Question 1

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

Accepted Answer

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

Question 2

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

Accepted Answer

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

Question 3

Restaurant customers frequently

Accepted Answer

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

Question 4

Which of the following is an example of direct monitoring?

Accepted Answer

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

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

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

Question 8

A Standard Manpower Requirement Chart:

Accepted Answer

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

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is an example of indirect monitoring?

Accepted Answer

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

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

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

Question 18

Sources of indirect monitoring can be

Accepted Answer

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

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 21: Monitoring Performance and Taking Corrective Action

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

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

Restaurant customers frequently

Which of the following is an example of direct monitoring?

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

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

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

A Standard Manpower Requirement Chart:

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

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

Which of the following is an example of indirect monitoring?

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

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

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

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

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

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

Sources of indirect monitoring can be

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

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