TASK PERFORMANCE

In
TOTAL QUALITY MANAGEMENT
by
Flores, Camille
Hilbero, Lallein Patricia
Mayo, Nadine
Noriel, Jean
BSTM301

Submitted to
Mr. Jayson Comia
 Benchmarking

Jollibee benchmarks its IT organization

Jollibee Foods Corp. aims to ensure that its IT organization is nimble enough to become very

efficient and effective for its company expansions so that it may be better prepared for more of its

future endeavors, whether regional or local. The company has hired XMG, one of the leading vendor-

neutral information and communications technology research and advisory firms, to conduct an IT value

benchmarking project for its expanding chain, which now includes Jollibee, Greenwich, Chowking,

Delifrance, and Yonghe (recently acquired in China). The efficiency and effectiveness benchmarks

developed by XMG evaluate the cost of providing IT services as well as the quality of such services.

The goal of the benchmarking study is to see if Jollibee's IT department's cost structure is

already optimal compared to how other organizations in the same industry or of similar size (like theirs)

manage their IT operations. By having a common service center for IT operations, Jollibee can anticipate

if the rising integration of IT operations brought about by the convergence of operations among its

subsidiaries may truly profit from economies of scale. It definitely gives a more accurate view of

whether a company's current operations are optimal and effective. Other benchmarking exercises are

typically one-dimensional, with limited reach and impact. Such exercises are solely concerned with the

financial side of business operations. Benchmarking is usually done to increase the financial efficiency

(cost optimization) of a company's operations.

Jollibee, a Filipino fast food chain, has installed self-order kiosks in a number of locations. In 37

sites, a total of 97 self-order kiosks have been deployed. Customers can pay at the kiosk using credit or

debit cards, or at the counter with cash. Members of Jollibee's customer loyalty program, Happyplüs,

can use their points to pay for items by scanning their cards at the promo redemption scanner.

Customers are given numbers to claim orders at the counter after making a payment.
 COMPETITORS

McDonald’s Philippines goes high-tech, high-touch

Through cashless payment systems and self-ordering kiosks, digital technology has begun to

take over McDonald's shops in the Philippines.Multi-point ordering will be available at McDonald's

Philippines, allowing locations to accommodate more customers. In terms of their production team,

they will be ready to serve all of those requests. McKinley West in Taguig City; Madison Street,

Greenhills, San Juan City; Pioneer Reliance, Kapitolyo, and Robinsons Galleria in Pasig City are the five

NxtGen locations in Metro Manila. Self-ordering kiosks or huge touch displays are available in some

businesses, allowing customers to just tap on their orders and pay with their Visa or Mastercard.

McDonald's employees are on standby to assist customers who are unfamiliar with the new ordering

system. Split counters are also available in NxtGen stores, with one part dedicated to ordering and

payments and the other to releasing/claiming client orders. As the brand grows, these adjustments are

all part of McDonald's Philippines' strategic investment. Beyond simply growing their footprint, their

objective is to continue to improve the client experience through convenience advancements. This is

what McDonald's NxtGen is all about: developing alongside our consumers and flourishing in the

experience economy.

KFC promoting new technology for its employees

To improve training and the working environment, the chicken business is experimenting with

voice-activated technology, social media, and QR codes. Consumer-facing technology is receiving a lot of

attention in the restaurant industry right now, and with good reason. Consumers enjoy using their

phones and other devices, so it's only natural that they'd want to do so in restaurants. Employees, on

the other hand, enjoy using them. And, in the instance of KFC, employee-facing technology is proving to

be beneficial. Executives at the company feel that by assisting with training, they can enhance the
working atmosphere in their locations, which will boost customer service. The more well-trained and

efficient our staff are, the more consistent our hand-breaded chicken is all over the world. Labor is a key

issue for the restaurant sector, particularly quick-service restaurants like KFC, which must employ a large

number of people while profiting from relatively low-cost meals. Those young folks are becoming more

technologically aware. And, at a time when labor is in short supply, technology can play an important

role in recruitment. "When you're working with millennials, it's become a given."

PESTLE Analysis of Jollibee

Political Factors

Since the outbreak, several governments have taken careful steps to improve people's safety.

Government tax policy can have a significant impact on fast food companies like Jollibee. The

corporation must meet the criteria that arise from the formation of any political affiliations. Violence,

corruption, war, and social instability are some of the other political risks.

Economic Factors

The Philippines' economy has changed as a result of the economic crisis, with a drop in consumer

demand, revenue, and sales. Because of the country's high inflation rate, many families are unable to

buy Jollibee items and choose to dine at home. The cost of doing business rises as well, forcing the

corporation to boost its rates. Other factors that may have an impact on Jollibee's products and services

include changes in exchange rates and currency volatility.

Technological Factors

In particular, Jollibee Foods Corporation technology is one of the most crucial ways to stay competitive

in today's industry. Not only that, but it is a driving force behind globalization, including considerations
such as environmental and ecological concerns, as well as available services and products. An company

should be innovative and technologically compatible.

Legal Factors

The legal variables of the Jollibee Foods Corporation are rules and regulations that may have an impact

on an organization's commercial operations. It also contains information on upcoming and current

legislation that has the potential to affect the industry in areas such as competitiveness, employment,

safety, and health. An organization should evaluate the impact of national and international legislation

in the country where it intends to conduct business.

Environmental Factors

Environmental factors include any aspects that have a long-term impact or influence, and environmental

factors are most likely determined by the surrounding environment. Seasonal or climate change

awareness, as well as terrain variety, are among the contributors. Because it has an impact on an

organization's performance, an analysis of the environment, encompassing both internal and external

aspects, is critical. Fast food outlets are far from being environmentally friendly. The entire process of

fast food production generates a lot of carbon emissions. As a result, Jollibee, like many other food

chains, is compelled to participate in a variety of environmental and energy-saving measures, such as

tree replanting and reduced usage of paper, computers, and electrical appliances.

To summarize, PESTLE analysis is a useful planning tool that provides a viable and effective

method for assessing and scanning an organization's operating environment. The precision of the

acquired data, quick updates to accommodation modifications, and other techniques that reduce the

PESTLE constraint to some extent all contribute to the study' success.

 QUALITY MANAGEMENT SYSTEM

Quality Management Systems are demonstrated by ISO 9001/9002. ISO certification verifies that a

management system, manufacturing process, service, or documentation procedure meets all of the

standards and quality assurance requirements. Jollibee receives ISO 9002 certification for their frozen

patty line in 1998. The following information about Jollibee is included in the documentation of the

quality management system:

 A quality policy

MISSION STATEMENT

To serve great-tasting food, bringing the joy of eating to everyone.

VISION

To be one of the Top 5 Restaurant Companies in the World

 All our brands are trusted and well-loved, craved around the world:

o Renowned for consistently great tasting food.

o Recognized for high value for money.

o Endeared for warm and sincere distinct service to our customers.

o Admired for our beautiful stores in excellent location.

 We are acknowledged as one of the Best Companies to Work for, regarded for our efficient

systems and processes, highly engaged teams and people-focused culture.

 The quality manual

Jollibee's guiding policies that address each clause of the ISO 9001 Standard are as follows:

o Employee-Related Welfare and Benefits Policy

In addition to statutorily required benefits, employees are provided with healthcare benefits.

The Company requires its employees to undergo internal training and encourages external

training as and when related to an employee’s functions. Employees are provided with all

benefits required under the law.

o Whistle-blowing Policy

The Company endeavors to maintain the highest standards of business ethics, as well as full

compliance with all relevant laws, rules and regulations. As such, it ensures that a system is in

place which will enable all stakeholders to submit reports, complaints or any other information

regarding any fraudulent, illicit or unethical activity in an anonymous and confidential manner,

without fear of reprisal.

Aside from the guiding policies, here is an example of Jollibee's organizational chart:
https://www.jollibee.com.ph/companys-organizational-chart-group-corporate-structure/

 Quality Objectives

o To excel in providing great tasting food that meets local preferences better than anyone.

o To provide superior dining experience, through FSC (Food, Service, Cleanliness) excellence in

every encounter.

o To strive to become a model corporate citizen by being relevant to the communities we serve.

o To become one of the three largest and most profitable restaurant companies in the world by

2020
 Quality Procedures

Jollibee adheres to FSC standards, which state that food (F) served to the public must meet the

company's excellence standards or it will not be served at all; service (S) must be fast and courteous;

and cleanliness (C), from the kitchen to the utensils, must always be maintained. They keep their

production lines, such as frozen patty lines and hotdog lines, at the cold temperature required by their

products. It must maintain a temperature of around 19°C for the Frozen Patty lines to keep the patties

frozen. For the Hotdog lines, the temperature must stay around 16°C to keep the hotdogs solid. Apart

from that, the Jollibee Commissary System professionally trained their Technical Services Team, which

supports the maintenance of their quality management system that ensures the quality and safety of

commissary-produced food. Their store operations are also well supported by experts in Engineering,

Marketing, and Computer Management.

 Forms and Records

Aside from these picture proofs, some of Jollibee's adherence to high quality standards can be seen

in the numerous awards they have received over the years. Jollibee was hailed "best international

restaurant chain" by Thrillist, a food and lifestyle website based in the United States, in 2014. In The

Pasig commissary won the Laguna Lake Development Authority's Outstanding Industrial Plant in the

National Capital Region award in 1997. The Sagip Pasig Movement also gave them the award for

Most Improved Industry. Apart from these numerous awards, Jollibee has partnered with Cargill to

ensure that high-quality chicken products are delivered using Cargill's technology and quality

standards.
HOUSE OF QUALITY

This House of quality will serve as a tool to determine the VOC (Voice of the Customer) in

regards of their needs and wants that will help to boost the succession of the business. This

methodology will provide requirements from customers that will be used to detect what solution is

efficient to implement to improve and develop the business in a better way.

 The illustration shown above embellish the customer needs, its ratings and rating importance,

its competitors’ ratings, and the matrix correlations of each requirement. Customer requirement’s rate

from 1 to 5 are based on our previous evaluations and feedbacks of the customers in the restaurant. The

third row shows the percentage ratings of each requirement and being calculated through dividing each

rate to the total summation of ratings. Horizontally above rows show the technical requirements that

will meet the customer needs and wants. We used 3 different symbols to identify how strongly each of

the technical parameters affect the needs of the customers, and the results are determined below.

Through each computed percentage, employee and customer relations has the highest percentage of

11%, 10% for the service, 8% for the production area, 6% for the dining area, and 5% for the operating

system. Thus, the results are also a prove of Jollibee’s problems based on our previous studies and it was

indeed correlated to the requirements of customers’ needs and wants. This house of quality also

emphasizes the competitors’ ratings which are KFC and McDonalds. It shows that both restaurants also

depict the same problems as Jollibee. They are poor in services and personnel are troublesome.

QUALITY FUNCTION DEPLOYMENT

Upon searching the reviews of Jollibee Sta Cruz page online, most of the said problems focused

on its slow service and the personnel’s behavior towards the customers. Jollibee customers sometimes

experienced a slow service due to the overloaded orders and Jollibee is lack of equipment to cover it all

that is why it is indeed important to provide enough equipment especially in their kitchen and

production area to resolve the problem and somehow provide a better service. Another conflict from

customers is that the crews are unapproachable and unavailable when needed. Personnel are not that

trained enough to serve the customers; some of them are not smiling when serving the customers and

some are getting mad when a customer make some request or become too needy. This quality function
deployment will serve as an approach to determine what quality requirements Jollibee must implement

and done to meet the customers’ needs and wants.

MEETING CUSTOMER REQUIREMENTS

 Fast service
QUALITY  Clean Area
 Accommodating personnel
 Availability of personnel
 Modernize Equipment
 Fresh and hot products
 Additional kitchen equipment
 Additional production staff

WHAT MUST BE DONE

 Jollibee must provide good supplies of equipment and

machines to serve the overload orders of the customers.
 Jollibee personnel must be trained well in providing good
customer service.
FUNCTION  Jollibee personnel must know how to communicate with
their customers.
 Jollibee personnel should smile often.
 Personnel must always be available when needed.
 Jollibee must serve their products fresh and hot.
 The cleanliness of the area must be maintained.

WHO WILL DO IT?

DEPLOYMENT
Jollibee personnel and their manager.
PROOFS

MCDO

KFC
JOLLIBEE

REFERENCES:

Jollibee benchmarks its IT organization | Philstar.com

McDonald’s Philippines goes high-tech, high-touch | Inquirer Business

KFC pushing new technology for its workers (restaurantbusinessonline.com)