Identifying Managerial Traits for Quality Management in Foodservice and Clinical Nutrition Services1

Abstract

A survey instrument, based on Deming's management theory, was developed and distributed to evaluate the managerial traits for quality in hospital foodservice departments. There were responses from 78 foodservice managers and supervisors (FS group) and dietitians and supervisors (CN group) from seven participating teaching hospitals. Analyses included descriptive statistics, correlations, ANOVA, and cluster analyses for the demographic and managerial traits. No significant differences were found for managerial traits between the FS and CN groups. Seventy percent of respondents were rated in the “not‐sure‐manager” category, versus Deming manager or non‐Deming manager (“traditional”). Those respondents who perceived themselves to be highly involved with decision making in the department, had higher ratings for psychology traits; whereas, those with low involvement had good knowledge skills about how to achieve consumer satisfaction. Implications are given about how this survey instrument can be used in foodservice departments where quality concerns are paramount.