The heart of the matter: the menu -- Initiating successful change in the healthcare work environment -- Patient with special needs -- Menu extensions in a hospital grill and snack bar -- Hospital food service menu for emergency conditions -- Strategies for dealing with food shortages -- Metro north collaborative: a school food service purchasing solution -- Purchasing with par levels -- Provision of noncharge formula preparation and oral feeding supplies -- Dealing with your boss's unrealistic expectations -- Managing food service production and forecasting: fried chicken Friday at Glen Maple Hospital -- Forecasting surprise -- Evaluation of patient satisfaction using two different tray systems -- Patient complaint: whose hair is this? -- Customer abuse of the "cost per serving container" system -- Using the performance improvement process to address late tray problems -- Implementing room service in the hospital -- The ceiling is falling! -- The cafeteria server with a nose ring -- Long-term care mock survey: kitchen sanitation inspection -- Theft opportunity: who did it? -- Food service plan during a strike -- Changing from contract to self-operated and back again -- Balancing work and family: when childcare collides with work expectations -- Too sick, too soon! -- Issues with productivity and salary complaints -- Clinical management: seeing the "big picture" -- Dealing with management's request to reduce staffing -- Marketing outpatient nutrition counseling -- Inappropriate employee self-termination -- Budget planning to improve the bottom line -- Meals per labor hour: interpreting the data -- Productivity measures exercise.