BSTM 3a Tim-Hortons

BULACAN STATE UNIVERSITY SARMIENTO CAMPUS
TIM HORTONS
In Partial Fulfilment of the Requirements for the
Subject Strategic Management and
Total Quality Management
Present by:
Chavez, Krizzel Ann P.
Caballeda, Jonel
Cabrera, Sheilah Merci Joy
Castillo, Marimar
Castulo, Angel
Dela Pena, Yuri
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Table of Contents
Contents
Section 1: Executive Summary .............................................................................................. 2
Section 2: Background ........................................................................................................... 4
Section 3: Existing Branch ..................................................................................................... 6
Section 4: The Challenge ..................................................................................................... 15
Section 5: Recommendation ................................................................................................ 19
Section 6: Conclusion .......................................................................................................... 25
Section 7: References .......................................................................................................... 27
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Section 1: Executive Summary
Tim Hortons is a Canadian fast food restaurant chain. It serves baked goods as well
as coffees, lattes, and other beverages. It was established on May 17, 1964. Many
Canadians enjoy the taste of Tim Hortons, which is due to the proper blend of each
beverage they serve.
As time passes, the modern world approaches, and a usual coffee shop is no longer
enough to entice a customer to remain and become a loyal customer. The coffee industry's
typical target market is Millennials and Generation Z. They are born with a mind that is
imaginative, effective, and advanced. They are often referred to as "techy," whereas
Millennials and Gen Z are referred to as "Digital-ites."
The twenty-first century began with their generation, and as an entrepreneur, you
must consider something that will appeal to your target audience. As a result, Tim Hortons
must also step up and innovate in order to be one of the Millennial and Gen Z choices.
Our proposals for Tim Hortons' innovation are as follows:
1. Tim Hortons’ Arcade – Gen Z’s are usually physically active that is why we
recommend Tim Hortons having an arcade inside of the coffee shop. It consists of
2
board games and other arcade games that may entertain all customers who loves to
play.
2. Tim Hortons’ Art Exhibit – Having coffee shop that is full of arts gives a different kind
of relaxation and it makes the whole ambiance cosy. We recommend Tim Hortons’
Art Exhibit to the people and to the customers who would like to showcase their talent
in arts.
3. Tim Hortons’ Workshop - Based on our research, Tim Hortons are lacking in good
interaction with the customers that is why in order to fulfil this insufficiency, we
recommend Tim Hortons workshop exclusively for those customers who loves to
bake and who like to learn how to bake especially our pastries and who would like to
learn making a coffee.
4. Tim Hortons’ Coffee Factory – a factory that’s open for all who are interested on how
does the coffee of Tim Hortons made and also for those who are interested how
many coffee does a certain coffee shop consumed.
5. Tim Hortons’ Music Studio – a studio that is open for all people who loves music and
who loves to make music.
These are the proposal or recommendation that we assumed that will help Tim Hortons
in the future.
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Section 2: Background
Many people are drinking more coffee these days because they feel it offers them
more energy and keeps them awake. Keeping awake means being productive; to put it
another way, it means completing a large number of tasks. Tim Horton’s originally opened
its doors in 1964, and Canadians have been purchasing their distinctive Original Blend
coffee, Double-Double TM coffees, Donuts, and Tim bits ever since. The business was
founded by Tim Horton, who played in the National Hockey League, from 1949 until his
death in an auto crash in 1974. The first Tim Horton restaurant was located in North Bay,
Ontario and sold hamburgers. The chain's first doughnut store opened on May 17, 1964, in
Hamilton, Ontario, under the name "Tim Horton Donuts". The name was later abbreviated to
"Tim Horton's" and then changed to "Tim Hortons" without the possessive apostrophe. Tim
Hortons has won the hearts and taste senses of Canadians throughout the years. Tim
Hortons is now Canada's largest restaurant brand, serving over 5 million cups of coffee per
day and attracting 80 percent of Canadians at least once a month. Tim Hortons is more than
a coffee and bakery; it is an integral part of Canada's fabric and a proud emblem of our
country's ideals.
4
Tim Hortons is dedicated to the environment. They're on a long-term mission to make
food and beverage packaging in Tim Hortons restaurants across Canada reusable,
recyclable, or compostable. They understand that our environmental impact extends beyond
the land where our Tims restaurants are located. In 2021, Tim Hortons will have changed
over 3 billion units of packaging to make them reusable, recyclable, or compostable, and will
have eliminated over 1 billion single-use plastics. Quality ingredients with no artificial colors,
flavors, or preservatives are used. 'Always Fresh' is more than a slogan at Tims; it's a way
of life. Every day, they serve visitors a high-quality, great-tasting food and beverages, from
their commitment to using simple ingredients to brewing 100 percent Premium Arabica
Coffee every 20 minutes. It is a quest to achieve sustainability. Tim Hortons' goal is to
improve coffee producing communities' methods and prosperity over time. Tims has been
working with smallholder coffee producing families in need of assistance since 2005. Their
collaboration takes a hands-on, collaborative, and long-term approach to helping farmers
get the information and skills they need to become active participants in the coffee value
chain, resulting in positive transformation in coffee-growing communities.
Tim Hortons began expansion in Asia in 2017 citing the increasing demand for coffee
and large populations. The first Southeast Asian branch was opened in the Philippines on
February 28, 2017, at Uptown Mall in Bonifacio Global City, Taguig. Miss Universe Canada
2016, Siera Bearchell, was present for the ribbon-cutting ceremony. TH Coffee Services
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Philippines Corp. with businessman Enrique Yap Jr. as the President and CEO is set to
open 8 more Canadian coffee chain Tim Horton outlets in Metro Manila. As of May 2022,
there are 39 branches operating in the Philippines. Tim Hortons got so successful in such a
short period of time because to its pleasant ambiance. Another factor that contributes to Tim
Hortons' popularity among Filipinos is its delicious bitter coffee. We all know how much
coffee with a hint of bitterness is loved by Filipinos. In 2020, the Philippines will consume
approximately 3.3 million 60 kg bags of coffee. This demonstrates an upward trend in coffee
consumption over time.
Section 3: Existing Branch
Tim Hortons’ Existing branch in Philippines
1.AYALA Space No C1 033 Remarks: Store

MALLS and L1 072 Circuit Opening Date: Hours 7AM - 8PM
CIRCUIT Makati, February 8, (Mon-Thu),
MAKATI Hippodromo, Sta. 2020 7AM - 9PM (Fri-Sun)
Ana Manila You can enjoy
Alfresco dining
available.
2.I-CARE 167 Dela Rosa Opening Date: July Remarks: Alfresco

corner Legazpi 21 2017 dining available and
Streets, Legazpi delivery are
Village, Makati City. available.
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3.PASEO 111 GF of Tower 1, 111 Opening Date : Remarks: A really

Paseo De Roxas St. March 25,2019 great place. Clean,
Legaspi Village, great food and air
Makati City conditioning.
People are
wonderful. Clean
bathroom. 100
times better than
any Tim Hortons in
Vancouver.
4. SAN LORENZO Ground Floor, San Remarks: This

PLACE Lorenzo Place Opening Date : May branch is one of the
Condominium, 17, 2018 most accessible
EDSA Corner especially for those
Chino Roces who live in this area's
Avenue, San condominiums.
Lorenzo, Makati
City
Ground Floor, The TEMPORARILY
5.THE LINK Link Glorietta CLOSED
Complex, Parkway
Drive, Makati City
6.L'ERMITAGE GF L'Ermitage Bldg Opening Date : Remarks: Makati City

#115 L.P. Leviste September 1, After visiting St.
St., cor Toledo St., 2019 George Greek
Salcedo Village Orthodox Chapel,
you may have a meal
at this cafe.
Eating nicely
cooked
sandwiches is a
pleasant
experience here.
Many visitors
7
come to enjoy
good doughnuts.
7.CENTRO Ground Floor, Opening Date: Remarks : One of

ESCOLAR Centro Escolar March 4, 2019 the nearest school
UNIVERSITY University, 9 branches and most
Mendiola St. San visited by the
Marcelino, City of students.
Manila
8.SM CITY SAN Sts, Felix Huertas Opening Date: Remarks:

LAZARO Rd Cor. Lacson Ext., August 17, 2018 Accessible and
Santa Cruz, Metro convenient location
Manila within San Lazaro
SM city. Quick
service and as
always great food
and
beverages.Double
thumbs up.
9.UN SQUARE MALL UN Mall, 1007 UN Opening Date: April Remarks: Great
Avenue Cor. 9, 2017 place to stay. The
San Marcelino, place is cozy and
Ermita, Manila quiet. Staffs are
friendly and
attentive. One of
the best coffee
shop to stay in the
area.
Located at the
corner of UN
Square Mall.
10.R SQUARE GF R Square Mall, Opening Date: Remarks: Not only

Taft Avenue corner November 13, should museum of
Pablo Ocampo 2019 Contemporary Art
Street, Malate, and Design be
Manila visited, but also Tim
Hortons. Good iced
coffee is among the
most popular drinks
at this cafe.
11.GREENHILLS Greenhills Opening Date: June Remarks: Tim

SHOPPING Shopping Center, 1, 2018 Hortons Connecticut
CENTER G/F, Ortigas Arcade
Avenue, San Juan
City
8
9
GF Estancia Mall,
12.ESTANCIA MALL Meralco Ave, Opening Date: Remarks: The
Ortigas Center, September 9, place is clean and
Pasig 2019 has a nice
ambience, good for
small meetings and
catch-ups. Food
and drinks are
great and cheaper
compared to other
nearby coffee
shops.
13.L&Y L and Y Plaza, C - 5 Opening Date: Remarks: Its Nice

Road Barangay September 1, coffee place and
Ugong Pasig City, 2019 great quality of
Metro Manila coffee and
doughnuts consistent
with other Tim
Hortons branches.
Comfy seats, good
lighting and very
accommodating staff.
1880 Building, G/F, Opening Date: Remarks:

14.EASTWOOD Orchard Rd. September Breakfast Go-To
Eastwood City 25,2017
Cyberpark,
Bagumbayan,
Quezon City
15.CALLE BISTRO Ever Commonwealth Opening Date: Remarks:Nostalgic

Parking Grounds, April 26,2019 Canadian Classic
Don Antonio Drive, vibe. The
Quezon City sandwiches and
drinks are awesome
with reasonably
prices and great
customer service
16.ETON CENTRIS GF Centris Opening Date:

Walk February Remarks: This
Expansion, 12,2019 branch has a lovely
EDSA, Quezon space. It’s clean,
City bright and well-
ventilated. They
also have a special
place near the
counter for senior
citizens, PWD and
10
pregnant women.
17.IL TERRAZZO 33 Sct. Madriñan, Opening Date: Remarks: Cozy

Diliman, Quezon August 29, 2020 place to hang out
City with friends.
18.NEW KIA Theatre, G/F, Opening Date: Remarks: The coffee

FRONTIER General Malvar December 16, is freshly brewed.
THEATRE Avenue, Araneta 2019 Served hot every
ARCADE Center, Cubao, time. As for the
Quezon City breakfast combos.
19.SM FAIRVIEW SM Fairview Unit Opening Date: June Remarks: The

AX3 125-127 16 coffee is excellent
Quirino Hway Corner ,2019. and the old-
Regalado Hwy, fashioned design
Quezon city consistency.
20.SM NORTH EDSA Opening: september Remarks:
ANE 104 SM City 7, I just recently visited
North Edsa.- The 2020 SM North EDSA to
Block North Avenue run some errands
corner Edsa, and saw that, finally,
Quezon City Tim Hortons is now
open!! I might have
missed the first day
of opening, but I
really anticipated for
their opening way
back. It took almost a
year, I guess, for
them to open their
branch in SM North
EDSA,
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21. BURGOS CIRCLE WS-2 Burgos Opening: in Remarks: Another

Circle West February 21,2019 branch of Canadian
Forbes Town brand, Tim Horton’s
BGC, Taguig has opened in
City Manila. In just a
couple of years,
they have opened
more than 30
locations all over
the
city. Now that’s a lot of
doughnut and coffee!
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22.MARKET! G/F, Market Market, Land Area: 2500

MARKET! McKinley Parkway to 3,500 square
Cor. 32nd St, feet.
Bonifacio Global
City, Taguig City
23.NET QUAD Net Quad Bldg., 4th Opening: dec, 30, Remark: Ground
Avenue, Bonifacio 2017 Level Net Quad,4th
Global City, Taguig Ave., Bonifacio
City Global City,Taguig,
Metro Manila,
Philippines
24.UPTOWN MALL Uptown Mall, 9th Opening: feb 28, 2017 Remarks:Tim
Avenue, Bonifacio Hortons uptown
Global City, Taguig mall is one of the
City popular place
Venice Grand Canal Opening : july7, 2017 Remarks: G/F Venice

25.VENICE Mall, McKinley Hill Grand Canal Mall,
GRAND CANAL Grand Villas Upper Upper McKinley Rd,
MALL McKinley Rd., McKinley Hill,
McKinley Hill, Taguig Bonifacio Global City,
City Taguig City,
Philippines
26.BF Area 101-103, Lot 12, Opening: jan, 15 ,2019 Remarks: 59

PRESIDENT'S Block 20 President's
AVENUE President’s Ave, Ave,
BF Homes, Parañaque,
Paranaque City 1719 Metro
Manila,
Philippines
27.BLUE BAY WALK M.Building, 1308 Opening: april 4, 2019 Remarks: Cluster
Diosdado M, Blue Bay Walk,
Macapagal Blvd. Macapagal Avenue
Cor. EDSA 167, Corner EDSA, Mall
Pasay City of Asia Complex
(MOA), Pasay City
28.THREE Unit 116-117 GF Opening: March 27, Remarks: to

ECOM Three ECom Centre 2019 commemorate
CENTER Bayshore Ave. Mall this occasion
of Asia Complex,
Pasay City
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Remarks: Tim
29.FESTIVAL MALL Upper Ground Opening: Oct 10,2018 Hortons Upper
Expansion Wing, Groud floor,
Festival expansion wing
Supermall,
Filinvest, Alabang
Remarks: Tim
30.VISTA MALL GF Vista Mall Sta. Opening: Jan 20 Hortons is a
STA. ROSA Rosa Tagaytay Road ,2019 Remarks: Tim Philippines
Don Jose Sta. Rosa, Hortons company, located in
Laguna Santa Rosa City,
Laguna, you can
browse Tim Hortons
phone, address,
contact person,
products and
services, website,
and etc for free. Tim
Hortons business
info all on
databasesets.com
31.GLORIETTA 4 Ground Floor, TEMPORARILY

Glorietta 4, Ayala CLOSED
Center, Makati City
32.SLC BUILDING SLC Building, 6797 TEMPORARILY

Ayala Avenue, CLOSED
Makati City
33.INSULAR LIFE Insular Life Building, TEMPORARILY

Ayala Avenue CLOSED
Corner Paseo de
Roxas Street,
Salcedo Village,
Makati City
34.M1 TOWER GF M1 Tower HV TEMPORARILY

(KIOSK) Dela Costa Street, CLOSED
TEMPORARILY Makati City
CLOSED
35.SILVER CITY
GF Silver City, TEMPORARILY
Frontera Verde, CLOSED
Pasig
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Store Hours:
36.NAIA TERMINAL 3 NAIA Terminal 3, TEMPORARILY NAIA Terminal 3,

Stall#44, 4th Level CLOSED Stall#44, 4th Level
(Beside Food Hall (Beside Food Hall
Entrance), Pasay Entrance), Pasay
City City
37.N.U TOWER Ground Floor NU TEMPORARILY

TEMPORARILY MOA, Coral Way, CLOSED
CLOSED Mall of Asia Complex,
Pasay
38.TOTAL Km. 55 North Luzon TEMPORARILY

NORTH Expy (Northbound, CLOSED
EXPRESS Apalit, 2015
WAY Pampanga
39.QUEZON AVENUE 1389, 11 Park Drive, Remarks:

1104 Quezon Ave punchline comedy
Bar
Section 4: The Challenge
Tim Hortons has been one of the well-known leading coffee shops especially in
Canada and it is one of the favorite coffee shops ever since. It even outnumbers
Starbucks by about a million to one, however, according to Leger, 2018—Tim Hortons
reputational brand ranking plummeted from 4th place among the leading coffee shops.
Another survey in 2018 from one of the School of Business in Vistoria the Peter V.
Guvston, found out that Tim Hortons had ranked to 203 rd spot on a brand trust basis,
from its former place as 27th in 2017 and even number one all-in-all as recently as
2015.
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These are the things that Tim Hortons is currently struggling with:
Mismanaging other franchises due to lack of constructive consultation on how to
properly manage the local business. Tim Hortons has also been reducing payments on
local community promotions/ sponsorships for the business key success factors and for
them to be known by the potential customers. Although, they said that Tim Hortons is
known for quality ingredients with no artificial colors, flavors, or preservatives are used
but in reality still, some of their products are lacking uniqueness and healthiness.
Tim Hortons has also needed to improve the relevance of the younger generations
especially the millennials. They are having a misunderstanding about their target groups
in a way that wouldn’t turn away their core audiences ever since and those are the baby
boomers and Gen- X. Numerous studies have also shown that Generation Z and
millennials are more likely to visit coffee shops, meanwhile the baby boomers or the
older generations prefer to make coffee on their homes. Tim Hortons has been lacking
with the engagement of their business in the younger generation or millennials which
will eventually a loss in their customer impact and promotion.
The company is aware that it has a lot of challenges and are currently on listening
tours. Due to the fast- paced of everything that is surrounding us especially in the
business industry that we are living in. Customer experience has been the great
influencer to reach customer satisfaction which is the most important goal of any
business establishments and Tim Hortons is no exception.
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Due to the customers’ expectation is growing, the company is making its’ way to
provide and reach customer satisfaction. There are lots of plans to improve the overall
experience of the customers.
Tim Hortons is planning to improve its’ brewing system and has added a new
brewer system to their 2,000 other stores for better options for milk for their coffee and
even by adding skim or almond milk, according to the current CEO Jose Cil.
Technology will also be one of the important parts of Tim Hortons’ plan especially
the digital menu boards wherein they are planning to invest for more than $100 million.
The company is also making major changes to their Tim’s Rewards loyalty program that
instead of visits-base program to points program and to register for more earning
rewards quickly. 45% of coffee shops that used mobile apps have a smart and
convenient way on how to improve the customer experience even on virtual.
Technology is becoming one of the great reasons why customer find it accessible even
to pay by the use of mobile, locate the nearest shop, even how to operate loyalty
program. Some of the big chains in coffee industry use their own app while smaller
coffee chains would rather choose existing applications than creating their
own. According to some coffee shop owners that their clients are happy and are well
engaged using the app where there are no reasons to make their own app because it is
more accessible and is a budget friendly app especially for the owners where they
wouldn’t have to spend lots of money creating a personalized app. Fortunately, there
are current apps that would work for us.
Customers will more likely to be engage in a business establishment especially in
coffee shops when they are experiencing something new. Personalized experiences for
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the customers such as workshop on how to make different coffee “We conducted a mini
workshop about coffee appreciation with the local roaster as our speaker. It was
attended by customers and friends who are coffee drinkers and non-coffee drinkers.”
According to Marian Gogil an owner of the small chains’ coffee shop here in the
Philippines
Giving exceptional customer service such as explaining how coffee drinks are made
especially on how to do it on their home. A business that has a kind of employee that is
generous enough and has willingness to serve his or her customer is one of the great
factors why customers would often go back to the coffee shops they are in because of
the exceptional treatment they had even if it is their first time visiting the shop.
Meanwhile, Tim Hortons has a lot of planning’s to make in order to create a kind of
ambiance where customers wouldn’t be surprised that they really did a lot of things to
improve especially in their employee policies and trainings. Other businesses
competitors of Tim Hortons had been investing on their employees ever since and it had
a huge impact on the overall performance of their employees and even made a better
place for their customers. Having a satisfied customer would firstly come from the
satisfaction of employees in able to achieve the overall growth of the business.
Customer experience has a lot of things to consider especially in a coffee shop.
Such as personalized experiences for the customers where the food and coffee quality,
service quality, and even ambience would match their satisfaction level. Food quality is
one of the key attributes to achieve success wherein it concerns about the customers’
dining experiences and even the coffee quality that should match the preference of the
customer especially on the taste and its presentation appearance. Service quality is
18
also one of the most important key factors of the customer satisfaction that would
influences their continuous visit. Lastly is the ambience wherein it will conclude if the
customer would prefer to go back due to the comfort of the atmosphere, cleanliness,
convenience and even a comfort that would be remembered all the time.
Other business competitors have been ahead of doing strategic management for
the overall performance of the business and Tim Hortons may currently facing a lot of
struggles in the business but know that there are lots to improve that would make the
company would go back to its’ former glory.
Section 5: Recommendation
Tim Hortons Arcades
Tim Hortons is a very beautiful and relaxing coffee shop. It has been establishing
for more than 58 years. in 2017 it opened its branch in Philippines. To make it more fun
in Tim Hortons we recommend to have an arcade in its coffee shop.
Advantages
 Good pampering time
 Relaxing not only alleviates or reduces the negative effects of stress, but it also
has pleasant side effects. Relaxation has long been known to have a variety of
19
beneficial impacts on the body, including decreased blood pressure, less muscle
tension and pain, and enhanced focus and mood.
 Improving critical Thinking - Gaming increased communication skills, ingenuity,
and adaptability, according to a University of Glasgow study, since games
improve critical thinking and reflective learning ability. These characteristics are
important for graduates and employers looking to hire someone fresh out of
university.
 Fun - When done effectively, arcade games are a lot of fun to play and can be
quite addictive. They can also be rather simple to make. However, creating
something that is both replay able and pleasant may need more preparation,
work, and fine tweaking than you might imagine.
 Helping the mind by reducing risk for mental diseases - It assists the customer in
dealing with stress and even despair. We adore the examples that show how
gaming can boost one's mood by releasing good endorphins. Some research
even suggests they may help with depression symptoms.
20
Tim Hortons Art Exhibit
An art exhibit is a display of gathered objects or art in a space for a temporary
event. However, one of Tim Hortons' weaknesses is a lack of good customer
interaction. There are numerous activities or ways to interact with customers, but an art
exhibit would be ideal.
Employees making coffee is also a form of art, and this art exhibition would be a
great opportunity to showcase all of the employees' skills and show them coffee arts.
Customers who are interested in art would appreciate this concept. An art exhibition is
essentially the best way to lay the groundwork for branding, self-awareness,
fundraising, networking, future development, public awareness, and breaking new
ground. An art exhibition can also help an artist learn something new. The artist can
create a new persona, curate a personality, and, finally, be motivated and inspired.
That is why I proposed creating a simple exhibit for Tim Hortons to generate
extra income, attract more customers, and provide a unique display because we
believed that doing so would help us to address Tim Hortons' weakness.
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Tim Hortons Coffee Factory
Tim Hortons can serve as an educational field trip destination wherein it is a
factory that can highlight their own way of processing and producing coffee and mixing
coffee beans. Tim Hortons factory is a free plant visit place, meaning to say it is open
for all ages especially for educational tours. We aim to give students and visitors
knowledge and experience on how to make coffee where they can use this opportunity
to make their own produce coffee. Tim Hortons intends to have a customer centric
approach in which they will offer a service of teaching visitors or coffee enthusiasts on
how to make their own coffee. Another thing to do in our factory is there will also be
various kinds of coffee beverages that are ready to be purchased by the customers. Tim
Hortons plans to invite customers to experience coffee from beans to their cups and this
will be another amazing way to invite people and let them appreciate how the process of
coffee industry works. Coffee lovers may also like to know more about this destination
site where they would express their love and passion for coffee. It is a way of letting
people know about the coffee innovation industry here in our country.
22
Tim Hortons Music Studio
Music can be found almost anywhere nowadays. Various music genres have
popped up everywhere in the last 5 years. A high percentage of music was consumed in
2017 compared to 2016. It is based on people who continue to stream music. More
music streaming implies more engagement and higher demand. The percentage of
music chart from 2016 to 2017 is shown in the graph below.
Since we have become more modern, we have become more diverse and open
to topics that have not been discussed in the past, and this has pulled a lot of people
into listening to music and making it because the younger generation knows that the
23
people around them are more understanding if they choose the path that makes them
happy.
Many artists today are Millennials and Gen Z. As time passes, the modern world
approaches, and a typical cafe is no longer enough to entice a customer to stay and
become a loyal customer. Having a coffee shop with a recording studio would be a good
idea for many people who enjoy listening to and making music. They are indeed
talented when it comes to art, which is why opening a Tim Hortons Music studio would
be a good idea because the majority of our target market is from their generation. It is
also a huge benefit because we will have more engagement because we can have a
live music session that a regular cafe customer will enjoy. We all know how much music
appeals to people, especially music with a soothing melody.
It's a good start toward breaking the stereotype of a typical cafe that should be
quiet. Coffee shops are for everyone, not just those who prefer quiet places. They are
also for those who prefer to be more lively and relaxed when listening to music, whether
it is mellow, pop, or rock.
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Tim Hortons Workshop
Tim Hortons workshop intends to conduct a workshop or training for future
entrepreneurs, food, and coffee enthusiasts or just simply customers that would like to
have a personalized experience on how to make their own DIY (Do It Yourself) coffee.
This workshop will also conduct training for baking school that customers would
definitely love, especially on how to make their own pastry through baking class. They
can make their own flavored doughnuts, cupcakes, and cookies while enjoying coffee in
Tim Hortons. They can also experience some new activities and have fun because
nowadays the current generation, especially Gen-Z loves to try new things and latest
trends. Employees of Tim Hortons will also undergo this kind of workshop before they
can be a part of the management team for them to be fully knowledgeable and
equipped through this training because they can also learn a lot about the company’s
policies and procedures.
Section 6: Conclusion
Coffee is the most important thing today in this earth. People often drink more
coffee because it eases the feeling of being burnt-out. Obviously, 21st century is
extremely drawn to coffee, the millennials and Gen Z loves drinking coffee but at the
same they also get tired of the same old fashion coffee shop. They tend to seek for fun
25
every time they go out because that’s a way of them in escaping in reality. Instead
giving them an ordinary product and services, we have made all these
recommendations for them also help to escape from the reality. In much the same way
as it is redefining external relationships with suppliers, customers and alliance partners,
the Internet is also changing the way companies work internally, collapsing boundaries
and redefining relationships among different functions, departments and divisions. In
just a few years, the Internet has profoundly affected the basis of competition in many
industries. Instead of the traditional focus on product features and costs, the Internet is
shifting the basis of competition to a more strategic level -changing the business models
that companies use to organize themselves, engage in relationships and conduct their
most basic transactions with customers and suppliers.
26
Section 7: References
Maze, J (2020). Struggling Tim Hortons vows to turn it around.
https://www.google.com/amp/s/restaurantbusinessonline.com/amp/financing/struggling-
tim-hortons-vows-turn-it-around
Thomas, D. (2018). The Tim Hortons brand is badly broken. Here's how to fix it.
https://www.macleans.ca/economy/business/the-tim-hortons-brand-is-badly-broken-
heres-how-to-fix-it/amp/
How to Meet The Needs of Today’s Coffee Shop Customer. (2020, June 22). Perfect
Daily Grind
https://perfectdailygrind.com/2020/06/how-to-meet-the-needs-of-todays-coffee-shop-
customer/
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BULACAN STATE UNIVERSITY SARMIENTO CAMPUS

In Partial Fulfilment of the Requirements for the

Subject Strategic Management and

Total Quality Management

Chavez, Krizzel Ann P.

Cabrera, Sheilah Merci Joy

Dela Pena, Yuri

Section 1: Executive Summary .............................................................................................. 2

Section 2: Background ........................................................................................................... 4

Section 3: Existing Branch ..................................................................................................... 6

Section 4: The Challenge ..................................................................................................... 15

Section 5: Recommendation ................................................................................................ 19

Section 6: Conclusion .......................................................................................................... 25

Section 7: References .......................................................................................................... 27

Section 1: Executive Summary

beverage they serve.

Millennials and Gen Z are referred to as "Digital-ites."

Our proposals for Tim Hortons' innovation are as follows:

learn making a coffee.

many coffee does a certain coffee shop consumed.

who loves to make music.

Tim Hortons is dedicated to the environment. They're on a long-term mission to make

Coffee every 20 minutes. It is a quest to achieve sustainability. Tim Hortons' goal is to

collaboration takes a hands-on, collaborative, and long-term approach to helping farmers

chain, resulting in positive transformation in coffee-growing communities.

consumption over time.

Section 3: Existing Branch

Tim Hortons’ Existing branch in Philippines

1.AYALA Space No C1 033 Remarks: Store

2.I-CARE 167 Dela Rosa Opening Date: July Remarks: Alfresco

3.PASEO 111 GF of Tower 1, 111 Opening Date : Remarks: A really

4. SAN LORENZO Ground Floor, San Remarks: This

6.L'ERMITAGE GF L'Ermitage Bldg Opening Date : Remarks: Makati City

7.CENTRO Ground Floor, Opening Date: Remarks : One of

8.SM CITY SAN Sts, Felix Huertas Opening Date: Remarks:

10.R SQUARE GF R Square Mall, Opening Date: Remarks: Not only

11.GREENHILLS Greenhills Opening Date: June Remarks: Tim

13.L&Y L and Y Plaza, C - 5 Opening Date: Remarks: Its Nice

1880 Building, G/F, Opening Date: Remarks:

15.CALLE BISTRO Ever Commonwealth Opening Date: Remarks:Nostalgic

16.ETON CENTRIS GF Centris Opening Date:

17.IL TERRAZZO 33 Sct. Madriñan, Opening Date: Remarks: Cozy

18.NEW KIA Theatre, G/F, Opening Date: Remarks: The coffee

19.SM FAIRVIEW SM Fairview Unit Opening Date: June Remarks: The

21. BURGOS CIRCLE WS-2 Burgos Opening: in Remarks: Another

22.MARKET! G/F, Market Market, Land Area: 2500

Venice Grand Canal Opening : july7, 2017 Remarks: G/F Venice

26.BF Area 101-103, Lot 12, Opening: jan, 15 ,2019 Remarks: 59

28.THREE Unit 116-117 GF Opening: March 27, Remarks: to

31.GLORIETTA 4 Ground Floor, TEMPORARILY

32.SLC BUILDING SLC Building, 6797 TEMPORARILY

33.INSULAR LIFE Insular Life Building, TEMPORARILY

34.M1 TOWER GF M1 Tower HV TEMPORARILY

36.NAIA TERMINAL 3 NAIA Terminal 3, TEMPORARILY NAIA Terminal 3,

37.N.U TOWER Ground Floor NU TEMPORARILY

38.TOTAL Km. 55 North Luzon TEMPORARILY

39.QUEZON AVENUE 1389, 11 Park Drive, Remarks:

Section 4: The Challenge

Starbucks by about a million to one, however, according to Leger, 2018—Tim Hortons

Mismanaging other franchises due to lack of constructive consultation on how to

will eventually a loss in their customer impact and promotion.

business establishments and Tim Hortons is no exception.