Pre-finals / Finals Exam

1. Research and identify one (1) problematic tourism and hospitality enterprise (attraction, travel agency,
airline, restaurant, etc.). Provide the following details: Restaurant

Jollibee

 Overview of the company

Jollibee Food Corporation encountered a problem regarding their service quality, according to
our research some branches has slower service, bad customer traffic, and sometimes tangy foods. Some
of their employees did not entertain their customers well because their crews are exhausted. This can
divert other customers to their competitors.

Most suggested improvement is about service aspect of the fast-food chain, some crews are
not accommodating enough when the customers are having issues.

•The serving time of the orders is not always on time some customers are getting mad because of this.

•Furthermore, Jollibee Chicken Joy’s quality isn’t the same anymore, sometimes it is not that juicy or the
size is not satisfying.

• Slow Service

• Accommodation of Staff

Chicken Shortage Issues Jollibee Food Corporation had a problem regarding their chicken, the
taste is still the same, the quality is still the same, therefore there is a lot of consumer demanded their
CHICKENJOY product, unfortunately they had shortage in their popular product CHICKENJOY.

• Shortage in Chicken Joy

• Closure of Stores

 Analysis of the strengths, weakness, issues/challenges, and opportunities (SWOT) currently

faced by the company (based on your research, observation, or you may want to interview
somebody working in the company)

➢ Strength
 Jollibee has grown exponentially on all aspects on operation.
 Superior menu line-up.
 Creative marketing programs.
 Efficient manufacturing and logistics facilities.
 It is a stronghold of heritage and monument of Filipino victory.
 Customer Loyalty Customers are still choosing Jollibee. They focus on specific target
markets which are the kids or the whole family.
 Cost Advantage Their costs are lower that it lead to higher profits and it can undercut rivals
on prices.

➢ Weaknesses
 The first name that comes to the mind of the people when someone asks about fast-
food restaurant.
 The existence of other competitors.
 Lack of supply
 Sometimes, their chicken runs out because of the delay of delivery of their suppliers.
 Services of Employees
 Sanitation
 Lack of maintenance on their facilities like comfort room, utensils that are not properly washed.

➢ Opportunities
 Became the first food service company to be listed in the Philippine Stock Exchange.
  Employees received extensive training so that they could learn the corporate values of
integrity and humility.
 Online Market Jollibee can market to a much wider audience for relatively little expense.
 International Expansion There are many Filipinos that are the main customers of Jollibee
so, expanding their outlets is an opportunity in reaching out their Filipino customers.

➢ Threats
 The rivalry between Jollibee and McDonald.
 Jollibee Foods Corporation is a family-owned chain with about P6.1 billion annual sales. It
has however captured about 52% of the Philippines market ( compared with 16% of
McDonald).
 Jollibee was reported to have been using earthworms in its beef patties for many years to get
 customers ‘addicted’ to certain so-called chemical elements in earthworms.
 Intense Competition They have many competitors that it may lead to a lower profits.

➢ Recommend ways on how to improve the growth opportunities of the enterprise through
the four actions framework. Provide details on the following:

Jollibee should always consider applicants who have successful track record in the business,
who have good standing in the community, and who have excellent people-handling skills. They should
also consider those who are willing to spend time managing the restaurant

Committed to provide total customer value and satisfaction. Therefore, Jollibee should grant the
franchise to Mr. Alberto Z. Artiaga. This is because he has a better business background than Mrs.
Carmencita Ng. Based on his resume, he has a successful track record in the business since he owns and
manages a gas station for five years. Moreover, his reason of applying, which is he can always notice that
the customers of the gas station are always asking for a restaurant nearby,

Proves that he is willing and committed to provide customer value and satisfaction. With this,
both parties, Mr. Artiaga and Jollibee, will be having a win-win situation. Mr. Artiaga’s income on the gas
station will increase because Jollibee can help attract more customers. We can also say that Jollibee can
be assured with Mr. Artiaga’s management because of his business experience.

 Eliminate and Reduce

For me nothing will eliminate and reduce processes/practices. There is a way to fix everything that
happened, there is a solution to prevent this issue. It gives a better understanding to the staff of the
jollibee.

 Raise
 Jollibee’s growth is due to its delicious menu line-up – like its superior-tasting Chickenjoy, mouth- watering
Yumburger and Champ hamburger, and deliciously satisfying Jollibee Spaghetti -ably complemented with creative
marketing programs, and efficient manufacturing and logistics facilities. It is made possible by well-trained teams that work
in a culture of integrity and humility, fun and family-like. Every Jollibee outlet welcomes customers with a clean and warm
in-store environment and friendly and efficient service.

And it is this tried and tested formula of delivering great-tasting food, adherence to world class operating
standards and the universal appeal of the family values the brand represents that are driving the expansion of Jollibee
both locally and in the overseas market.

 Create

Jollibee dedicated its continuous success to the Filipinos who have been there from the very start.

Jollibee is so well-loved everytime a new store opens, especially overseas, Filipinos always form long lines to the
store. It is more than home for them. It is a stronghold of heritage and monument of Filipino pride. Aside from
promoting a family oriented work environment, the brand’s values also reflect on their advertising and marketing.
Jollibee knows their target audience very well: the traditional family and all communication materials focus on the
importance of family values, making Jollibee the number one family fast food chain in the Philippines and a growing
international QSR player.

GROUP-EVALUATION
 LEADER AND ASST LEADER’S NAMES: Niño Marco R. De Vega & Helery C. Padis Date: January 12, 2022

1. List all the tasks that the group has accomplished.

Lahat naman po nakumpleto naming

2. Discuss briefly the process of disseminating these tasks to your groupmates.

Nag-google meet po kami pinaliwanag po namin ni helery padis ng maayos.

3. List down the names of your groupmates and their assigned tasks.
Padis, Helery C. (BSHM) Bustos, Dhana M. (BSTM) Mahilom, Kim james S. (BSHM) Trongcoso, John Gilbert C. (BSHM)
Raquin, Yna Mhae A. (BSHM) Macapagal, Shaine P. (BSHM) Adao, Geralyn B. (BSHM) Morales, Lyka Mae (BSHM)
Dimalibot, Fernando (BSHM) wala po akong inassigned na task kasi po sa lahat ng part ng project namin ay nag tulong-tulong
po kami.

4. How long did it take for them to accomplish the tasks given?
Ayun nga po wala akong binigay na task kasi we worked as a group, and 4 days po naming natapos.

5. Rate your Group member’s contribution/s to the task from a score of 1–10 (10 being the highest). Justify your
rating by stating the significance of their contribution/s.
I rate my group member a score of 10 kasi lahat naman po sila tumulong lagi ko pong inuulit we worked as a group.
And nakikipag-cooperate sila ng maayos they deserve a score of 10.

Helery C. Padis
ASST. LEADER

Niño Marco R. De Vega

LEADER