.
The improvement plan guides the execution and allows an adequate follow-up, but it is necessary to prepare it with a sense of reality, that is, to propose the actions to be achieved, in terms of costs, scheduling, resources and political viability. In NC-ISO 22000: 2005 the following are proposed as actions aimed at improvement:
- Analysis and evaluation of the existing situation to identify areas for improvement. Establishment of objectives for improvement. Search for possible solutions to achieve the objectives. Evaluation of these solutions and their selection. Implementation of the selected solution. Measurement, verification, analysis and evaluation of the results of the implementation to determine that the objectives have been achieved. Information on the changes.
1.5.3 Implementation of the HACCP System
1st phase
a) Review of the strategic planning Mission
View
- Definition of the Quality Policy: (ISO 9001: 2015) Appoint director of the HACCP project:
2nd Phase: Procedure for the implementation of the HACCP System Step1: Formation of the HACCP team
a) For the formation of the team, the proposal made by Sosa (2008) was taken into account, where it was defined at two functional levels: one at a general level, in charge of directing and ensuring compliance with the actions, which was formed following the trajectory of food and was made up of: Sub - director of services, head of Warehouse, Chef of Kitchen and, specialist of Quality.
And a second level, focused directly on the restaurant, with the aim of carrying out the actions for the application of the HACCP System, as well as its subsequent follow-up consisting of: Brigade Chief, Dependents, Food Handlers, as is the case of cooks etc. (Polished, 2015)
- b) Initial training:
Workers are measured in participation in training courses on food safety.
Step 2. Product Description
It was considered to carry out the study for 100% of the dishes offered in the restaurant, based on the fundamental raw materials.
The description of the dishes includes meat raw materials, fish and seafood, fruits and vegetables.
Physical description
The culinary preparations offered must comply with the quality specifications required to guarantee their safety, as well as consider the established grammage and aesthetic standards that are attractive to consumers.
Physico-chemical and microbiological characteristics
The physico-chemical characteristics will depend on the raw materials used in the preparation of the dishes, which in turn will define the qualities of appearance, texture, color, aroma and flavor, as well as their vulnerability to be considered vehicles of Foodborne Illnesses. The microbiological characteristics will depend on the raw materials, the handling and the manufacturing procedures. In this restaurant, specifically, the foods that are used the most are pork, chicken, fish and seafood, so compliance with established procedures is essential to guarantee a stable and safe product. The dishes are classified according to the type of preparation and therefore those that have to do with the cold area or the hot area.
Regarding the microbiological characteristics, they will depend on the raw materials, the handling and the manufacturing procedures. Compliance with established procedures must guarantee a stable and safe product. That is why the controls must be carried out from the moment the raw material arrives until the finished product leaves: Supplier control, systematic monitoring of compliance with GMP, control of periodic monitoring of product disinfection procedures that require it, as well as control of temperature and cooking time.
See annexes
Step 3. Determination of the use to which it is to be put Determine:
Maximum production time.
Sales conditions for all the dishes How all the dishes will be made Step 4. Preparation of the flow diagrams
All the flow charts for the different associated culinary preparations were drawn up according to their fundamental raw materials.
Step 5. Verification of flow charts
Verify the flow diagrams in situ, to rectify if all the products and dishes offered follow the correct path avoiding possible contamination.
Step 6. Hazard analysis.
Identify the potential hazards (physical, chemical and biological) in the process of preparing the dishes.
Consider the presence of foreign matter (stones, wood chips, metal particles, etc.) as physical hazards; Regarding chemical hazards, assess the inappropriate use of hormones and antibiotics in the breeding of slaughter animals, the presence of heavy metals (mainly mercury and lead), histamine, toxins in fish and sodium meta-bisulfite in shellfish, and the presence of herbicides and fertilizers used in agricultural crops.
Regarding biological hazards, considered the most severe, the main Foodborne Diseases caused by the consumption of meat and its derivatives were taken into account, with special emphasis on microbial species such as: Salmonella, Listeria, Campylobacter, E. coli, Staphylococcusaureus, among others.
Eggs can carry Salmonella, which is why they are properly disinfected and cooked. Vegetables can present parasite cysts or contamination with soil bacteria such as Cl. Botulinum and Listeria sp.
To develop and verify hazard analysis more clearly, develop observations during service.
Cross contamination is the danger of biological origin that is most manifested in the elaboration process, being the actions of portioning, mixing, assembly and preparation, those that most cause the manipulator. The fulfillment of the BPE, the overcoming of the manipulators, the implementation of the cleaning and disinfection plan were the ones that should be most affected, as well as the main measures to be taken to avoid that these stages constitute a danger to the health of the clients.
Process redesign
The next step is related to the redesign of the processes, taking into account the deficiencies that are detected during the evaluation of the guides that are in the annexes (ISO regulations and Cuban standards) and that we are guided by. in the consultancies to the quality of the establishments that offer restoration services.
Step 7. Identification of the CCPs and the establishment of their critical limits Determine the critical control points and establish the permissible tolerance ranges for each one, relying on the information established in the hazard analysis.
Step 8. Corrective measures
Delimit the corrections, train the staff so that there are no doubts about the process, the person in charge and the surveillance of the CCP
Step 9. Establishment of a Registration and Documentation System
Prepare the registry and documentation of the HACCP Plan. This should contain the CCPs, the hazard analysis, their surveillance procedure and how to act in the event of a deviation from the Critical Limits.
In order for the system to be properly documented before any External Audit or Inspection, it must include the models of supplier inspection, evaluation of the cleaning and disinfection of the work areas and the temperature control of the refrigeration and defrost chambers. See the annexes (MINSAP Guide)
Step 10. Establish verification procedures
When all the wheels start to turn and all the personnel are imbued with which are the CCPs and the whole process is working harmonically under the standards of the System, you will be in a position to request external audits for the certification of the process.
Conclusions
- Using the modified SERVQUAL method allows me to verify the degree of dissatisfaction of internal clients, as well as other indicators, related to structure, communication, among others.The indicators of Reliability (Alpha de Crombach) and Validity (R 2) corroborate the validity of the study and the minimum absence of random and systematic errors. The results of the quality evaluation indicate the difference between the expected service and the service received. If there is any percentage of dissatisfaction in external clients, the methods described in Section 1 allows me to determine which attributes are most affected. The HACCP method is perfectly applicable, and the flow diagrams for the determination of the PPCC allows the restoration facilities to have a structure and logical order to obtain the necessary information. for an objective definition of the problems, contributing considerably to the search for strategic solutions. The use of techniques and methods such as the checklist, the formal and informal interview,Observation and analysis of documents allow the necessary data and information to be collected, giving the diagnostic process in the restaurant area greater depth and confidence in obtaining the results. The analysis of food from reception to consumption is carried out according to established in international standards. The application in the medium or short term of an improvement plan that responds to the criteria of experts, constitutes the fundamental way to provide high quality products to customers, and to ensure the corresponding hygiene requirements..The analysis of food from reception to consumption is carried out in accordance with international standards. The application in the medium or short term of an improvement plan that meets the criteria of experts is the fundamental way to provide high quality products. towards customers, and that the corresponding hygiene requirements are ensured.The analysis of food from reception to consumption is carried out in accordance with international standards. The application in the medium or short term of an improvement plan that meets the criteria of experts is the fundamental way to provide high quality products. towards customers, and that the corresponding hygiene requirements are ensured.
Bibliographic references
- Amat Salas, Oriol. Quality Costs Document 11 - Principles of Management Accounting Series. Aguilera Cepena, N., (2006) Design of the HACCP System in the Hot Area of the Central Kitchen of the Hotel & Bungalow Comodoro. Diploma work. Cuba, Food and Pharmacy Institute, University of Havana, Alba, Y., (2010) Proposal for an Improvement Plan for the Hotel Villa la Granjita Restoration Activities. Diploma work. "Marta Abreu" Central University of Las Villas. S Caballero, A. and others. Good Practices in Food Handling. National Institute of Hygiene and Epidemiology. Cuba, 2000. Avila E, Enildo, Implementation of SERVQUAL for quality diagnosis at the Tryp Península hotel, Retos Turísticos, 2015 Caballero, A. and others. Cleaning in establishments.National Institute of Hygiene and Epidemiology. Cuba, 2000. Codex Alimentarius on its 50th Anniversary. WHO / FAO press release. July 2, 2013, Rome Codex Alimentarius. Joint FAO / WHO Program on Food Standards. Zaragoza, Spain, 2000. Codex, 1997. Taken from Esp. Ávila Hernández, Aleyanis C. Restoration management. Codex, Guidelines for the application of the HACCP System. Spain, 2000. Quality control. Available at: http://www.aeca.es/pub/documentos/pg11.html, 2013Crosby Philip. Let's talk about Quality. Ed México 1996 12. Crosby, P. 1991. Quality does not cost, CECSA, México.Díaz Martín, AM 1996. "Evaluation of the Quality of Service in the Tourist Company".X National Congress and VI Hispano-French Association European Business Management and Economy. Granada, June 11 to 14, Díaz Vázquez, J. (2009).Study of the elements of business management that have an impact on the efficiency of the Food and Beverage process at the Hotel Sol Palmeras. Food Emphasis, 2008. Taken from Téllez Javier, José Alberto. Implementation of a safety management system in a food powder company. Master's Thesis. Universidad Iberoamericana, México, DF, 2009.Evans, Lindsay. Quality Management. Mc Garw-Hill Publishing House. 2000.Folgar, OF GMP-HACCP. Good manufacturing practices. Risk Analysis and Control of Critical Points. Machi edition. Buenos Aires, Bogotá, Caracas, México, DF. February 2000.Food and Agriculture Organization (FAO). Food and Agriculture Organization of the United Nations - FAO, Ministry of Social Protection (Colombia).National Workshop on the Analysis of National Food Regulations and Procedures for their Harmonization with Codex Alimentarius Standards. Bogota; 2004.García Pulido, Yadrián. Proposal of an index for the diagnosis of compliance with the sanitary hygiene prerequisites, for the management of safety in gastronomic services. Thesis presented as an option to the master's degree in tourism management. University of Matanzas Camilo Cienfuegos. CEI Faculty. Department of Tourism. 2014.Ishikawa Kaoru. Total Quality Control. The Japanese modality. Ed Social Sciences. Havana City 1990. Juran Joseph M. Quality Control Manual. Ed Mc Graw-Hill. 1993, Chapter 20, 26, 6, 4, 2 Kotler Philip (1997). Marketing Director Lovelock, Christopher H.2000. Marketing of services. Third edition. Lithographic Ingramex, S.A de CV.Martell González, I and collaborators. Design and application of the HACCP system in hotels and facilities of the Varadero tourist center. EHT Varadero, 2011.Martell González, I. Notes for a food science textbook. EHT de Varadero, 2011.Ministry of Public Health and Ministry of Tourism (MINSAP-MINTUR). Hygienic-Epidemiological Health and Safety in Tourism Program. Guide for the Health Assessment of tourist accommodation establishments. 2. Cuba, 2005. NC 136: 2007. Hazard analysis system and critical control points and guidelines for its application. Second edition. Standardization Office, Cuba.NC 143: 2007. Code of practice-general principles of food hygiene. First edition. Standardization Office, Cuba ISO 22000: 2005.Food Safety Management Systems. Requirements for any organization in the food chain. Montgomery Douglas C. Statistical quality control. Ed CIS. Grupo Editorial Iberoamérica Part II. Chapter 10.NC-ISO 9000-9004: 2015. Quality Management Systems. Requirements Certified translation. Ed. National Standardization Office. Havana City. 2015Ministry of Public Health and Ministry of Tourism (MINSAP-MINTUR). Hygienic-Epidemiological Health and Safety in Tourism Program. Guide for the Health Assessment of tourist accommodation establishments. 2. Cuba, 2005. ISO 22000: 2005. Food Safety Management Systems. Requirements for any organization in the food chain. Olsen, 1997. Taken from Esp. Ávila Hernández, Aleyanis C. Restoration management. WHO / FAO.The new United Nations standards on food safety and nutrition will benefit consumers. Press release. July 8, 2013, Rome. Taken from: http: //www.who.int/mediacentre/news/notes/2013/codex_alimentarius _20130708 / en / PAHO / WHO. (2002). The analysis of dangers and critical points in food safety. Brief guide, [Available at: http://www.panalimentos.org/GMP/HACCPTurismo: Panorama 2020 Available at Web worldtourism.org/abautwto/esp/menu/.htmlZeithalm, VA, Parasuraman, A y Berry, LL Total Quality in service management. EU, Editorial Díaz de Santos, 2013.int / mediacentre / news / notes / 2013 / codex_alimentarius _20130708 / en / PAHO / WHO. (2002). The analysis of dangers and critical points in food safety. Brief guide, [Available at: http://www.panalimentos.org/GMP/HACCPTurismo: Panorama 2020 Available at Web worldtourism.org/abautwto/esp/menu/.htmlZeithalm, VA, Parasuraman, A y Berry, LL Total Quality in service management. EU, Editorial Díaz de Santos, 2013.int / mediacentre / news / notes / 2013 / codex_alimentarius _20130708 / en / PAHO / WHO. (2002). The analysis of dangers and critical points in food safety. Brief guide, [Available at: http://www.panalimentos.org/GMP/HACCPTurismo: Panorama 2020 Available at Web worldtourism.org/abautwto/esp/menu/.htmlZeithalm, VA, Parasuraman, A y Berry, LL Total Quality in service management. EU, Editorial Díaz de Santos, 2013.
Annexes.
ISO 22000: 2005 checklist of food safety management systems - Requirements for any organization in the food chain.
Cuban Standard 126
| No. in NC | Requirement Description | No. of Holders | |||||
| one | two | 3 | 4 | 5 | |||
| 5.4 | |||||||
| 5.4.1 | Exterior lighting integrated into the place and with good maintenance | X | X | X | X | X | |
| 5.4.2 | Exterior signage. It will include: name, hours of services, specialty and category when granted |
X |
X |
X |
X |
X |
|
| 5.4.3 | Well-maintained and well-kept green areas | X | X | X | X | X | |
| 5.4.4 | Parking in nearby places less than 150 m from the front door | X | |||||
| Parking for the exclusive use of customers. Up to 150 m from the main door. | X | X | |||||
| Having uniformed parking service at the door | X | X | |||||
| 5.5 | |||||||
| 5.5.1 | Main entrance duly illuminated and signposted. | X | X | X | X | X | |
| Must allow access for people with disabilities | X | X | X | X | X | ||
| Exclusive main entrance for customers | X | X | X | ||||
| They must have a doorman service | X | X | |||||
| 5.5.2 | Lobby or waiting room with an area equivalent to 10% of the dining room. You can use the bar. | X | X | ||||
| 5.5.3 | Reservation system with telephone service. A record must be kept | X | X | X | X | X | |
| Exclusive telephone line for reservations attended from opening to closing | X | X | |||||
| 5.6 | |||||||
| 5.6.1 | Natural or artificial interior lighting as required | X | X | X | X | X | |
| They must have dimmers to control lighting | X | X | |||||
| 5.6.2 | Interior signs located in visible places, duly illuminated | X | X | X | X | X | |
| 5.6.3 | Restaurants arranged in closed premises must have an adequate ventilation and extraction system that guarantees customer comfort. | X | X | X | X | X | |
| 5.6.3 | They must have air conditioning or forced ventilation as long as an adequate temperature between 21 and 23 ° C is guaranteed. | X | X | X | |||
| 5.6.4 | They must have public telephones in perfect working order | X | X | X | X | X | |
| With phone books | X | X | X | X | X | ||||
| They must have a wireless telephone for the use of the clients | X | ||||||||
| They will have paper and a pen | X | ||||||||
| 5.6.5 | The client elevator will be independent from the cargo elevator. | X | X | X | X | X | |||
| In addition to the freight elevator, there will be one for garbage and waste | X | X | |||||||
| 5.6.5.
one |
One elevator for clients for every 200 spaces
From three floors From two floors From a plant |
X |
X |
X |
X |
X |
|||
| 5.6.6 | They must have electrical energy | X | X | X | X | X | |||
| 5.6.6.
one |
Lighting and emergency electrical energy:
Gas or battery lamps, candles or similar items Rechargeable lamps Emergency electric power |
X |
X |
X |
X |
X |
|||
| 5.6.7 | Must have a soundproofing system | X | X | ||||||
| 5.6.8 | They must have a 24-hour supply of running water and a supply of hot water in the kitchens. | X | X | X | X | X | |||
| The water will be drinkable including that used to make ice | X | X | X | X | X | ||||
| There must be water storage that guarantees the operation of the restaurant. | X | X | X | X | X | ||||
| They must have a hot water supply in the bathroom sinks | X | X | |||||||
| 5.6.9 | When required, they will have uninterrupted gas service. | X | X | X | X | X | |||
| 5.7 | Security | ||||||||
| 5.7 | They must comply with all general exit measures. | X | X | ||||||
| It must have a detection and exit system for fires and other contingencies. | X | X | |||||||
| Evacuation schedules must be in visible places | X | X | |||||||
| Escape routes must be defined, marked and free of obstacles | X | X | |||||||
| There should be an 83 exit for first aid. | X | X | |||||||
| Access will be limited in the relevant areas. | X | X | |||||||
| 5.8 | Hygienic - sanitary conditions | ||||||||
| 5.8 | The restaurant must have the best cleaning, hygiene and maintenance conditions. |
X |
X |
||||||
| Must have a liquid waste treatment system | X | X | |||||||
| 5.8.1 | The environment where the restaurant is located must be free of overflowing pits, contaminated waters, strong odors, noise, solid waste and loose pets that are not part of the design. |
X |
X |
||||||
5.8.1. They must have tanks lined internally with disposable bags and areas
1 to locate garbage and waste. XX
The collection and cleaning of the tanks must be daily. XX
5.8.1. They must have effective protection and control of insects, vectors and harmful animals XX
two
5.9 Facilities for people with disabilities
5.9 The entrance to the restaurant and part of the facilities must be
equipped for people with disabilities XX
5.10 I. Dining room
5.10.1 The distribution of tables and furniture must be functional.
XXXX
11.60 m, 80 m2 2 / plaza / plaza XXXX
2.00 m 2 / square
5.10.2 You must have a bar service in correspondence with XXXX
restaurant specialty
You must offer various categories in alcoholic beverages, including both large wine reserves and alcoholic distillates X aged for 12 or more years.
5.10.3 The setting and furniture must correspond to the category and design. XXXX
They must have children's chairs. XXXX
They must be simple, but of quality and offer minimum and essential conditions of comfort XX
They must be of good quality and offer average conditions of comfort X
They must be of superior quality and offer conditions of luxury and comfort X
They must be of the highest quality, studios for exclusive designs will be accepted and offer the maximum conditions of luxury and comfort
5.10.4 The facilities and equipment must be those necessary, they will form a coherent set with the rest of the design elements, and
they must agree to the complexities of the service in each XXXX
category
They should be simple, but of quality and design XX
They must be of good quality and good design X
They must be of superior quality and design X
They must be of the highest quality, studies will be accepted for exclusive designs
| 5.10.5 | The crockery, glassware, cutlery and tablecloths will form a coherent whole. |
X |
X |
X |
X |
| It must have the necessary amounts for its exploitation and its permanent replacement | X | X | X | X | |
| They should be simple, but of quality and design | X | X | |||
| They must be of good quality and good design | X | ||||
| They must be of superior quality and design | X | ||||
| They must be of the highest quality, studies are accepted for exclusive designs | |||||
| 5.10.5.1 | The crockery and tablecloths must be identified according to their identity manual | X | |||
| Tablecloth covers must not be used | |||||
| 5.10.6 | They may have indirect music systems or audio and live music systems in correspondence with the design of the service and the | ||||
| restaurant characteristics respecting the maximum permissible levels established | X | X | X | X | |
| 5.10.7 | They must have smoking and non-smoking areas | ||||
| 5.11 | |||||
| 5.11.1 | Types and forms of service
Compliance with service hours Good hygienic and sanitary condition in all areas Compliance with the service forecast Fast, efficient and professional care Customer satisfaction assessment Use of customer communication Existence, application and revision of procedure manuals Wine service with sommelier, winery, bottle racks, showcases, support material, wine ritual, menu and others Tobacco service with a humidor, a varied menu of cigars and cigars, a service trolley or a portable box with a tobacco house. Liquor cart service |
X X X X X X X X |
X X X X X X X X |
X X X X X X X X |
X X X X X X X X X X X |
| 5.11.2 | Breakfast service (where offered):
They will have one of the following alternatives: breakfast at the table or buffet with at least a continental menu, or quick breakfast including coffees or infusions, juices and pastries / croissants They will have breakfast at the table and buffet with alternative menus |
X |
X |
X |
X |
| 5.12 |
| 5.12 | They must be designed in correspondence with the Identity Manual and kept in optimal conservation conditions. Made with quality material and in two languages
Made with good quality materials and in two languages. In the case of specialized or other restaurants, original variants must be accepted. They must have a grocery menu and a bar menu Made with superior quality materials and in two languages. In cases of specialized or other restaurants, original variants must be admitted. They must have a grocery menu, a bar menu, a wine list, a dessert and infusion menu and a tobacco menu. Made with superior quality materials and in three languages. In cases of specialized or other restaurants, original variants must be admitted. They must have the same variety of cards as those of 4 forks and also cheese tables and a breakfast menu when these services are provided. |
X |
X |
X |
X |
| 5.13 | |||||
| 5.13 | The bathrooms or toilets must be independent for men and women, located near or inside the restaurant. | X | X | X | X |
| Illuminated and properly marked | X | X | X | X | |
| They must maintain a pleasant smell and a total and absolute cleanliness | X | X | X | X | |
| The facilities and equipment must be in correspondence with the category and in optimal working order. | X | X | X | X | |
| There must be a system of 86 hand washers or air renewal. | X | X | X | X | |
| There must be permanent staff to care for the bathrooms. | X | X | X | X | |
| They will be equipped with: toilets with lids, urinals in the men's room, 86 hand-basins and mirrors with 86 hand-basins86 or on these soap, toilet paper in 86 hand-basins86os for each independent cabin, hot air dryer, wastebasket, ashtrays They will also have: separate entrance hall for men and women, liquid soap dispensers, paper towel dispenser, washbasin with countertops, hangers inside each individual cabin, pedal paper baskets with lids distributed one per cabin and two in the lobby, air conditioning |
X |
X |
X |
X X |
|
| 5.14 | |||||
| 5.14 | You must have the following conditions: |
| Preparation or extraction areas 86 lined up to a minimum height of 1.80 m with tiles or materials that allow for extra cleaning. | X | X | X | X | |
| Angles protected with chuck up to 1.30 m high | X | X | X | X | |
| Floors covered with antacid materials and 86extraction86es86 that allow an extra cleaning 86 | X | X | X | X | |
| Equipped with good lighting | X | X | X | X | |
| Must have hot and cold water | X | X | X | X | |
| 86 extraction located in the preparation and processing areas | X | X | X | X | |
| The kitchen, its equipment, utensils, fixtures, cookware must be clean and functional | X | X | X | X | |
| The technical facilities will be kept in adequate maintenance conditions | X | X | X | X | |
| Marked areas 86extra the identity manual | X | X | X | X | |
| Preferred location on the same floor of the dining room, 86extraction86e fast and functional with it | X | X | X | X | |
| Capacity proportional to the number of seats in the dining room | X | X | X | X | |
| It must have a cold area, hot area, preparation areas, bakery and confectionery area (86 extra design), and scrub area. | X | X | X | X | |
| Comply with the principle of forward travel | X | X | X | X | |
| The fire and extraction capacity87es must respond to the levels of extraction and supply. | X | X | X | X | |
| Kitchen equipment and batteries according to the 87extraction 87es of the menu and service | X | X | X | X | |
| Scrubbing media - dishwashing and glassware adjusted to rotations | X | X | X | X | |
| Adequate extraction of air, steam, heat and adequate ventilation | X | X | X | X | |
| Facilities and equipment must not interfere with the workflow | X | X | X | X | |
| Correct location of grease traps | X | X | X | X | |
| Existence of the sanitation plan | X | X | X | X | |
| Preparation, presentation and service of meals as established | X | X | X | X | |
| The equipment will guarantee the adequate temperature of the food | X | X | X | X | |
| Existence of suitable means of measurement verified and suitable for use | X | X | X | X | |
| Existence of means and measures to protect the worker | X | X | X | X | |
| Each area will have limited access | X | X | X | X | |
| Defined location for documentation (technical charts and others) | X | X | X | X | |
| Chef's area | X | X | X | X | |
| In addition to the above, they must have: |
| dispatch area, pantry and cashier | X | ||||
| daily pantry | X | ||||
| if there is room service, it must have a reception and ordering area, an area for cars and an area for mounting cars. | X | ||||
| if there are more than 100 places, the scrubbing must be mechanized | X | ||||
| 5.15 | |||||
| 5.15 | All stored products must be maintained and preserved
in optimal conditions of storage, preserving its characteristics and properties complying with the PEPS principle They must have the following areas: office of the warehouse manager loading and unloading heated warehouses for food and beverages and chamber for waste unheated warehouses for food and dry goods, beverages, supplies, garbage, recyclable voids and other raw materials dispatch |
X | X | X | X |
| 5.16 | |||||
| 5.16 | They must guarantee general preventive and planned maintenance that ensures that the facilities, equipment, furniture, etc. have the optimal conditions, are | X | X | X | X |
| duly marked and in a proper operating condition | |||||
| 5.17 | VIII. Human Resources | ||||
| 5.17.1 | Personnel must be adequately demonstrated in daily practice. | X | X | X | X |
| It will have the required professional technical qualification and training. | X | X | X | X | |
| 5.17.2 | The level of language skills is in accordance with what is established by the tourist entity | X | X | X | X |
| 5.17.3 | The staff is free of diseases and has the corresponding health certificate. | X | X | X | X |
| Food handling personnel have updated the handler's certificate. | X | X | X | X | |
| 5.17.4 | Staff must master the rules of conduct and formal education. | X | X | X | X |
| You must provide a quality service, fast and efficient. | X | X | X | X | |
| They will remain neat with good personal appearance. | X | X | X | X | |
| They should not wear ostentatious clothing or perfumes with strong odors. | X | X | X | X | |
| 5.17.5 | The wardrobe must be used correctly and kept in an optimal state of cleanliness and conservation. | X | X | X | X |
| The provisions of the identity manual and for the kitchen area the provisions issued by the competent culinary authority will be taken into account | X | X | X | X | |
| Exclusive designs will be allowed. The materials must be of superior quality or of the highest quality respectively. | X | ||||
| Service personnel should wear personal identification with their name and title in their locker room to facilitate communication and customer relations. | X | ||||
| 5.17.6 | The facilities for the personnel must have: a living room, a dining room for employees, lockers, and bathrooms that are properly equipped for men and women, including sinks with hot and cold water, soap dispensed and a hand dryer. | X | X | X | X |
| The movement of service personnel should not interfere with that of customers | X | X | X | X | |
| They must have an office for the maître d 'easily accessible to the client. | X | X | X | X | |
| They must have an office for the director or manager that is easily accessible to the client. | X | X | X | X | |
| 5.17.7 | The personnel must be numerically sufficient to ensure an efficient, fluid and uninterrupted service | X | X | X | X |
NC126: 2001 Health Assessment Guide
|
I. General: |
|
| 1. The facility is in a risk-free area, away from sources of contamination. | |
| 2. There is evidence of leaks or leaks at the facility. | |
| 3. The facility has a liquid waste treatment system. Adequate and working. | |
| 4. Adequate storage of organic and inorganic solid waste. | |
| 5. Collection of organic waste once a day or according to needs | |
| 6. There is hot and cold water for scrubbing | |
| 7. Floors, walls and ceilings are appropriate for a food center | |
| 8. There is sufficient drainage capacity in areas that require frequent scrubbing | |
| 9. The gullets are covered with grids. | |
| 10. The hot water temperature is above 50 ºC | |
| 11. There are warnings about the hot water temperature (° C). | |
| 12. There is a person who is responsible and trained in Legionella prevention measures and maintains adequate controls and records. | |
| 13. Daily drainage of keys in rooms, occupied or not. | |
| 14. Showers, taps etc. They are clean and work well. | |
| 15. The air conditioning facilities are clean. | |
| II. Water: General Supply | |
| 16. The water supply is sufficient for the installation. Reserve capacity. | |
| 17. Residual chlorine in the entire network between 0.3 mg / L and 1 mg / L and a minimum of two daily measurements are made. Registration exists | |
| 18. The cisterns, tanks, and the rest of the system, are in good condition, they are cleaned periodically. Registration exists | |
| 19. Bottled water is supplied for tourists to drink and for other functions of good sanitary quality | |
| III. Food reception | |
| 22. There is a register of foods approved by the Institute of Nutrition and Hygiene that are marketed | |
| 23. There is a record of control, temperature and expiration. | |
| IV. Dry storage | |
| 24. The warehouse is well built, ventilated. | |
| 25. It is clean and organized. | |
| 26.There are platforms 30 cm from the floor for dry food | |
| 27. The storage of chemical substances is separate from food. | |
| 28. Food is rotated. There are no expired products. (FIFO) | |
| 29. Rotten, mucous or spoiled food is observed |
| V. Cold storage | |
| 30. There are separate chambers for meat, fish and seafood, sausages, smoked meats, dairy products, fruits, vegetables. Vegetables and pastry products. | |
| 31. Food refrigerated below 7 ° C and frozen at -18 ° C | |
| 32. There are thermometers in the refrigerators Record is kept | |
| 33. The cameras are clean and tidy, with good lighting. | |
| 34. Raw and processed foods are stored in different chambers. | |
| 35. Refrigerated, frozen foods are wrapped in polyethylene that does not | |
| it must be black | |
| VI Preparation and preparation (Kitchen, vegetables, Meats, Lunch) | |
| 36. Walls, floors and ceilings, smooth, washable. Clean doors and latches. | |
| 37. The raw product preparation areas are separated from the processed ones and heated | |
| 38. Certified wood or other sanitary approved tools are used. | |
| 39. Fruit and vegetable disinfection for raw consumption and eggs are disinfected. | |
| 40. There are disposable cream sleeves in the candy store or they are clean if it is another type of sleeve | |
| 41. Disposable gloves exist and are used in handling risky foods
(lunch) |
|
| 42. There are sinks with a diversified substance and a dryer in the preparation areas. | |
| 43. The disposal of solid waste is done in plastic bags and covered pedal tanks. | |
| 44. There is good lighting | |
| 45. There is good ventilation, air extraction. | |
| 46. The hood and the extraction system work and are clean. | |
| 47. Work surfaces are clean, clean and free of any dirt. | |
| 48. The »forward march« principle is achieved | |
| 49. There are thermometers to control the applied temperatures. There is a record. | |
| 50. Thawing of food is carried out properly | |
| 51. Products, especially meat, are cooked above 75 ºC. | |
| 52. The washing and disinfection of dishes and utensils is done properly. | |
| 53. There are no damaged, broken or dirty kitchen equipment and adequate sinks. | |
| 54. Disposable or clean kitchen towels remain clean. | |
| 55. Control samples are collected and properly stored. | |
| VII Exhibition of hot and cold food | |
| 56. Food is protected from contamination by the public or workers | |
| 57. There is a hot and cold table at 5 ºC and +65 respectively and thermometers are located, recording the temperatures | |
| 58. Food is served in small portions, repeatedly, to avoid spoilage. | |
| 59. Processed foods from one meal are used for the next | |
| X Manipulator Hygiene | |
| 60. They have a clinical-epidemiological medical check-up. Administrative control of the health of manipulators | |
| 61. Adequate personal hygiene. Good habits in food handling. | |
| 62. They have complete and clean uniforms daily. | |
| 63. The institution provides the laundry service. | |
| 64. They are trained in food handling. | |
| 65. There is no evidence of smoking or eating food in work areas. | |
| 66. The shower and locker room is spacious, ventilated and equipped with a sink, detergent and a dryer. | |
| 67. There are notices reminding you to wash your hands. | |
| XI Vector Control Program | |
| 68. Possible dens are identified and controlled. | |
| 69. There is a written program with identification of the placed posts and control of the treatments and reports of the presence of vectors is carried out. | |
| 70. Permanent control measures are applied. | |
| 71. There is evidence of the presence of vectors, birds and domestic animals. | |
| XII Cleaning and Disinfection Brigade | |
| 72 It is created and with a sufficient number of workers trained with a qualified manager. | |
| 73. There is a written cleaning and disinfection program. Is fulfilled. | |
| 74. There are the material means to carry out cleaning and disinfection. | |
| Total achieved |
Source: MINSAP, 2004 Process for receiving, storing and preparing raw materials for restoration
Process of reception, storage and elaboration of raw materials in restoration
Download the original file
