Product protection is the fundamental mission of food packaging, though its marketing utility sometimes trumps protection as the primary consideration in its selection. But many factors can come into play, from educating consumers to answering customer needs to donning a green halo.

Function-only packaging exists, although it’s usually found in foodservice applications. That’s the sweet spot for aseptically processed foods, and restaurateurs and commissary operators are happy to swap No. 10 cans for pillow packs and bags-in-boxes.

Breathable film allows fish processors to ship frozen seafood in a skin pack without risk of Listeria contamination,

No-frills aseptic bags may look bland, but that didn’t stop Sealed Air’s Food Care Div. from touting the bags and pouches it’s supplying to Aseptia Technology at May’s National Restaurant Association show in Chicago. Compared to metal cans, the flexible pouches consume one-quarter of the energy, are one-tenth the weight and take up 30 percent less space, according to Duncan, S.C.-based Sealed Air.

Fresh off its recent Edison Award for applied technology in food processing, Aseptia was on hand to help promote the bags and discuss its two-year collaboration with Sealed Air. Aseptia already is working with Dole Foods on low-acid aseptic products for retail, and the NRA show was an opportunity to showcase 53-oz. pouches developed for foodservice, including Dole.

Wright Foods, Aseptia’s contract manufacturing division, is using a Cryovac Flavour Mark vertical form/fill/seal system to fill bags made of 1558 high-performance film. It has the puncture resistance and tensile strength to withstand distribution abuse and deliver 18 months of shelf life. “The package has virtually zero air in it and is designed to be fitment free” to reduce cost, says Rodney Weaver, Sealed Air’s business development manager-shelf stable food. The filling system can sterilize and form bags holding up to 300 liters (almost 80 gallons), he adds.

Aseptia’s microwave process has been validated with FDA for commercial sterilization for about 50 food products,. Most are not yet on the market, including the foodservice mashed potatoes displayed at Sealed Air’s NRA booth.

“The combination of their technology and ours is allowing new products to come to the market that hadn’t been there beforeHalf-inch particulates like tomato chunks in salsa can be processed and protected, he says.

New and refreshed packaging could be found at many NRA booths. Aesthetics upgrades to match new-age formulations were the drivers of some changes.

Dry Soda Co. worked with fellow Seattle marketers at Retail Voodoo LLC to update bottle labels for its eight carbonated beverage flavors, including lavender, rhubarb and juniper berry. The clear liquids magnify messages like, “Juniper berries are conifer’s little pine-flavored gifts,” that are printed on the glass side of the pressure-sensitive label.

Retailers appreciate that kind of pull-through messaging; however, different packaging changes are needed in other distribution channels. For instance, Beth Wilson-Parentice, CEO and founder of Sipp Eco Beverage Co. Inc., Chester Springs, Pa., almost reluctantly showed at the NRA show the new 12-oz. aluminum cans for her “sparkling organic” beverages. Glass bottles have been the sole median for mixers such as ginger blossom and summer pear. Bottles are fine for retail, but Sipp’s push into foodservice demands another format, she says.

Wilson-Parentice founded Sipp five years ago. She was a one-person beverage company the first three years and now has a staff of 14, allowing Sipp to gain distribution through hotels, airlines and organic vending firms. Those customers don’t want glass containers. Shatter-proof aluminum meets their needs.

Four container panels help tell the a2 milk story, but association with other milk alternatives played a bigger role in package-format selection.

Like Sipp and Dry, Brands of Britain sees huge sales potential in trendy restaurants and lounges. The firm extended its Fever-Tree line of tonic water with a new flavor: hand-picked elderflower from the UK, coupled with African quinine and pure cane sugar. More importantly, it added a bartender-friendly 750-ml bottle to complement the 12- and 6.8-oz. bottles already available. Dry also introduced a 750-ml container and is advising customers to serve the beverage in a champagne glass.

The company you keep

Containers can be a useful association tool, which is particularly valuable when a new-to-the-market product is introduced. That helps explain the selection of gable-top packaging for a2Milk, Australia’s latest American import.

Almost a third of milk’s protein is beta casein, which can be either the A1 or A2 strain. Research suggests A1 beta casein often is the culprit when dairy consumption causes bloating, nausea and other digestive discomfort. While 20 percent of the population reports discomfort from dairy consumption, only 5 percent is actually lactose-intolerant, points out Jim Smith, vice president-marketing of a2 Milk Co., Boulder, Colo.

Seven Signs of a Healthy Food Company

Anyone evaluating the health of a food company would start with its balance sheet and financial statements. But from a legal and risk management perspective, there is much more to determining whether a food company is truly “healthy.”

In counseling food companies, I believe there are seven other signs that a company is healthy. Managing those issues ensures a food company is well-positioned for the long-term.

1. Institute a Robust Food Safety Program. Given the implementation of the Food Safety Modernization Act (FSMA), each food company should maintain a culture of food safety. The company needs to prepare and enforce detailed food safety and sanitation policies for all facilities to ensure FDA compliance.

The company must (a) ensure that employees who handle food are properly trained on safety, sanitation and personal hygiene; (b) hire highly qualified individuals to lead food safety and sanitation; and (c) consider retaining a safety expert or organization to review and potentially enhance its food safety program.

Maintaining sanitary facilities helps ensure food is safe to eat. A few activities I recommend include: (a) periodic food testing for pathogens, extraneous material and allergens; and periodic swabbing on surfaces and surrounding areas; (b) implementing an effective allergen control program; (c) ensuring that food storage areas are clean, secure and properly temperature-controlled; (d) ensuring an adequate cleaning schedule using proper sanitizers; and (e) conducting regular food safety audits.

2. Use the Best Suppliers. Problems with ingredients or raw materials trigger many food manufacturers’ voluntary recalls. Implementing an approved supplier program — including pre-screening suppliers to confirm they have adequate food safety policies, production standards, allergen controls and safety audits — will ensure suppliers are safety-oriented. When possible, a company should obtain suppliers’ guarantees or certifications, inspect their transportation vehicles and food contents upon receipt and periodically test ingredients and raw materials provided.

3. Check Food Labels. Food companies must ensure their food labels are accurate and not in violation of FDA regulations. When preparing or changing label claims, consider:

• Have all claims been thoroughly vetted and approved?
• Has the company adequately ensured allergens not included on a label do not accidentally contaminate a food product?
• Are all labeling claims about the presence of allergens in a food product or a facility accurate and not misleading?

4. Have the Right Insurance. It is critical to have insurance policies covering general liability, directors and officers liability and food recall and contamination. Consult experienced insurance brokers or attorneys to negotiate policy language and, in light of new FSMA recall regulations, have all insurance policies periodically re-examined.

5. Maintain a Robust Records Retention Policy. The FDA requires companies to maintain complete, well-organized and “reasonably accessible” records concerning the manufacturing, processing, packing, transporting, distribution, receipt, recall, detention and importation of food. FSMA imposes new requirements, including the requirement of a Hazard Analysis and Risk-Based Preventive Control (HARPC) plan. It is also much easier to handle an FDA investigation or civil litigation if a company’s records are appropriately maintained.

6. Prepare for a Surprise FDA Inspection In the event of a surprise FDA inspection, prior checks on sanitary facilities, food safety testing, accurate labels and required records become even more important. I recommend developing a written, internal inspection plan to prepare accordingly.

Once FDA inspectors arrive, it is important that the company has designated an authorized person to accompany the inspectors while on-site, and to answer any questions directed to employees. I suggest:

• When inspectors arrive, ask why they are there and what they intend to review.
• Confirm that the inspectors are only given documents to which they are entitled, and keep copies of everything provided.
• Take notes on the inspection, detailing the specific areas viewed, questions asked, samples, labels, swabs taken and the inspectors’ demeanor, including any conversations or comments made.
• Obtain receipts for any food samples taken.
• If critical questions arise, contact outside legal counsel or your food safety consultant.
• Once the inspectors have left, analyze any labels they have taken, have a food laboratory collect and analyze duplicates of food samples taken and also have the lab duplicate and analyze any swabs taken.
• Prepare a corrective action plan for any significant problems found.

7. Actively Monitor and Respond to Complaints, and Monitor New Regulations and Enforcement Actions: Finally, the company should have a program to carefully monitor and appropriately respond to both customer and employee complaints – as they are the ones most likely to report their concerns to regulatory authorities. Adequately responding to their concerns, if possible, is essential. The company can stay updated on current trends by subscribing to the FDA’s free email alerts concerning voluntary recalls, warning letters and regulatory updates.

Developing Aesthetic Chocolate Bloom

rmed with sophisticated analysis, companies can effectively protect their products from developing this unaesthetic coating or bloom. There are two main types of chocolate bloom – sugar and fat. Each has different causes. However, no matter the type of bloom, the surface of the chocolate will become unappealing and will have a mottled or hazy look.

Sugar bloom is caused by moisture coming into contact with the chocolate. When water comes into contact with chocolate, it dissolves the sugar on the surface of the chocolate. As the water dries, the dissolved sugar crystallises and precipitates onto the surface of the chocolate. The resulting small sugar crystals give the chocolate a dusty appearance. The most obvious cause of sugar bloom is if water was inadvertently spilled on the chocolate or the chocolate came into contact with or was placed on something wet.

Another common cause is condensation – for example, chilled chocolate will condense moisture from the air and the condensation will cause the sugar bloom. Sugar bloom may also occur if the chocolate has been in an environment with too high humidity. The best way to avoid sugar bloom is to store chocolate in low-humidity environments with a stable temperature to avoid the risk of condensation. Fat bloom typically appears as lighter colour blotches on the chocolate and, unlike sugar bloom, is not always caused by a simple set of circumstances. Fat bloom is more complicated, and it may be difficult to discover the actual source of the problem.

During manufacture, the chocolate is tempered to ensure that only stable crystals of the cocoa butter form, while the chocolate hardens. If chocolate is not tempered, the unstable forms of cocoa butter crystal will form, most notability the β-Prime and α forms. After the cocoa butter hardens, these unstable forms will slowly change their forms to the stable β form. The β crystals are slightly smaller than the β-Prime or α forms, so that when this transition occurs, the chocolate contracts. The new stable β crystals then form, projecting above the surface of the chocolate, visible as bloom.

If the chocolate is stored in a room where the temperature fluctuates near the melting temperature of the stable β crystals, two additional types of fat bloom may form. In the first, some of the β crystals melt. When they recrystallise, they recrystallise slowly, since the ambient temperature is close to that of the chocolate. This allows the crystals to grow much larger than the original small, compact crystals. In addition to projecting above the surface of the chocolate, these larger crystals may displace cocoa butter, forcing it to the surface.

The second type of bloom is created when the crystals have softened instead of melted. It is during this period that cocoa butter that has slightly melted migrates towards the surface. When it breaks the surface, it pools ever so slightly, and when it cools the cocoa butter appears as spots. Fat bloom can occur in cocoa powder as the powder contains between 12-20% cocoa butter. Since some cocoa butter is present, it must be tempered during manufacturing, just as chocolate is. Cocoa powder that has been improperly tempered or undergone temperature fluctuations may cause bleaching of the cocoa powder and may cause clumping as the cocoa butter helps the particles of the cocoa powder adhere to each other. As with chocolate, when bloom occurs it does not affect the edibility of the cocoa powder but may have an aesthetic impact.

Studies on fat bloom indicate that the bloom consists of large, single cocoa butter crystals or collections of crystals of the stable β form of cocoa butter. Other forms of cocoa butter crystals are not present in fat bloom. Fat bloom is often mistaken for mould, but it really has nothing to do with this. It has no effect on the taste of the product and the product is not ruined by it. Fat bloom does not appear immediately after production, but instead appears days or even weeks later. It can be one of the consequences that come from storage that is too warm or under temperatures that sharply fluctuate.

Small and medium-sized enterprises suffer the greatest impact, because they produce a majority of the confections and baked goods. Chocolate coatings represent an effective technique for refining these products. In the process, the pastries, cakes, waffles and bars are run through a fluid, pre-crystallised chocolate stream. They then have to swiftly crystallise within the cooling channel – in other words, solidify – so that a shiny surface results.

The fat components from the fillings could penetrate to the surface of the confection and accumulate in the coating. This process is also called ‘fat migration’. Fine fat crystals accumulate at the surface and thus change the crystallisation properties of the chocolate coating. The filling fats cause the chocolate to crystallise more slowly, making the coating softer. This allows the fat to accumulate even more efficiently. Fat migration is facilitated, which in turn can lead to fat bloom formation. The type and quantity of the filling fats influences the chocolate’s crystallisation behaviour. Cocoa butter with a minimum proportion of other fats and oils is highly predisposed to fat bloom. Most of all, nut oil and lauric fats tend to soften the chocolate coating.

Thermal Imaging Cameras in Food Processing

In the food industry, it’s essential to carefully control the temperature of perishable goods throughout production, transportation, storage and sales. Repeated warnings about illnesses due to tainted and improperly cooked foods highlight the need for tighter process control. Because this almost always involves a human factor, food processors need tools that automate crucial operations in a way that helps minimize human error while keeping costs down.

Thermal imaging cameras are such a tool. Using thermal imaging cameras, processors can make automated non-contact temperature measurements in many food processing applications. Video outputs and digital temperature data can be viewed on various monitors and computers via the Ethernet. How does the thermal imaging camera work? The main elements for non-contact temperature measurements in the food processing industry are a thermal imaging camera and associated software. They act as ‘smart’ non-contact sensors to perform 100% inspections, measuring the temperature of equipment, refrigerated products and cooked foods as they exit the cooking process. Thermal imaging cameras are easy to use and small, and can be positioned almost anywhere as needed. They can also be used to inspect package sealing and improve efficiency in other food processing operations. Thermal imaging cameras have firmware and communication interfaces that enable their use in automated process control. Third-party software makes it easy to incorporate these tools into automated machine vision systems without the need for extensive custom-written control code.

The use of thermal imaging cameras in food processing is growing for applications such as: oven-baked goods, microwave-cooked meats, microwave drying of parboiled rice and other grains, inspecting ovens for proper temperature, proper filling of frozen meal package compartments, checking integrity of cellophane seals over microwave meals, inspecting box flap glue of overwrap cartons, monitoring refrigerator and freezer compartments. Thermal imaging is first and foremost a quality assurance (QA) tool. Controlling the quality and safety of cooked meat products is an excellent use of this technology. A permanently mounted thermal imaging camera can record the temperature of, for example, chicken tenders as they exit a continuous conveyor oven. The objective is to make sure the chicken is cooked enough but not overcooked and dried out. Reduced moisture content also represents yield loss on a weight basis. Thermal imaging cameras can also be used for inspection on microwave precooking lines. Besides improving product quality and safety, overall throughput can be increased. An additional benefit is reduced energy costs.

In addition to cooked food inspections, thermal imaging cameras can monitor conveyor ovens. They can even be part of a feedback loop to help control oven temperature. Another use of thermal imaging cameras for conveyor ovens is monitoring temperature uniformity across the width of the conveyor oven cooking belt. If a heating element inside an electric oven fails, or if there is uneven heating across an air impingement oven, one side of the product stream may be cooler. This can be quickly discovered with thermal imaging cameras. Quality inspections of this sort are much more difficult with conventional contact-type temperature sensors. Thus, thermal imaging cameras can help correct variability and improve quality before the need to scrap a lot of product. Software is available that allows thermal imaging cameras to locate objects and patterns in the images. One application for pattern matching is in the production of frozen meals. Thermal machine vision can use pattern recognition software to check for proper filling of food tray compartments.

A related application is automated 100% inspection of the heat-sealed cellophane cover over finished microwave meals. A thermal imaging camera can see heat radiating from the lip of the container where the cellophane heat-seal is formed. The temperature along the entire perimeter of the package can be checked by using the thermal image with machine vision software. This type of program matches the geometric pattern in the image and its temperatures against the temperatures in a pattern stored in a computer memory. An added function in such a system could be laser marking of a poorly sealed package so it can be removed at the inspection station. An issue affecting product safety indirectly is the integrity of cartons that overwrap and protect food containers. One of the most cost-effective ways of sealing overwrap cartons is to use heated glue spots on the carton flaps. In the past, the integrity of the spot glueing was determined by periodically doing destructive testing on several samples. This was time-consuming and costly. Because the glue is heated, a thermal imaging camera can ‘see’ through the cardboard to check the pattern and size of the applied glue spots. The camera can be set up to look at predefined areas of the flaps where glue should be applied and verify spot sizes and their temperatures.

The digital data collected is used for a pass/fail decision on each box, so bad boxes can be immediately removed from the production line. The data is automatically logged into the QA system for trend analysis, so a warning can be generated if an excessive number of boxes begin to fail. Yet another application for thermal imaging cameras is monitoring container filling operations. Although this is seldom a product safety issue, it does affect yield and compliance with regulations. Different areas on the bottle can be defined and used to trigger an alarm and remove bottles that are under- or overfilled. Thermal imaging cameras are a better alternative to visible light cameras when a bottle or jar is made of opaque or dark-colored glass or plastic.

Application software currently available for thermal imaging cameras includes a wide variety of functions that support automated food processing applications. This software complements and works in conjunction with firmware built into thermal imaging cameras. The imaging tools and libraries in these packages are hardware- and language-independent, making it easy for food processing engineers to quickly implement thermal monitoring and control systems. Thermal imaging cameras themselves provide the user with different operating modes that support correct temperature measurements under various conditions. Two functions commonly found in these cameras are a spotmeter and area measurements. The spotmeter finds the temperature at a particular point. The area function isolates a selected area of an object or scene and usually provides the maximum, minimum and average temperatures inside that area. The temperature measurement range typically is selectable by the user. As an adjunct to the temperature range selection, most cameras allow a user to set up a color scale or grey scale to optimize the camera image.

In conveyor oven applications, the area function is typically used because pieces of cooked product are often randomly located on the conveyor. The camera can be programmed to find and measure the minimum and maximum temperatures within the defined area. If one of those setpoint temperatures were to fall outside the user-defined limits, an application program running on a PC or PLC would instantly trigger an alarm, alerting the operator to check the thermal image on a video monitor or PC to find and remove the bad product and/or adjust the cooking temperature. In the case of local monitoring, an IR camera’s digital I/O can be used to directly trigger an alarm device without additional software. However, food processing often benefits from higher level analytics that are available in third-party software that runs on a PC. These out-of-the-box solutions do not require the writing of application source code. By adhering to commonly used machine vision interface standards, such as GigE Vision, a wide range of functionality is supported. A simplified block diagram of conveyor monitoring is shown.

One thermal imaging camera is adequate for many applications, or a thermal imaging camera may be combined with a visible light camera to record other target object attributes, such as color.

Aseptic Beverage Filling

Aseptics have now breached the final building block in a beverage bottling line with the incorporation of the stretch blow-moulding machine in the aseptic concept. Aseptics now extend from preform decontamination through the aseptic blow module and aseptic filler to the aseptic closer. Stute Nahrungsmittelwerke, one of the biggest fruit and vegetable processors in Europe, has expanded its aseptic beverage capacities by installing the Krones Contiform AseptBloc. Stute produces a wide range of soft drinks as well as preserved fruit and vegetables, desserts and sweet spreads like jams, marmalades and honey.

At its Paderborn production facility, Stute fills cans, soft packages, glass bottles and PET containers with carbonated soft drinks, ice teas and near-water beverages, fruit spritzers, squashes, concentrated and direct juices, and chilled fresh juices. The 500,000 m2 facility operates 36 soft-package lines, 13 aseptic PET lines rated at up to 40,000 bph, plus a beverage canning line and a glass line. Sales go mainly to large food and beverage discounters. For many years, Stute has prioritised aseptic filling so as to achieve long-lasting freshness and a lengthy shelf life without using any preservatives or other additives. According to Christoph Frankrone, head of purchasing plant engineering at Stute, Stute has committed itself unswervingly to operating without any preservatives. This means the kit involved has to offer manageable cleanrooms. When this became viable about a decade ago, Stute rigorously pursued the option of cold-aseptic filling. Stute started off with aseptic filling of beverage cartons, then took its first steps with aseptic linear fillers for PET, and subsequently with small cleanrooms in conjunction with rotary fillers. By 2008, Stute had installed a total of nine PET lines from a German vendor. In 2009, Stute turned to Krones and commissioned a PET-Asept L wet-aseptic line for still beverages. This was followed in 2010 by two more Krones lines for carbonated beverages, this time with the Contipure module for preform decontamination and then in 2011 by the fourth Krones PET line, once again a PET-Asept L wet-aseptic line for still, low-acid beverages.

With the Contiform AseptBloc, Stute is using a harmonised blow-moulder/filler monobloc in which the aseptics begin even before the stretch blow-moulding process. Previously, in its wet-aseptic operations, Stute had kept the blow-moulder and the filler separate. The four Krones lines previously installed achieve 96 hours of production time, while the figure for the older aseptic lines is 72 hours.

The firm’s corporate philosophy emphasises continual upgrading of the production operations and purposeful deployment of the very latest technologies. Since 2006 alone, Stute has invested around 100 million euros in modernising and expanding its aseptic beverage capacities and its local infrastructure, so as to put large quantities of maximally fresh products on the market at high turnaround speeds. With the Contiform AseptBloc, the preforms are treated with gaseous hydrogen peroxide after being warmed up and then passed directly to the blow module where the containers are produced under aseptic conditions. They are then filled in aseptic mode and fitted with decontaminated closures. All the machines in the system are monobloc-synchronised and are operated using a higher-order control system. The system makes no compromises in terms of microbiological safety as it offers complete coverage down the aseptic chain – from decontamination of the preforms to closing of the bottles.

Moreover, the line eases the workload for the production staff and takes up significantly less space: Stute installed a Contiform AseptBloc rated at 24,000 bph, which requires 40% less space than a comparable PET-Asept D dry-aseptic system. A 32,000 bph Contiform AseptBloc can be installed on an area that’s about a third smaller than that of a PET-Asept L wet-aseptic system with the same rating. And that’s not all – the total cost of ownership (TCO) is lower than with comparable conventional aseptic monoblocs. Thanks to the significantly lower costs for processing and operating materials and for care and maintenance, cost savings of more than 10% are claimed.

Aseptic Blow Module

The Contiform A stretch blow-moulding machine has been designed so as to ensure that now only the moulds and absolutely essential components are located inside the aseptic zone. All other assemblies, cables, sensors and pneumatics have been removed from this area. Several design building blocks help to make sure that the sterile zone is partitioned off from the rest of the machine. These include a defined overpressure in the entire aseptic area provided by a central ventilation system and a hydraulic liquid seal with an H2O2 solution.

The electromagnetically driven stretching unit never leaves the sterile zone. Next to the stretching rods are only the left and right stainless steel mould halves with base and the aluminium moulds in the aseptic zone of the blow-moulding machine. Gaseous hydrogen peroxide from a central processing unit is used for sterilising the surfaces of the machines and also for preform and closure decontamination. For sterilising the high-pressure air routes, the paths from the rotary manifold are warmed up with hot air and then cleaned by means of an H2O2-air mixture. By sterilising the blowing paths and the blowing wheel isolator, a flawless microbiological state is assured in preproduction. The product path and the isolator are cleaned simultaneously, in each case with hot caustic and acid, without any foam agents. A simple CIP system suffices for this purpose: neither a sterile-water UHT system nor a hygiene centre is required. This reduces the complexity of the cleaning process and downsizes the duration of the requisite cleaning routine to less than 2.5 hours.

Decontaminating the preforms creates a whole series of advantages as compared to sterilising the finished, blow-moulded PET containers. The preforms offer a significantly simpler shape and a considerably smaller surface area. In contrast to bottles, moreover, with preforms there is no risk of shrinkage. This firstly enables the bottle’s weight to be reduced, with concomitant savings in material, and secondly renders a Relax blow-moulding process obsolete. The process window, too, for reaching the germ reduction is significantly greater than for bottles, which increases the dependability and stability of the process. The preform feed has been constructed in hygienic design: both the preform magazine and the preform chute have been fitted with covers. Moreover, a rinser uses ionised air to remove dust and smaller particles from the preforms. In order to upgrade the efficacy still further, a camera system inspects the geometry of the neck finish and will reject any non-conforming preforms.

The closure sterilisation unit, likewise new, is based on a simple, sturdy mechanical design. Over a short distance, the closures are sterilised within a minimised time frame by means of evaporated hydrogen peroxide. From an environmental viewpoint, the Contiform AseptBloc scores highly by managing entirely without water during sterilisation and production modes. Water is now only required for cleaning. Thanks to the design concept for the cleanrooms, the overall media consumption is low. Hydrogen peroxide as a sterilising medium can likewise per se be described as eco-friendly: it breaks down into water and oxygen.

The Shangri-La of Food Safety.

We all aspire to high levels of food safety and, at the same time, recognize the need to manage resources and focus on areas of greatest risk; 

This story is a reflection on the aspiration to high food safety standards and an experience that spoke to the very core of food safety culture.

It is inspired by time we recently spent in Singapore at one of the Shangri-La Hotels and our encounters during the stay with the hotel staff. To some, the name Shangri-La conjures an aura of perfection, but many may not know from where the name is derived … read on to find out.

The story begins on the second day of our stay at the Shangri-La when management held a reception for the guests. I typically avoid such events since they are usually a little too contrived – but something made us go to this one. I am glad that we did.

Upon arrival at the reception, we were greeted by a member of the hotel management – that was their role after all: to engage with the guests and make them feel welcome. So this encounter was expected in principle but totally unexpected in outcome.

A glass of wine was served, and we were greeted by the hotel’s Director of Sales, who immediately engaged us in conversation about what we do for a living and why we were in Singapore. After explaining that we were there to speak at a conference, we got into the nature of the conference and the type of work we do.

I explained to the Director the work that The Acheson Group engages in, and she became very intrigued. She was quickly engrossed and asked about the areas of the world in which we work and the type of clients. She was very interested in the whole notion of managing risks with regard to ensuring safe food, and immediately pointed out the importance of food safety to the Shangri-La hotel chain and its guests. Clearly we both recognized that making guests sick was both bad for the guests and bad for the brand.

She then went on to tell us that the hotel group puts resources into food safety and has an onsite QA person to oversee food safety in the hotel. She continued to explain how they use HACCP and recognize that supply chain risk control is one of their biggest risks. Now keep in mind that we are talking to the Director of Sales and not the head of food safety. So I was a bit surprised, and very impressed, by her depth of knowledge on food safety issues.

As we were having this conversation, the hotel’s General Manager joined the conversation. He was on his rounds of the various groups, and it was our turn for a brief encounter with the leader of the property. My new friend from sales immediately told the GM about our business and role in global food safety.

The GM responded right back with reiterating the importance of food safety, how they use HACCP across the whole hotel chain, and that they have a full-time QA person on staff just to keep track of food safety. He then said to the Director of Sales, “Organize a tour of the kitchens for these guys – show them what we do.” We all agreed that would be a wonderful opportunity, and we would love to do that if it could be arranged.

The little party broke up with agreement that further contact would be made to set up time for the tour. While all those involved seemed very genuine, I have to say the skeptical part of me wondered if it would actually happen. It did.

The tour was arranged; we were to meet one of the senior chefs at 9:30 a.m. Friday morning in the breakfast area. On the nose of 9:30., we were greeted by the Director of Sales who took us into the back area to find the Chef. The Chef was waiting for us right by the entrance armed with hair nets and disposable smocks to ensure we did not enter the kitchen without proper attire.

The Chef then proceeded to take us on a tour. He started out in the raw-meat preparation area of which there were three – one for meat, one for seafood and one for poultry. Each had separate color-coded knives and chopping boards and was adjacent to its own walk-in cooler stocked from one end and accessed at the other in the meat prep area to control people traffic flow in and out. The first impression of these prep areas was that of cleanliness and organizational efficiency, as well as that food safety was top of mind and very much in control.

Prepared meat was placed on trays, then stored in a two-door cooler – one door gave access from the meat prep side and one gave access from the kitchen side where the meat/poultry/fish would be cooked. All this to control risk and to ensure hygienic zoning between the high- and low-risk areas of the kitchen.

As the tour continued we were shown wall charts that laid out the CCPs and how to monitor them. We were shown numerous records of temperatures of coolers, freezers and the food to ensure it had reached adequate cook temperatures. We were told how the thermometers are calibrated on a regular basis and records kept. We were shown how each day’s food is color coded to ensure it is used by a certain date or discarded.

We next spoke of allergen control, and one thing I have observed during visits to Asia is that most Asian countries do not have a very high recognition of allergen risk. When asked about this, it was clear that the Shangri-La attempts to find out if guests have specific food allergies before they ever arrive at the hotel. If a guest lets the hotel know that they have a food allergy, the protocol is that one of the chefs will meet with the guest to discuss menu options and what to avoid. If necessary, the kitchen will prepare special meals to cater to a guest’s allergen needs. Through this approach, they are engaging with the customer; they are coming across as a caring organization; and they are controlling risks to both the guest and their brand.

As one would expect in a large hotel, there is a vast amount of food that arrives and has to be prepared and stored. We were shown the separate baking kitchen, which is in a separate room from the rest of the kitchen; the vegetable preparation area; the coolers; and the dry goods storage areas for incoming food. Again, the impression was one of cleanliness, close observance of food safety, the need to keep accurate records and the positive food safety culture.

Finally we spent time in the receiving area where all food is checked upon arrival for both temperature and quality. A designated team, which includes a chef, has that responsibility; all temperatures are recorded and food is rejected if it is out of acceptable temperature range. If a driver shows up that is unexpected or not the normal delivery person, the load will be turned away – some good thinking there around food defense as well as food safety.

The hotel’s supply-chain risk management is controlled at a central corporate level, where suppliers are approved through on-site audits and testing programs, and are the only allowed suppliers. An ongoing testing program also operates at the hotel level, whereby certain foods are tested upon arrival for a variety of agents. This testing program is augmented by the hotel’s own daily environmental monitoring program.

This was an impressive program, not only because of what we saw but because of what we felt from the team’s pride and enthusiasm for food safety. When it comes to food safety culture, the Shangri-La has it right.

The name Shangri-La comes from the 1933 novel Lost Horizon by English novelist James Hilton. The novel describes an idyllic settlement in the mountains of Tibet; but even those who have not read the book often equate Shangri-La with paradise. I don’t think there is such a thing as a food safety paradise, but I certainly have a profound respect for the food safety culture at the Shangri-La Hotel in Singapore. This operation was not only state of the art, but was open and proud of what they were doing in food safety and willing to share it all with strangers from the United States – even ones they knew had knowledge about food safety and could call them out on it if we saw something out of line. That is what they wanted!

With all the debate of unannounced audits and many seeing them as unwanted, we were welcomed with open arms and nothing to hide. Maybe when you have your food safety culture “right” there isn’t anything to fear. When we asked how – or why – everyone from the Director of Sales and Head Chef all the way to the dishwasher seemed to achieve this positive food safety culture and were smiling and doing things right, the GM was given the credit – “He believes,” we were told. “He runs this hotel like it’s his own business and his own family.”

I think we all can learn from this as we look at how well the Director of Sales understood food safety, and whether we would be as comfortable inviting any food safety professionals into our facilities for a tour. Maybe management commitment is food safety’s Shangri-La? Maybe it’s training? I may not have the answer, but I believe I gained a peek into a bit of food safety culture “paradise” if only for a day; and these certainly were some of the key ingredients.

Restaurants – Dress Up The Presentation.

Does perception become the reality in a dining experience? 

Hopefully not, but you surely can enhance the sensibilities of your patrons and make that experience more memorable.  

However, beware the porcine proverb, “You can’t make a silk purse from a sow’s ear”. There is another one about lipstick, too.  We have those senses all present when we partake at the casual-dining restaurant.  The smell – aromas wafting; hearing – the sizzle of the steak; touch – the freshness of the breads; and the taste – delicious entrees and appetizers.  And, what starts this parade of senses – the eyes, of course. 

We are just beginning to come back from the recent recession.  We were not investing, renovating or replacing much for the last seven or so years.  Matter of fact, we were just holding on to our hats, hoping to survive. And, we cut back – no more fresh flowers, breadsticks replaced by crackers, portions shed along with staff.  Not a pretty time.  Somehow we held on to our brand reputation.

Now is the time to make a new splash and create some excitement in the marketplace and regain our rightful place in the minds of our guests.  The back of the house seems to be doing just fine.  What can we do in the front to increase the joy of dining with us?  Well, as it turns out quite a bit.  Let’s just “tweak” the environment a bit.  Maybe a new look or a refresh of the facility.  Perhaps, focus on improving the service, which is always paramount.  Or, let’s enhance the table dining experience.

The Orlando Sentinel, in a recent article, reported that a number of chain restaurants are doing just that – enhancing the presentation of their various menu choices.  “Smokey Bones, Hard Rock Café,

Sonny’s BBQ and other chains are introducing more modern dishware and adding flair with garnishes and paper wraps. Such efforts can help make a place seem cool and contemporary at a relatively small cost, said Darren Tristano, executive vice president of the restaurant research firm Technomic.  ‘If you put it on a nicer plate,’ he said, ‘it feels like it’s worth more money.’” 

For so many years, consumers have lived with white dishes and platters, boring glassware, mundane wraps for goods like burgers and pitas.  Add a little color, try a clever new means to present your onion rings, change the shape of your dishware (consider the rectangle).  Ultimately,bring more joy and excitement to the dining experience. It can be done and inexpensively.

Smokey Bones is one good example. “… more plates now have trendier square and rectangular shapes, though they are approximately the same size. More foods, such as burgers, are wrapped in paper with the Smokey Bones logo — though they are still served on dishes. Soft pretzel sticks that once came in swirly black metal contraptions now stand in plain white containers on white plates. On other items, though, Smokey Bones added some color.

Once-plain margarita glasses now sport a vibrant blue stripe across the top. Smokey Bones also now uses garnishes such as carrots and kale.  Chief Executive Officer, Chris Artinian, said the changes are a good investment, worth the $150,000 or so extra that Smokey Bones will pay each year. ‘It introduces you to the food in the right way and makes the right impression,’ he said.”

You can dress up the presentation all you want, but you cannot let slide the quality of your food or service. A new look might give a subliminal boost to the dining experience, but mealy vegetables, an undercooked pork chop or a surly server will cancel out all your hard work and of course invite a viral broadcast.