Qaqc Plan Catering & Food Service

CATERING & FOOD SERVICE QA/QC PLAN
Contents
Section A ...................................................................................................................................................................................................................... 3 Introduction .............................................................................................................................................................................................................. 3 Section B ...................................................................................................................................................................................................................... 3 Provision of adequate Staff ...................................................................................................................................................................................... 3 Section C ...................................................................................................................................................................................................................... 3 Key responsibilities in accomplishing Quality / Customer Satisfaction goals ........................................................................................................ 3 Section D ...................................................................................................................................................................................................................... 4 Operational Controls necessary to maintain quality and measure performance ...................................................................................................... 4 Section E .................................................................................................................................................................................................................... 14 Surveillance of Work: ............................................................................................................................................................................................ 14 Section F .................................................................................................................................................................................................................... 14 Analysis of data...................................................................................................................................................................................................... 15 Section G .................................................................................................................................................................................................................... 15 Corrective action .................................................................................................................................................................................................... 15 Section H .................................................................................................................................................................................................................... 15 Preventive action .................................................................................................................................................................................................... 16 Section I ..................................................................................................................................................................................................................... 16 Internal Quality Audits: ......................................................................................................................................................................................... 16 Section J ..................................................................................................................................................................................................................... 17 Continual Improvement to enhance Customer Satisfaction................................................................................................................................... 17
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COMPANY PROPRIETARY
Section A Introduction
Section B Provision of adequate Staff

This Catering & Food Service Quality Assurance /Control plan shall be driven by the Operation Manager of the Catering service and Kitchen. The Operations Manager shall be assisted by a Location Manager/Food service Manager and his team. Adequate competent staff will be provided to run the operation efficiently. It shall be the responsibility of the Quality Manager to review and implement the requirements of the plan. Any Changes to the plan shall be communicated to the Customer by the Operation Manager. There shall be independent Audit Staff who shall monitor the functioning of the Catering and Kitchen operation and report any nonconformances to Top Management.
Section C
Key responsibilities in accomplishing Quality / Customer Satisfaction goals
Operation Manager - Overall Responsibility for the Operation of the Project producing safe and quality food. Location/Food service Manager Operation of Kitchen and Dining Facility, HACCP, Provision of resources, reporting to customer and analyzes of Customer feedback and process reports. Champion for positive change reporting to Operation Manager 3|Page
COMPANY PROPRIETARY
QA/ QC Manager In charge of the Total Quality Assurance/ Quality control/ Continual Improvement Program Reporting to the Project Manager and Corporate QHSE Manager. Training Manager Responsible for training the employees on Quality, Food Safety, Hygiene and HACCP.
Section D
Operational Controls necessary to maintain quality and measure performance
Sr. No. Activity/ Item Performance/ technical requirements Acceptable Performance level Responsibility Resources Reference Standards Monitoring Method, frequency and Reporting/ Feedback Contract Performance Requirement This will be filled based on the Specific Contract / SOW
Establishing Facilities
Kitchen, dining hall, and food warehouse.
Storage area with several refrigeration and freezer /chiller units
Operation Manager
Budget/ Men/ material/ Equipment/ Information N/a
GCC Standard
Segregation
Separate storing and cooking areas for different groups of food.
Operation Manager
GCC Standard Design
Approval of Design and Architectural finishes prior to mobilization Approval of Design and Architectural finishes prior to mobilization Real Time Supply chain Visibility
Delivery
Well Established Supply chain based on -- days Rotational course menus
Logistics/ procurement Team
Exceed WMS/ Igoix Procurement Software Experienced
GCC- SOP
HACCP
Management Staff
Food Service Managers
Country
GCC- SOP
CV/Job
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Performance/ technical requirements
Acceptable Performance level
Responsibility
Resources
Reference Standards
Monitoring Method, frequency and Reporting/ Feedback
Contract Performance Requirement This will be filled based on the Specific Contract / SOW
having food service experience in different fields. Catering Staff having experience.
HACCP ISO 22000 certified
Manager
Food Managers
Description
Reputed College Diploma holders
FS Maanager
GCC- SOP
GCC- SOP
CV/Job Description
3.
Hazard analysis, and control of identified hazards
Cooking ahead for next day service
Special Checklist to ensure the Rapid cooling/ Reheating cycle for all leftovers
Catering Team
Experienced and well trained Catering Staff
Codex Alimantarius GCC- SOP
Daily work report
Adding unused portion of food product to freshly prepared portion Food handling error in cooling and re-heating, Cross-contamination from worker hygiene problems Personal Hygiene
Verify quality of leftover portion before mixing with fresh portion Quality Control Checks to augment Process checks Continual and evaluated training for all staff to imbibe hygiene habits Report to work clean and in clean uniforms or clothing.
Catering Team Catering Team Catering Team Catering Team
4.
Critical Control Points
Health
Report all illnesses prior to starting work.
Catering Team
Experienced and well trained Catering Staff Experienced and well trained Catering Staff Experienced and well trained Catering Staff 3 sets of regulations uniforms per staff/ Laundry Facilities 1 Medical Facility for every 300 staff
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
Statistical analysis for monthly review Statistical analysis for monthly review Statistical analysis for monthly review Laundry Schedules etc provided to customer Clinical Records provided to customer
Codex Alimantarius/ GCC- SOP
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
Hand wash
For 20 seconds after handling raw animal products or after possible contamination Thoroughly after using the restroom and upon entering the kitchen Remove prior to entering restrooms.
Catering Team
Adequate Hand wash faucet and basin Adequate Hand wash faucet and basin per 3 sets per staff member
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
5.
Hand Wash at Rest Rooms
Catering Team
Aprons
Catering Team
Minimizing holding time between cooking and serving
Maintaining temperature of potentially hazardous food at 140 F
Catering Team
Washing for many fruit and vegetable preparations, particularly for salads Prevention of crosscontamination.
Clean vegetables thoroughly
Catering Team
Use clean and sanitized cutting boards / separate cutting boards for raw meat, vegetables, and ready-to-eat foods Under cold potable running
Catering Team
Oven with factory calibrated Temperature gauges. Regular calibration based on the manual. Hot and Cold running water faucets and stainless steel basins Special PolyUrethane Cutting Boards
Maintenance Records provided to customer Maintenance Records provided to customer Laundry Schedules provided to Customer Calibration certficates provided to customer
Maintenance Schedules provided to Customer Sanitization Schedules/ Logs for each numbered board provided to Customer Maintenance
Thawing of fresh meat
Catering
Hot and Cold
Codex
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
water at a temperature of 70F, or in a microwave oven
Team
Ready to eat Salads
Chill ingredients prior to mixing
Catering Team
running water faucets and stainless steel basins Heavy Duty Refrigerators
Alimantarius/ GCC- SOP
Schedules provided to Customer Maintenance Schedules provided to Customer Maintenance Schedules provided to Customer Maintenance Schedules provided to Customer Maintenance Schedules provided to Customer Maintenance Schedules provided to Customer Inspection Reports provided to Customer Inspection Reports provided to Customer
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
Use of convenience food, such as processed meat items 6. Cooking Cuts of meat fish and short order eggs Cooking ground meats, and eggs (cooked ahead), Cooking poultry and stuffed foods
Need to be received and kept at or below 41F at all times
Catering Team
Heavy Duty Refrigerators
145F for 15 seconds,
Catering Team
155F for 15 seconds
Catering Team
Appropriate Utensils/ Temperature controlled Ovens/ Reference Temp. gauges
165F for 15 seconds
Catering Team
Handle utensils
Without touching food contact areas (utensils, glasses, etc.).
Catering Team
N/A
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
Handle ready to eat foods
Use clean, sanitized serving utensils, deli paper, or disposable gloves
Catering Team
Serving utensils, deli paper, and disposable
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
Glove management
Change gloves after each possible contamination
Catering Team
gloves Latex gloves
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
Holding Potentially Hazardous Foods Served Hot Holding Potentially Hazardous Food Served Cold Leftovers
Internal temperature of 140F
Catering Team
Temperature controlled Ovens Chiller units with temperature Control Temperature controlled Ovens Calibrated Temperature Gauges Designed and operated at stipulated temperatures with calibrated Thermo-Hygrometers Calibrated Thermometers with a +/- 1% accuracy rating
at 41F or below.
Catering Team
Reheat to an internal temperature of 165F for 15 seconds Refrigerated foods are received at or below 41F and frozen foods at or below 0F/ no signs of previous thawing from 140F to 70F in 2 hours and from 70F to 41F in additional 4 hours
Catering Team
Incoming Supplies at warehouses
Catering Team
Rapid cooling of potentially Hazardous Foods
Catering Team
Inspection Reports provided to Customer Inspection Reports provided to Customer Inspection Reports provided to Customer Inspection Reports provided to Customer Inspection Reports provided to Customer Drawings/ Specifications/ Vendor Qualifications etc. Provided to Customer Provide Product Catalogs and user manuals to Customer
7.
Monitoring system for
Monitoring of food temperature between Cooking and Serving
Use a calibrated thermometer to check minimum cooking temperatures
QA/ QC Manager
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
each CCP
Check Temperature of supplies at the time of receiving
Inspect Dining facility and Kitchen equipment for sanitation Monitor food temperatures prior to transporting food and upon arrival at satellite location Monitor food temperatures on serving lines every hour.
Dry storage between 50F and 70F, refrigeration temperatures between 32F and 41F, and freezer temperature at 0F or below Visual Delight/ Water Temperature above 140 deg F for cleaning mix HACCP Work sheet Criteria for each item of the day
QA/ QC Manager
Calibrated Thermometers with a +/- 1% accuracy rating Heavy Duty Rotating Scrubber machines Calibrated Temperature Gauges
Provide Product Catalogs and user manuals to Customer Inspection Logs/ Reports Provided to Customer Provide HACCP worksheets/ Inspection logs to Customer Provide HACCP worksheets/ Inspection logs to Customer Inspection Reports and Action Reports provided to Customer Inspection Reports and Action Reports provided to Customer Inspection Reports and Action Reports
QA/ QC Manager
Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP
QA/ QC Manager/ Delivery Team QA/ QC Manager
HACCP Work sheet Criteria for each item of the day
Calibrated Temperature Gauges
Incoming Inspection
Reject cans with swelled tops or bottoms, leakage, flawed seals, rust, or severe dents.
QA/ QC Manager
N/A
Evaluation
Evaluate products after opening by odor, sight, and touch
QA/ QC Manager
N/A
Verification
Goods are dry, free of mold, and free of insects and rodent activity. Packages should not
QA/ QC Manager
N/A
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
Expiry
to be punctured, slashed, or torn Product does not exceed the use by date or the manufactures pull date
QA/ QC Manager
N/A
8.
Corrective actions
Root cause Analysis
Eliminate Root Cause
Catering Team/ QA Team/ QC Manager Quality Assurance Team/ QA/ QC Manager Logistics Team. Catering Team/ QA Team/ QC Team Training Manager
Review Meetings
9.
Verification procedures
Determine the HACCP is working properly
Internal HACCP audits/ Random Sampling
Auditing procedures/ techniques
10.
Documentatio n and Record Keeping
HAZARD analysis/ Audits/ SOPs
Appropriate to the nature and scale of the operation
PCs and Stationary
provided to Customer Inspection Reports and Action Reports provided to Customer Full Transparency to customer , both proactive and on-demand Submit Audit and Sampling results to customer as appropriate Full Transparency to customer , both proactive and on-demand Full Transparency to customer , both proactive and on-demand Photos and videos
11.
Training Programs
Induction and Continual Training
Develop Skill sets in staff through structured courses
Training center/ PCs/ Projector/ Whiteboard/ flip charts Special Markers/ Labels
12.
Lot Identification
Requirement for Product recall and Stock Rotation
Permanent Marking on each container
Logistics Team/ Catering Team
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
13.
Employee Training
Sanitation and Hygiene training for every food handler is imperative
On the job evaluation
Training Manager
Training Literature
Continuous Training on HACCP
On the job evaluation
Training Manager
Observations and technical literature
14.
Planning
15.
Food Preparation
16.
Service of Food
Ordering cycle of 14 Day working days, Production schedule and Plan. 07-Day Rotational course Menus/ tasks listed on Food Service Production Log Visually Appealing: mix/ Provide customer satisfaction surveys/ standard portions
Based on weekly communication from customer/ 90% of the time 3200 to 4500 calories/ 90% of menu items per meal period
Operation Manager, Procurement Team Catering Team
Internet connectivity
Recipe Cards/ GCCSOP GCC Recipe Cards
Full Transparency to customer , both proactive and on Full Transparency to customer , both proactive and on 100% Inspection/ Daily 100% Inspection/ Daily 100% Inspection/ Daily/ Subsistence Storage Inventory Report, Head Count Record, Change in Key personnel Submit to customer if required
Serving lines no later than 15 minutes prior to opening. Replenish food lines, maintain proper temperature/ remove lines no earlier than 15 minutes after meal time
Catering Team
Complete set of Kitchen Equipment and Utensils Complete set of Dining Facility Equipment and utensils
GCC- SOP
17.
Capability
Capability to prepare and serve food
Proven track record
Project Team
Awards / Certifications
Recipe Cards/
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
18.
Seating Capacity
Seating arrangements for -------
100% of the time/ Segregate smoking areas from nonsmoking
Dcor/ Catering Team
Partitions/ Half walls/ tables and Chairs
GCC- SOP
19.
Table Service
20.
Disposable Wares
Clear, Clean and Sanitize within 2 minutes after they are vacated Provide items as listed in Appendix
100% of the time
Catering Team
100% of the time
Catering Team
21.
Cleaning Supplies
22.
Sanitation
Provide all necessary cleaning supplies required for the Dining Facility and Kitchen Implement sanitation requirements
100% of the time
Procurement Team
100% of the time
Housekeeping team
Napkins, Salt, pepper, condiments, trays, plastic and/ or sturdy paper plates, silverware Soap, Hand/ Soap Sanitizer, clipper detergent etc. As required
GCC- SOP
100% Inspection/ Daily / Provide seating plans to Customer on weekly basis 100% Inspection/ Daily 100% Inspection/ Daily 100% Inspection/ Daily 100% Inspection/ Daily
GCC- SOP
GCC- SOP
GCC- SOP
23.
Housekeeping Services
24.
Waste Management
Maintain Interior of Dining Facility , Kitchen / Clean / Sanitary Condition Comply with Baserecycling Program/ Segregate re-usable/ recyclable waste
100% of the Time
Housekeeping team
100% of the Time
Housekeeping team
Approved Cleaning and De-greasing agents Approved Containers for segregation of waste
GCC- SOP
100% Inspection/ Daily 100% Inspection/ Daily
Specific Country Laws and GCC- HSE
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COMPANY PROPRIETARY
Sr. No.
Activity/ Item
Responsibility
Resources
Reference Standards
25.
Grounds and Additional Maintenance
material by type/ HAZMAT material to be approved by Facility Manager or QA/ QC Manager before entry into base Maintain grounds Clean / Sanitary Condition/ removal or trash/ sanding or salting in addition to snow removal/ additional cleaning requirements due to adverse weather conditions
Manual
100% of the Time
Housekeeping team
Tools and Containers
Specific Country Laws and GCC- HSE Manual
100% Inspection/ Daily
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COMPANY PROPRIETARY
Section E
Surveillance of Work:
The QA/ QC Manager shall ensure that product/services which do not conform to requirements are identified and controlled to prevent unintended use, delivery or provision. The controls and related responsibilities and authorities for dealing with nonconforming product is documented. The Concerned Work Center/ Manager shall deal with nonconforming services by taking action to eliminate the detected nonconformity; Records of the nature of nonconformities and any subsequent actions taken, including concessions obtained, are maintained. When nonconforming product is corrected it shall be subject to re-verification after correction to demonstrate conformity to the requirements. When nonconforming product is detected after delivery or use has started, The Location/Food Service Manager shall take action appropriate to the effects, or potential effects, of the nonconformity.
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COMPANY PROPRIETARY
Section F Analysis of data

The QA/ QC Manager determines, collects and analyses appropriate data to demonstrate the suitability and effectiveness of the Quality Control Plan and to evaluate where continual improvement of Quality can be made. This includes data generated by monitoring and measuring and from other relevant sources. Analysis of data provides information relating to: a) b) c) d) e) f) g) customer satisfaction; Food Safety Incidents conformance to customer requirements; characteristics and trends of processes and products including opportunities for preventive action, and; Suppliers. Environmental Aspects and Impacts Safety and Health Status
Section G Corrective action

Corrective action is taken to eliminate the cause of nonconformities in order to prevent recurrence. Corrective action is appropriate to the effects of the nonconformities encountered; the company's standard documented procedures define requirements for: a) b) c) d) e) f) reviewing nonconformities (including customer complaints); determining the causes of nonconformity; evaluating the need for actions to ensure that nonconformities do not recur; determining and implementing the action needed; recording results of action taken and retaining these as Quality records; Reviewing of corrective action taken.
Section H
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COMPANY PROPRIETARY
Preventive action
The Operation Manager shall work with other Managers to determine action to eliminate the causes of potential nonconformities to prevent occurrence. Preventive actions taken shall be appropriate to the effects of the potential problems. The documented procedure defines requirements for: a) b) c) d) e) determining potential nonconformities and their causes; evaluating the need for action to prevent occurrence of nonconformities; determining and implementing preventive action needed; recording results of action taken; Reviewing of preventive action taken.
Section I Internal Quality Audits:

GCC corporate conducts internal audits at planned intervals to determine whether the Quality and Food safety System: a) conforms to the planned arrangements for product realization, to the requirements of the International Standard ISO 9001: 2000, ISO 22000:2005 b) Is effectively implemented and maintained. The QA/ QC Manager shall plan the Internal Quality audit program taking into consideration the status and importance of the processes and areas to be audited as well as the results of the previous audits. The audit criteria, scope, frequency and method is defined. Selection of auditors and conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work. The responsibilities and requirements for planning and conducting audits, and for reporting results and maintaining records are documented.
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COMPANY PROPRIETARY
The management responsible for the area being audited shall ensure that actions are taken without undue delay to eliminate detected nonconformities and their causes. Follow-up activities shall include the verification of the implementation of corrective action, and the reporting of the verification results.
Section J Continual Improvement to enhance Customer Satisfaction

All positive and negative customer feedback shall be analyzed to make system improvements. Whenever a communication regarding performance is received the QA/ QC Manager shall log it on the customer satisfaction log and assign a priority to it. In case the observed problem has been identified as a trend the concerned Team shall be assigned the task of coming up with a system improvement. A maximum response time of 7 days shall be given to the auditees to resolve the issue and eliminate the root cause. This will result in system improvements. In addition to these all suggestions for improvement from the Operational Location shall be considered for action. In all cases Operational Location shall be informed of action taken. Records are maintained and indicate implementation of the quality plan and effectiveness of the control procedures.
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COMPANY PROPRIETARY

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CATERING & FOOD SERVICE QA/QC PLAN

Section B Provision of adequate Staff

Kitchen, dining hall, and food warehouse.

Storage area with several refrigeration and freezer /chiller units

Budget/ Men/ material/ Equipment/ Information N/a

Separate storing and cooking areas for different groups of food.

GCC Standard Design

Well Established Supply chain based on -- days Rotational course menus

Logistics/ procurement Team

Exceed WMS/ Igoix Procurement Software Experienced

Food Service Managers

Performance/ technical requirements

Acceptable Performance level

Monitoring Method, frequency and Reporting/ Feedback

HACCP ISO 22000 certified

Reputed College Diploma holders

Hazard analysis, and control of identified hazards

Cooking ahead for next day service

Experienced and well trained Catering Staff

Codex Alimantarius GCC- SOP

Daily work report

Catering Team Catering Team Catering Team Catering Team

Critical Control Points

Report all illnesses prior to starting work.

Codex Alimantarius/ GCC- SOP

Performance/ technical requirements

Acceptable Performance level

Monitoring Method, frequency and Reporting/ Feedback

Hand Wash at Rest Rooms

Minimizing holding time between cooking and serving

Maintaining temperature of potentially hazardous food at 140 F

Clean vegetables thoroughly

Codex Alimantarius/ GCC- SOP

Codex Alimantarius/ GCC- SOP

Thawing of fresh meat

Hot and Cold

Performance/ technical requirements

Acceptable Performance level

Monitoring Method, frequency and Reporting/ Feedback

water at a temperature of 70F, or in a microwave oven

Ready to eat Salads

Chill ingredients prior to mixing

Alimantarius/ GCC- SOP

Need to be received and kept at or below 41F at all times

Heavy Duty Refrigerators

145F for 15 seconds,

155F for 15 seconds

Appropriate Utensils/ Temperature controlled Ovens/ Reference Temp. gauges

165F for 15 seconds

Without touching food contact areas (utensils, glasses, etc.).

Codex Alimantarius/ GCC- SOP Codex Alimantarius/ GCC- SOP

Handle ready to eat foods

Use clean, sanitized serving utensils, deli paper, or disposable gloves

Serving utensils, deli paper, and disposable

Performance/ technical requirements

Acceptable Performance level

Monitoring Method, frequency and Reporting/ Feedback

Change gloves after each possible contamination

Qaqc Plan Catering & Food Service

Qaqc Plan Catering & Food Service

Qaqc Plan Catering & Food Service