Q. Review the Case Study: Implementing Culture Change in Food Service, located on page 479 of your text. Next, examine the main structural and process changes that will be required to design and implement family-style dining at this facility. Q. Suggest a plan of action to address Ms. Laird’s concerns from the Planning Committee meeting regarding noise, security, and other potential disruptions expected during the construction of the new kitchens and dining areas. Provide a rationale for your response.

Case Study: Implementing Culture Change in Food Service


The case study titled “Implementing Culture Change in Food Service” explores the challenges faced by a food service facility in implementing family-style dining. This report aims to examine the main structural and process changes required to design and implement family-style dining at the facility. Additionally, it will present a plan of action to address Ms. Laird’s concerns regarding noise, security, and potential disruptions during the construction of new kitchens and dining areas.

Structural and Process Changes for Family-Style Dining

Implementing family-style dining in the food service facility requires significant structural and process changes. The following are the key changes that need to be considered:

1. Redesigning physical space: Family-style dining involves creating a warm and inviting environment that resembles a home dining experience. This requires redesigning the physical space to include larger tables, comfortable seating arrangements, and aesthetically pleasing decor. Furthermore, the facility should prioritize natural lighting and open spaces to create a welcoming atmosphere.

2. Modification of kitchen facilities: As family-style dining involves serving meals directly from the kitchen to the dining area, modifications need to be made to the kitchen facilities. The kitchen should be equipped with food warmers, serving stations, and storage areas for tableware and serving utensils. Additionally, consideration should be given to the flow of food preparation and delivery to ensure efficiency and timeliness.

3. Employee training and job roles: The transition to family-style dining requires training employees on new job roles and responsibilities. Staff members may need to be trained in table service techniques, interpersonal skills, and proper communication with guests. Additionally, the facility may need to hire or assign employees specifically responsible for serving and clearing tables to ensure a seamless dining experience.

4. Menu development: Family-style dining entails offering a menu that caters to a wide range of preferences and dietary restrictions. The facility should develop a menu that includes options for appetizers, entrees, sides, and desserts, ensuring variety and nutritional balance. Special attention should be given to accommodating guests with specific dietary needs, such as allergies or religious restrictions.

5. Guest engagement and participation: To enhance the family-style dining experience, the facility should encourage guest engagement and participation. This can be achieved through interactive elements such as chef demonstrations, tableside preparation of certain dishes, or even involving guests in meal planning and feedback. Creating opportunities for guests to feel involved and connected with the dining experience can contribute to a positive cultural change.

Addressing Concerns during Construction

Ms. Laird raised concerns about noise, security, and potential disruptions during the construction of the new kitchens and dining areas. To address these concerns, a comprehensive plan of action must be developed. The following steps should be considered:

1. Communication and transparency: Establish open communication channels with all stakeholders, including staff members, residents, and families, to keep them informed about the construction process. Regular updates, meetings, and clear communication of timelines and potential disruptions will help manage expectations and minimize uncertainties.

2. Noise mitigation measures: Implement measures to minimize noise disturbances during construction. This could involve scheduling noisy activities during non-peak hours, installing sound barriers, and providing ear protection to staff and residents when necessary. Additionally, ensure that construction equipment and vehicles adhere to noise regulations.

3. Security measures: Prioritize security throughout the construction process to protect the facility and its occupants. This may involve installing temporary security measures such as surveillance cameras, additional lighting, and restricted access to construction areas. Regular security patrols and coordination with local law enforcement agencies can further enhance safety.

4. Temporary dining arrangements: During the construction period, it may be necessary to establish temporary dining arrangements. This could involve setting up a temporary dining area in a different part of the facility or utilizing external catering services. The temporary arrangements should maintain the desired family-style dining experience as much as possible to minimize disruptions for residents.


Addressing Ms. Laird’s concerns is crucial to ensuring a smooth transition to family-style dining. By implementing effective communication strategies and being transparent about the construction process, stakeholders will feel more involved and informed. Implementing noise mitigation measures and security protocols will help minimize disruptions and create a safe environment. Temporary dining arrangements will ensure residents continue to receive quality dining experiences throughout the construction period. Overall, this plan of action is designed to address Ms. Laird’s concerns and facilitate a successful implementation of family-style dining.