Kaizens Studyy

Republic of the Philippines
City of Taguig
Gen. Santos Avenue, Central Bicutan, Taguig City
Taguig City University

Jollibee Food Corporation
A Kaizen Improved Plan Paper Presented to

The Faculty of the College of Business Management
Major in Human Resource Development Management
In Partial Fulfillment of the

Final Requirements for the Course
Training And Development and Total Quality Management
Presented By:
Date:
City of Taguig

I. Introduction
Fast food chains have become an integral part of the Philippine food industry,
providing convenient and affordable dining options for Filipinos. With their rapidly
expanding operations, these chains have had to develop efficient and effective
operations management strategies to ensure consistent quality and service across
all their outlets. Operations management in fast food chains involves streamlining the
processes involved in preparing and serving food, managing inventory and supplies,
and ensuring customer satisfaction. These chains rely on technology, such as point-
of-sale systems and kitchen automation, to improve operational efficiency and
reduce errors. Training and development programs are crucial in maintaining
consistent quality and service standards. Fast food chains in the Philippines invest in
extensive training for their employees, from front-line staff to management, to ensure
they are equipped with the skills and knowledge needed to perform their duties
effectively. This includes training in customer service, food preparation, and safety
protocols. The success of fast-food chains in the Philippines is due in large part to
their emphasis on efficient operations management and comprehensive training and
development programs.
Jollibee Foods Corporation (JFC) is a multinational company in the Philippines

specializing in fast food. Established in 1975 by Tony Tan Caktiong, JFC's primary
brand is Jollibee, which has become the largest fast-food chain in the Philippines.
JFC has since expanded internationally and operates in more than 30 countries, with
other popular brands such as Chowking, Greenwich, Red Ribbon, and Smashburger.
JFC is renowned for its ability to create menu options that cater to local tastes and its
dedication to delivering high-quality food and exceptional customer service. With a
market capitalization of over $8 billion as of September 2021, JFC is currently the
largest Asian restaurant company.
Despite their success in the industry, they are still struggling in terms of customer
satisfaction. This is a crucial issue that needs to be addressed as customer
satisfaction is a significant factor that affects a company's growth and profitability.
One of the reasons why Jollibee is struggling with customer satisfaction is the
inconsistency in the quality of their food and service. While some customers may
have had an excellent experience, others may have had a bad one, which can be
attributed to a lack of consistency in food preparation and service delivery. For
example, some customers may complain about cold food, long waiting times, or
incorrect orders, leading to dissatisfaction.
City of Taguig

In order for Jollibee to improve its customer satisfaction, it is important for the
company to address the issues mentioned above by focusing on consistency,
variety, innovation, and customer feedback. By doing so, Jollibee can create a better
experience for its customers and build stronger relationships with them, leading to
increased loyalty and profitability. With a renewed focus on customer satisfaction,
Jollibee can continue to lead the fast-food industry and meet the needs and
expectations of its customers for years to come.
II. Statement of Purpose
To enhance productivity and enhance the quality of customer experience.
To improve the competency and expertise of the staff in handling clients

within the organization, with the goal of attaining elevated levels of customer
contentment.
To evaluate the overall customer experience, including factors such as

ambiance, cleanliness, order accuracy, and staff interactions, and identify
opportunities to enhance the customer experience.
III. Improvement Scope

City of Taguig

The fishbone diagram is an effective visual tool that can be utilized to identify
the primary causes and their corresponding effects. It is commonly utilized in
quality improvement and product development to identify the underlying
causes of process errors or inefficiencies. Nonetheless, it can also be
employed to address various business issues and assist in identifying
potential solutions. For instance, in the case of Jollibee Food Corporation, it
has been determined that the main reason for their poor customer service is
their failure to meet the customers' expectations. This could mean that the
company is not providing the level of service that its customers expect,
resulting in dissatisfaction and negative feedback. By using the fishbone
diagram, the company can identify the root causes of this issue and develop
solutions to improve its customer service.

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Republic of the Philippines

Taguig City University

A Kaizen Improved Plan Paper Presented to

In Partial Fulfillment of the

Taguig City University

Jollibee Foods Corporation (JFC) is a multinational company in the Philippines

Taguig City University

II. Statement of Purpose

To enhance productivity and enhance the quality of customer experience.

To improve the competency and expertise of the staff in handling clients

To evaluate the overall customer experience, including factors such as

III. Improvement Scope

Taguig City University

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