Jollibee Foods CorporationTotal Quality Management

Contents • Brief History of Jollibee Foods Corporation • Products and Services of Jollibee Foods

Corporation • Secrets of Success of JFC in Terms of Marketing,

Operations and HR• Jollibee Foods Corporation TQM Model• 8 success secrets from Jollibee• CSR Programs

Team Members • Fazal Haq 0079• Mumtaz Ahmad 0176• Nisar Ahmad 0073• Sayed Haseeb 0156• Behroz Shah 0134• Aqa Mohammad• Sakhi Mohammad

Brief HistoryJollibee Foods Corporation started by Toni Tan

Caktiong and his family as an ice-cream parlor in 1975

Now has1804 stores worldwide under its aegis with total sales exceeding $1 billion.

Other notable accomplishments include becoming part of the top 100 corporations in the Philippines in 1987

Becoming the first food service company to be listed in the Philippine Stock Exchange.

Brief History…

The prestigious award of “World Entrepreneur of the Year” was given to founder Tony Tan Caktiong in 2004 for the inspiring work he’s done.

Additionally, the Far Eastern Economic Review has judged Jollibee as “The Most Admired Company” in the Philippines over the last 6 years.

Jollibee is the largest fast food chain in the Philippines, operating a nationwide network of over 750 stores.

Products and Services • Offered Burgers Chicken Noodles Rice Meals

Sandwich and Sides Desserts Breakfast.• Jollibee is awake for 24 hours to serve its

customers. Open all day and all night. • offers fresh, complete and affordable meals,

anytime, anywhere through the 8-7000 Jollibee Express Delivery Service.

• Birth day party: throw a Jolly Kiddie Party! It’ll be fun. It’ll be enjoyable. It’ll be absolutely memorable.

JOLLIBEE• Customer satisfaction has always been key to Jollibee’s success.

Never losing sight of its goals, Jollibee has grown to be one of the most recognized and highly preferred brands in the Philippines. Now the market leader among fast food chains in the Philippines, claiming a market share that totals to more than half of the entire industry.

• Jollibee’s growth is due to its delicious menu line-up – like its superior-tasting Chickenjoy, mouth-watering Yumburger and Champ hamburger, and deliciously satisfying Jollibee Spaghetti -ably complemented with creative marketing programs, and efficient manufacturing and logistics facilities. It is made possible by well-trained teams that work in a culture of integrity and humility, fun and family-like. Every Jollibee outlet welcomes customers with a clean and warm in-store environment and friendly and efficient service.

Secrets of Success of JFC in Terms of Marketing, Operations and HR

The acronym FSC represented its commitment towards these three areas:

Every Food (F) item served to the public must meet the company’s excellent standards or it will not be served at all, Service (S) must be fast and courteous; and Cleanliness (C) from sidewalk to kitchen, from uniforms to utensils, must be maintained at all times.

Jollibee Foods Corporation TQM Model

Figure 1 shows that five of the areas (leadership, employee orientation, policy and strategy, partnerships and resources, processes). They deal with what the organization is doing and how it is acting.The other four areas are the result areas (employee satisfaction, customer satisfaction, society acceptance, key performance results).They deal with what the organization achieves. The resultsare caused by the enablers and the enablers can be improved on the basis of the results. The nine areas mentioned is the approach of the Jollibee TQM Excellence Model.

Jollibee Foods Corporation TQM Model

8 success secrets from Jollibee1.Customer focus — “The market

is so dynamic and fast-changing, so Jollibee do a lot of research. When Jollibee was small and had little research funds, Jollibee used to directly ask its customers about their needs and wants.”

8 success secrets from Jollibee• 2. Vision: A jollibee Family member said“When we started in 1978, people asked why we didn’t get a US franchise. We already wanted to create our own brand because we didn’t want to be limited to the Philippine market. Since the start, our vision was, first, to become No. 1 in the Philippines; second, to eventually expand overseas. Now our vision is we want to be one of the top three largest and among the most profitable restaurant companies in the world. Again, this is a big dream.”

8 success secrets from Jollibee3. Spirit of family and fun:Among the Jollibee core values are unity and team work. JOLLIBEE has less than 10 family members working at Jollibee group. And now have over 40,000 employees, roughly 4,000 of whom are managers. If you include the other brands, JOLLIBEE has maybe more than 60,000 employees.

8 success secrets from Jollibee4. Good quality: Consistently “superior taste” of Jollibee foods is one success secret of their business. The family’s eldest sister Virgie Tan Chua was the one who started Jollibee spaghetti. When it was asked if they had paid her for this recipe, Ato Tanmantiong laughed, saying, “Don’t give her the idea!”

5. Location:Jollibee makes sure that its stores and affiliates are conveniently located.

8 success secrets from Jollibee

6. Good partners:Jollibee group has grown phenomenally due to good business partners through its franchising system. Today, 50 percent of Jollibee stores are owned by franchisees. Each franchise now costs about P25 million.

8 success secrets from Jollibee7. Culture: JOLLIBEE make sure that the whole organization shares our vision and values, meaning they’re all part of that, “Our corporate values are excellence, spirit of family and fun, humility to learn and listen, integrity, frugality, respect for the individual, and teamwork. Anybody who is not a fit to all that, we remove from the organization. Our people are more engaged and committed.”

8 success secrets from Jollibee• 8. Marketing:The overall marketing programs and efforts have contributed to the success of Jollibee, from the brand name, logo, the popular mascot, TV commercials and print ads, to their very own TV show. Their top celebrity endorsers include Aga Muhlach, Sarah Geronimo, Gerald Anderson, Enchong Dee, Kim Chiu, international brand ambassador Jessica Sanchez and the very first endorser of the early 1980s, singer Gary Valenciano.

CSR Programs

Jollibee FoundationIn December 2004, Jollibee Foundation was established by Jollibee Foods Corporation (JFC) to make giving back an organized corporate commitment. The Foundation aims to invest in people and help them succeed in the way Jollibee knows how. This means taking the values, the system, the tools, and the years of experience that has made Jollibee what it is today and sharing it with the people they most ascribe their success to:the everyday Filipino.

“Year after year, we continue to be moved and humbled by countless Filipino families who are united in making life better for their fellowmen,” said Joseph Tanbuntiong, Jollibee Philippines President during his welcome speech.