BM1710

GROUP WORK ON TQM

1. Rate the two (2) fast food chains using the Service Quality dimension. Refer to Page 1 of your handout.

Mang Inasal

Service Quality 1 2 3 4 5

Convenience ✓

Reliability ✓

Responsiveness ✓

Time ✓

Assurance ✓

Courtesy ✓

Tangibles ✓

Consistency ✓

Expectations ✓

Chowking

Service Quality 1 2 3 4 5

Convenience ✓

Reliability ✓

Responsiveness ✓

Time ✓

Assurance ✓

Courtesy ✓

Tangibles ✓

Consistency ✓

Expectations ✓
2. In the two (2) fast food chains assigned to your group, observe their processes.
• Continuous Improvement: PDCA Cycle
o In the Plan phase of the cycle, list the problems about their processes that result to
inconveniences to their customers.
Plan Do Check Act
Mang Inasal • Limited staff in • Recruit more • Monitor the • Train the staff
handling staffs or provide customer where they are
customer. better programs handling skills lacking in
• Limited space in handling • Monitor the customer
customers space handling.
• Expand the facility management
Chowking • Slow • Provide training • Observe • Consult
production programs for employee’s professionals
more efficient performance that are expert
employee in productivity
management

• Benchmarking: Observe in the second fast food chain restaurant assigned to your group. What
standards does the second fast food chain have that you can recommend to the first fast food
chain?
Mang inasal is known as a barbeque fast-food chain, they can add more variety of food
other than what they are known as. For example, Chowking fried rice with meats like pork together
with vegetables like spring onions, green peas, and corn. Also, we can add soup like crab & corn
soup, creamy mushroom soup, and chicken soup.

3. Do any of the fast food chains implement Just-In-Time Approach? What are the benefits of
implementing JIT?

Just-In-Time Approach
Fast Food Chain
Yes No
There's a promised time
Mang Inasal
for food preparation.
Chowking Meals are only
assembled and cooked
once someone order
them.

The benefits of implementing JIT are the following:

• avoiding overproduction

• minimizing wait times and transportation costs

• reducing waste by optimizing your manufacturing methods

• reducing the amount of capital you have invested in the stock

• eliminating the need for inventory operations

• reducing product defects

4. What can fast food chains do to encourage empowerment among their employees? Given that majority
of them are contractual workers and are living in minimum rates.

Mang Inasal and Chowking have employee benefits like team outings, free transport, soft skill
training, health insurance, and job training. Since both of them are under Jollibee Food Corporation,
they have the same way on how to encourage empowerment among their employees.
 5. Can Six Sigma be implemented in fast food chain restaurants? Why or why not?
Yes, Six Sigma can be implemented because they are both under the cycle of continuous
improvement in providing better service to customer and customer satisfaction.

GROUP 6 BSBA2.2a
MEMBERS:

Baltazar, Carl
Diarota, Dave
Lontok, Ayze
Perez, Annabelle
Rosanes, Rocelyn