SCHOOL MEALS REVIEW - Meetings, agendas, and minutes

SCHOOL MEALS REVIEW – INFORMATION REQUESTED BY THE PANEL Staff training and development 1. Up to date map showing all staff currently employed by the DSO, with roles and

responsibilities; 2. Staff training analysis and development plans; 3. Staff qualifications, broken down by school/kitchens; 4. Temporary staff (including agency staff) employment records for last year and the

beginning of this year - this should show number of staff, cost and broken down by schools/kitchens.

Standards 5. Line of accountability/responsibility for implementing nutritional standards; 6. Processes/ practices in place to monitor nutritional standards; 7. Line of accountability/responsibility for implementing cooking standards; 8. Processes/ practices in place to monitor cooking standards; 9. Line of accountability/responsibility for implementing the menus for primary

schools; 10. Processes/ practices in place to monitor implementation of those menus; Kitchens and dining facilities 11. Policy/practice with regard to the Council’s and/or the DSO's responsibility in

refurbishing kitchens and dining halls; 12. Line of accountability/responsibility for assessing the suitability of kitchens and

dining halls; Food 13. Policy/guidance and monitoring processes for food portions; 14. Policy/guidance and monitoring practices for ensuring that staff balance

choice/wastage; Cleanliness 15. Line of accountability/responsibility for cleaning the kitchens and dining facilities

including cooking and dining equipment; 16. Processes/ practices in place to monitor level of cleanliness; Packed lunches 17. Existing policy/ guidance to schools 18. Processes/ practices in place to monitor implementation of policies; Staff attitude/satisfaction survey 19. Processes/ practices in place to monitor staff attitude to children; 20. Processes/ practices in place to monitor children's satisfaction level. Food transportation between kitchen and schools 21. Line of accountability/responsibility for implementing quality standards; 22. Processes/ practices in place to monitor quality standards; 23. Staff qualifications, training analysis and subsequent development plans; Secondary school 24. Details of training and support to schools in terms of client side when contracting

catering services with a private company, e.g. drafting of contracts, performance management processes, definition of roles and responsibilities, costing and pricing policies, etc.

INFORMATION RECEIVED Staff training and development

1. DS Catering operations team structure. 2./3. Basic Food Hygiene qualified staff plus:

• 100 staff to be trained in City and Guilds level one award “Providing a Healthier School Meals Service”. Training by Hounslow’s Adult and Community Education to commence December 2005. A further one hundred staff to be trained from April 2006.

• 20 cooks to be trained to NVQ Level 3 “Cookery Skills”. Training to

commence in January 2006 and to be provided by West Thames College. Training course duration is one year at which time a further twenty staff will be identified.

4. DS Catering – Casual Staff:

Cook Supervisor – covering at Spring Grove Cook Supervisor – covering at St Pauls GKA – covering at Smallberry Green GKA – covering at Green Dragon GKA – covering various sites Unit Manager – covering various sites

DS CATERING OPERATIONS TEAM STRUCTURE

OPERATIONS MANAGER

AREA MANAGER (Primary & Wefare)

AREA MANAGER (Secondary & External)

SCHOOLS 8 x Managers

2 x Assistant Cooks 2 x Coosk

52 x General Assistants

CIVIC CATERING MANAGER

AREA SUPPORT MANAGERS X2

TRAINING MANAGER

SCHOOLS 25 x Cook Supervisors

17 x Cooks 21 x Dining Centre Supervisors


WELFARE 1 x Supervisor

1 x Supervisor (w/end) 5 x Cooks


GENERAL MANAGER

Name Basic Food Hygiene

Alexandra School 4 2 to be trained in Punjabi Jan 06

Andrew Ewing School 3 3 to be trained in Punjabi Jan 06

Beavers Community School 4

Bedfont School 2

Belmont School 1

Berkeley Dining Centre 3

Cardinal Road 1

Cavendish School 2

Chatsworth School 5

Civic Centre Catering 10

Crane Park School 2

Cranford Infant School 2

Cranford Junior School 2

Dormers Wells Primary 6

Dormers Wells Secondary 4

Edward Pauling Sch. D.C. 2

Elthorne Park High School 4

Fairholme School 9

Feltham Hill Inf Dining Ce 0

Feltham Hill Juniors 1

Meals on Wheels 2

Forge Lane School 3

Green Dragon School 7

Grove Park School 1

Grove Road Dining Centre 1

Hambrough Primary School 1

Heston Infant School 1 1 to be trained in Punjabi Jan 06

Heston Junior School 2

Hogarth School 4

Hounslow Heath Inf Dining 2 1 to be trained in Punjabi Jan 06

Hounslow Heath Junior School 1 1 to be trained in Punjabi Jan 06

Hounslow Town Sch Dining C 3

Isleworth Blue School 2

Isleworth Town School 1

Ivybridge School 4

Lampton Secondary School 6 1 to be trained in Punjabi Jan 06

Lionel Road School 2

Marlborough School 1

Norwood Green Junior School 7 1 to be trained in Punjabi Jan 06

Orchard Infant School 1

Orchard School 5

Oriel School 4

Our Lady & St John 0

PRS Unit 0

Rosary R.C. Junior 5

Smallberry Green D.C. 2

Southville Inf Dining Cent 4

Sparrow Farm Infants 0

Sparrow Farm Juniors 2

Spring Grove School 2

Springwell Infants 1

Springwell Junior School 4

St Lawrence Rc School 4

St Marys R.C. School Chiswick 4

St Marys R.C. School Isleworth 1

St Matthew's C of E Primary School 2

St Michael & Martins RC School 3

St Pauls Canteen 1

Strand On The Green Inf & Jun 3

Sudbury Primary 4

Victoria Road Junior 2

Wellington School Dining C 1

Worple School Dining Centr 2

Head Office 2

177

Posts Training Requirement

Head O

ffice Induction

Site Induction

Basic

Food H

ygiene

Basic H

ealth &

Safety

Custom

er C

are

Service Presentation

Adm

in &

System

s

GP

Financial A

wareness

Supervisory Skills

Quality

Systems

Cookery Skills

Com

puter Skills

First A

id

Inter Food

Hygiene

Liquor

Licensing

General kitchen

assistant

X X X X X X

General kitchen

assistant Cashier

X X X X X X X

Cook

X X X X X X X X X X X

Chef manager

X X X X X X X X X X X

Cook Supervisor

Cash

X X X X X X X X X X X X

Cook Supervisor

X X X X X X X X X X X X

Bar Person

X X X

X X X X X X X x

Head O

ffice Induction

Site Induction

Basic

Food H

ygiene

Basic H

ealth &

Safety

Custom

er Service

Service Presentation

Adm

in &

System

s

GP

Financial A

wareness

Supervisory Skills

Quality

Systems

Cookery Skills

Com

puter Skills

First A

id

Intermediate

Food Hygiene

Liquor

Licensing

Cash Cafeteria Manager

X X X X X X X X X X X X X X

Catering porter

X X X X X

Civic Catering Manager

X X X X X X X X X X X X X X X

Dining centre Supervisor

Cash

X X X X X X X X X X

Dining Centre

Supervisor

X X X X X X X X X X

Functions Manager

Civic

X X X X X X X X X X X X X X X

Restaurant Manager

Civic

X X X X X X X X X X X X X X

Food Production

Manager

X

X X X X X X X X X X X X X

TD7

DS Catering Operating Procedure – Training

No: T 3 Issue No: 1

Name of Procedure: Dissemination of Information

Issue Date: 15/03/04

Name of Originator: Martin Shuttleworth

Page No: 1 of 1

Approved by: David Adams

Review Date: 03/05

1. Purpose To ensure that the flow of training information around the organisation is efficient and effective, and that information reaches the relevant employees in the appropriate format. 2. Responsibility The Quality Assurance Manager is responsible for co-ordinating the dissemination of Information 3. Guidelines The DS Catering general manager will provide the Quality Assurance Manager with any relevant information such as information regarding changes in legislation, or Hounslow Council Policy changes. The Quality Assurance Manager will discuss this information with the DS Catering Senior Management Team and make any changes necessary to the DS Catering training system. The Quality Assurance Manager will ensure that any changes are briefed out to all Unit Supervisors / Managers and support staff in the appropriate format. The Unit Supervisor / Manager is responsible for ensuring that all necessary information and changes in working practices are relayed to their staff. Training must be an agenda item on all local and Senior Management meetings.


No: T6 Issue No: 1

Name of Procedure: Induction Programme



Page No: 1 of 1


Review Date: 03/05

1. Purpose To ensure that the staff around the organisation are efficient and effective, and that information reaches the relevant employees to enable them to carry out there duties effectively. 2. Responsibility The Human resources section shall ensure that all new members of staff attended induction training at head office within their first 8 weeks of employment consisting of an overview of the organisation, structures, personnel, policies, and procedures Line managers shall ensure that all new employees, staff new to a job, temporary staff and staff on secondment, undergo on site induction training programme. A generic checklist (see Appendix) shall be used by the line-managers to customise the induction to suit the job requirements. Line managers shall assess any additional training needs of staff during the induction/probation period (3 months) and will forward this information to the training manager in a specified format (See appendix) 3. Method The quality assurance manager will carry out inductions at head office and will ensure all aspects of the induction manual are covered, and that all training information is recorded and passed onto the human recourses section. The Unit Supervisor / Manager must complete the site induction checklist and return it to the human resources section within the first 3 months of employment and must ensure that the predetermined time scales are achieved. If the Unit Supervisor / Manager is unsure as to the action required or responsibility they should contact their Area Support Supervisor or the Quality Assurance Manager. 4. References

• Induction Manual • Sit induction checklist


No: TR 5 Issue No: 1

Name of Procedure: Training Needs Procedure



Page No: 1 of 1


Review Date: 03/05

1. Purpose DS Catering will produce a training systems analysis on an annual basis to determine its training. Needs 2. Scope The will be used to establish a training plan to include - Policy and procedures review - Organisation - Planning - Implementation and Operation - Monitoring - Reviewing - Continual development 3. Responsibility The DS Catering Quality assurance & training Manager will have the following responsibilities: - To implement recommendations arising from the training plan - To plan the training courses - To prepare a brief report with recommendations - To present the conclusions to the Senior Management Team Health DS Catering requires that all must be fully competent and experienced to carry out their duties effectively. However a system shall be made available to line managers to identify additional training needs, and requirements of staff within their responsibility. 4. Method The Unit Supervisor & Management team will be asked to provide documentation such as training records to support the recommendations. All information collected should be recorded on a copy of the relevant forms.

INFORMATION RECEIVED Standards 5. The Catering Contract identifies nutritional standards, DS Catering is

responsible for meeting the standards. 6. A nutritional software package has recently been purchased and will be used

in establishing menus. 7./8. Procedures and Check List. 9./10. The Operations Manager designs the menus. Before being published the

menus are agreed with Bruce Headford, Principal catering adviser, LLL&CS.

Policy Statement

At DS Catering it is our aim to provide services that not only meet, but also exceed the high standards our customers demand. We believe our reputation is completely dependant on delivering a food service that is consistently high quality. We also believe that in order to guarantee ongoing success for our organisation, each and every one of us must be fully committed to achieving customer satisfaction. To attain our objectives, DS Catering has developed and is implementing a Quality Management System which enable us to ensure that all our activities, across all our business, meets the high standard we depend on for success. The effectiveness of our system relies on its implementation by all of our staff; the Quality Management System will therefore be a part of the daily life of each member of the organisation, whether unit or office based. In order to measure our progress towards achieving our goals, we use a combination of regular audit and customer feedback, both formal and informal. Using this information we will be able to identify our strengths, pinpoint our weaknesses and plan for a successful future. David Adams DS Catering General Manager

The Quality Assurance System The system has been designed to operate simply and effectively. Its ease of operation should not create any difficulty for those applying the system and therefore should be seen as a useful tool in maintaining and measuring performance rather than an administrative and bureaucratic function. The System is designed to generate on-going improvement and customer satisfaction. There are three strands, Procedures, Customers and Competition. Customers Procedures Competition Comment Cards Standards and Procedures Competitive Analysis Questionnaires Monitoring Product Development User Groups Correction

Audit

Measurement

Review

Planning

Improvement Customers Procedures Competition

DS Catering Operating Procedure – Customer Service

No: CS 9 Issue No: 1

Name of Procedure: Quality Assurance Check List


Name of Originator: Angela Lenihan

Page No: 1 of 2


Review date 06/05

1. Purpose To provide a written record of quality assurance monitoring carried out in our kitchens 2. Scope All kitchen areas, at the end of each term in school sites and at the end of January, April, July and October in MOW and Civic Centre sites. 3. Responsibility All Unit Supervisors/Managers are responsible for completing the Quality Assurance check list. 4. Method The Unit Supervisor/Manager must allow at least 1 hour for completing the checklist and must walk around the kitchen checking all areas, with reference to the log book and ensuring that all questions are answered with a “yes” or “no” response. When the inspection is finished the action and responsibility column must be completed for any questions with a “no” response. If the Unit Supervisor/Manager is unsure about the action required or areas of responsibility they must contact their Area Support Supervisor, Area Manager or Quality Assurance Manager. The Unit Supervisor/Manager must ensure that the Area Supervisor signs off each completed checklist. Every term the Area Support Supervisor or Area Manager will complete a separate monitoring visit which will be compared to the checklist completed by the Unit Supervisor/Manager . Any discrepancies found will be investigated and appropriate actin taken.



Name of Procedure: Quality Assurance Check List


Name of Originator: Angela Lenihan

Page No: 2 of 2


Review date 06/05

5. References CS D1 Unit Quality Assurance Checklist CS10 Unit Monitoring Visit Procedure

January 2005

Unit Quality Assurance

Checklist To be completed by: Unit Supervisor / Manager first week of term To be Checked by: Area Support Supervisor Every Term

Ref CS D5 Signed Unit Manager …………………………. Date ………………. Signed Area Support Supervisor …………………………. Date ……………….

H & S D1

Purchasing, Delivery and Storage Yes/No Action Responsibility Are only nominated suppliers used? Are delivery temperatures recorded for chilled and frozen foods? Are the appropriate entries made in the log book? Are goods put away as soon as they are delivered? Are fridge and freezer temperatures taken twice daily? Are built in thermometers checked with the temperature probe weekly?

Are the appropriate entries made in the log book? Are all food storage areas clean and free from pest infestation? Are raw and cooked foods stored separately in the fridge? Are opened packets sealed? Are use by dates clear on all foods, including home produced items and opened packets?

Are all foods within their use by dates? Is good stock rotation in evidence? Are excessive levels of stock carried? Is a probe calibration check carried out once a month? Are the appropriate entries made in the log book? Food Preparation and Cooking Is personal hygiene of food handlers appropriate? Are all staff trained in food hygiene to an appropriate level? Is food kept covered where possible? Are utensils and preparation areas and equipment sanitised before and after use?

Are high risk foods kept at ambient temperature for a maximum of 1 hour?

H & S D1

Yes/No Action Responsibility Are standard recipes and manufacturers cooking instructions followed?

Are foods cooked to a core temperature of 75ºC? Are the appropriate entries made in the log book? Is all cooking equipment clean and fully functioning? Food Cooling and Ambient Serve Are only foods permitted in the cooling procedure cooled? Is the temperature of high risk foods below 10ºC within 90 mins? Are all cooled foods labelled and stored in accordance with the procedure?

Are foods served at ambient temperature displayed for 4 hours or 1 service period?

Is food discarded at the end of this period? Are appropriate entries made on the wastage sheet? Chilled Service Is the temperature of chilled service equipment taken before service?

Is the temperature of the internal thermometer checked with the temperature probe weekly?

Are the appropriate entries made in the log book? Are unwrapped items displayed for no longer than 4 hours or 1 service period?

Are the appropriate entries made on the wastage sheet? Are all chilled display cabinets clean and fully functioning? Hot Holding and Service Is the temperature of hot service equipment taken before service?

3

Yes/No Action Responsibility Is the temperature of the internal thermometer checked with the temperature probe weekly?

Are the appropriate entries made in the log book? Is the temperature of food to be served hot taken before each service period?

Are the appropriate entries made in the log book? Is hot food kept on display for a maximum of 4 hours or 1 service period?

Are the appropriate entries made on the wastage sheet? Are all heated cabinets clean and fully functioning? Production Planning and Menus Is the published menu offered each day? Are all menu items available to the end of service? Do all menu items meet the required quality standard? Are all menu items appropriately garnished? Are menu items served in the appropriate service dishes? Are appropriate entries made on the wastage sheet? Are all appropriate clients/customers and managers informed if menu changes are required?

Do dining centre staff provide sufficient feedback to enable effective production planning?

Are meal numbers received from the school in good time? Are quantities of each menu item produced recorded for future reference?

Defrosting and Reheating Are items defrosted at chilled temperatures?

4

Yes/No Action ResponsibilityAre only items identified in the defrosting procedure defrosted? Are appropriate visual checks carried out before cooking and/or serving defrosted items?

Are defrosted items for later service stored and labelled according to the procedure?

Are only foods identified in the reheating procedure reheated? Are these items reheated to a core temperature of 75ºC? Are the appropriate entries made in the log book? Are reheated products discarded after 4 hours or 1 service period? Are the appropriate entries made on the wastage sheet? Transported Meals Are Grundy tins for transported meals preheated before packing? Are meals packed according to the Dispatch of Food from Production Kitchens Procedure?

Are the appropriate entries made in the log book? Is the packing time recorded on the delivery note? Are there a sufficient number of Grundy tins available? Are the Grundy tins clean and in good condition? Cleaning and Maintenance Are all rooms, including kitchen, office, store rooms and staff room of an acceptable standard of cleanliness?

Is a cleaning rota in place and operational? Are external dustbin areas clean and tidy? Has a high level clean been carried out in the last year? Is a high level clean planned within the next 3 months? Is all equipment clean? Is all equipment fully functional?

5

Yes/No Action Responsibility Have requisitions been placed for faulty equipment? Are the appropriate entries made in the log book? Paperwork and Administration Are all necessary paperwork duties completed in accordance with procedures?

Are prices used to calculate stock value current? Are cash/cheques received stored in a secure fashion and accounted for according to procedure?

Are time sheets/signing in sheets completed daily by all appropriate staff?

Are staff absences/holidays recorded in the log book and on time sheets?

Are all sections of the log book completed daily or as required? Are weekly returns always posted to head office on a Friday afternoon?

Miscellaneous Are there any other matters which may affect the quality and safety of the service we offer?

Signed Unit Manager …………………………. Date ………………. Signed Area Support Supervisor …………………………. Date ……………….

6

DS Catering Operating Procedure – Food Hygiene / Health and Safety

No: /FH16/HS1 Issue No: 1

Name of Procedure: Use of Daily Logbooks



Page No: 1 of 3


Review Date: 04/05

1. Purpose To provide a written record of food hygiene and health and safety information in the unit. This can be used to prove due diligence under the Food Hygiene and Health and Safety Law. The Daily Logbook helps us to ensure that the food that we serve is safe, of the highest quality and to maintain a safe working environment. 2. Scope All necessary daily Food Hygiene and Health and Safety checks. 3. Responsibility All Unit Supervisors / Managers are responsible for ensuring that logbooks are completed on a daily basis. If another member of staff fills in any part of the Daily Logbook it is the Unit Supervisors / Managers responsibility to ensure that they have been fully trained. 4. Method A new Daily Log Sheet must be filled in for each day as follows Visitors – all visitors to the Kitchen or Dining Centre must be asked to sign in. this includes all maintenance contractors who have come to carry out any work on site Refrigerator and Freezer Temperatures - these must be taken and recorded in accordance with the Refrigerator and Freezer Temperature Procedure FH4.


No: FH16 / H&S1 Issue No: 1




Page No: 2 of 3


Review Date 04/05

4. Method (cont.) Hot / Cold Cabinets - these temperatures must be taken and recorded in accordance with the Hot Holding Procedure FH3 and the Cold Display Procedure FH3. Deliveries - these temperatures must be taken and recorded for all food deliveries from suppliers in accordance with the Delivery and Receipt of Food Procedure FH8. Maintenance Issues - any maintenance issues must be recorded in this section. For Primary sites and M.O.W. sites a Repair Requisition must then be completed (see H&S2.) For Secondary and Civic Centre sites the relevant maintenance contact must be telephoned. Incidents / Accidents - brief details of any incidents must be recorded. A full Incident report should be completed in accordance with the Incident / Accident Reporting Procedure H&S4. Agency Staff – details of any agency staff working in the unit on that day must be recorded. The unit Manager must go through Agency Staff Health and Safety Checklist H&S D8, with every member of agency staff working in the unit. Fire Checks - a visual check of fire exits should be made to ensure that they are clear of obstructions. Temperature probe Calibration Probes to be calibrated monthly and signed in log book , in accordance with Temperature Probe Calibration Procedure FH18. Daily Menu - the temperature of all high risk food produced in production kitchens for consumption on site and all food received in Dining Centres must be taken and recorded in accordance with the Cooking and Temperature Recording Procedure


No: FH16 / H&S1 Issue No: 1




Page No: 3 of 3


Review Date 04/05

FH13 and Receiving Food in Dining Centre Procedure FH15. (The temperature of food produced for dispatch is noted on the Schools meals delivery note.) Service temperatures must be recorded in accordance with the Service Temperature Recording Procedure FH19. Management Team Visit All management team visits to be recorded and signed in accordance with the Quality Assurance Monitoring Visit Procedure, CS10. 5. References FHD1 Daily Logbook FH4 Refrigerator and Freezer Temperature Procedure. FH2 Hot Holding Procedure FH3 Cold Display Procedure FH8 Delivery and Receipt of Food Procedure FH13 Cooking and Temperature Recording Procedure FH15 Receiving Food in Dining Centre Procedure FH 18 Temperature probe Calibration Procedure FH19 Service Temperature Recording Procedure H&S2 Works Requisition Procedure H&S4 Incident / Accident Reporting Procedure PT 7 Absence Procedure CS10 Quality Assurance Monitoring Visit Procedure

INFORMATION RECEIVED Kitchens and dining facilities 11. The LEA retains responsibility for the kitchen premises. There is a modest

budget for kitchen refurbishment and this is proritised. Schools are responsible for dining hall refurbishment.

12. The Principal Catering Adviser attends site meetings at school re-builds. The

last production kitchen was built twenty-five years ago. Since then all re-builds have included a dining centre only.

Food 13. Cold display procedure; recipes 14. All secondary schools have elected to take a delegated budget for the provision

of school meals and make their own arrangements either with Direct Services or a number of external providers. When contracting out schools use external consultants or the Corporate Contracts Unit.

DS Catering Operating Procedure – Food Hygiene

No: FH3 Issue No: 1

Name of Procedure: Cold Display Procedure


Name of Originator: Michelle Goldstein

Page No: 1

1. Purpose To ensure that all food prepared and served in our kitchens is safe and of the highest quality. 2. Scope All food that is prepared in the kitchen 3. Responsibility All food handlers are responsible for following the Cold Display Procedure 4. Method The temperature of all cold display equipment must be checked daily before use and should be recorded in the Daily Logbook. All chilled food must be kept at 5°C or below. If the equipment does not reach the required temperature then a repair requisition should be filled in and sent to Schools Catering Section. In this case the food should be transferred to another chilled cabinet or treated as ambient. This means that it must be discarded after it has been held above 5°C for a maximum of 4 hours or after one period of display (if this is less than 4 hours.) All chilled food, which is unwrapped must only be held for a maximum of 4 hours, or one period of display (if this is less than 4 hours.) After this period it must be discarded. 5. References FH D1 Daily Log book H&S2 Repair Requisition Procedure

Crunchy Topped Fish 20 primary portions, 16 secondary White fish fillets, halved 10 x 110g Lemon juice 6 tablespoons Rolled oats 125g Margarine 60g Fresh chopped parsley 2 tablespoons Salt and pepper Tomato slices to garnish 1. Sprinkle the fillets with lemon juice and place in a shallow tin. 2. Mix the oats, butter, herbs and seasoning together and spoon over the

fish. 3. Cover the tin with a lid and bake at gas mark 6 for 20 minutes. 4. Remove the lid and bake for a further 5 – 7 minutes until the oats brown. 5. Garnish and serve.

Moroccan Vegetables with Cous Cous 12 adult portions Chick Peas soaked and cooked 250g Onions, peeled and diced 1 Tinned chopped tomatoes 100 g Green pepper, diced 1 Red pepper, diced 1 Courgettes, diced 1 Parsley, finely chopped 1 tablespoon Vegetable oil 50 ml Bay leaves 3 Paprika 2 tablespoons Cumin 1 teaspoon Cinnamon 1 teaspoon Raisins 75 g Salt and pepper To taste Cous Cous 600 g Vegetable Stock Method

1. Saute the onions in the oil. 2. Add the chick peas, vegetables and the spices, mix well and sauté for

5 – 10 minutes. 3. Pour over enough water or vegetable stock to cover all the ingredients,

put a lid on and cook for about 20 mins. 4. Add the raisins and cook for 10 more minutes, until the vegetables are

soft and the sauce has thickened. 5. Season to taste. 6. Cook the cous cous in vegetable stock according to instructions. 7. Place the cooked cous cous in a dish and serve the vegetables on top.

Garnish with chopped parsley.

INFORMATION RECEIVED Cleanliness 15. /16. Food Hygiene Procedures and Daily Log Book. A list of Health and Safety

Procedures relevant to maintaining a hygienic environment has been provided but the procedures are numerous and available on request.

Packed lunches 17/18. Education Adviser Staff attitude/satisfaction survey 19. DS catering operating procedure and promise – Customer Service; Survey

forms. 20. Principal Catering Adviser attends School Council/Pupil Governor

Meetings. Minutes circulated to Council, Head Teacher, Contractor, Client[ADE] and reviewed at subsequent meeting.

Customer Service

Contents

CS 1 Service Promise

Service Provision:

CS 2 Staff Appearance

CS 3 Service Counter Presentation CS 4 Customer Care

Measuring Performance: CS 5 Comment Cards (Complaints Procedure)

CS 6 Questionnaires (Functions + Other)

CS 7 User Groups

Managing Service Provision

CS 8 Review and Planning

CS 1

CUSTOMER SERVICE PROMISE DS Catering Delivering:

Quality

Choice

and Value


No: CS 7

Issue No: 1

Name of Procedure: User Group Meetings


Name of Originator: David Adams

Page No: 1 of 2

Approved by:

Review Date 05/05

1. Purpose To improve services 2. Scope Service users and any other building user representatives. The User Group should be seen as a vehicle to enable and encourage any comments, complaints or compliments on any aspect of DS Catering including:

Service quality Working practices.. Local Competition Marketing Policy etc

3. Responsibility All Unit Supervisors / Managers are responsible for establishing and coordinating User Groups. The Groups should consist approximately six participants but some clients may require more or less. The group should be representative and consist both users and non-users where possible. 4. Method a) The Unit Supervisor/Manager must ensure that all building users are aware of the

existence of the user Group. b) The client should be consulted and authority given for the existence of the group. c) The structure of the group should be agree with the client


No: CS 7

Issue No: 1

Name of Procedure: User Group Meetings



Page No: 2 of 2

Approved by:

Review Date 05/05

d) Meeting whilst identifying issues should be positive and focus on improvements

rather than dwell on ‘what has gone wrong’. e) The meetings should take place every six weeks subject to client agreement. f) The meetings are to be minuted with clear targets for improvement identified. The

Supervisor/Unit Manager will send a copy of the minutes to the Training and Quality Assurance Manager.

g) At Head Office the Training and Quality Assurance Manager will forward the

minutes to:

The line manager.

Operations Manager General Manager

h) The Training and Quality Assurance Manager will then provide a reference

number and enter on Form CSD 4. A brief summary of major issues should be entered.

i) The CSD 4 will be considered four times a year at Senior Management Team

Meetings. j) Issues raised will feed into the Annual Customer Service Review 5. References CSD 4 User Group Record Sheet


No: CS 6

Issue No: 1

Name of Procedure: Customer Survey



Page No: 1 of 2

Approved by: Martin Shuttleworth

Review Date 05/05

1. Purpose To gather information relating to quality, consistency and appropriateness of the services we provide so that we can evaluate customer perceptions and make positive changes and improvements. 2. Scope All customers and all aspects of our services. 3. Responsibility It is the responsibility of the Operations Manager to ensure that Customer Surveys are comprehensive, carried out on a regular basis, results are fed back to respondents and appropriate changes to service implemented. 4. Method a) Questionnaires will differ as questions will reflect the service type e.g. Primary

School Meals, Banqueting, Staff Catering. b) Questionnaires will be handed to customers for completion, made accessible from

within the service area or completed on-line through our website. c) At the end of the survey period the unit supervisor/manager will send the

completed questionnaires (hard copies) to Head Office with their paperwork. d) The Operations Manager will be responsible for collation of information and

generating results of the survey. Target percentages will be agreed between the General Manager and Operations Manager and results will be accounted and measured as a percentage of respondents.


No: CS 6

Issue No: 1

Name of Procedure: Customer Survey



Page No: 2 of 2


Review Date 05/05

e) The Operations Manager will consider the results in the following ways:

Issues that can be dealt with easily by the unit manager.

Issues, which may affect or be affected by organisational policy. These will need to be discussed with the General Manager and actioned.

f) Issues raised and statistical data generated will feed into the Customer Service

Review. 5. References CSD3 Student Survey Questionnaire (Secondaries)


No: CS 5

Issue No: 1

Name of Procedure: Employee and Customer Comment Cards



Page No: 1 of 3


Review Date 05/05

1. Purpose To improve our service provision 2. Scope Customers and staff alike may complete Comment Cards. The cards should be seen as a vehicle to enable and encourage any comments, complaints or compliments on any element of DS Catering including:

Service quality Working practices. Recruitment Competition Marketing Policy etc

3. Responsibility All Unit Supervisors / Managers are responsible for ensuring that Comment Cards are accessible to all staff and customers and for sending completed cards to Head Office. The Training and Quality Assurance Manager is responsible for coordinating and ensuring the analysis and feedback of the comments. 4. Method a) The Unit Supervisor/Manager must ensure that all employees have been briefed

on the use of Comment Cards and that cards are accessible to both customers and staff.

b) At the end of each week the Supervisor/Unit Manager will send any completed

cards to Head Office with their paperwork.


No: CS 5

Issue No: 1




Page No: 2 of 3


Review Date 05/05

c) The Training and Quality Assurance Manager will collate and photocopy all cards

and decide who can best deal with the individual comments. d) On receipt of the card the Supervisor/Unit Manager should provide a satisfactory

response whenever possible. The Supervisor/Unit Manager should then complete a Feedback Record Sheet (Form CSD 1) and return it with the Comment Card to Head Office (as in (b)).

e) At Head Office the Training and Quality Assurance Manager will consider the

comments in the following ways:

Issues that have been dealt with immediately by the unit manager. To be passed to the Area Support Supervisor (Schools and Welfare) .

Issues which need discussion at Area Management level.

Issues, which may affect or be affected by organisational policy. These will

need to be taken to the relevant senior management (i.e. Operations, Personnel or Finance).

He/she will then provide a reference number for a Form CSD 1 and pass the form and a photocopy of the Comment Card to the relevant manager.

f) The relevant manager must provide a full and proper response to the initiator

within 14 working days of receipt of the Comment Card (see CSD 1 ‘Date Received by Respondent’). In the event that the relevant manager is unable to provide a response within the time scale then the initiator should be contacted and given an explanation and timescale. The Training and Quality Assurance Manager should be kept appraised of progress.


No: CS 5

Issue No: 1




Page No: 3 of 3


Review Date 05/05

g) The completed Form CSD 1 together with copies of any written responses should

then be passed back to the Training and Quality Assurance Manager

Many comments will be about food likes and dislikes. These may obviously be based on individual tastes and cannot always be actioned, however they must be recorded and tracked so that any emerging patterns can be noted and considered when compiling new menus. Responses will still be provided in the normal way.

h) The Training and Quality Assurance Manager will maintain a Comment Card Response Record Form (Form CSD 2). The CSD 2 will be evaluated four times a year at Senior Management Team Meetings.

i) The effectiveness of the responses will measured in ‘numbers of working days to

respond’. For example ‘75% of comments were answered within the required timescale (14 working days).

j) Issues raised and statistical data generated will feed into the Customer Service

Review 5. References CSD1 Feedback Record Sheet CSD2 Comment Card Detail and Response Record Form



Name of Procedure: Customer Care

Issue Date: 30/5/04


Page No: 1 of 1


Review date 05/05

1. Purpose To ensure that all DS Catering staff maintains excellent customer care practices 2. Scope All staff that come into contact with customers and clients. 3. Responsibility All staff that come into contact with customers and clients. 4. Method

• Always smile never frown. • Maintain good eye contact.

• Be interested in what customers are saying.

• Maintain an upright posture/ stance. Do not slouch, have arms crossed or

hands on hips.

• Maintain a proper appearance (see CS 2 Staff Appearance).

• Be pleased to see customers and know their names where possible.

• Make customers feel welcome.

• Be just as willing to receive a complaint as a compliment. 5. References

CS 2 Staff Appearance



Name of Procedure: Service Counter Display

Issue Date: 23/4/04


Page No: 1 of 1


Review date 05/05

1. Purpose To ensure that all service counter display units promote and present food in an attractive and appetising way. 2. Scope All service counters. 3. Responsibility All staff that prepare service counters . 4. Method

• All food display units should be clean and free of grease. Stainless steel and glass should be polished and free of marks and smudges.

• Where a multi choice menu is available the ‘Dish of the Day’ or the

‘Healthiest Items’ should be displayed first where there is a queuing system in operation

• Food display units should be decorated where possible • Food should be displayed in date order if applicable

• Food should be properly cooked, moist and the correct colour.

• Food should always be grilled or baked rather than fried where possible.

• Food should be served at the correct temperature

(This procedure should be read in conjunction with FS2 and FS3)

• Food should be attractively garnished

• Menus and other ‘point of sale’ information should be clean and new looking. No information should be hand written unless on a specially designed board.



Name of Procedure: Staff Appearance

Issue Date: 23/5/04


Page No: 1 of 1


Review date 05/05

1. Purpose To ensure that staff appear clean, smart and efficient. 2. Scope All staff 3. Responsibility All staff is responsible for their personal appearance. 4. Method Staff must wear the uniform provided. The uniform should be clean and pressed. Staff must be clean, with hair tied back and nails trimmed. Staff should appear alert and helpful.



Name of Procedure: Review and Planning

Issue Date: 1/05/04


Page No: 1 of 2


Review Date: 05/05

1. Purpose To ensure that performance statistics and monitoring information are considered together when reviewing the effectiveness and quality of our service provision. 2. Scope a) The Senior Management Team will co-ordinate an Annual Customer Service

Review. An assessment of Customer Service will form a major part of the DS Catering Annual Review, target setting for the following year and subsequent Business Plan.

b) Performance will be assessed from:

Comment Cards Surveys User Groups Internal monitoring External monitoring (client department where applicable) Internal Auditing External Auditing (Hospitality Assured)

c) Indicators for the annual review will include: -

Analysis of success of remedial action following the previous years Performance Review.

Current years Assessments.

Identification of areas where the current systems for measuring

performance are absent or inadequate.

The degree of compliance with the specification.



Name of Procedure: Review and Planning

Issue Date: 1/05/04


Page No: 2 of 2


Review Date: 05/05

Benchmarking success rates and management practices with other

similar departments/organisations.

Training needs analysis and the evaluation of training .

Budgetary commitment to health and safety.

The findings of this review will be presented in the form of a written report, which analyses the performance indicators under scrutiny and makes recommendations for remedial action. These recommendations will form the basis for the Customer Service Plan, which will be incorporated into the DS Catering Business Plan.

Primary School Parent Consultation Exercise 1. What does you child have for lunch (please circle the appropriate answer)

a) a school lunch please go to question 5

b) packed lunch please go to question 2

c) lunch at home please go to question 3

2. Why does he/she bring a packed lunch? 3. Has your child ever had lunch at school? (please circle the appropriate answer)

a) yes please go to question 4

b) no please go to question 5

4. Why did he/she stop having them? 5. What do you think of the price of school meals? 6. Have you seen the menu? 7. What do you like/dislike about it? 8. What do you dislike about it? 9. If you could change anything about the service here what would it be? 10. What is your child's favourite food? 11. What is your child's least favourite food? Thank you for taking the time to complete this questionnaire.

CSD 3 Student Survey Class ___________ I use the canteen daily / more than once a week / less than once a week (please delete as appropriate) 1. 2. 3 4. Please read the statements below and tick the appropriate comment box. Disagree

strongly Disagree Agree Agree

strongly Food in the canteen is good value for money

The portion sizes are good

If the burgers and pizzas were like the ones I buy on the high street I would be prepared to pay a little more for them.

I can usually find something I like on the menu

If you come in at the end there is not much left to choose from

I prefer to eat healthy food

The staff in the canteen are friendly and helpful

The meal of the day menu is boring.

There is a good choice of vegetarian food

I buy food on my journey to / from school rather than eat in the canteen

I would prefer a wider range of salads

I would like to see more multi-cultural foods on the menu.

The sectional trays and plastic cutlery put me off using canteen.

I like using the cashless system to pay for my food.

The sandwiches are generously filled with good quality, tasty fillings.

Please turn the page and tell us your favourite food, or one that you would like to buy at lunchtime and also your least favourite food. Thank you for taking the time to complete this survey.

INFORMATION RECEIVED Food transportation between kitchen and school 21. /22. Transport is supplied in accordance with a Service Level Agreement

between DS Catering and Environmental Direct Services (EDS). The service is monitored at unit level (see check sheet as above). Any issues arising due to non-compliance are raised through the line management structure.

23. All staff are employed by EDS 6;8;10;14;16;19;22; Standards are specified in contract documentation and monitored by Client Officer. Currently Inspection Forms/Complaints Forms are manual but these are shortly to be replaced by an electronic system. [current examples attached].

School Catering Service Inspection Report

Date: 07 July 2004 Location: Hounslow Town Time Arrive: 12.00 Time Depart: 13.00 Inspector: Bruce Headford Menu - All available to end of service Turkey burger in bun Fish fingers Vegetarian sausages Cheese –onions Bap Creamed Potato Peas (should have been green beans/sweetcorn) Cherry Flan and cream (as menu) Chocolate sponge and sauce (?) Salad/Coleslaw Yoghurt Fresh Fruit (limited) Staffing: 1 Service Supervisor + 2

Might be useful to supply name badges to encourage conversation Service: Commenced 12.00 Finished 12.50

Continuous service but two long gaps in pupils coming in. Asked SMSA reason for this and she said there is insufficient seating capacity. Hall will not hold any more table-seating units. Temperature of food suffers through delays in service. Tested temperatures at end of service and food was warm. Catering staff encouraged children to take veg/salad but reaction was sometimes hostile. Needs to be managed delicately. Service supervisor hands pupils cutlery –this should be self-help.

Equipment / Premises: • Confectionery displayed in boxes – not attractive. Display baskets

required. • Cutlery needed to be replenished during service – more needed. • Cutlery trolley to be supplied. Health & Safety: • Queuing system changed since last visit to prevent pupils with meals

crossing pupils still queuing. • Water dispenser no longer self-help. SMSA’s fill jugs from dispenser

and carry to hall. General: Available for purchase: Hi Juice Flavoured water Kit Kat Caramel Hoola Hoops Service supervisor said there is confusion as to what pupils are able/not able to purchase and she would rather these were not available. Encourages pilfering. Might be useful for Head of Ivybridge kitchen to visit.

School Contact: C. Hill - Head teacher Head SMSA Teaching staff Free Meals: Entitlement: 93 Uptake: 94 (101%) ?? Confer with administrator


Date: 02 March 2005 Location: Hounslow Town Time Arrive: 11.45 Time Depart: 13.30 Inspector: Bruce Headford / R. Day – Chair of Governors Menu: Turkey burger Menu as printed Lamb Lasagne Available to end of Service Cosmic Crunchie Courgettes/ Baked beans Arctic Roll Salad Bar Yoghurt Fresh fruit Cheese and Biscuits Staffing: Service Supervisor + 2 Service:

Continuous. Pupils offered choice and encouraged to try salad/courgettes Some pupils had no sweet (4 choices) but bought crisps etc.

Equipment / Premises: • Kitchen window to be screened • Ventilation hood over wash-up Health & Safety: .

General:

• Smaller children needed encouragement to use salad bar. • Year 5 + coped well with self-help • Lettuce tongs were too big for younger pupils • Pupils in the main did not know what courgettes were – had to be

encouraged to try • Cutlery skills needed reviewing – in main pupils use spoons or

fingers • Pupils questioned on what salad they got at home – lettuce,

cucumber, tomato, beetroot, pasta.

School Contact: R. Day – Head of Governors C. Hill – To arrange Meeting for new menu (1st week of term)

Free Meals: Entitlement: Uptake:


Date: 12 October 2004 Location: Hounslow Town Time Arrive: 11.45 Time Depart: 13.15 Inspector: Bruce Headford Menu Chicken & Mushroom Puff Carrot cake Fish Nuggets Raspberry Sponge Chicken sausage Fruit Salad Monster Feet Yoghurt Smilies Fresh Fruit / Cheese & Biscuits Sweetcorn Coleslaw Salad Menu totally fast food. No fresh veg – SS said children don’t like broccoli Sausages overcooked and shrivelled (some returned) Monster feet easy option to home made pakoras Last pupils had no choice, no veg, no sweet 10% extra not sent, everything was used Staffing: 1 Service Supervisor 2 GKA’s (1 cashier)

Service: 2 sittings: 12.00 – 12.20 12.30 – 12.45

Pupils initially given choice of entrée. V little interaction between catering staff & pupils. Pupils not encouraged to take salad, fruit etc. SMSA’s more attentive to pupil’s needs in servery Fresh fruit hidden and almost unobtainable – 6 apples, 2 oranges, 2 bananas in b & s tin – nothing taken. V. poor sandwich/roll choice.

Equipment / Premises Display tables used for large crisps/biscuits boxes Yoghurts and fruit are difficult to see/ obtain Cutlery is difficult for some pupils to reach No room for trays on display table Health & Safety: Water cooler tray overflowing during service. Not emptied; spillage on floor

General: Visit did not reflect what DS is capable of. Is there any liaison between servery and kitchen? Who is deciding what the pupils should eat? Marketing (baskets, dishes, display units) is non existent Interaction between catering staff and pupils is poor Visit was not a happy experience.

School Contact: C. Hill - Head teacher Concerned that service does not reflect issues discussed at Council meetings. Concerned that adviser on Healthy Schools accreditation could not find anything healthy. Feels standards have deteriorated. Free Meals: Entitlement: Uptake:


Date: 18 May 2004 Location: Heston Infants Time Arrive: 11.50 Time Depart: 13.00 Inspector: Bruce Headford Menu: Non Pork As published: Lamb Mince Rice Poultry Sausages Veg Teddies or Salad (not displayed) Carrots Green Beans Mash Jam tart custard or fruit/yoghurt (not displayed) Lamb Mince not popular – only choice for last six customers Staffing: 1 Service Supervisor 1 GKA (agency)

1st sitting 4 SMSA 2nd sitting 3 SMSA Service Supervisor under pressure with staffing situation. Appeared agitated throughout service and consequently interaction with children was lacking. (No smiles) Service: 1st sitting 12.00 – 12.20 (service) 12.35 (clear)

2nd sitting 12.40 – 12.50 (service) 13.00 (clear) Trays and cutlery laid on table – should be self-help. Trays left to SMSA’s to clear – should be self-help. There was a lot of waste on 1st sitting. Children were given 3 sausages. If they had been asked if they wanted 1/2/3 there would have been sufficient for 2nd sitting. Dining room very noisy.

Equipment / Premises: • Cutlery / tray trollies to be ordered to avoid excessive handling of

equipment. • Janitorial – on order. • Boiler – to be replaced during summer holiday. This will allow constant hot

water. • Time – switch not being used on hot trolleys. • Water cooler to be considered. Team to visit Sparrow Farm. Health & Safety: • Some use of hands for food service. • Water beakers cleared into bucket with surplus water. • Service and cleaning trolleys needed for trays/cutlery to avoid

excessive handling.

General: Service needs streamlining when new menu comes into operation. • Cutlery/trays should be self help • Food should be displayed properly on equipment provided • Clearing should be self –clear. Training for new service needs to be stretched from dinning hall to cleaning /clear up procedures in kitchen.

School Contact: Arranged meeting with M. Hoffman for 09 June 2004 @ 09.30 hours.

Free Meals: Entitlement: 35 Uptake: 22 (62%)

SCHOOL MEALS REVIEW - Meetings, agendas, and minutes

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