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Assignment No. 3 (Fishbone Analysis) Deadline: October 29, 2020 (12nn) - No Extension

The document assigns Stephen John Q. Diez a case study and analysis of quality problems at the fast food company Jollibee in the Philippines. It prompts him to identify a quality problem for analysis using a fishbone diagram. He identifies two key quality problems: 1) poor service quality, with inappropriate staff attitudes and slow responsiveness to customers, and 2) inconsistent food quality, particularly for their Chicken Joy product, which sometimes varies in size, cooking quality, and taste compared to advertisements.

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463 views2 pages

Assignment No. 3 (Fishbone Analysis) Deadline: October 29, 2020 (12nn) - No Extension

The document assigns Stephen John Q. Diez a case study and analysis of quality problems at the fast food company Jollibee in the Philippines. It prompts him to identify a quality problem for analysis using a fishbone diagram. He identifies two key quality problems: 1) poor service quality, with inappropriate staff attitudes and slow responsiveness to customers, and 2) inconsistent food quality, particularly for their Chicken Joy product, which sometimes varies in size, cooking quality, and taste compared to advertisements.

Uploaded by

Janina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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BBOPERMX – MAR184

October 26, 2020


ASSIGNMENT NO. 3 (FISHBONE ANALYSIS)

Deadline: October 29, 2020 (12nn) – no extension

DIEZ, STEPHEN JOHN Q.

COMPANY CASE STUDY:

Jollibee is the top fast food company in the Philippines. It sells fried chicken, hamburger, French
fries, spaghetti, etc.

Assuming that you will do a fishbone analysis on Jollibee what do you think would be its quality
problem? Explain thoroughly why it is a quality problem and needs to be improved.

The quality problem Jollibee is facing are service quality and food quality. I could say that
Jollibee must improve its service quality in terms of accommodation of staff, service crew and
managers to customers and responsiveness in attaining customers’ needs. Customers experience
inappropriate attitude from staff especially if it is the time wherein there are a lot of customers
dining in and ordering online. Customer must call the attention of service staff more than twice
before giving what they need and demand.
In terms of food quality, particularly Chicken Joy, customers have been arguing with regards to
its size, quality of cooking and taste. As advertised, Chicken Joy is sized from medium to large
quality chicken and the cooked product must have crispy and juicy texture and taste of chicken
and its skin. However, as time passes by, the quality is no longer attained.

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