Research shows that under-investing in employees to cut costs results in poor operational performance, higher employee turnover, and lost profits. This creates a vicious cycle, where reduced investment in training further erodes performance. If your employees are not equipped with practical skills to handle the daily food safety hazards they face, then no amount of paperwork will safeguard your business.

The real focus should be on competence. Employees need to understand food safety risks and know how to apply the correct controls consistently through their everyday work practices. This is not just for the benefit of auditors; it is about demonstrating food safety through daily actions and communication. This is what truly protects your food and your business.

Real-World Consequences of Inadequate Training

Several food safety incidents underscore the risks of relying on generic training programs. Three notable examples are described below.

Costa Coffee allergy incident (2023)

In 2023, a customer at a Costa Coffee outlet in the UK tragically died after consuming a drink containing milk, despite requesting a soy milk alternative due to a severe allergy. Employees had undergone general food safety and allergen training, but the programs were not detailed enough to ensure that employees could successfully manage cross-contact risks or clearly communicate allergen risks to consumers. This incident highlights the shortcomings of a generic training program that fails to cover specific, high-risk tasks.

Chicken sandwiches linked to hospital Listeria deaths (2019)

A notable case involving food safety and ineffective training occurred in 2019 in the UK, when hospital patients died after consuming pre-packed sandwiches contaminated with Listeria monocytogenes. The investigation revealed that failures in food storage practices and lack of proper safety protocols contributed to the outbreak. The sandwiches were stored in "ineffective" refrigerators, and staff were unaware of the critical importance of correct handling. This incident highlights how compliance on paper alone, without proper understanding and training, can have fatal consequences.

Chipotle Mexican Grill E. coli outbreaks (2015)

In 2015, multiple E. coli and norovirus outbreaks at Chipotle affected over 1,100 people across the U.S. Despite employees receiving food safety training, they were not adequately prepared to handle fresh produce safely or manage microbial contamination risks. After these incidents, Chipotle overhauled its training, implementing task-specific procedures and centralizing many of its food preparation processes. The company also paid a $25 million fine to resolve criminal charges related to outbreaks between 2015 and 2018.

These cases show how serious food safety incidents can occur when training is not tailored to the specific risks of a particular environment.

The Competence Paradigm

The solution lies in shifting from a compliance-driven approach to a competence-driven one. Competence in food safety means thoroughly understanding the hazards associated with each task and knowing how to control them. It is not about completing training modules; it is about consistently applying safe practices every day.

Competent food handlers know how to prevent cross-contamination, manage time and temperature controls, handle allergens safely, and properly clean and sanitize equipment. Achieving this level of competence requires hands-on, task-specific training with regular reinforcement to ensure that employees can apply what they have learned in real-world situations.

The Role of Leaders in Food Safety

Leaders play a critical role in fostering a culture of competence. Risk-based thinking demands that food businesses assess risks when establishing processes, controls, and improvements. While some leaders may see paperwork as proof of compliance, it is the actions of food handlers that truly demonstrate effective food safety in practice.

Regulators and auditors are not just looking for completed training; they want evidence that food handlers understand and can apply food safety principles effectively. Leaders must show they understand the specific hazards and controls necessary for each task. The best way to do this is by ensuring that employees consistently take the right actions and can explain why those actions matter. Simply presenting paperwork is not enough.

Leaders should focus on regular on-the-job assessments and encourage open discussions about food safety risks. Creating a supportive environment where employees feel comfortable asking questions is key to building a strong food safety culture.

Protecting Customers and Your Brand

Focusing on competence sends a clear message: customer safety is the top priority. Competence-based practices not only prevent foodborne illnesses, but also offer long-term benefits like increased efficiency, reduced waste, and higher employee engagement. When food handlers understand the importance of their role and are empowered to make decisions that ensure safe operations, they become more committed to the business' success.

Conclusion: A Call for Competence Over Compliance

The food industry must shift from compliance-driven training to competence-based practices. Food handlers need the practical knowledge and skills to identify and control hazards specific to their environments. Leaders, in turn, must foster a culture that values competence over paperwork.

Ultimately, it is not your paperwork or food safety system that keeps food safe—it is the actions your employees take every day. By prioritizing competence over compliance, businesses can protect their customers, preserve their brand reputation, and build a more resilient food safety culture.

References

1. Thomson, A., M. Wilson, and V. Trower. "Building a Skilled and Capable Workforce in the Food Industry." Food Safety Magazine February/March 2025. (To be published.)