BUSINESS NAME: CHICKEN DELI

CHICKEN DELI, a restaurant started in 1983 that serves best-tasting flame grilled
chicken or more popularly known as chicken inasal. CHICKEN DELI is a short for “chicken
delicious”. The idea came about when Chicken Deli’s founder, Mamang, felt the need and the
desire to feed people with the dish they so loved Inasal. Chicken Deli is perfect for the budget
conscious because for less than a hundred pesos, one gets a complete lunch or dinner meal and
for less than fifty pesos, one can get a merienda that’s filling for the tummy and light on the
pocket.

BUSINESS DESCRIPTION

Chicken Deli, which stands for “Chicken delicious” was born in 1983 in the sunny city of
Bacolod, which is itself the home of Inasal. The idea came out about when Chicken Deli’s
Founder, Mamang, felt the need and the desire to feed people with the dish they so loved: Inasal.
Chicken Deli serves up only the best quality Chicken Inasal, selecting only the choicest cuts and
freshest ingredients to put the dish together. With that careful attention to food preparation and
the super special secret recipe that makes Chicken Inasal so different form the others, it was only
a matter of time before business boomed for Mamang and boom it did.

Before long, Mamang humble restaurant was overflowing with Bacolod natives,
Manilenyos, and even foreign tourist who came to have a taste of the local fare. Even the most
discerning foodies had something to rave about when they tasted Mamangs savory, smoky,
perfectly grilled chicken. Of course, the efficient service and affordable prices also help in
catapulting Chicken Deli to fame. In only a few years, Chicken Deli became a Bacolod
institution, a household name, strong enough to withstand even the most catastrophic
circumstances.
 After taking Bacolod by storm, Chicken Deli has its sights set on conquering the Manila
crowd. The speedy service and low prices, not to mention Chicken Deli’s delectable food, will
surely run well with the city dwellers. Chicken Deli is perfect for the budget conscious because
for less than a hundred pesos, one gets a complete lunch or dinner meal and for less than fifty
pesos, one can get a merienda that’s filling for the tummy and light on the pocket. The restaurant
opened a branches in Metro Manila at the SM City North Edsa Annex, Tutuban Center Mall, SM
Santa Rosa and is now open for franchisers to continue Chicken Deli’s time honored tradition of
serving delicious, high quality Chicken Inasal that’s been cooked with as much love and care as
Mamang used to cook it in the old days.

Issues Arising from the customers experiences, QCT Applied: Pareto Diagram

The researcher found that the majority of the problems were related to the services and
food. The service is poor, particularly for takeout and online orders/delivery. It took far too long
for the orders to arrive. Some think the food (chicken) is dry and bland, and that it lacks flavor.
Others agree that food is good, despite the fact that the proportion is fairly modest. The kitchen is
in a state of disarray.

Diagram 1: Issues arising in the restaurant according to customers experiences and feedbacks

The pareto chart shows that 80% of the issues come from 20% of the issue types
(Services and Food). In other words, the pareto principle applies.
Recommendation based on the management approaches in Total Quality Management

First recommendation
 Promotion
The promotion is called the "Wednesday Madness". The promo talks about "a
meal plus a side dish" according to the commercial. When you purchase one meal, you
will receive one complimentary side dish. We decided on Wednesday because it is the
middle of the week. Customers are scarce on that day; therefore, we'd like to run a
promotion to encourage them to come in.

Second recommendation
 Investigate the customers' waiting times and the staff's ability to serve them more
quickly.
While the customers are waiting, we will provide them with a device that will
display the time it will take for their order to be prepared. They can also press it if they
want to place some further orders.

Third recommendation
 Product promotion
People in this age are more likely to use technology such as cellphones, laptops,
and other devices. It's simple to market your goods on social media platforms such as
Facebook, Instagram, Tiktok, and others. You can also use television and radio to
promote your products. It is easier for people or buyers to understand your goods if you
include photos, videos, and location information when you post it.

Recommendations on how it is implemented and who are the persons involved

Our recommendation is effective to people because if we talk about the first

recommendation about the Wednesday madness, people will be happy or excited when there's a
buy 1 meal and you'll get 1 side dish for free, and the second recommendation , customers don't
have to worry if they can't hear when their food is ready since we have a device that allows them
to see the preparation time of their order, and the third recommendation to promote product is
something that many companies do and it works for them. Employees, students, and the general
public are among those we involve.