02 - Vas vodic poslovnog razvoja

Vaš Vodič PoSLoVNoG razVoja

in staffing organizations. in smaller your efforts, none of it is fiction. it is
employers, this positioning com- all true.
pensates for the lack of recruiting
experience among many of those - When you see your Career record
who will be reviewing your resume. as a book about you – an unending
tale of exploits and achievements –
Turning You Career it suddenly become less of a burden
Record into a Resume to write and keep up-to-date. It is a
part of diary, part of autobiography,
- There is an old saying that every and part personal best seller. it is a
person has a book inside them, wait- new genre; it is a „self-serial“. it is a
ing to bi written. and many of us, book about yourself that you develop
from time – to - time, feel the creative in installments over time. a self-
urge, the desire to tell that tale, to serial is the work we all want to
coax it out of us and get it down on create – for our own enjoyment and
paper. Then, all too often, we stop. for the edification of others – namely
Why? Because the plot line is not all of those employers out there that
clear, and the protagonist of our will be desperate to hire us... if they
story remains indistinct and un- know just how accomplished we
known to us. are.

- it is a common mental block, but Give Yourself the
one you can break through by chang- Unabridged Edition
ing how you view your Career
record. That document is your career - While employers want the abridged
story, a tale that traces your jorney edition of your self – serial, you, of
toward accomplishment and fulfil- course, deserve the complete story.
ment in your work. It describes the The short version may be all that
challenges that you have faced and matters to an organization, but you
surmounted and the opportunities can learn from and appreciate the
that you have grasped and trans- whole of your record. That document
formed into a new adventure. The is an account of your personal
hero of this account, of course, is a growth in the world of work. Your
person with whom you are very fa- Career Record includes all of your
miliar: you. You are the champion career victories – every employer
at the centre of it all, and thanks to to which you contributed your tal-

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ent, every job where you accom- thing that might be important to
plished goals and achieved success, the employer or recruiter.
and every work experience in which
you enhanced your ability to be 2. Keeping your Career Record up-
the best you can be through the ex- to-date and complete enables you
pression of your Natural. It is your to recognize and celebrate your
career epic and you should tell it own success – the career victories
with all of the richness of context you have achieved. regularly setting
and detailed information you can your career milestones down in
recall. writing is a way of giving yourself
a weel-deserved pat on the back.
- Writing such a book and keeping it You pause in life s hectic bustle
up-to-date clearly require an invest- and remember what you did on-
ment of time and effort. Given the the-job that made you more capable
already hectic and over – scheduled in your field and more satisfied
lives most of us have this days, it is with your work. You do more than
reasonable to usk: what do you get just recall those situations, however;
for all of that work? Said another you memorialize them in writing,
way: why bother? and the resulting document gives
them permanence and a prominent
- There are several reasons for investing role in the mosaic of your life.
the time and effort neccessary to cre- When times are difficult, that record
ate a fulsome Career record: is there to remind you of what is
positive in your career. And, when
1. The more complete the list of your times are good, it is there to help
career victories – the challenges you you remember all of the preparation
have faced, the goals you have met, and development you completed
the accomplishments you have to make your success possible.
achieved and the rewards you have
earned – the deeper the inventory - When your Career record does that
of supporting facts you have on – when you can visualize your
which to draw when tailoring your progress toward being the champion
resume for a specific employment within you – you release a powerful
opportunity. That saves you time – jolt of satisfaction and fulfilment into
enabling you to respond to an open- your consciousness. You create the
ing more quickly – and ensures that career equalent of the endorphin
you do not inadventenly omit any-

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high that athletes achieve in meeting More than all of that, however, an
physical tests. This self – acknowl- unseccessful personal review is the
edgement of work well done is the warning sign only you can see and
highest reward – the most enduring you can do something about.
form of compensation – you can
earn in the workplace. You enable - What actions should you take if you
yourself to feel each and every climax see such a sign? Go back to the
in your personal pursuit of Happi- Career Fitness Work-in and recommit
ness. yourself to practicing its exercises in
your work every day. That may
What Happens if There is seem onerous and even frustrating
No Happiness? in the beginning because you have
to expel the toxins of lethargy and
- None of us are perfect, so there may inattention. once they are eliminated,
and likely will be times when your however, once you have reconnected
personal performance review does your career with the powerful posi-
not yield the positive self-assessment tive influence of working at your
we would all like to have all of the Natural, you will feel reengaged and
time. at these junctures, a candid reenergized.
personal evaluation confirms what
you are probably already feeling in- - if, on the other hand, you cannot
side: the happiness is missing. What seem to expel those toxins, if you
happens then? What should you do see that you are unable to do your
when you look at your career and best work and earn the self-fulfillment
do not see any victories, when you it provides, then you should stop
are unable to note any progress on what you are doing and return to
your Career record? the Career Fitness de-Stress Test and
the Warm-up module. You cannot
- Such a performance review is a clear build effective career health without
and telling signal to you that you a solid foundation of preparation
are letting your Career Fitness flag. and planning.
it is the undeniable evidence that
you have stalled in the development - i do not understand the guys who
of your Natural. it is proof that you spend 30 years of their life doing
are no longer moving forward in something they hate so they can spend
your quest to be the best you can be. the next 30 years (or less) doing ab-
solutely nothing but watching their

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health fail. No, i am talking about Because if i do that, if i re-imagine
making career change, a complete my career as a place where i reach
break from what i have been doing for the epitome of me, then i know
to something new and more satisfy- that i will have found the true end
ing. of my story and can work forward
from there. To me, it is a 21st Cen-
- i am spending more than a third of tury way to help people find work
my life on-the-job. Should not all in a field that is almost as old as
those hours be just as important as humankind.
the other sixteen? Should not they
give me just as effective a way to be - it is more than being the boss and
at my best, to leave the world a little the owner. i had a taste of that in my
better place than it was when i start- previous life, and nice as it is, it was
ed? Should not my work give me not enough. No, what gets me up
the same opportunity the headline and racing out the door is the other
makers have to create a legacy, a part of my job, the part i never had
legacy to be proud of? It is not that before. The part i believed all along
titles and profits are unimportant, should be there but never was. Not
it is just that – when I look at the only do i work of running my busi-
purpose of my life s work – they ness, but i am also responsible to
are not all that important to me. creating the content of our site. In
other words, I have to write. I have
- i cannot speak for any other place to write every single day. It is part
else on earth, but i can speak about of my workday; it is the task I have
this country. My country. The Unit- to perform to be successful. It is
ed States of america. it has taken the work that finally has me feeling
plenty of knocks over the past cou- fulfilled. It has been a long quest,
ple of years, but whether they were this pursuit of happiness, but finally
deserved or not, i still think that I feel as if I am heading in the right
here is the place, imperfect as it direction. Toward the north star of
may be, I have a perfect coincidence me.
of circumstances. I have an ex-
traordinary situation that enables - I can tell you one think. I have
and obligates me to be more than done this my way. I do not have
an ordinary person, to become the anybody to blame for this win but
best version of myself I can be. me, and I love it.

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Rookies & How to Enter the Phase 1: Preparation Prior to Your
World of Work Job Search

- We are supposed to be perfect our - Phase 1 begins 2 years prior your
first day on the job and then show first job search and ends the day
constant improvement! befor you begin it. during this period
of time, you should emphasize the
- Every one in the workplace begins following exercises:
as a rookie, an entry-level worker
embarking on their first full time 1. Pump up your cardiovascular sys-
employment. The way we handle tem. Acquire the education and
this situation affects the health of skills that will put you at the leading
our careers. How well we start our edge of knowledge in your field.
work for employers significantly in- This expertise is the only effective
fluences both the paycheck and the counterbalance to your lack of work
satisfaction we bring home from experience.
work.
2. Strenghten your circulatory system.
- To be successful in this situation, Nurture your contacts in school,
you must have both an under- both among your peers and your
standing of and a commitment to instructors. do the same outside of
the philosophy of Career Fitness. school, focusing on family friends
But, even that is not sufficient to and acquaintances and on contacts
ensure success, because finding you can make in the workplace
your first job represents special through an intern program or part-
challenges. an entry-level job time work.
search imposes obstacles and pres-
sures that are unlike any others in 3. Develop all of your muscle groups.
the world of work. To respond ef- resist effort to force you into a
fectively, therefore, you must also single, circumscribed field of study.
be able to tailor the way you use Seek coursework and experiences
the Career Fitness regimen in this that will enable you to reinforce
situation. You must know how to your core area of expertise with ad-
adopt your practices but - not their ditional and complementary capa-
underlying principles – to the re- bilities.
ality of that challenge.
4. Stretch your soul. Broaden your
perspective and sense of purpose
by „sampling“ a range of activities

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that enable you to do work for the peak. You have many years of po-
betterment of others. Search for an tential happiness ahead of you, but
endeavor where you can apply your only if your work is governed by
Natural for the good of your com- your own expectations and those
munity, society at large, or the planet expectations are challenging but rea-
on which we live. sonable and sustainable.

Phase 2: Your Job Search Which Employers Should
You Work For?
- Phase 2 runs from the first day of
your first job search until its conclu- How to Pick Yor Own Dream Team
sion on your first day of employed
work. during this period of time, - You have no control over what the
you should emphasize the following other guy does. You only have control
exrecises: over what you do.

1. Increase your flexibility and range - a team in an ordinary frame of
of motion. Be willing to adjust your mind will do ordinary things. in
employment goals (a.g., the kind of proper emotional stage, a team will
job you are willing to take, the com- do extraordinary things. To reach
pensation level you will accept or this stage, a team must have a motive
even the location where you would that has an extraordinary appeal to
agree to live) in order to work at them.
your Natural in a position that en-
ables you to grow and advance.. - Research indicates that the number
one reason a person does not work
2. Work with winners. Pick your first out when hired by an employer is
job carefully. While the allure of a not that they cannot do a work. It is
large paycheck can be strong, it is that they cannot fit in. Their per-
ultimately more beneficial for you sonality, beliefs and goals do not
to select a position where you can mesh well with the organization s
learn from and advance with a suc- culture, values and mission. That
cessful employer, boss and/or disconnect leaves them feeling un-
coworkers. comfortably out-of-step. They are a
misfit in the organization. They are
3. Pace yourself. Start fast, but re- working with the wrong team. in
member to care for yourself so that that environment, they cannot per-
you can always perform at your

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form at their peak; they cannot suc- ganization that you are considering
ceed on-the-job; and ultimately, they for employment. if you find you are
cannot maintain the healt of their now working in a wrong environ-
career. ment, move as quickly as you can to
another, more supportive organiza-
- Career Fitness, therefore, involves tion. and, if you determine that one
practicing the habits of a helthy career or more of the employers you are
while working for employers that concidering are not a good fit for
are healthy for you. only employers you, avoid them, no matter how lu-
that fit you, that match your values crative an offer they make or how
and goals – not the other way around well regarded they may be in the
– can position you to hone your Nat- media. The goal of using screens is
ural and pursue happiness through not to find „the best employers to
its expression. work for“ but rather, to identify
„the best employers for you to work
- To identify such organizations, you for“. The former is a public relations
must apply two different screens: exercise; the latter is the key to Career
Fitness.
1. The first screen detects organiza-
tions that operate as bullies. These Bullseying the Bullies
are harmful employers that must be
avoided at all costs. They create a - answer the following questions,
toxic environment that will weaken eather through your own observa-
and eventually destroy the health of tions or by conducting research
your career. among published news and trade
articles and other secondary sources:
2. The second screen pinpoints those
employers with policies, practices 1. do supervisors and managers pub-
and norms that support and rein- licly or privately denigrate and
force your best work and your abil- ridicule employees when they de-
ity to advance your career. all em- cide to leave the organization for a
ployers have unique cultures, so you better opportunity with another
must determine which of the best employer?
employers is best for you.
___ Yes = 0 points ___ No = 1 point
- These two screens are provided be-
low. Use them to assess your current 2. is the person in charge of employer
employer and to evaluate any or- s Human resource function a senior

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executive in the organization and 7. do employees feel as if the organi-
does that person report directly to zation provides them with the tools,
the Chief Executive officer? resources, direction and training
necessary to exel at their job?
___ Yes = 0 points ___ No = 1 point
___ Yes = 0 points ___ No = 1 point
3. does the organization provide some
form of transportation assistance 8. does the employer offer preventative
(e.g., gas allowance, a public trans- health programs (e.g., fitness club
portation subsidy..) if employees subsides, classes on healthy diets..),
have to commute to work? and are employees encouraged (with
time, financial incetives and susper-
___ Yes = 0 points ___ No = 1 point visior support) to participate?

4. does the employer increase the ___ Yes = 0 points ___ No = 1 point
cash compensation package of its
CEo (e.g., their salary and annual 9. does the employer provide adequate
bonus) at a persentage rate that is notification of layoffs ( at a by law
greater than the everage annual rate minimum) and are affected employ-
of increase in cash compensation it ees treated with dignity and re-
provides to its top performers among spect?
rank and file workers?
___ Yes = 0 points ___ No = 1 point
___ Yes = 0 points ___ No = 1 point
10. do employees feel as if they know
5. do employees feel that they are what is expected of them and why
regularly and meaningfully recog- and are organizatinal decisions,
nized and rewarded for their con- policies and financial results com-
tributions to the success of the or- municated to them regularly and
ganization? clearly?

___ Yes = 0 points ___ No = 1 point ___ Yes = 0 points ___ No = 1 point

6. do employees say that their super- - Tally the points earned by your cur-
visors routinely expect them to work rent employer and/or each of the
on weekends and during holidays employers you are considering. Those
and vacations, regardless of what that earn 6 points or less out of the
the organization s official policy 10 possible points fail. They are likely
might be regarding such require- to be bullies and working for them
ments? will harm your career.

___ Yes = 0 points ___ No = 1 point

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Finding Employers That Fit You 4. do you like:

- in order to identify the employers _______ a lot of supervision when
that fit you best, you must first know performing your work?
what you want and need from an
employer in order to feel comfortable _______ minimal supervision when
and supported. To put it another performing your work?
way, to determine which employers
you prefer, you must be aware of 5. do you enjoy an organizational
your own work preferences. culture where you:

Questions for You _______ are able and encouraged
to contribute your opinions about
- To determine those preferences, your employer s policies and pro-
think about the employment situa- grams?
tions in your career to-date where
you have done your best work and _______ are not encouraged or
then answer the following questions: asked to contribute your opinions
about your employer s policies and
1. do you prefere to work in: programs?

_______ a hierarchial organization, 6. do you like an organization where
one that has a vertical structure you:
with numerous of positions?
_______ are expected to channel
_______ a horisontal organization, your work – related communica-
one that has a flat structure with tions through a defined chain of
few levels of positions? command?

2. do you prefer to work: _______ can communicate with
whomever you please within the
_______ in teams? organization?

_______ alone? 7. are you most comfortable in an or-
ganization where you are expected
3. do you like a work environment to:
that:
_______ come up with new ideas
_______ changes constantly with and improvements in the way work
new assignment and projects? is accomplished?

_______ has relatively few or only _______ focus only on doing your
minor changes over time? job as a defined by the organiza-
tion?

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8. do you like an environment where employer or those organizations that
you are encouraged to: you are considering as potential em-
ployers.
_______ fix problems and deal with
unexpected situations when they What is Next?
occur?
www.CareerFitness.com!
_______ seek guidance from su-
pervisors when problems or un- - Now that you have read a main
expected situations arise? parts of Work Strong by Peter WEd-
dLES s, (www.weddles.com), and
9. are you most comfortable in an or- put the principles and practices of
ganization that: the Career Fitness System to work
for you, keep it up. Keep working
_______ requires, at some point, on strenghtening the power and the
that you move into management promise of your career.
in order to advance?
How can you do that?
_______ offers advancement op- By regularly visiting
potunities separate from its man- www.CareerFitness.com
agement positions? www.weddles.com/Work strong

10. do you prefere an environment ::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
that is:
JOB DESCRIPTIONS
_______ informal, with causal dress
the norm in the workplace, open počeo 6.06.2012. godine
offices and few or no distinctions
between leaders and workers? - The more productive an operation,
the more profitable it will be. The
_______ formal, with business dress development of more productive
the norm, traditional offices, and personnel is one of management s
clear distinctions between leaders prime responsibilities. Unnecessary
and workers? jobs and tasks should be eliminated.

- There are no right or wrong answers - Hospitality depends on:
to these questions. You are who you
are. The key, therefore, is to find
employers that will provide the en-
vironment and cultural norms that
best fit you. To do that, use the same
questions to investigate your current

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1. determining who your guests are; cording to assigned task procedures“.
Waiter s task is: „Knows and abides
2. anticipating what these guests by house rules“...
want; and
- a standard task procedure consists
3. Understanding which psyhological of written statements which describe
needs they wish to have satisfied. how to carry out a task. Standard
task procedures cannot be written
- Guests have expressed physical until tasks have been clearly identi-
wants and unexpressed psychological fied.
needs. Physical wants of guests are
food, drink, and rooms in which to 1. recruitment,
sleep.
2. Selection,
- Psychological needs are for attentin
and recognition. 3. Placement, and

- in service industries, workers „flow“ 4. Training.
to the work, the reverse of what
happens in manufacturing business. - recruitment is the process of dis-
covering tha manpower sorces that
- individual jobs can be broke down will match the staffing needs of an
into smallest work komponents: establishment. The amployee selec-
tasks, and task, in turn, can be broken tion process includes these steps:
into their step-by-step procedures.
a task is a group of logically related 1. Preliminary screening,
procedures by which a work goal is
accomplished. 2. a review of the job application,

- The identification of unique tasks is 3. Employment interview,
critical to the task unit control. The
work goal of a task – the task s 4. administering of tests,
output – may be of a tangible nature,
such as a product, or of a less tangible 5. Physical examination, and
nature, such as a service.
6. reference chesks.
- The first performance requirement
to be listed on each TUjd (Task Unit - at the employment interview man-
job description) should be the state- agement can give the applicant a
ment, „Performs assigned tasks ac- copy of the TUjd for the position
for which he seems most qualified.

- in training, it is always important to
remember that one cannot assume
what the employee knows. in fact, it

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is better to assume employee „knows izing, directing, and controlling per-
nothing“ until he prowes othervise. sonnel. This factor measures the de-
gree of responsibility for planning,
- Variations in location: downtown, organizing, directing and controlling
shopping center, neighborhood, high- personnel.
way, resort, air, industrial,
institutional, military, sea and river, - SUPERVISING – determining or
catering, trucks, correctional, edu- interpreting work procedures for a
cational... group of workers, assining specific
duties to them, maintaning harmo-
- Variations in clientele: „eaters out“, nious relations among them, and
„diners out“, „casuals“, tourists, lo- promoting efficiency.
cals, institutional, patients, adults,
children... - a distingtion is made between line
suppervision and functional gudince
- JOB EVALUTION - can be defined and control. Line supervision in-
as the complete operation of deter- cludes responsibility for determining
miming the relative value of a job in personnel required; organizing the
relation to other jobs in the organi- work force; selecting, training, and
zation. dismissing employees, setting ob-
jectives and performance standards;
- JOB CONDITIONS – the physical determining methods and procedures
surroundings in which job must be to be followed; and directing the ac-
done and the extent to which these tivities of personnel directly or
conditions make the job disagreable. through subordinates.

- SKILL - can be defined as including - FUNCTIONAL GUIDINCE AND
all abilities and knowledge that an CONTROL, on the other end, is the
employee must bring to a given job implementation of programs, polices,
or develop while on the job. procedures, and methods in organi-
zational units other than that of the
- EFFORT – refers to both the mental incumbent has neither direct nor in-
and physical energies needed to per- direct line supervision.
form jobs.
- INSTRUCTING – teaching subject
- PERFORMANCE APPRAISAL – matter to others or training others
the evaluation of how well an em- through explanation, demonstration,
ployee performs on the job. and supervised practice.

- SUPERVISION – is the degree of
responsibility for planning, organ-

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- Elements of the task unit concept: becomes a basic performance guide
because it now includes all the in-
1. Guests needs determine the stan- formation the employee must know
dards that prevail in an establish- to perform the task.
ment. Their needs are both physical
(for food, drink, and rooms in which 7. The task, therefore, because it pro-
to sleep) and psychological (for at- duces a product or service, becomes
tention and recognition). the basic organizational and training
unit for all activities at a sub-man-
2. The standards that guests want agerial level.
are made into policy by management
after evaluating who the establish- 8. individual workers can be trained
ment s guests are and which of their for their specific jobs by using stan-
needs should be fulfilled. dard task procedures for the task
assigned to specific job titles. Training
3.Tasks, in turn, are generated by the can be accomplished quickly and
standards that have been set. These economically for a specific job, with-
tasks can be identified and described, out wasting training time on proce-
and are the same or highly similar dures or task assigned to other jobs.
in all establishments.
9. Since each task is independent, any
4. A task can be broken down into its task required for an operation may
logical procedures, which may be be delegated to any employee who
identified and described precisely. meets the time-location-ability-to-
perform requirements for that task.
5. The procedures of individual tasks
do not change, but the number of 10. jobs for individual workers may
times each task needs to be per- be established and described by
formed varies with type, size, vol- selecting from an industry – wide
ume, and hours of opretaion of the master list of nearly 4.000 tasks re-
individual establishment. quired to operate hospitality es-
tablishment. all the tasks a worker
6. A standard method for performing is to perfom thus, task unit job de-
each task can be developed. The scriptions that are unique to each
method should be the most efficient establishment are created. This list
method possible for performing of hospitality industry tasks appears
that task with the tools, equipment, on the appendix.
or machines at hand. The task can
be detailed precisely in a standard
task procedure (STP). The STP then

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11. Establishment – tailored task unit tasks assigned to them, depending
job description and their accom- upon the places where the jobs are
panying standard task procedures performed. For example, a table
are highly effective check lists for busser in a formal dining room may
supervisors and management. The perform different tasks than a table
checking off from the master list busser employed in a coffee shop.
of tasks assigned helps to ensure
that every service desired by guests - Job titles are important not only to
(and management) has been dele- employees but also to the people
gated for performance. Task unit with whom employees come in con-
job descriptions, when accompa- tact.
nied by individual time schedules,
serve as check list on total work - For food production personnel, stan-
responsibilities. Standard task pro- dards may be set for the number of
cedures form check lists for the portions of food each employee must
proper performance of each task. process each shift.

- Worksheets should be filled in by - For waiters, the number of people
the supervisor for each employee in or covers to be served during a meal
his department. The last task listed period. Sales can be used as a maesure
on each job desription should be, of performance, too.
„may perfom all other duties as as-
signed by supervisor“. The „how - We make what people buy. If it
well“ is indicated in the performance does not sell, it does not get made.
requirements section of the TUjd.
- if your greatest resource is your
- Task performed – is the first section people, then it only makes sense that
of the task unit job description that your biggest investment should be
must be developed before any other in your people. develop them, grow-
section is written. ing them, training them. Be better
than anyone else in your field at
- In a new establishment, the manager what you do.
consults the master list to deside
which tasks are to be performed. - The menu, which lists the various
Specific location where the job is items offered by the establishment
performed is included because two to guests is the production guide for
jobs with the same title may vary in standardized recipes and standard
task procedures.

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- Quality control of food depends dard for each dish enabling them to
upon the development of highly reject or call to the attantion of the
standardized recipes that are followed service supervisor any deviation
rigidly. from the standard. This will prevent
customer dissatisfaction.
- Standardized recipes, accompanied
by a factory system of food pro- - Previous experience cannot be ac-
duction, provide management with cepted as a substitute for training –
tools for accurate cost, quality, and at least not until the manager has
production quantity control, and checked to see if what the worker
provide safeguards against loss by learned from his prior experience
pilferage. will result in performance consistent
with the standards of the establish-
- They increase labor efficiency by ment.
utilizing workers at their maximum
skill level and indicate where lesser - With more prepared foods, fewer
skilled employees can be used more chefs will be needed.
efficiently and trained for advance-
ment. - Guests judge the quality of the es-
tablishment by the actions of every
- Standardized recipes used like stan- employee with whom they come in
dard task procedures provide a basis contact.
for rapid and precise training of food
production personnel. These em- - The biggest challenges of hotel in-
ployees must be trained in: dustry is critical shortages of trained
staff. You can put people in place to
1. reading accuracy and comprehen- do things for you, but you have to
sion, be watching them all the time.

2. The precise meanings of terms in - The most important aspect of op-
what to do procedures, and erating a successful restaurant is
hiring the right staff the first time.
3. The manual skills necessary to use it focuses on people who are already
tools, utensils, and equipment of motivated, ready to learn and want
the trade, and to produce quickly to be trained.
and efficiently the finished foods
that meet the standards of the es- - reflecting that „you are where you
tablishment. live“, he insists on buying his food
from the farmers who raise it. We
- Photographs allow waiters to know
the establishments appearance stan-

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Muradinove mudrolije

knew that people wanted to eat light 3. Food and beverage cashiering
– cholesterol, salt, greasy food, fried and checking ................................... 32
foods, all those things were out.
4. Food preparation ......................... 476
- We were also one of the first to do
pasta bars, cooking it right in front 5. Food service .................................. 277
of the guests. People would see
pasta coming out of the pan into 6. Management and security ....... 430
their dish and they knew it was
fresh. 7.Marketing, sales, promotions
and public relations ...................... 66
- We are trying to put together some-
thing that will be totally new in 8. Purchasing ..................................... 41
foodservice. For restaurateurs a
chance for a fresh start. Chance to 9. receiving operations ................... 25
reinvent menu items, introduce new
food and beverage concepts and pro- 10. Stewarding and kitchen
motions. We try to produce dishes maintance ................................... 183
you do not find anywhere else. We
take the best from all. 11. Storeroom operations ............... 45

- Training is a function of operations, _________________
not an event that occurs a few hours
after an employee is hired. People Total 1.667
learn everyday and benefit from
what they learn. When training is Rebronja s Balkan Best
built into everyday operations it
drives productivity and efficiency. 1. Banqueting .................................... 35
The best training and coaching hap-
pens every shift. 2. Bar service ..................................... 57

- The food itself should leave guests 3. Food preparation ....................... 476
feeling that they have eaten some-
thing special. 4. Food service ................................ 277

- Hospitality industry taskas: 5. Management ............................... 430

1. Banqueting and social function 35 _________________

2. Bar service ....................................... 57 Total 1.275

- restaurant business lives and dies
by the quality of its food. Bread is
one of the first things that come to
the table. That first impression is
critical.

- Having branded people on site
makes the most sens because they
have the expertise, and can give you

164

Vaš Vodič PoSLoVNoG razVoja

the supervision and the tools to work technologies, training and motiva-
with. tion.

završio 28.06.2012. godine - increasing productivity is the most
important factor for the future growth
FOODSERVICE and success of our industry. it will
PRODUCTIVITY AND enable us to pay higher wages, com-
PROFIT IDEA BOOK pete on labor market and help solve
the shortage of skilled employees.
počeo 21. 01. 2013. godine Everyone knows that we cannot
make a lot of major changes in our
- Twin subject of productivity and industry overnight. But there is not
profit. The author offers proven ideas anyone who cannot start on this pro-
on how to increase profit through gram now and continue to improve.
better productivity. improving hun-
dreds of older, poorly-planned fa- - Productivity in foodservice indutry
cilities. is measured by sales per employee
per day, week or yea. Four produc-
- Proper layout and equipment are tivity indikators:
one of the key solutions to the lack
of skilled employees. We start with 1. averige check,
the advanced design, knowledge
and equipment avaliable today. 2. Customer count,

Improvement can be for: 3. Hourly sales figures,
- those involving little or no expense
and investment 4. Weekly report on your sales, main
- minor investment idea costs as food and labor.
- major remodeling and invesment
- establishing totally new operations. - Weekly hourly total must cover all
employees, including management
- It is a professional approach to and owner or anyone else who par-
solving the productivity problem. ticipates in the operation. The average
Not by making existing employees hourly wage rate is an easy figure to
work harder and faster but new arive at. it is your total dollar figure
for the week divided by the total
man-hour.

Successful restaurants:

- operate with a simple menu,

165

Muradinove mudrolije

- have little or no food preparation, - We are one of the few retail business
or industries that still both manu-
- there is a minimum of wasted steps factures and sells its products (items
and motions on the menu) on the same premises.
The main thrust should be to transfer
- The first thing to analize today in as much effort as possible from prepa-
any foodservice operation that is ration and manufacturing to serving.
having trouble (lack of business, high
costs, low profit, etc.) is the menu. - Everyone in the facility, including
The menu today is one of the keys the management, must focus his or
to productivity and profit. The first her complete effort and attantion on
step in improving menus is to es- the service of food during peak pe-
tablish a dayly count or tabulation riod. This is not the time to be doing
of items sold. all menus should be office work or peeling onions or
designed and set up so that they can washing pots and pans.
be changed frequently at low cost.
items that are not selling well, for - reduce preparation work in the
whatever the reasons, should be back kitchen as much as possible.
dropped from the menu. one of the weakest points in the
service is the servers getting their
- The wise course today is to prepare, orders from the kitchen. The primary
handle and serve as few items as goal is of concetrating all the forces
possible, but to do them well. on the important job of getting people
served well and fast.
- Learn to distinguish between food
preparation and food service. Em- - open for „no business“. There were
pasis on the busy periods. times when it did not pay to be
open. The key to the thinking about
- Establish item – costing program. hours and days is to remember al-
ways that we are trying to produce
- Lower prices, limited menus, fast maximum sales per hour per em-
service and high volume. ployee.

- Match the menus to your equipment - There is no foodservice facility in
and facilities. existance today that could not be
improved in some way or other. The
- Fit your menu to your employees. worst obstakle to improving pro-
You should study and see if the ductivity is habit – the many things
present staff can handle such a pro-
gram.

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that have been done wrong for a see how many in the industry would
long time with no one trying to im- buy a new car every two years but
prove on them: expect the kitchen equipment to last
10, 20 or 30 years. Everything should
- minor rearangements of equipment, be done to increase sales, produc-
tivity, efficiency and profits so that
- kitchen work tables – often these the money spent can be paid back
can be moved to a more desirable in a short time.
location,
- With all the knowledge, new equipm-
- can openers, slicing mashine, daily net, systems and controls avaliable
dry stores, polyethylene soak tanks, today this is very possible, and must
polyethylene ingredient bins, reach be considered carefully in the plan-
– in refrigerators, service stands (for ning.
servers)..,
Compile as much information as
- obsolete equipment – remove all possible:
equipment not in use,
- menus and prices,
- minor repairs...
- sales figures,
- Many improvements are just this
simple and obvious, but someone - profit and loss information. if the
must take the time to observe and food cost is high, perhaps better
think. This gradual step-by-step so- control is needed. if labor cost are
lution to the problem is the most too high, the layout can be improved
practical one and will produce the to give more productivity per em-
best results in the end. do everything ployee.
possible to correct and improve what
you have before going off on some - help turnover, talk with the present
wild and expensive tangent. employees often. They can point out
the difficulties and shortcomings of
- if the existing place is not run well the operation,
to start with, then major remodelings
are not always successful. If one ex- - sales counts, - menu tabulations
pects to stay in competition, he will should be examined carrefully befor
be forsed to go alone with the trends. redesigning any operation. Figures
showing what items sell most are
- Many people have no knowledge of most valuable,
the foodservice business and assume
that it is easy. it has been amazing to - average check,

167

Muradinove mudrolije

- hourly sales readings. it is important - local, state and country codes and
for the designer to know when the regulations,
peak period is so that he can properly
select the equipment need, - existing plans – if there are any
plans of the existing buildings and
- sales per man – hour, if the figures equipment layout, it is wise to find
are lower than average, this means them because they will save a lot
that changes in layout, systems, work of time and money when drawing
flow, product flow and even equip- up the new plan.
ment may be be needed to bring
productivity up to where it should - get professional help, seek out
be. the best avaliable, starting with
foodservice consultant – menu
-They were working as they had been planner and kitchen designer.
for many years even though the
equipment had been changed and - The consultant has the advantage of
streamlined. When any foodservice seeing and working with many dif-
employee has been doing something ferent types of establishments and
a certain way for years, it is very dif- can pass these on to anyone desiring
ficult to break the habit. Even though to make a change. „Free“ plans are
we provide food trays to speed serv- „worth“ every cent. To avoid all
ice, most of the servers are still „arm“ trouble the consultant should be
carring the food to the tables, making hired first. He will be able to save
hundreds of needless trips back and you money.
forth during each meal.
- once you have given him all the in-
- type of customer – every existing formation about what you want to
operation should know the types accomplish – the approximate
of customers it is serving, amount of money you wish to spend,
then he will be in a good position to
- new business possibilities – a outline a total program for you.
careful study should be made to
determine the possibilities of added - Make sure that foodservice layout
business, has been planned with the mini-
mum of equipment needed to do a
- employees avaliable, job. Make sure that equipment spec-
ified is standard and not custom
- added services for added rev- made.
enue,

168

Vaš Vodič PoSLoVNoG razVoja

- The failure of our industry to do ex- - outside storage facilities made from
tensive research, and arrive at proven standard pre-fab panels can be quick-
designs and systems, will continue ly expanded when the need arises,
to slow progress and result in higher
costs and lower profits. The amount - the dining room should be the starting
of money being wasted in all kinds point for all plans because this is
of foodservice facilities is staggering. where the man who pays the tab
One of the first step would be for will be.
all to realize that the kitchen should
be designed to function properly, - among the prime reasons for the
not to be a showplace. Let us con- low productivity per employee is
cetrate on making them efficient and excessive walking. When one is walk-
workable. ing, he is not producing. only when
we stand and use our hands and
The basic goals are: arms can we produce and put out
products of any kind. The less dis-
- to increase productivity, tance we move articles and fewer
times, the more productive we will
- to increase profits, be. Since the shortest distance be-
tween two points is a straight line,
- faster and better service, the most efficient flow for both
work and products is in a straight
- better food quality, line. a well – planned and organized
service kitchen or line is the key to
- improved storage facilities, speeding service and increasing sales
and productivity. Managers are hired
- increased sales or meals served, to produce and serve food. if your
productivity and speed of service
- reduction of number of employees are low, you will have difficulty
needed, keeping servers because they will
be unable to make any money. There
- changed emphasis from „food mak- should be enough service ware in
ing“ to food serving and selling, use to provide for a complete meal
without washing.
- addition of new features – take-out,
catering, banquets..., - a well – run operation should
issue from bulk storage areas only
- reduced food cost – through better
control and elimination of waste and
pilferage,

- reduction in other operating expens-
ess,

- re-use all existing equipment possi-
ble,

169

Muradinove mudrolije

once or twice a day and then they ant make the initial layout for the
should be locked. The well – seating and public area.
planned service pantry and service
kitchen should have enough space - Detaling and selecting equipment
or reach-in refrigerators and freezers for a foodservice layout – the archi-
to carry the food needed for the tect can supply the equipment de-
meal service. signer with an accurate floor plan
prior to the actual placement and
- one does not know for sure, in a selection of equipment.
new operation just what will happen
in many areas, so threre is an element - We do have the know-how, equip-
of guessing and assuming. after the ment, systems and ability to meet
overall plan is accepted, then it be- and solve most of the problems, but
comes a matter of attacking each de- there is still a reluctance by many to
partment to strenghten each as much give up the old and accept the new.
as possible. Let there be no doubt, new food-
service facilities, properly designed
- Equipment – every effort should be and planned today can produce
made to keep and reuse as much of higher productivity and larger prof-
the existing equipment as possible. its. it is possible by good planning
and operating techniques to produce
- Departments – some were relocated successful venture.
to achieve better work and product
flow for the facility. - The first step to take in the developing
process is to seek the best professional
- Central storage – an adequate central help possible, early in the game. it
storage area that could be controlled will be much easier for the architect
for dry, refrigerated and frozen items. to make his plans if he has even a
More consideration should be given preliminary layout of the areas need-
to the needs of the servers temselves. ed for the various function.
The lack of items needed for service
at the point where and when thay - do not plan the building first. it is
are needed causes more slow service often planned badly and will not
and confusion than any other single work well. it causes nothing but
factor in our business. trouble for years. The first and most
important thing to remember when
- Public area and seating plans – it is buliding any kind of foodservice op-
best to have the foodservice consult-

170

Vaš Vodič PoSLoVNoG razVoja

eration is that high productivity and - Fit the operation to the site – deter-
profit can and must be planned mine what is the best type of opara-
into the design at the start. tion for the particular site: fast food,
coffee shop, self – service...and it
Establish nature of the operation: will be the most important to choose
the right type of operation for the
- fast food, location. The high-priced gourmet
restaurant seems to be everyone s
- self – service, idea of the ideal type of opretaion
that will „surely“ produce the greatest
- table - side service, profits, but that is not always true.

- moderate – priced family type, - Fit the site to the operation – to find
a location well suited for method of
- take – out, foodservice. Than, establish the
menus first. Predetermine food prepa-
- banquet, ration methods. almost every item
to be prepared and served should
- drive – in, be discussed and the methods of
handling decided.
- vine and beer bar,
- For potatoes, provide cool place to
- coffee and refreshment bar... store the bags of potatoes and sink
for washing and eyeing.
- it is important to establish at the
start what type of operation will be - Two of the main problems in all
built and operated. one cannot be branches of foodservice are the lack
all things to all people and have of employees and the absence of
high efficiency, productivity and skilled workers. automatic equip-
profitability. ment can help to make up for both
the lack of employees and the lack
- it is human nature to avoid facing of skills. Most foodservice operations
difficulties or problems until one is are always short of all kinds of help
forced, and this is what many must and then wonder why their sales
now do in our industry. and profits do not increase. With
proper equipment, operator can
- Much time and money can be saved aford to pay more to fewer, better
if one will zero in on specific target
in the beginning rather than trying
to aim for the wide number of pos-
sibilities open. after that, decide if
you are going to serve breakfast,
lunch and dinner.

- What hours will you be open?

171

Muradinove mudrolije

trained and more productive em- chased for the month, less the current
ployees. Productivity is people inventory value gives the cost of
working smater. one of the largest food used for the month.
chains has always spent about a
week training the help in a new op- - Remember that pilferage and theft
eration. This chain also made a prac- are still among the leaders in causing
tice of no grand opening day – the losses and failure.
unit just opened and served the cus-
tomers as they come in. - How many places have portion
scales in the proper places and really
- Productivity may be encouraged by use them?
proper morale, and stimulated by
incentives. it is taught in the training - Buy some infra-red heat units to
program. To save man – hours you keep food hot after it is taken from
must schedule them, by days and the oven or broiler. add these unit
hours. Work assignment must be over your hot food shelf to keep
egual to employee ability. The key food hot until picked up.
to this labor scheduling technique is
the accurate projection of sales on a - Be sure your service stations are
daily basis. By avoiding too few em- large enough and you have enough
ployees at any time, the method of them located in the best places to
helps asure adequate service. save servers steps. and make sure
there is enough service ware and
- Provide a complete writen job de- materials on hand to carry through
scription so that each employee the busy periods.
knows what is expected of him.
develop flexibility by training em- - Many of the problems that exist
ployees to assume another s area of today in foodservice opreations arise
work. Giving responsibility to an because management and designers
employee is the key to finding out if are not familiar with the problems
he is the one you want working for and wants of the employees and do
you. Placing a person in a position not understand the situation.
which he is not suited for, is a sin
that many managers commit. - Matching the equipment to the
menu – if we are ever to save time
- The value of the inventory from the and motion and increase productivity
previous month, plus the food pur- in the industry, then more attention
must be paid to small kitchen equip-
ment. Saving in seconds soon add

172

Vaš Vodič PoSLoVNoG razVoja

to minutes, minutes to hours, and - Portion control pans – will enable
hours to days. one to fill hundreds of portions in a
matter of a few minute;
- Food production methods – dessign-
ers must know in great detail just - Check wheels – unfilled orders are
how you will be buying and prepar- placed on the wheel in proper se-
ing all the foods used in the operation. quence and removed when com-
if you are going to bake all your pleted;
own rolls and pies, then equipment
and space must be provided for this. - Portion control unit for hot food
Food production and preparation pans – food devider;
equipment is much large than equip-
ment for serving food. - Portion rated stock pots – these are
stock pots marked on the inside with
- The decision rest with the owner graduations showing the amount of
and operator on how he intends to liquid at the various levels;
prepare, cook and serve food, unless
they are dealing with Muradin, of - Egg poacher;
course.
- Menu boxes;
- Ability of the employees and size
and capacity – it is safe to say that - Portion scales;
the properly designed compact
kitchen now will have much higher - Sandwich making and wrapping –
productivity than the large one. the wrapping machines range from
small, inexpensive size for smaller
- Much of our low productivity and operations to large high – volume
slow service can be traced to the models. Long narrow work boards
„litle“ thing that are lacking. There are also produced for making sand-
are many more new ideas being pro- wiches;
moted in so-called small equipment
line than in the major pieces of equip- - other plastic items – plate and plate
ment: covers permit the stacking and serv-
ing of many more plates for both
- Small cutting boards – all work banquet and regular service;
tables can be equipped with small
cutting boards that can be used quickl - roller grills – exellent for cooking
when needed, washed easily and be frankfurters without having to turn
stored under the work area; or watch them. Can be used for other
items such as link sausages;

- Blenders – can be used for many
smaller jobs of mixing or eaven chop-
ping to help increase production;

173

Muradinove mudrolije

- Sandwich grills – an item that has and quickservice restaurants of every
been on the market for years – with kind, if possible combined with „to
a pull – down hot top so that grilled go“ and definitely smartly packaged.
sandwiches can be made in half the
time; - Wherever you look, today food is
- Hand – operate cutters for cutting mainly uncomplicated, fast and mo-
tomato or potato wedges; bile. Even the classics of the fullservice
- Knives – with magnetic rack for world such as pizza and salads come
holding knives safely; in bite – size portions for lunch –
- dispensers – cold drink such as or- breaks on the move.
ange juices, hot syrup, ice dispensers,
batter dispensers... - We are commited to serving trans-
fat and MSG-free food and quickly
Small mobile equipment to the table. It is food served fast
- Flat hand trucks; not fast food. The price point is
- Two wheeled trucks; atractive because it fills the gap be-
- Service carts; tween fast food and fine dining.
- Bus carts;
- dollies – clean dish cart; Jumeirah hallmarks:
- Mobile racks;
- Thermo – equipment... - We will always smile and greet the
- Science include the techniques, pros- guests before they greet us;
esses and methods we learn about
to keep food safe. Knowledge does - We should never say no as a first re-
not always translate into action in sponse to a guest request;
the workplace. Visual reminders
such as food safety posters. - We should treat each other with re-
spect and integrity
završio 13.02.2013. godine
- Guests are invited to tick their choices
Best ideas for living in on order pad and hand it over to the
a way that will cause server. dishes then are prepared
you make history: within minutes over an open flame,
in full view of the guests.
- The segment with the greatest growth
potential worldwide are fast casual - The morning workout will help you
to think more clearly.

- The best business people are those
who are best thinkers and decision
makers.

174

Vaš Vodič PoSLoVNoG razVoja

Pogovor

i na kraju, ovo je „samo“ početak razvoja vaše karijere. Kod nas priprema, a
za one koji to žele, tek u Kanadi počinje vaša interkontinentalna karijera.
Tamo počinjete sa učenjem njihovog načina rada zasnovanog na osnovu
njihovih standarda i potreba njihovih gostiju. U kanadskom turizmu 40
odsto domaćih gostiju, 40 odsto američkih turista i 20 odsto turista iz azije.

Pravilo je vrlo jednostavno „Vežite konja gde vam gazda kaže”, sve dok i vi
ne budete gazda. Najviše standarde ima kompanija ritz-Carlton, koje ste
imali prilike da upoznate, kao model za sve druge hotele i hotelske kompanije.
Stvar je u tome što su oni najbolji zato što nude najbolje uslove rada i zarade.
Svuda se igra fudbal, ali najbolje u real Madridu, Barceloni… jer ih oni
najbolje plaćaju.

što se tiče kuvarstva, za vas neće biti nikakvih tajni, jer ćete znati sve vrste
namirnica i sve metode kuvanja. U Kanadi losos, kod nas pastrmaka i šaran.
Sve drugo je isto. ima mnoštvo morskih plodova i vrsta rečnih i morskih riba.
Kao i voća, povrća i salata. Ništa strašno, vi samo upoznajete nešto novo što
kod nas nije bilo.

Učenje kroz praksu u Kanadi traje tri godine, da se usavršite, steknete
potrebne veštine, (praksa čini majstora), usavršite engleski jezik i dobijete
kanadsko državljanstvo. Ujedno, i da za te tri godine uštedite oko 100.000
dolara da u svom zavičaju kupite zemlju, staru kuću sa velikim placem
pored puta... za izgradnju vašeg apartman hotela sa najmanje deset apartmana
na spratu, svojim većim apartmanom u potkrovlju, kafeterijom i recepcijom
u prizemlju, vešerajem, magacinima... u podrumu. da zaposlite desetak
osoba vaše porodice i prijatelja.

i onda da budete kao orao koji uzleti visoko i ode daleko i koji se uvek vraća
u svoje gnezdo.

a prave pare za muslimane dolaze iz Mekke i Medine u Kraljevini Saudijskoj
arabiji, a za nemuslimane u obližnjoj džedi, gde je planiran razvoj turizma
po ugledu na dubai u Emiratima. rad na top pozicijama šefova kuhinja i/ili
menadžera restorana sa zaradom od koje „boli glava“. radite tamo onoliko
dugo koliko vam treba da uštedite da izgradite svoj hotel.

175

Muradinove mudrolije
Uzgred, kao kanadski državljanin, vi ćete moći, kad god hoćete da „skoknete“
do Kanade u hotel u kojem ste radili i gde vam miruje radni staž, najbolje za
zimsku sezonu, i da uštedite 20-30.000 dolara. i kada, ako Bog da, napunite
65 godina, imaćete i kanadsku penziju.
Slično i sa Mekkom, Medinom i džedom u Kraljevini Saudijskoj arabiji,
naročito u vreme Hadža.
Želim vam uspeh u tome. a vaš uspeh je i moj uspeh. Tek tada ja postajem
muršid, u islamu „onaj ko pokazuje pravi put”, a vi moj naslednik. Nasledili
ste moj put. Malo li je?

176

Beleške

Beleške

Beleške

Beleške