The endless possibilities of foodservices

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Change is constant and the way market segments stay in touch and grow is through innovation and integration. Dr Karen Abbey shows us how an idea becomes a new reality.

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Services such as hospitals, Meals on Wheels and residential aged care homes continue to evolve: undergoing transformations in the way they operate. Change is used to redefine the system and integrate different market operations to achieve personal, organisational, financial and resource goals. In today’s society there is a constant push to innovate and integrate service models to seek out different ways of performing tasks and working faster so that organisations are more cost-effective, doing more with less and delivering better outcomes to the users of these services.
We can only imagine what our centenarians reflect upon in their 100 years of being alive and watching how the world has transformed. From taking a ship that took weeks to get to Australia, where the radio and writing letters were the main form of communication, to now when that same word means operating smart technology to talk to their great grandchildren on the other side of the planet. The world today is so small compared to 100 years ago, everything happens almost instantly with the communication options that are at our fingertips. Today we all need to be more tech savvy; handling and manipulating multiple communication systems in a never-ending stream of information which bombard our phone, tablets, laptops, watches and glasses and these devices are known as wearables which is the term used to describe technology we constantly carry with us. The invention of social media, emailing, internet and Wi-Fi means we all have access and exposure to constant information. People are now booking into technology-free retreats just to turn off the world and have some peace and quiet!
But what does all this have to do with foodservices? This new way of sourcing information means everyone has access to Google. Anyone can look up topics to do with health, nutrition, science, foodservice, cooking, or recipes, meaning that clients are armed with more information then ever before. This is one of the primary reasons why consumer expectations are starting to increase and changes are needed to current service models. People are looking for more bang for their buck through specials, discounts and better eating experiences or more convenience. Foodservices like all industries are under constant competition trying to meet market demand, niches and follow trends. Examining McDonald’s it has integrated all its operations to work on a multi-service platform to meet the wide needs of its consumer base. Innovations over the last couple of years have seen healthy options on the menu, dine and be served with create your own hamburger, drive through convenience, coffee shop and now drive through to get your morning coffee. This is an example of multiflexible innovations which has integrate their services but providing choice and quality to consumers and that is the key to their success.
The development of the HACCP system first used by NASSA is an example of innovation and integration and now widely used across the foodservice industry for a safer food supply. Most foodservices started out with paperbased system but technology has provided the means now where equipment can be monitored remotely and the reams of paper no longer used for document control. Reducing the time it takes for this system to be managed and though while there are technology cost they are outweighed by accuracy, reporting frameworks and integration between equipment.
Development of smarter multi-purpose production and meal delivery equipment such as combi ovens, kettles, the use of induction cooking, pressure cooking and design features that are programmable, HACCP control and remote or Wi-Fi controlled. Even in kitchen design multifunctional equipment allows for smaller design footprints which reduce building costs which incorporate cook, chill, sous vide and room service models all contributing to how food is produce and delivered to clients. Menus are managed electronically and clients have more access to point of service choice models. All of the above aimed to improve service time, reduce food and labour costs, increase choice and satisfaction within the dining experience.
Competition is driving change of traditional foodservice models, where food is the battleline and choice is what people are looking for with convenience of meal planning, meal preparation and delivery.
When you have cooked all your life, having someone else prepare your meals at night is an attractive service for the elderly in the community. With new players looking for a slice of this increasing market from ready-prepared, cooked fresh, cook-chill and frozen to providing all the ingredients and recipe in a box for easy preparation. This segment is targeting the elderly down to the busy family and convenience is the new trend which allows people to reallocate more time into their life by reducing the time needed in the kitchen. Even the supermarkets provide options as they have decreased the size of the fresh produce section and incorporated more ready-made meal components, salad bars, pre-cut up fruits, soups, sushi stations and the list all catering for the home bound consumer to pick up something from the train station pop in the microwave and all done and ready to eat 5 minutes after walking in the door. Vending machine design has also changed not only for the snack market but also the ready-made meal market where they are open 24 hours a day, require no labour except for the restocking with communication technology using Wi-Fi monitoring what is purchased to enable restocking procurement to be organised before the van leaves the warehouse. Technology is leading the way for service and system design. Doing more with less in a fast, efficient way that links service components.
Growing expectation of services is one of the primary drivers for the innovations of all technologies. The patients, clients and residents of today have been brought up in a society where expectations of services are very different. Menu planning and foodservices will have to be able to provide for these demands for delivery a tasty meal meeting the increasing dietary needs people have. These include allergen/intolerances but also the trendy eating patterns of paleo, no sugar, slow food movement, organise and increasing trend toward vegetarian. An example of a recent conversation I had with an aged care facility asking for advice on the paleo eating plan to integrate this into their menu. This is just one example of how homes, hospitals and community meals services are going to have to be able to prepare meals in the future. Choice is the new commodity, those that can provide it will success and menus planning will be shaped around this concept. We have already entered the era of consumer directed care and choice is the cornerstone of this policy development.
Innovation and integration does have a price. How does an organisation get up with the speed of change? How do you keep staff motivated? And how do your services withstand the rapid changes needed to ensure success? One way which is fast becoming apparent is that people need to continual upgrade their skills, qualifications, IT levels and be prepared to move with change.
Foodservices has unlimited possibilities but one thing is certain motivation to innovate and integrate will ensure foodservices will continually change.
Australian Hospital and Healthcare Bulletin readers are invited to join the Nutrition and Catering Global Hub, a rich information source for all involved in the foodservices sector. Sign up at www.nutcat.com.au.
Dr Karen Abbey
Dr Karen Abbey is a foodservice specialist dietitian providing catering and dining room consultancy and training services to the aged care industry in Australia. Karen specialises in aged care dining and foodservices, problem solving and finding solution to improve services and outcomes for residents and staff. Karen presents widely for the aged care conferences and writes widely for the national publications. Karen is the editor of the Nutrition and Catering Global Hub (www.nutcat.com.au) a free online publication everyone can access, proving valuable information to support foodservices. Karen has completed a PhD which focused on menu planning and the meal environment in residential aged care in Australia.

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“Competition is driving change of traditional foodservice models, where food is the battleline and choice is what people are looking for with convenience of meal planning, meal preparation and delivery.”

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