Human Resource Management

JOLLIBEE Case of Cagayan de Oro Branch:

“How Employees’ Working Performance Affects the Store Operations”

Mark Joenel F. CastilloDanilo B. Pedrajas, Jr.

JOLLIBEE Case of Cagayan de Oro Branch:

FOCUS OF THE PRESENTATION• Company Backgrounder• Identified Key Issues of the Case• Solution to the Key Issues• Recommendations• Conclusion

Company Backgrounder

Jollibee is the largest fast food chain in the Philippines, operating a nationwide network of over 750 stores. A dominant market leader in the Philippines, Jollibee enjoys the lion’s share of the local market that is more than all the other multinational brands combined.

Jollibee was founded by Tony Tan on 1975 and his family with its humble beginnings as an Ice Cream Parlor which later grew into an emerging global brand.

At the heart of its success is a family-oriented approach to personnel management, making Jollibee one of the most admired employers in the region.

The brand’s values also reflect on Jollibee’s advertising and marketing. As their mission goes “ We bring great taste and happiness to everyone.”

Customer satisfaction has always been key to Jollibee’s success. Jollibee’s growth is due to its delicious menu line-up .

Menu Line-UpJolli Spaghetti Spicy Chickenjoy Yumburger

Chicken Strips Palabok Sandwiches

Jollibee is expected to be at the forefront of best-tasting quick service restaurants that adheres to FSC (Food, Service, Cleanliness) Standards of excellence which must be exemplified by all branches at all locations.

Key Issues of the Case

Since Jollibee adheres to FSC Standards of excellence, Jollibee – Cagayan de Oro Branch is no exemption to abide in the company’s standards to meet the demands of its loyal customers and maintain its positive stature in the market.

Jollibee – CDO Branch seeks to satisfy their customers not only with the products they offer but also through their services. Unfortunately, some of its employees tend to have inappropriate behaviors in their communication style towards the customers which may tarnish the reputation of the store and the brand it carries.

Jollibee – CDO is expected to strictly follow the company’s standards in their operations. However, some of its crew members performed their jobs in a slow manner and respond to the demands unhurriedly on their specific responsibilities which negatively affects the standards being set and could ultimately distraught the store’s productivity.

Jollibee-CDO promotes a holistic working environment. Yet, newly-hired employees have been observed to have an isolation-type of behavior that seemed to avoid their co-workers in some instances. As a result, miscommunication arises which also affect each other’s functions and the daily operations of the store.

Solution to the Key Issues

The approach of the Jollibee is to espouse TQM Excellence Model. The results are caused by the enablers and the enablers can be improved on the basis of the results.

TQM Excellence Model depicts the five areas which deals with what the organization is doing and how it is acting. This includes leadership, employee orientation, policy and strategy, partnerships and resources, processes. The other four areas are the result areas that deals with what the organization achieves which includes employee satisfaction, customer satisfaction, society acceptance, key performance results.

Excellence ModelTQM

8Success Secrets

Customer Focus

Vision

Spirit of Family and Fun

Good Quality

Location

Good Partners

Culture

Marketing

Recommendations

As per scrutiny of the gist of the case or its issues and concerns, the proponents strongly recommend the adoption of the four approaches, to wit:• The conduct of Training Needs Analysis including

organizational analysis, task analysis, and person analysis while considering factors such as: employees readiness to training, learning environment, and transfer of learning;

• Participatory Planning of the training;• Implementation of the training from the practical

administrative arrangements to its carrying-out phase:

• Training evaluation.

Conclusions

Though Jollibee is already a dominant market leader in the Philippines, there were always be some components of the organization that need to be given ample attention.

One of the notable components is the pool of employees who are considered to be the heart of every organization and a walking representation of the company where they work for.

Inappropriate behavior towards customers, actions and response towards work is slow and unhurried and, isolation-type behavior among new employees, were just some of the typical attitude and behavior of the employees that could ultimately affect not only their services to the customers but to the image of the organization, which is true to the case of Jollibee – Cagayan de Oro.

Therefore, the organization must look for a definite solution to improve such employees’ attitude and behaviors and finally put an end to such shortcomings in the branch, like the utilization of TQM Excellence Model and the conduct of Training commencing through a participatory analysis and designing, with evaluation.

With these, an organization may expect each employee to be at their best all the time as they abide by to the company standards set by the management so as to uphold the positive image of the organization, like Jollibee topping the race in the fast food industry.

Thank you for listening.