Developing the service process of municipal home care catering

Abstract

PurposeThe purpose of this paper is to describe the service process of municipal home care catering with respect to both sub‐processes and their development needs. One case is introduced.Design/methodology/approachExisting research on Meals‐On‐Wheels is illustrated. The theoretical concepts include service design, a service process, and a foodservice production process. Empirical data were collected from the two representatives of the case organisation by using a theme interview form.FindingsThe service process of home care catering comprises an information system and four sub‐processes: customer registration and ordering; food production; meal delivery; and invoicing. The main development needs focus on the electronic information system. Other development needs concern menu design, utilizing a cook‐chill method, delivering chilled meals, offering a service voucher, and implementing invoicing with other municipalities.Practical implicationsDue to an aging population, demand on the municipal home care catering services is increasing. The efficiency of the sub‐processes has to be improved by an electronic information system. Alternative models in home care catering service have to be offered.Originality/valueThe findings offer ideas to other home care catering organisations for developing their service processes.