Food Service

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Quality Management System
Introduction

Food Service has established, documented and implemented a food

quality management system which is maintained in order to continually
improve its effectiveness in accordance with food safety legislation,
international standards and best industry practice.

Scope

The scope of the Quality Management System includes foods prepared

and activities conducted by the Food Service Operation. Food Service
policies and objectives are aligned with the requirements of international
standard IS0 9001:2008, the Food Safety Act 1990 and associated
regulations including Food Safety (General Food Hygiene) Regulations
2006

Due diligence

The Food Service Quality Management System demonstrates due

diligence of the company in implementing and documenting a food
safety management system. This system is supported by the completion
of the records specified in this manual.

Food Service activities are documented within the quality manual. This
document outlines the Food Service Quality Management System.

Documents

Quality Management System documents are as follows:

Food Service Quality Management System

Food Service Quality and Food Safety Policy
Control of Non-conforming Product
Corrective Action
Document Control
Internal Audits
Preventative Action
Record Control

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 1
Authorised By: Site Director
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Quality Management System
Food Safety Management System documents are as follows:

Allergen control
Ambient Food Storage Shelf Life
Cold Display
Cooking
Cooling and Freezing
Defrosting
Description of Food Service Operations
Food Preparation Procedure
Food Service Healthy Eating Policy
Food Service Hygiene Policy
Food Service Job Descriptions
Food Service Outside Catering Events
Food Service Storage and Handling Conditions
Frozen Food Storage Shelf Life
Glass Breakage Procedure
Handwashing Procedure
Hot Holding
Hygiene and Housekeeping
Maintenance
Management of Cleaning
Non-refrigerated buffet display
Pest Control
Prevention of Microbiological Physical and Chemical Contamination
Purchasing, Orders and Checking Deliveries
Refrigerated Food Storage Shelf Life
Reheating
Resources and Training
Staff Instruction for Customers with Food Allergies
Storage
Top Ten Rules for Handling Food Safely
Types of Allergen
Use of Cloths
Using a Probe Thermometer
Waste Control

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 2
Authorised By: Site Director
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Quality Management System
Food Service documents are as follows:

Food Service Breakfast Delivery Menu

Food Service Sample Main Menu
Food Service Room Service Menu
Healthy Menu Guide

Records

The Food Service Quality Management System controlled records are

as follows:

All in One Record

Calibration Record
Chilled and Frozen Storage Temperature Record
Cook Chill Record
Corrective Action Request
Daily Equipment Inspection Record
Delivery Inspection Record
Design and Development Record
Environmental Cleaning Procedure and Record
Equipment Cleaning Procedure and Record
Food Service Audit
Food Service Training Record
Glass Breakage Record
Hot Display Record
Hygiene Audit
Hygiene Policy Staff Training Record
Identification and Traceability Record
Management Review Record
Non-Conformance Record
Preventative Action Request
Quality System Audit Report
Register of Customer Property
Reheating Record
Return to Work Form
Supplier Evaluation Record
Temperature Probe Calibration Record
Training Record

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 3
Authorised By: Site Director
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Quality Management System
Measurement and Monitoring

Food Service has planned and implemented methods of monitoring,

measurement and analysis to ensure that both the food produced and
quality management system conform to requirements and these
methods promote continuous improvement.

Monitoring and review are carried out by analysis of data in key areas:

- Food Safety Checks

- Customer Satisfaction surveys
- Reported Problems
- Results of Inspections
- Results of Internal audits
- Results of External Audits

Resources and Training

Food Service Senior management identify and provide the resources

needed to maintain the quality and food safety systems, meet policies
and objectives, and to meet customer, statutory and regulatory
requirements. These resources have been provided including:

- Skilled Food Preparation Personnel

- Suitable materials
- Suitable equipment
- Appropriate Hardware and Software
- Infrastructure
- Information
- Finances
- Audit resource
- Training resource

This includes resource to identify competence levels required, provision

of training, periodic evaluation of its effectiveness and staff awareness
training.

It is company policy that all personnel affecting food safety and quality
shall be competent on the basis of appropriate education and training,
and/or where applicable, on the basis of skills and experience.

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 4
Authorised By: Site Director
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Quality Management System
Food Service has assessed the resources required to implement,
maintain, and improve the Quality Management System.

Document Control

The documentation which defines the Quality Management System is

controlled. Food Service operates a document control procedure which
is maintained in the quality manual.

Customer, Statutory and Regulatory Conformance

Food Service Senior Management ensure that the design and

implementation of the Quality Management System is within the
guidelines of customer, statutory and regulatory documents, also taking
into consideration:

- the business environment, changes in that environment or risks

associated with that environment
- varying needs of the business
- company objectives
- food service activities
- food service size and organisational structure

This process will be discussed during Management review and the

outcome documented in the minutes.

Record Control

The company operates a record control procedure. Records are

available to demonstrate conformity to specifications and standards.

Management Commitment

Food Service Senior Management has a total commitment to quality

observing all food safety legal, moral and ethical codes and this is the
concern of every employee.

Senior management demonstrate clear and visible commitment by,

- Establishing and communicating policies and measurable

objectives for quality, environmental and food safety.
Document Reference Quality Management System Revision 1
26 February 2009
Owned by: Quality Manager 5
Authorised By: Site Director
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Quality Management System
- Conducting regular pro-active management reviews and
communicating outputs.
- Communicating commitment to satisfying customer
requirements including food safety, quality and service
- Supporting and planning the development and operation of the
Quality systems.
- Providing the resources to manage these objectives effectively
- Promoting an ethic of continuous improvement
- Ensuring the strict observation of all quality system and food
safety procedures, the use of correct materials and equipment,
recording and reporting of both standard and non-standard
events and compliance with the company rules.

Responsibility and Authority

Senior Management is responsible for implementing, maintaining,

reviewing and improving the Quality Management System. The Food
Service Manager is a member of the Senior Management team and has
been appointed the Management Representative.

Responsibilities and authorities of all personnel are communicated to

them via induction and role training.

The organisational chart illustrates the company structure with

management responsibility and authority. Deputies for each
management position are identified and communicated to all employees.

Management Review

Senior management review the company management systems, at a

minimum, annually to ensure their continuing suitability, adequacy and
effectiveness.

The review includes assessing opportunity for improvements and the

need for amendments to the systems. The proceedings of all reviews
are documented on record Management Review Minutes.

The review meeting is chaired by the Managing Director and includes

Senior Management from all departments.

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 6
Authorised By: Site Director
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Quality Management System
Infrastructure and Work Environment
The Senior Management team identify and provide the infrastructure and
work environment required to:

- Maintain quality systems

- Maintain food safety systems
- Comply with site policies
- Meet site objectives
- Meet customer requirements

The standard of infrastructure required is a prerequisite for food

preparation.

The Food Service Manager ensures that resource is provided to ensure

that the infrastructure is maintained effectively.

The work environment is reviewed and managed to ensure that food

safety, quality, health and safety, and environmental control objectives
are not compromised.

Contract Review and Planning

The Senior Management team conduct full contract reviews at specific

contract review meetings. The team consider capability to meet the
customer, statutory and regulatory requirements where applicable with
the current resources available. At this stage any additional
requirements considered applicable are determined. These include
maintenance and contractual requirements such as green services
(recycling or final disposal) or other supplementary services. Any
additional resources required are approved by the Managing Director in
principle prior to proceeding.

The Food Service Manager is responsible for receipt of sales orders,

issuing menu plans and for maintaining adequate stocks to meet
customer orders.
Design and Development

Food Service Design and Development is separated into two categories:

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 7
Authorised By: Site Director
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Quality Management System
- Food menu development activities are co-ordinated by the
Head Chef.
- Equipment and Kitchen design activities are co-ordinated by the
Food Service Manager

Each is responsible for planning, identifying inputs, generating outputs,

reviewing and verifying the development process. Each stage of the
process is documented.

Purchasing

The Food Service Manager purchases materials and services in

accordance with the company purchasing procedure. This ensures that
all purchases are against defined specifications and from an approved
supplier. Authority to purchase outside of these procedures can only be
authorised by the Managing Director in writing.

Customer Orders

All Customer bulk purchase orders are received and approved by the
Food Service Manager. Routine customer order requirements are
communicated to the Kitchen using a Table Ticket which details the
table food and drink order plus any other specific requirements.

Identification and Traceability

A system for identification and traceability of food batches is maintained

which, in the event of incidents will enable tracking of food batches
through to distributed batches of food using the expiry code. All food are
identified by their name and expiry date code.

Customer Property

Where applicable, it is the company’s duty to protect the property

supplied by the customer, including intellectual property and personal
data.

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 8
Authorised By: Site Director
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Quality Management System
Calibration

The company maintains a procedure for the calibration of monitoring and

measuring equipment (Normally Temperature Probes) used to check
food safety controls. All measuring and monitoring equipment is
calibrated as per the Calibration Schedule at specified intervals against
measurement standards. This basis of the calibration is defined in the
calibration procedure.

Customer Satisfaction

Food Service monitors ongoing customer satisfaction by measuring Key

Performance Indicators for customer service including customer surveys,
customer comments, sales levels and customer complaints.

Food Service Document Hierarchy

Legislation, Statutory and

Customer Requirements

Company Quality Manual

Procedures and Policies

Supporting Documents
and Records

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 9
Authorised By: Site Director
 Food Service
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Quality Management System

Quality System Process Diagram

Plan &
Document

Improve Implement

Maintain,
Review Measure,
Audit

Revision Summary of Changes made from previous Requested By: Authorised By:
Number revision
2 Update to meet the requirements of ISO Manager Director
9001:2008

Document Reference Quality Management System Revision 1

26 February 2009
Owned by: Quality Manager 10
Authorised By: Site Director