Total Quality Management of Jollibee

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Angelika De Vera
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Transcript of Total Quality Management

Jollibee
Jollibee Foods Corporation or JFC
Tony Chan

Jollibee is red and yellow stripe bee that seems to be really jolly
One of the largest fast food chains here in Philippines together with its competitor Mcdonald’s,
Chowking KFC and etc.
Chapter 5: QUALITY MANAGEMENT DECISION
-to serve great food with affordable price that can caught Filipino’s taste
-to make our customers happy with our service
-achieve to understand the expectations of local customers and adapt its performance standards,
and so on accordingly
-hire best crew for Philippines’ branches that can provide superb service

Chapter 6: COmpetition
- Mcdonald’s
- KFC
- Max’s
- Kenny Roger’s

Competitive Advantages
International Strategies
- Closer to Filipino families
- unique Filipino taste
- homely environment
- In-store play activities
- most Filipino children goes to Jollibee
- ability to deliver consistently high levels of customer service
- food variety that targets Filipino palate

-most demanding fast food markets in the world

-operates in (insert branches here) all over the world
-overseas markets that are chosen are locations with high Filipino population
-high initial investment that will help generate the volume and deficiency required by the
overseas branch
-management team in the overseas market that shares the same zeal and ideals as those in the
Philippines head quarters
- Company’s entry to china through purchase of 85% of one of the local fast food chain to take
over of the ownership

Chapter 3: Vision And mission

Mission
“To serve great tasting food, bringing the joy of eating to everyone.”

Values
Our work is guided by the JFC corporate values, namely, excellence, honesty and integrity,
frugality, teamwork, humility to listen and learn, respect for the individual, spirit of family and
fun, and customer-focus. We partner with communities and find synergy with other institutions
to ensure that our programs are strategic and sustainable.

Chapter 1: introduction
Chapter 7: Company and structure
“Jollibee attributed its growth over the years to its efforts towards establishing a superior
manufacturing and logistics framework; to the extra attention paid to the menu; to its marketing
efforts; to Tony's strong leadership; and to its focused approach towards globalization.”- The
Recipe to Success
Products or Services Being Offered
- Serves a satisfactory quality food with fast serving but has affordable prices for Filipino
community
- to bring joy and smile to Filipinos with their service

Target Market and Customer Benefits

EXAMPLES
CHAPTER 11: Financial Strategies
/ Results, Pricing and Business
Risks

Total Quality Management

Presented by:
A fast food restaurant that promotes family oriented values.

We are the best tasting Quick Service Restaurant; the most endearing brand. We will lead in
product taste at all times. We will provide FSC excellence in every encounter; happiness in every
moment. By year 2020, with over 4,000 stores worldwide, Jollibee is truly a global brand.
Vision
Certification body
SGS (SOCIETE' GENERALE SURVEILLANCE)
CHAPTER 4: BUSINESS INITIATIVES
a. Current business
key quality objectives
-to serve great food with affordable price that can caught Filipino’s taste
-to make our customers happy with our service
-achieve to understand the expectations of local customers and adapt
its performance standards, and so on accordingly
-hire best crew for Philippines’ branches that can provide superb service

b. Future business
key quality objectives
-to be number 1 fast food chain in the Philippines
-by the year (insert year here) (number of branches)
will be established
-continue to expand to areas with high Filipino concentration and gain a foothold in such areas
first.

Potential Competitor

Jollibee Top Meal lines

1. -Chicken Joy
2. -Spaghetti
3. -burgers
4. -fries
5. -ice cream
6. -39ners meals

-Filipino community; Filipino families.

- but, they are really popular with Filipino children especially with the toy they offer in some
meals.

-JFC set market ladder in the fast food industry in Philippines

Financial Aims
- As of 2013 JFC net income increase by 24.5% with the amount of 4.6 billion peso
- System wide retail sales, a measure of all sales to consumers, both from company-owned and
franchised stores rose by 12.8% in 2013 reaching Php 104.1 billion.

Employee Satisfaction
- Employees also practice family oriented values
- Offers scholarship and training
- Held company events like Christmas party and sportsfest
- Jollibee crews were satisfied if they know their customer is happy and satisfied with their
service
b. Entry Modes

sOCIAL RESPONSIBILITY
Expansion
Strategic Alliance
- JFC also sponsors programs like children feeding program
- They have continuous campaign “Maligayang Pasko”

- 2,510 stores worldwide (pacorrect nalang kung ano ung recent)

- 750 stores nationwide
- Jollibee, Greenwich, Chowking, Red Ribbon, Mang Inasal, Burger King and three brands in
china China (Yonghe King, Hong Zhuang Yuan, and San Pin Wang
- Operates over 2,800 restaurant outlets in the Philippines, the United States, China, Brunei,
Vietnam, Hong Kong, Saudi Arabia, United Arab Emirates, Qatar, Oman, Kuwait, and
Singapore.

- Ventured out franchising Singapore (1985-1986).

- Taiwan and Indonesia
- 1987 partnership in Brunei with Shoemart
- Plan to ventures for Highlands Coffee (Vietnam, Philippines), Pho 24 (Vietnam, Indonesia,
Hong Kong, China, Cambodia and Philippines) and 12 Sabu (China).

chapter 8:
Chapter 9: PROBLEMS, ISSUES AND CONCERNS IN THE IMPLEMENTATION OF
QUALITY MANAGEMENT SYSTEM
• JFC problems and how will they handle it.
Issues
1. System migration

3. Schedule and size

2. Staffing and expertise

4. Testing

Implementation
1. Start small

2. Testing should be core and automated

3. Delivery must be continuous

4. Be transparent

chapter 12: Conclusion

Jollibee Corporation is one of the successful companies here in the Philippines. Throughout its
three decade history, Jollibee became a success enjoying rapid growth. The chain opened
successful milestone stores in the following years: Its 100th branch in Davao on 1991; its 200th
store in Malolos, Bulacan in 1996; its 300th store in Balagtas, Bulacan in 1998; its 400th store in
Intramuros, Manila in 2001; its 500th store in Basilan in 2004; its 600th store in Aparri in 2007;
its 700th store in Harrison Road, Baguio City in 2010; and its 800th branch in Malaybalay City,
Bukidnon on October 18, 2013.
Jollibee Food Corporation provides us good quality and affordable foods and it also provide
good service by the head of the company down to their employees. Based on my research that
Jollibee attain their success because the owner; Tony Tan has do his best to provide a good
quality of products from his customers. Before, Tony Tan experience the success that we said
there is also a failure in every success that we gain. But Tony never gives up, conquer his entire
problem and gain a successful company today.
Jollibee's first major challenge was Mcdonalds entering the company domestic market in 1981.
The McDonalds was a global giant strictly following the philosophy of standardization especially
with its hamburger line.

It could attract customers with superior tasting products for more affordable prices.
- They took the initiative to replicate and improve the McDonalds operating structure
- also an innovative chicken
- and it's very oriented and there is a wide variety to choose from
- they make their meals cheap.
- they also value the spirit of families eating together.

JFC’s success could be attributed to its differentiation strategy that created and sustained a
competitive advantage especially against its major competitor, the McDonalds.
In the future this could pose as a challenge for Jollibee if other fast food restaurant such as
Kentucky Fried Chicken, Chow king and many other fast food chains are starting to catch up in
the market.
Chapter 10: Present challenges
faced by the company in the implementation of quality
management
Chapter 8: measuring in the implementation of quality system
- growth due to its delicious menu line up
- marketing programs, efficient manufacturing and logistics facilities
- advertisement that captures customers awareness
-well trained personels and clean&warm in-store environment
CHAPTER 2: HISTORY

When was the company established?

Locations
Number of employees
As of 2013, the statistics showed that there are approximately 36,000 of employees worldwide
including our country.
Current revenue and profitability
Existing clientele
Founded, January 28, 1978 in Quezon City, Philippines
Locations in Brunei, Hong Kong, Indonesia, Kuwait, Malaysia, Qatar, Saudi Arabia, Singapore,
Philippines, Vietnam, the United States and Canada and soon to opening of Jollibee branches
worldwide in Australia, Japan, Macau, South Korea, United Arab Emirates, France, Germany,
Italy, Spain, and the United Kingdom. JFC is planning to expand Jollibee to other markets.
In conformity with the Philippine Stock Exchange, Jollibee Food Corporation said revenues went
up 13% to P80.26 billion from P71.06 billion year-on-years.
They target the young kids ages from 3 to 10 years old, 11 to 21 years old and the senior citizens
Financial
The company posted increasing sales from 15.6 Billion in 2000 to P26.2 billion 2004, 92.6% of
which came from food sales.
Pricing Strategy
Pricing strategy refers to method companies use to price their products or services. Almost all
companies, large or small, base the price of their products and services on production, labor and
advertising expenses and then add on a certain percentage so they can make a profit.
Business Risks
The Company and its subsidiaries, in global growth and expansion, require a comprehensive
approach to corporate risk management that promotes extensive strategic thinking and analysis,
while fundamentally integrating and maintaining highest ethical standards in the Company’s core
values and beliefs

ALFONSO, MELISSA B.
DE GUZMAN, JEROME ARNELLE C.
DE VERA, ANGELIKA B.
DEAN, AMEERA MARIEL CLAUDETTE A.
HABIL, MARI ANGELI T.
TOQUERO, JAMAICA ANN G.