How do you coach staff on quality standards?

Quality standards are essential for any F&B operation, as they ensure customer satisfaction, food safety, and operational efficiency. However, quality standards are not just a set of rules or procedures that staff have to follow. They are also a reflection of the culture, values, and vision of the F&B operation. Therefore, coaching staff on quality standards is not just a matter of training or monitoring, but also of inspiring, motivating, and empowering them. In this article, we will explore some effective ways to coach staff on quality standards in F&B operations.

1 Define and communicate quality standards

The first step to coach staff on quality standards is to define and communicate them clearly and consistently. Quality standards should be based on the F&B operation's goals, customer expectations, and industry best practices. They should also be measurable, achievable, and relevant to the staff's roles and responsibilities. Quality standards should be communicated to staff through various channels, such as manuals, posters, meetings, feedback, and recognition. Staff should understand why quality standards are important, how they are evaluated, and what are the consequences of meeting or exceeding them.

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Hassan Kano

Food Safety And Quality Specialist
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Neema, a small company, initially implemented HACCP to meet its goals and customer expectations successfully. But as the company grew and expanded its target market, it faced the challenge of aligning its standards with its evolving objectives. I was brought in to assist in obtaining FSSC version 4 (now evolved to version 6) and GSO certifications. Neema made significant investments in food safety, focusing on achieving excellence rather than perfection. We emphasized training, clearly defined standards, and consistently communicated the importance of a robust food safety system, placing a strong emphasis on continual improvement.

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2 Provide regular and constructive feedback

The second step to coach staff on quality standards is to provide regular and constructive feedback. Feedback is a powerful tool to reinforce, correct, or improve staff's performance and behavior. Feedback should be timely, specific, and balanced. It should focus on the facts, not the person, and highlight the strengths and areas for improvement. Feedback should also be aligned with the quality standards and the staff's goals and expectations. Feedback should be given in a respectful and supportive manner, and staff should be encouraged to ask questions, share opinions, and suggest solutions.

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Hassan Kano

Food Safety And Quality Specialist
(edited)
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Fostering a culture of openness and feedback is paramount to our commitment to maintaining the highest standards of food safety management. We have always encouraged both our dedicated employees and valued customers to freely share their insights and concerns regarding the health of our Food Safety Management System (FSMS). In one notable instance, a customer raised a concern about the presence of excessive hair on carcasses. In response, we conducted a rigorous root cause analysis, which led us to identify a deficiency in our existing procedure which was thus revised. This allowed us to effectively address the customer's immediate concern and also led to the enhanced efficiency of our flaying process through focused training initiatives.

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3 Demonstrate and model quality standards

The third step to coach staff on quality standards is to demonstrate and model them. Staff learn best by observing and imitating others, especially their leaders and peers. Therefore, leaders and coaches should set an example of excellence and professionalism in their own work and behavior. They should also showcase and celebrate the achievements and best practices of other staff members who meet or exceed the quality standards. By demonstrating and modeling quality standards, leaders and coaches can create a positive and aspirational culture in the F&B operation.

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4 Involve and empower staff in quality improvement

The fourth step to coach staff on quality standards is to involve and empower them in quality improvement. Staff are the ones who execute the quality standards on a daily basis, and they have valuable insights and ideas on how to enhance them. Therefore, leaders and coaches should solicit and listen to staff's feedback and suggestions on how to improve the quality standards, processes, and outcomes. They should also involve and empower staff in implementing and evaluating the changes and innovations. By involving and empowering staff in quality improvement, leaders and coaches can foster a sense of ownership, engagement, and creativity among them.

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5 Provide ongoing training and support

The fifth step to coach staff on quality standards is to provide ongoing training and support. Quality standards are not static, but dynamic and evolving. They need to be updated and adapted to the changing needs and expectations of customers, markets, and regulations. Therefore, staff need to be trained and supported to keep up with the latest trends, techniques, and technologies in the F&B industry. Training and support should be tailored to the staff's needs, preferences, and learning styles. They should also be interactive, practical, and fun. Training and support should be delivered by qualified and experienced trainers, coaches, or mentors.

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Hassan Kano

Food Safety And Quality Specialist
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We prioritize a culture of continuous learning and professional development within our organization. We consistently conduct ongoing training programs designed to enhance the skills and knowledge of our employees, aligning their expertise with their respective functions and our Food Safety Management System (FSMS). These initiatives not only foster personal growth but also strengthen our commitment to upholding the highest standards of food safety and quality in all aspects of our operations.

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6 Recognize and reward quality performance

The sixth and final step to coach staff on quality standards is to recognize and reward quality performance. Recognition and reward are essential to motivate, appreciate, and retain staff who meet or exceed the quality standards. Recognition and reward should be timely, specific, and meaningful. They should also be linked to the quality standards and the staff's goals and expectations. Recognition and reward can be formal or informal, individual or team-based, monetary or non-monetary. They can include praise, certificates, bonuses, incentives, promotions, or opportunities.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Craig D'Souza

Project Transformation and Resilience @ E-Risk360 | Due Diligence & Risk Management Expert
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Coaching staff on quality standards can be a collaborative and empowering process. One way you can approach it is by capturing key learnings and successes: Create a system for documenting and sharing lessons learned from both successes and failures. This knowledge can inform future quality standards.

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How do you coach staff on quality standards?

1

2

3

4

5

6

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1 Define and communicate quality standards

2 Provide regular and constructive feedback

3 Demonstrate and model quality standards

4 Involve and empower staff in quality improvement

5 Provide ongoing training and support

6 Recognize and reward quality performance

7 Here’s what else to consider

Food & Beverage Operations

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How do you coach staff on quality standards?

1

2

3

4

5

6

7

1 Define and communicate quality standards

2 Provide regular and constructive feedback

3 Demonstrate and model quality standards

4 Involve and empower staff in quality improvement

5 Provide ongoing training and support

6 Recognize and reward quality performance

7 Here’s what else to consider

Food & Beverage Operations

Rate this article

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