The University of Connecticut dining services group retained Pulse Group professionals to assist them in evaluating the privatization of their campus foodservice operations. As part of this assessment, we used a series of focus groups to solicit input from students and faculty on a number of different issues related to dining and catering, including: user habits and patterns, quality, satisfaction, pricing, accessibility, efficiency and menuing. As part of the focus groups, we also tested a range of alternative operating formats, delivery systems and services. Based on information derived from the qualitative research undertaken, we made a number of recommendations, as to how the UCONN’s foodservice operations could be improved, addressing issues such as: operating formats, delivery systems, service, menuing, presentation, technology and training. Our work also included an evaluation of the benefits and drawbacks of privatization and was a key factor in the University’s decision not to privatize its operations.
Evaluation of Self-Operating vs. Outsourced Contracted Services for Dining