YUDS stept up its efforts for gala dining

This past week, in an effort to find out more about student preferences, Yale University Dining Services (YUDS) passed out surveys in all 12 residential college dining halls on Tues., Oct.13. The surveys are the latest in efforts by Aramark, Yale's new dining hall management, to "see students as customers," according to Duane Clark, director of YUDS.

Students were asked to rate items such as freshness of the food, taste, menu selection, and service, before they left the dining hall that night. The surveys also included spaces for writing in comments. Although the surveys were a formal place in which to voice student opinions, YUDS director Duane Clark stressed that no changes should be expected in the near future. Clark said that the purpose of the surveys was to establish "a benchmark from which we will develop the future of dining services at Yale. We will use the information from the survey to establish an action plan for the future."

Karen Doherty, an Aramark employee who is in charge of menu planning, said that this week's survey is only the beginning of a much longer process planned for changing the current operation of the dining halls.

Doherty said it is unlikely that any adjustments will be made to the menu before next semester. She explained that YUDS runs on a six week cycle. Since Thanksgiving and Winter recesses both fall in the middle of cycles this year, Doherty will be forced to turn in menus for January by the second week of November. "I don't expect to change the way I write menus based on the survey," she said. "We're doing another one in February."

On another front, Yale students are continuing to push for better services. The Yale College Council (YCC) has initiated several projects to improve the quality of Yale dining halls, which include the Secret Shopper Program and the Circle of Excellence, a new way of tabulating the Dining Hall of the Month award.

During each six week menu cycle, a previously assigned "secret shopper" rates a specific dining hall by established criteria, including customer satisfaction, salad bar options, and dining hall maintenance. The results of the secret shopper's findings influence which dining hall receives the Dining Hall of the Month award, which in past years was given based primarily on the Thursday Chef's Choice special meal. "YCC is trying to work in a cooperative partnership with the dining halls to meet students' needs," YCC dining hall point-person Heather Erickson, JE '99, said.

Though Aramark and other groups such as YCC are going to greater lengths to meet student needs, many Yalies remain skeptical. Kate Cleaver, PC '02, said of the surveys, "People were in a rush and did it without thinking. I don't know if it will give accurate feedback." Eli Weiss, PC '02, agreed, but said that there was an even larger problem. "Even if students were able to give informative responses, the problem is unsolvable," he said. "The difference of opinion among the student body is too great. I think the system is incurable."

Doherty also spoke of the difficulty of establishing a consensus, but felt that most students were pleased with current menu offerings. She explained that YUDS performs a "test kitchen" when adding a new dish. Seven managers and cooks taste new dishes before offering them to students. "They remove themselves from the process, and give responses based on their perception of what the students like," she said. If employees are uncertain of the item's success, the item is then tested in a dining hall, with Doherty and workers trying to gauge student responses.

"It's hard figuring out what the majority wants, but when we get the sense that a lot of students want something changed, we do it," she said. For example, last Sunday evening, 12 students confronted Doherty, complaining about the inadequacy of that night's offerings of meat loaf, scrod, and fried mozzarella. She said that combination will not be used again.

Doherty will be holding an open discussion on dining hall menus next Tuesday and Wednesday evenings, from five to six o'clock, in Commons. "I hope students come and tell me what they want, so I can make changes for next semester," she said.

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