John Hubert A.

Ganggay
Ryan Kervin Alub

1. Rate the two (2) fast food chains using the Service Quality dimension. Refer to Page 1 of your
handout.
Service Quality of KFC

Convenience KFC is one of the most famous fastfood chain and has many branches.
Reliability KFC is well-known as a fashfoodchain that offers quality foods.
Responsiveness KFC has a number that you can dial and staffs will answer your call nicely.
Time The branch of KFC that I’m familiar with serves slower than other fast food
chains because of lack of employees.
Assurance Staffs always assure customers that they will enjoy every product on their
menu.
Courtesy Employees in KFC are approachable and always shows respect to their
customers.
Tangibles KFC has a good ambiance and appearance and the color of the
establishment are pleasant to the human eye.
Consistency The quality taste of the foods that is offered by KFC are consistent or even
improving.
Expectations KFC products, staffs, establishment reached the expectations I have when it
comes to fastfood chains.

Service Quality of Mang Inasal

Convenience Mang Inasal is a fastfood chain that focuses on serving Pilipino people the
real taste of their own country’s food.
Reliability Mang Inasal is known for offering quality Filipino food yo it’s customers.
Responsiveness Mang Inasal do deliveries and also dine in. You can go directly to their
branch or just call their number.
Time This fastfood chain delivers and serves hot food that came from the grill
faster than we could imagine.
Assurance The staffs assures the customers how tasty and worth it spending the
customers money on their products since it’s affordable and delicious at the
same time.
Courtesy Staffs in Mang Inasal doesn’t forget how to greet you and smile when a
customer comes in and also they’re very approachable.
Tangibles The appearance and color of the establishment of mang inasal is mostly
green that results for the establishment to look clean and good at the same
time.
Consistency The taste of the products they offer are really the taste the Filipinos are
looking for since the foods are most consistent traditional foods of the
Philippines.
Expectations The expectations of the Filipino people are exceeded by Mang Inassl since
the price are acceptable and also the food they offer are really delicious.
2. In the two (2) fast food chains assigned to your group, observe their processes.
• Continuous Improvement: PDCA Cycle
o In the Plan phase of the cycle, list the problems about their processes that result to
inconveniences to their customers.
The Problems of KFC
•lack of staff
•slow service
•a little bit pricy

The Problems of Mang Inasal

•The foods/products that they have are only Filipino foods.

• Benchmarking: Observe in the second fast food chain restaurant assigned to your group. What
standards does the second fast food chain have that you can recommend to the first fast food
chain?
I will recommend to KFC that they shall focus on what the Filipino likes. They should focus on serving
products that can target its Filipino customers in able to have more customers here in the Philippines. I
will also recommend to them how important the number of staffs since KFC here in Sta. Cruz. Has a
problem with the number of employees that causes slow service for their customers.
3. Do any of the fast food chains implement Just-In-Time Approach? What are the benefits of
implementing JIT?
The fast food chains that we chose didn’t use or implement the JIT Approach. One of the most popular
methods for inventory management is just-in-time (JIT) manufacturing. JIT refers to a system of
manufacturing that lets business owners produce products once a customer has requested and paid for it,
rather than having already assembled products on the shelves waiting for purchase. The benefits of using
the JIT Approach are the following:
-Improve Efficiencies
-Increase productivity
-Improve Quality
4. What can fast food chains do to encourage empowerment among their employees? Given that majority
of them are contractual workers and are living in minimum rates.
In able for a fast food chain to encourage it’s employees they should always motivate them and inspire
them. Instead of punishing them for their mistakes teach them calmly and help them when they need a
hand. A good owner or maybe manager should focus on what the employees thinks and also listen to the
opinions of their staffs. In empowering employees there should be a team work from all of the staffs in
one workplace.
5. Can Six Sigma be implemented in fast food chain restaurants? Why or why not?
I believe that six sigma can be implemented in fast food chain restaurants, because implementing the Six
Sigma at Mang - Inasal can bring about real and sustainable improvements. Six Sigma encompasses
methods of increasing efficiency while reducing errors and waste. With Six Sigma training, you can learn
methods to achieve the results you want, along with proven strategies to help you achieve success.