General de Jesus College

College of Accountancy and Accounting Technology

Vallarta St., Poblacion, San Isidro, Nueva Ecija

1. In what way is quality or lack of quality visible?

Lighting
Drinks
Customer Service
Lack of communication between employees which leads to disoriented
operations.
2. What do you think are the items that should be stocked in addition to the food?
Condiments
Toothpick
Tissue
3. How important do you think employee scheduling is?
Being a fast food chain or restaurant, employee scheduling is very essential
because it results to customer satisfaction. How? As we observed the operations
of Jollibee- Walter Mart Gapan, some employees are idle while others are doing a
number of jobs simultaneously. This caused a lot of delay in their service thus
making their customers wait. One reason we concluded is that there are no
specific tasks given to each employee leading to a disoriented operation.
4. How might capacity decisions affect the success and failure of restaurant and fast food
chains?
In making capacity decisions, the cost and benefit should be considered. We
observed that during peak hours, especially during weekends, chairs and tables
are not sufficient enough to accommodate the number of customers who wants to
eat. Some customers do not want to wait too long; therefore, they chose to dine in
another fast food chain thus Jollibee incurring opportunity cost.
If management decided to expand their area, the benefit that will arise may not be
sufficient to cover the costs incurred. It is only during weekends, or days with no
classes or work that additional space is needed. If Jollibee could find ways to
make operations effective and efficient (e.g. improved employee scheduling)
while maintaining little or no cost then customer satisfaction will be guaranteed in
addition to rise in profits.