BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

I. Background

Jollibee was founded by Tony Tan on 1975 and his family with its humble beginnings as an ice cream
parlor. The history of Jollibee is a classic rags-to-riches tale of an ambitious family finding success in
greener pastures. His parents took the whole family and emigrated from Southeast China. They settled in
Davao where they opened a restaurant. Tan Caktiong graduated with a chemical engineering degree from
the University of Santo Tomas. A trip to an ice cream plant when he was 22 inspired him to pursue a
Magnolia Dairy Ice Cream franchise and he opened two—one in Cubao and another in Quiapo—
using P350,000 of his family’s savings.

Ice cream wasn’t sustainable enough so Tan Caktiong added hot savories to the menu. These became
so popular that by 1978, he ended his franchise and converted his restaurants to the first iteration of
Jollibee. In 1978, after Jollibee became Jollibee and stopped selling ice cream, the Yumburger became
its flagship product. The famous spaghetti was introduced a year later, and after that, the beloved fried
chicken. By the time a rival fast-food chain planted its roots in the Philippines in 1981, Jollibee already
had a strong hold on the Filipino fast-food palate. In the next decade, Jollibee continued to dominate,
launching its Palabok, Champ hamburger, Jolly Twirls, and in the ‘90s, the Jolly Hotdog and Peach
Mango Pie. We don’t need to remind you that these continue to be bestsellers in Jollibee today.

More mascots joined in, more menu items were launch. Tan Caktiong in a 2010 interview said, "From
a rather crude, strange-looking bee that no bank dared to touch back in 1978, Jollibee and his cheeky
smile today have become synonymous with a truly Filipino success story that is now a source of patriotic
pride. It is estimated that the Jollibee brand is now worth several billion pesos."
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS
The Jollibee Food Corp. owns and operates numerous restaurant franchises in the Philippines, as well
as overseas. Locally, its portfolio includes Mang Inasal, Chowking, Greenwich, Red Ribbon, Burger King
Philippines. Internationally, it has Smashburgers as well as a stake in Panda Express Philippines.

Jollibee is the largest fast food chain in the Philippines. Operating a nationwide network for over
750 stores. A dominant market leader in the Philippines, Jollibee enjoys the lion’s share of the local
market that is more than all the other multinational brands combined. Outside the Philippines, Jollibee
Foods has affiliates that develop and operate international brands like Yonghe King, Hong Zhuang Yuan,
San Pin Wang and 12 Hotpot. It has restaurants in Brunei, China, Hong Kong, Kuwait, Oman, Qatar,
Saudi Arabia, Singapore, the U.S. and Vietnam.

The chains sell dishes that are prepared on-site and are based on original company recipes. The
restaurants use company-specified ingredients and supplies, and follow company standards and
procedures . Jollibee is expected to be at the forefront of best-tasting quick serving restaurants that
adheres to FSC(Food, Service, Cleanliness) Standards of excellence which must be exemplified by all
branches at all locations. Jollibee Foods is now one of Asia's top quick-service restaurant chains by
market value.
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

The Analysis Report

A. The Problem

 Employees tend to have inappropriate behaviors in their communication style towards the
customers.
 Service quality(serving time)
 Decrease of daily total sales in ordinary sales.
 Some employees are getting bored and resigned.
 Communication barrier between the crew and managers.
 The appearance of Jollibee in SM San Jose del Monte, and the continued establishing of other
food related establishments.
 The decrepitude of some heavy duty equipment.

These issues and problems affect the name of the company and also the sales of their product.
Therefore, the Jollibee Corporation needs a plan to consider in this kind of situation.

B. Objectives
The objective of this study is to identify each problem that encountered by Jollibee Tungkong
Mangga on its daily operation. To determine every actions that the management has to take for
them to ensure the quality of their service and be stay at the top of the competition.

C. Areas of Consideration

STRENGTH WEAKNESS
1. Location - Jollibee Tungko is along the 1) Employees tend to have inappropriate
highway and the people can easily come and behaviors in their communication style
go through the store. towards the customers.
2. JFC can easily attract the heart of the children 2) Service quality(serving time)
by the use of Television ads. 3) Decrease of daily total sales in ordinary sales
3. Years in business. Jollibee Tungko established 4) Some employees are getting bored and
in the year 2005. So Jollibee Tungko is the resigned.
pioneer in fast food business in the area of 5) Communication barrier between the crew and
Tungkong Mangga. managers
4. Jollibee Tungkong Mangga achieved GOLD 6) The appearance of Jollibee in SM San Jose del
Standard for 3 consecutive years from year Monte, and the continued establishing of other
2016. food related establishments.
5. Advantage of having a church next to it. 7) The decrepitude of some heavy duty
equipment
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS
OPPORTUNITES THREATS
1. Being an agricultural country, full 1. Competition from both international
integration in sourcing raw materials. companies and other local eateries.
2. Became the first food service company. 2. .High number of foreign companies
entering the fast food market vs. Local
brands

PROBLEM WHY TO SOLVE

Employees tend to have inappropriate behaviors in To gain customer’s loyalty.
their communication style towards the customers.

Service quality(serving time) To maintain the fast service in the food chain.
To avoid customer traffic

To operate business properly and to avoid

Communication barrier misunderstanding
Some employees are getting bored and resigned. To avoid lack of employees.

The sizes of the chicken is not standard as To meet the expectation of the customer.
expecteed.

The decrepitude of some heavy duty equipment To avoid accident and to maintain it’s proper use.
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

I. Courses of Action

Management
 Communication barrier

Insufficient number of staff in this restaurant is one of the major causes of the problem. The workers
sometimes can be seen rushing when taking orders from one table to another. At the kitchen, the kitchen
staff are working very hard to get the orders processed as fast as possible, but it is hard to do so if there
are only a few staff are doing the work. This will affect their work performance and contribute to the slow
service.
Some workers are not well-trained in their job. They are not trained to greet the customers, take the
orders from the customers properly to meet their demands, and deliver the food to the customers on time.
Cashiers need training as well because they have to know how to handle the cash machine and generate
the customers’ bill efficiently and effectively.
There is also a supervisor who does not fully supervise the workers. As a consequence, the workers
do their daily work without putting their service quality as a priority. For instance, the kitchen staff needs
to be monitored in terms of the hygiene standards, good code of conduct and they should always wear
kitchen uniforms. There was a case in which the chicken served to the customer was not fresh and was
half-cooked. When preparing the food, they neglected the customers’ order or do not arrange the orders
properly. This was the main reason why customers who had arrived earlier were served later but those
who came late were served earlier.
People
 Employees tend to have inappropriate behaviors in their communication style towards the
customers.

The workers are not alert of their jobs. Customers have to wait for them to take the orders or clean up
the table. The workers need to know that the waiting time for food is a crucial factor for customers’
satisfaction and complaint .The waiter sometimes forgot to take orders from the customers who already
decided on their meals although they had been in the restaurant earlier than the other customers. They did
not put on a friendly smile when taking the order from customers and this gave bad impression to the
restaurant. The workers were lacked of moral encouragement from the management staff. The
management staff did not give enough advice or critics to the employees. Whenever the employees
committed mistakes in their work, they rarely gave advice or comment for them to improve their work
quality. The attitudes of the customers also contributed to the slow service of a restaurant as some of them
have bad temper and are impatient.
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

Environment
 Some employees are getting bored and resigned.

A positive perception of atmosphere can produce more positive emotions, which leads to positive
beliefs about the restaurant and its services or products (Ha and Jang, 2010). The environment of a
restaurant also can be affected by the neighbouring shops. Customers need a comfortable, peaceful and
clean place to eat. A bigger space for the parking areas is also important for the customers to park their
vehicles.
A kitchen in a restaurant must consists of three main areas, namely the food cooking area, cooked
food assembly area and cooked food buffer area. Each area consists of the required tools and equipment
needed for each processes. The area must be spacious enough for the kitchen workers to move around
while conducting their operational tasks. A restaurant needs to provide a safe and comfortable
environment for the customers to enjoy their meals. At the same time, it has to accommodate as many
customers as possible to maximize the sales for each day.
To do so, the furniture inside the restaurant needs to be arranged in order to fully utilize the space.
Next, the position of the washroom causes the customers to think twice about the cleanliness of the dishes
prepared due to the bad smell from the toilet. The restaurant also uses the same sink used by the
customers for cleaning the utensils
.
Equipment
 The decrepitude of some heavy duty equipment
Inventory management can help to optimize customer’s satisfaction, supplier capability, and
production scheduling. Poor inventory management will cause insufficient raw materials for daily
operations. This may happen during the peak hours where people go out to seek for express lunch and
dinner. If the raw material is in short supply, they cannot prepare enough ingredients for every dish that
the customer order.
There is no modern and automatic machine that can ease the daily operations. For example, they still
need the staff to clean up and wash all the cutlinary manually. If the restaurant is full of customers,
especially during peak hours, they will have inadequate staff to serve the customer (e.g. taking orders,
cleaning the table and helping in preparing food). Thus, they need machine and equipments in order to
minimize their jobs and to leverage their service. Other than that, a limited number of kitchen equipment
results in insufficient time for the chefs to prepare food. Consequently, inefficiency in food preparation
can delay the serving time.
Material
 The sizes of the chicken are not standard as expected.
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

Process
 Service quality(serving time)
Slow service was also caused by poor food scheduling. The kitchen staff should have prepared the
ingredients before the restaurant is opened. The main ingredients such as onions, garlic, and chilies have
to be prepared before cooking. Meanwhile, the ingredients must be sufficient to run the business for the
whole day. Failure of early preparation will require more time to prepare food. Hence, the customers have
to wait longer.
Poor food scheduling might be caused by the unavailability of fixed interval time of preparation and
service. They did not follow the fixed time for food preparation. Ideally, the restaurant could have set the
time for the chef or assistant chef to prepare food for their customer. If they need five minutes to prepare
food for their customer, the workers must try to get and settle the food in five minutes.
Some workers in the restaurant follow the principle of ‘easy cook easy come’. That means, they
prepared the food that was easier to be cooked first to ease their work burden. However, the customers
who ordered the complex dishes had to wait for a longer time as compared to those who ordered less
complex dishes.
The hygiene issues of the restaurant were also being questioned. Sometimes, the floor and the tables
are oily and watery and that makes the customers to feel uncomfortable to dine in. As a consequence, the
customers, especially the children, had the risk of falling down due to the slippery floor. Dirty tables and
chairs will result in the growth of bacteria in the restaurant, which will affect the health of the customers.
If this hygiene issue is not improved, then the customers, especially the regular customers, will seek for a
new restaurant. The impact of food quality has positive linkage between food quality and satisfaction as
well as behavioral intentions.

II. Recommendation
 The company must conduct a seminar for the employees.
 Be friendly to your co-workers and to your manager. Same with the manager.


III. Plan of Action
 Implement of the training from the practical administrative arrangements to its carrying-out
phase.
 Training evaluation.
 Satisfy not just your customers but also your employees by giving them rewards.
 Cross-train of the employees.
 Be more productive.
 Being nice to the customers is what also the organization needs.
 Always check the st0orage and focus on the inventory also
These actions help to improve in managing the fast food restaurant. It also helps to build s and it has to
consistently do the implementation for the relationship of the customer’s satisfaction.
 BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

IV. Potential Problem

Equipment Process People

Overtime/abusive
Equipment has not working hours
been always replaced.
Miscommunication Unpaid working hours Decrease of daily
total sales in
ordinary sales.
Not properly cared Lack of interaction Miscommunicatio
for poultry in the n between
They only stick to one managers and
work without a cance
employees
of expreiencing other
duties.

Materials Environment Management

V. Contingency Plan of Action

 Implement of the training from the practical administrative arrangements to its carrying-out phase.
 Training evaluation.
 Satisfy not just your customers but also your employees by giving them rewards.
 Be more productive.
 Being nice to the customers is what also the organization needs.
 Always check the storage and focus on the inventory also
BULACAN STATE UNIVERSITY, SARMIENTO CAMPUS

CASE STUDY IN TOTAL QUALITY MANAGEMENT

In Partial Fulfilment
Of the Requirements for the Degree
Bachelor of Science in Hospitality Management

Submitted to:
Mr. Melvin Sarosa

Submitted by:
Atoz, Adiova
Lu, Ana Michelle V.
BSHM -4A