UpDate - Vol. 13, No. 23, Page 7
March 10, 1994
Report card; Team surveys students on Dining Services' quality

        * Variety of food selections is excellent and improved.
        * Install menu board.
        * Enjoy the bagels--always fresh.
        * Really enjoy the social atmosphere of the dining halls.
        * Too crowded 5-6 p.m.
        * Would like to see more fresh fruit.
        * Food isn't like home, but it is good.
        * There is always a choice.
        * Employees are very friendly and helpful.

     These are some of the comments made by students when the Q (for
quality)-Team visited the University of Delaware campus to evaluate Dining
Services, including catering, this past fall.
     The team was composed of food management professionals from other
colleges that have contracts with ARA, the parent company in charge of
Dining Services. The members looked at all aspects of food preparation,
from taste and variety to presentation and cleanliness, through on-site
visits and interviews with students and staff. A team of student volunteers
worked in tandem with the Q-Team.
     According to Randle Clay, resident district manager for Dining
Services who has himself served on Q-teams for other schools, Delaware's
Q-Team evaluation is a valuable tool in getting an outside, objective look
at what Dining Services provides and learning what is successful and what
needs improvement.
     A report was compiled for each of the larger dining halls and the
Rodney Market, listing positive student comments, students' suggested
improvements, an overall impression of student satisfaction and Q-Team
observations. For example, although the students were pleased in general
with the quality, variety and presentation of food and felt there was much
improvement since ARA came on campus, there was a concern about long lines
and waits. The Q-Team gave specific suggestions to improve service, such as
using theatre ropes to create more effective lines. Clay said in response
to this concern, in December a new register was added to the Scrounge to
speed up service.
     The four most recent staff appointments include catering director Joe
DiGregorio, executive chefs Phil Gajda and Mike Garahan, and catering
manager on the Wilmington campus Seth Schram. Each of these individuals is
a graduate of the Culinary Institute of America.
     According to Barbara Kreppel, an assistant vice president who acts as
liaison between the University and ARA, the Q-Team visit is just one of
ways that Dining Services evaluates its program. Every spring and fall, an
outside consultant evaluates the results of a survey conducted in the
dining halls, Center Court and the Scrounge. There also are student and
faculty/staff Dining Services committees that meet and dine in the
different facilities and make recommendations. Dining Services staff also
visit local restaurants and fastfood chains to keep current with what is
happening in those areas. Surveys, such as the Delaware Undergraduate
Student Congress and the Dining Services Task Force poll of student opinion
conducted at the Scrounge, get attention as well.
     "The University is very much involved with Dining Services. Nothing is
put into place unless it is mutually agreed upon by ARA and the University,
and there has been good cooperation," Kreppel said. "Feeding thousands of
people daily and meeting their needs in terms of food, hours, services and
cost, on both a cash and meal plan basis, is a complex undertaking, but ARA
tries to be responsive to students.
     "For example, it became clear that students wanted a lower-priced
burger than what was offered and this is now on the menu," she said.
"Students wanted bottled water at the Scrounge, so that is now available.
There was a desire for more food service at the library, and we have
enlarged that operation.
     "Sometimes it is difficult to meet student requests. For example, we
could not keep all dining facilities open during Winter Session at the
price we charged when only half the students were here," she said.
     "The Q-Team provided an excellent opportunity for professional
evaluation, which is important to ARA and the University. We were
especially pleased to have student volunteers participate in the process,
which is not usually the case at other schools. We appreciate their input
and I think the experience was valuable for them in their perception of ARA
and Dining Services," Kreppel said.
     "Today's students are sophisticated consumers and have been exposed to
foods from all over the world. They also have an interest in nutrition, and
they know what they want. We try to be responsive to suggestions and ways
we can improve," Clay said.
     The team visiting the University included John Darmstadt, resident
district manager, Peter Hodgkins, food service director, and Scott Stroney,
catering director, all from the University of Virginia; and food service
directors Sue Bogan from Indiana University of Pennsylvania, Jeff Lachter
from Xavier University, Janet Lucernoni from Widener University, and Dawn
Smith from Mount Vernon College.
     Student volunteers were Elena Alexandratos, John Burke, Cassandra
Callaway, Michael Cohen, Derek Hall, Jennifer Hobbie and Kara O'Neill.
                                                  -Sue Swyers Moncure