Implementation of Food Safety Management System and its Effects on Business Performance in an Educational Institution Restaurant

Food safety standard implementation is fundamental to the prevention, detection, and management of foodborne risks as well as the realization of food security, protection of health, and economic sustainability of food manufacturing, processing, and distributing enterprises. The global food safety standard, Hazard Analysis and Critical Control Point (HACCP) is one such instrument deployed to promote food safety in the hospitality industry worldwide. A higher educational institution in Kenya introduced HACCP ten years ago as part of its ongoing quality improvement policy to gain the advantages of implementing the standard in the food business, and as a reaction to incidents of food contamination in its restaurant that raised concerns among the customers and the leadership. Food contaminations were experienced even after the implementation of the HACCP food safety program, which brought to the fore the pitfalls that occur due to deviations from the HACCP plans and loss of control that expose consumers to food hazards. Despite the introduction of HACCP in the institution’s restaurant in 2014, there have been incidents of lapses in food quality among which was a suspected food contamination resulting in undesired customer experiences. This study aimed to evaluate the effects of the implementation of HACCP food safety management processes on food and beverage safety and business performance at the institution’s restaurant. The specific objectives of the study were to assess the implementation of the HACCP food safety management system in food production and sales; assess the customer perceptions and confidence levels in the quality and safety of food and beverages served, and to evaluate the effects of the HACCP food safety management programme in the delivery of safe food and the general business performance at the institution restaurant. The study design was exploratory and involved a survey of restaurant customers using a structured questionnaire, and interview of key informants using an interview guide. The researcher also observed food chain processes using a checklist. The study population was primarily the management and staff of the institution restaurant as well as the client population comprising students, instructors, administrative staff, institution managers, and regulatory agency representatives. The data obtained from primary sources was complemented with secondary data. Quantitative data were analysed using descriptive statistics and results were presented in tables, graphs, and pie-charts while qualitative data were analysed thematically. The key findings of the study were that despite some challenges and complexities in the implementation of HACCP, this food safety management system had significantly reduced the incidence of food contamination in the facility. Further, based on customer perceptions and feedback, the institution had registered high customer satisfaction scores (CSAT) and customer retention rates (CRR). In addition, the institution was able to generate sustained and increasing revenues and profits for the institution. The study therefore concluded that HACCP is an important instrument for promoting and safeguarding food safety in the hospitality industry and an important tool for building customer confidence and generating revenues for food businesses. The key recommendation from this study is that the institution should address identified issues of space, equipment, staff, and supplier knowledge and skills that compromise conformity with HACCP requirements.