UNIVERSITY OF RIZAL SYSTEM

REGION IV-A CALABARZON SCHOOLS

DIVISION OF RIZAL
Manila East Road, Binangonan Rizal

Time : 5:30 – 7:00pm

Day : Tuesday & Thursday
Course Code : CBEMEC1
Course Description : Operations Management (TQM)
No. of Units : 3 Units
Course : Marketing Management

ACTIVITY NO. 203 (DEADLINE: October 11, 2022)

I. MINI-CASE

Direction: Read this mini-case and write your reaction as to how employee involvement made
KFC a successful fast-food chain.

Caught Doing Things Right

(Adopted from: Quality and Performance Excellence, 2013, 6th edition by James R Evan
and used by Prof Angelita Ong Camilar-Serrano in her book Productivity and Quality
Management)

When the chicken strips at a KFC sold out that day, a customer had to wait while
employees cooked up a fresh batch. Gardner, working the lunch shift, apologize for the
delay and offered the man a free side item so he wouldn’t go hungry. She and her team
members “were just so attentive to me”, the customer recalls. It was no ordinary customer
experience and the man, it turned out, was no ordinary customer. As senior VO of public
affairs at Yum Brands Inc, (formerly Tricon Global Restaurants), a KFC’s parent company,
Jonathan Blum was in a position to recognize employees going the extra mile. Blum
hurried back to a nearby Yum headquarters, grabbed one of his signature awards- a seat
belt on a plaque, symbolizing the “roller coaster” nature of the restaurant business and
returned to the KFC to fete Gardner. “In front of all her peers, I said, “You didn’t know that
I work at Yum. I want you to know how proud I am of you”. Today, a photo of a beaming
Gardner hangs in Blum office.

In yum parlance, they call it “catching people doing things right’-taking time to
notice and publicly reward employees who exceed expectations. “People innately want
to be recognized for their hard work”, says Yum Chairman and CEO David Novak.

II. PROCESS FLOWCHART

Direction: Pick an activity you are familiar with in your daily life such as washing a car,
cutting grass, or taking a shower and develop a process flowchart for it.
 III. ESSAY

Direction: In 300 words, answer the question below.

Question: Describe a job you have had in the past or a job you are very familiar with
and indicate the negative aspects of the job and how it could be improved
with current human resource management techniques.

Rubrics in checking:

Content – 10 points
Organization – 5 points
Technique – 5 points
Impact – 10 points
30 points

Prepared by:

Mr. Jose John S.M. Vocal, MBA, LPT

Professorial Lecturer