JOLLIBEE

AL KHUWAIR

KRA WRITE UP

SERVICE QUALITY
MANAGER
Page 1
 KEY RESULT AREA

ACHIEVEMENT SHIFT SALES TARGET

•100% Shift Sales Target achievement

• Package program at least 25% to TSLE

• 100% Product Availability on featured item being

push.

Page 2
 SERVICE QUALITY ASSURANCE
•Service Audit results must be at least 90% across all
audits (SM, AM, QM&2nd Party, COMCHECK,
Customer Survey, MS)
• Customer satisfaction index for service is at 4.6 and
above.
• Service crew are reinforced & supervised to smile &
greet and are reinforced and supervised to attend to
customer's needs immediately (seating, pending,
assist)
• Service crew are reinforced & supervised to do
suggestive selling and hit SBSM at 50%
• Service speed is achieved with accuracy ensured.
• Zero or declining trend on service customer
complaints.

Page 3
 SERVICE PROCESS

• Service process rating of at least 90%

• Service systems & SOPs are properly
implemented.
• Enhanced store customer relations.
• Customer relations building programs developed
with the management team, coordinated for
implementation up to the crew level.

Page 4
CUSTOMER SURVEY & FEEDBACK
MANAGEMENT

• All managers & crew are aware of importance and

rationale for regularly communicating with
customers.
• They regularly gather and attend to customer
feedback and concerns.
• Customer survey are reviewed regularly and CAP
implemented to address concerns identified.
• Feedback Management System is implemented
effectively.

Page 5
 PEOPLE WELFARE AND
DEVELOPEMENT

• Certification of all service crew are implemented at the

earliest time or within 1 month at the maximum.
• Crew motivation programs in-placed and effectively
implemented.
• PA done on a regular basis.
• Service crew are skilled & knowledgeable of standards.

Page 6
 CASH CONTROL

• Crew are knowledgeable of the cash control

guidelines.
• No cash loss
• Monthly cash audit done

Page 7
 ADMINISTRATION

• Memo on price update cascade if any

• On time posting of marketing materials
• All records are in-placed and kept intact
• All reports are submitted on-time
• Organization of MT office and proper filling of
documents
• Twice a week PCF replenishment and sending of
sales report
• Monthly checking and update if there's a need

Page 8
 CREW PROFILE

HEADCOUNT
JOLLIBEE AL KHUWAIR
POSITION

REQ ACT %

SERVICE CREW 9 9
PRODUCTION CREW 11 11

TOTAL 20 20

Page 9
 C U STOMER S U RVEY

Purpose on visit PERCENTAGE

Others 47.75%
Meet friends 20.40%
Break from work / school 19.18%
Family bonding 11.02
Business meeting 3.60%
Celebrate an occasion 2.40%

Page 10
C U STOMER S U RVEY

How often you visit PERCENTAGE

1-2 x a week 35.51%

3 - 6 x a week 29.79%

Once a month 23.67%

less than a month 11.02%

Page 11
C U S TOMER S U RVEY
Gender PERCENTAGE

Female 50.20%
Male 48.97%

Marker Profile
Working 94%
Not working 2.80%
Student 1.60%

Civil Status PERCENTAGE

Married 47%
Single 51%

Age
30 - 30 y / o 60.48%
40 - 49 y / o 17.90%
20 - 29 y / 0 17.53%

Page 12
C U S TOMER S U RVEY

COMPANION PERCENTAGE

None 32%

1 34%

2 19%

3 8.93%

4 & up 9.78%

Page 13
 C U S TOMER S U RVEY

FOOD EXPERIENCE

ACCORDING TO THE RESULT OF CUSTOMER SURVEY 93% OF

FOOD EXPERIENCE WERE FROM THE CHIICKENJOY , NEXT IS
OUR JOLLIBEE SPAGHETTI WITH 73.87% AND YUM BURGER
WITH 59.59%

VALUE OF MONEY

DURING CUSTOMER SURVEY IT SHOWS THAT 94% OF OUR

CUSTOMERS WERE VERY SATISFIED AT THE PRICES OF
FOODS THAT WE OFFER TO THEM.

Page 14
C U S TOMER SURVEY

SERVICE EXPERIENCE

ACCORDING TO THE RESULT OF CUSTOMER SURVEY IT

SHOWS 97% OF OUR CUSTOMERS WERE VERY SATISFIED ,
COUNTER AND DINING CREW WERE VERY ACCOMMODATING
APPROACHABLE, ACCURACY , FRIENDLINESS AND
POLITENESS WERE VERY EVIDENT

STORE EXPERIENCE
ACCORDING TO THE RESULT OF CUSTOMER SURVEY 99%
SHOW THEY OUR VERY SATISFIED ON THEIR DINING
EXPERIENCE . ALL THE STAFF OUR VERY
ACCOMMODATING CLEANLINESS IS VERY EVIDENT FROM
THE EXTERIOR , YOU WELL FELL THE GOOD AMBIENCE IN
THE DINING AREA.

Page 15
Y T D S A L ES P E R FORMANCE

YTD YTD
JB AL BUDGET ( VARIANCE VARIANCE
KHUWAIR ACTUAL 4MOS ) VS %
BUDGET
OMR
SALES 272,558.15 318,320 -45,761.85 -14.37%

ADS 1,478.76 1,730 -251.24 14.52%

ADTC 333 300 102 11%

AC 4.35 3.80 0.55 14.47%

Page 16
M T D TO P 5 P R O DUCTS
QTY
PRODUCT ADQ
SOLD

JOYRICE 2,274 73
CHICKENMEAL 2,092 67
SPAGHITTE 1,703 55
YUMBURGERS 1,630 53
CVJOY BUCKET 1,420 46

PRODUCT % TO SALES
CJOY BUCKET 20.52%
JOYRICE 15.31%
CHICKENMEAL 14.07%
SPAGHITTE 7.61%
BURGERSTEAK 6.82

Page 17
 F LAGSHIP P R O DUCT
P E R FOR MA NC E

ACTU ADQ SR ADS YTD YTD YTD

AL ADQ SR ADS

CHICKE 269 56.25 739.04 277 50.30 616.13

NJOY

YUMBU 90 9.05 129.93 96 9.14 128.27

RGER

JOLLY
SPAGHI 135 34.70 266 156 27.93 289.77
TTE

Page 18
 F S C P E R FOR M A NC E

FOOD 97%
SERVICE 92%
CLEANLINESS 97%
CONDITION 97%
PRODUCTION PROCESS 97%
SERVICE PROCESS 98%
FOOD SAFETY 94%
JEDS DELIVER Y 95%

Page 19
“EVERY GREAT
ACHIEVEMENT IS THE
VICTORY OF A FLAMING
HEART”

- RALPH WALDO EMERSON

Page 20