I.

Background of the Case

Employee A

The faltering customer service is due largely to slow flipping of burgers or sluggish cooking of burgers.
Customers are so irritated by the long lines and long periods of waiting time before burgers are served.

VP of Operations

It is not worth it. Everything will just go down the drain. It will not deliver what it is supposed to deliver,
adding to the fact it is costly.

Stockholder A

Hamburger Plus hasn’t introduced another hit product in the likes of burger patty strips in 1985. Its
signature burger, the ever famous Jumbo Hamburger is already 35 years old.

Majority of Stockholders

They believe that Creative is not the answer for sluggish customer service provided by the service crew.

II. Main Problem

III. Discussion

IV Alternative Course of Action

Course of Action

V. Recommendation

Plan of Action

A Written Case Analysis of

Hamburger Plus

Specific Problem

Course of Action

Sluggish customer service

Company can now attend to the demand of its customers. With all of these, Hamburger Plus can salvage
its image as the ever known fastest and most consistent service in the industry.

As the consultants of the Hamburger Plus company, we opt to recommend to undertake the alternative
course of action which is to develop new procedures of servicing customers rather than investing in
Creative project.
I. Background of the Case

Requires training cost

Closing down of 300 outlets which will likely result to further loss of income

ADVANTAGES

Slow flipping of burgers

Develop new procedures of servicing customers

Furthermore, with the development of new procedures we can expect a remarkable change in the
customary way of servicing customer. It will resolve issues such as long waiting queue and slow cooking
of burgers.

Many fast food chains are being introduced in the industry

Possible hiring and firing of employees

To bring back its sales and to arrive in a decision which would bring back the company to what is known
for: fastest, most consistent service in the industry.

Hamburger Plus is known worldwide

2. Inefficient employees would subject to either termination or training.

Customers long for new products

Additional learning and harnessing employees skills

Hamburger Plus has a strong brand name

Indirect solution to faltering service quality

ADVANTAGES

II. Main Problem

DISADVANTAGES

It will improved the accustomed way of servicing customers

DISADVANTAGES

3. Develop and invest on new ways on how to improve service quality. This would apply company’s total
quality management. They may use quality tools such as PDCA in implementing such way to
continuously improve.s
The company has not introduced another hit product for over so many years since their ever famous
“Jumbo Hamburger” which is already 35 years old.

Develop new procedures of servicing customers

General Problem

Risk of shareholder’s withdrawal

Despite the objections, the CEO is very optimistic to invest in Creative. He believes that it would give the
executives the opportunity to monitor operations and see to it that the product is consistent and the
service lives up to customer expectations.

It is known for its signature burgers

Requires minimal cost

Creative is an expensive project. It requires higher cost.

Nota bene: After gaining back its sales and good service quality, Hamburger Plus can now launch new
products which can further improve their sales.

Despite of its promising outcomes, there are members in the management team who are not in favor of
Creative:

I. Background of the Case

Reduction or termination of employees

4. Evaluate the new system or service performance. This may apply the use of survey questionnaires
provided to customers in order to know their feedbacks and suggestions.

Requires research and Development cost

Upon weighing its benefits and cost it gives more advantage and requires a lesser cost. Hence, it is more
efficient in addressing the company’s problem regarding the reduction of customers due to service
dissatisfaction.

To undertake or do not undertake Creative Project.

A direct and efficient solution in solving the faltering service of Hamburger Plus

Due to a rapid decline in sales and bulk of customer complaints from branch to another, the Hamburger
Plus, along with its global operations, is planning to make its operations digitally mastered through a
system called Creative.

Creative is an ambitious multimillion dollar project which would allow Hamburger Plus management to
monitor and actively see how many of its products are being consumed at any of its stores at any time.
Furthermore, management can see if a customer in a particular outlet is being served at the desired
number of minutes. However, creative’s cost would mean a 200% reduction in stockholders’ shares plus
closing down at least 300 of its outlets within the next 5 years.

It would allow Hamburger Plus management to monitor and actively see how many burgers, fries,
chicken and other products are being consumed at any of its stores at any time of the day.

IV Alternative Course of Action

1. Evaluate employees performance

Management can monitor if a customer in a particular outlet is being served at the desired number of
minutes.