“How Employees’ Working Performance

Affects the Store Operations”

 FOCUS OF THE PRESENTATION
• Company Backgrounder
• Identified Key Issues of the Case
• Solution to the Key Issues
• Recommendations
• Conclusion
Jollibee is the largest fast food chain in the Philippines,
operating a nationwide network of over 750 stores. A
dominant market leader in the Philippines, Jollibee enjoys
the lion’s share of the local market that is more than all
the other multinational brands combined.
Jollibee was founded by Tony Tan on 1975 and his
family with its humble beginnings as an Ice Cream
Parlor which later grew into an emerging global
brand.
At the heart of its success is a family-oriented approach to
personnel management, making Jollibee one of the most
admired employers in the region.
The brand’s values also reflect on Jollibee’s advertising
and marketing. As their mission goes “ We bring great
taste and happiness to everyone.”
Customer satisfaction has always been key to Jollibee’s
success. Jollibee’s growth is due to its delicious menu
line-up .
 Menu Line-Up
Jolli Spicy Yumburger
Spaghetti Chickenjoy

Chicken Palabo Sandwiche

Strips k s
Jollibee is expected to be at the forefront of best-tasting
quick service restaurants that adheres to FSC (Food,
Service, Cleanliness) Standards of excellence which must
be exemplified by all branches at all locations.
Since Jollibee adheres to FSC Standards of excellence,
Jollibee – Cagayan de Oro Branch is no exemption to
abide in the company’s standards to meet the demands of
its loyal customers and maintain its positive stature in
the market.
Jollibee – CDO Branch seeks to satisfy their customers not only
with the products they offer but also through their services.
Unfortunately, some of its employees tend to have inappropriate
behaviors in their communication style towards the customers
which may tarnish the reputation of the store and the brand it
carries.
Jollibee – CDO is expected to strictly follow the company’s
standards in their operations. However, some of its crew members
performed their jobs in a slow manner and respond to the demands
unhurriedly on their specific responsibilities which negatively
affects the standards being set and could ultimately distraught the
store’s productivity.
Jollibee-CDO promotes a holistic working environment. Yet, newly-
hired employees have been observed to have an isolation-type of
behavior that seemed to avoid their co-workers in some instances.
As a result, miscommunication arises which also affect each other’s
functions and the daily operations of the store.
The approach of the Jollibee is to espouse TQM
Excellence Model. The results are caused by the enablers
and the enablers can be improved on the basis of the
results.
TQM Excellence Model depicts the five areas which deals
with what the organization is doing and how it is acting.
This includes leadership, employee orientation, policy and
strategy, partnerships and resources, processes. The
other four areas are the result areas that deals with what
the organization achieves which includes employee
satisfaction, customer satisfaction, society acceptance,
key performance results.
Customer Focus Location

Vision Good Partners

Spirit of Family
Good Quality Culture
and Fun

8 Success
Marketing

Secrets
As per scrutiny of the gist of the case or its issues and
concerns, the proponents strongly recommend the
adoption of the four approaches, to wit:
• The conduct of Training Needs Analysis including
organizational analysis, task analysis, and
person analysis while considering factors such
as: employees readiness to training, learning
environment, and transfer of learning;
• Participatory Planning of the training;
• Implementation of the training from the practical
administrative arrangements to its carrying-out
phase:
• Training evaluation.
Though Jollibee is already a dominant market leader in the
Philippines, there were always be some components of the
organization that need to be given ample attention.
One of the notable components is the pool of employees
who are considered to be the heart of every
organization and a walking representation of the
company where they work for.
Inappropriate behavior towards customers, actions and
response towards work is slow and unhurried and, isolation-
type behavior among new employees, were just some of the
typical attitude and behavior of the employees that could
ultimately affect not only their services to the customers but to
the image of the organization, which is true to the case of
Jollibee – Cagayan de Oro.
Therefore, the organization must look for a definite
solution to improve such employees’ attitude and
behaviors and finally put an end to such shortcomings in
the branch, like the utilization of TQM Excellence Model
and the conduct of Training commencing through a
participatory analysis and designing, with evaluation.
With these, an organization may expect each employee to
be at their best all the time as they abide by to the
company standards set by the management so as to
uphold the positive image of the organization, like Jollibee
topping the race in the fast food industry.
Thank you!