Western Philippines University

A Strong Partner for Sustainable Development

College of Business and Management

(Bachelor of Science in Hospitality Management)

_______________________________________________________

A Strategic Business Plan Presented

To the Faculty of the College of Hospitality Management

In Partial Fulfillment
of the Requirements for the Course
MGT113 Strategic Management (TQM)

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 Submitted By:

Lopez, Jorelyn B.
Lopez, Nicole B.
Deraco, Maridel D.
De Asis, Hazel May
Aguilos, Garry Jhon

Submitted To:

Mr. Roy B. Cabarles

Instructor I

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 Table of Contents

TAGLINE

‘Delight in a cup’

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I. Executive Summary………………………………………………………………………………….5

Vision……………………………………………………………………………………………5
Mission…………………………………………………………………………………………5
II. Goals……………………………………………………………………………………………………...6

III. Objectives……………………………………………………………………………………………….7
A. Marketing
B. Production/Operations
C. Finance/Accounting
D. Human Resources
E. Management Information System

IV. Organizational Chart & Job Description of Key Employees………………………….9-12

V. SWOT Analysis………………………………………………………………………………………..13

VI. Strategies………………………………………………………………………………………………..14
A. Marketing
B. Production/Operations
C. Finance/Accounting
D. Human Resources
E. Management Information System

VII. Action Plan ……………………………………………………………………………………………15-19

VII. Contingency Plan……………………………………………………………………………………20
A. Production/Operations
B. IT

VIII. Exhibits…………………………….……………………………………………………………………..21

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 CHAPTER I

Executive Summary

Milk Tea Delight shop is located in San Juan, Aborlan, Palawan, near WPU main
campus. The expected target market of the shop is the students, teachers/instructors,
Motorists, and Residents of the said location/place. Also, we are located in a place that
is easy for customers and employees to conveniently have access to.

Milk Tea Delight Shop will serve high-quality milk tea to the target customers. we will sell
milk tea drinks with a focus on providing quality at speed. We will sell milk tea to take
away as well as to eat in, with an indoor seating area with space for 20 customers in our
milk tea shop.

While there are other milk tea shops in the area, we believe that there is demand for more
especially ones that focus on a high-quality product. We will also provide a light lunch
menu and pastries that we believe will differentiate us from other milk tea shops in the
area.

Vision

To provide the different best quality milk tea experience for our customers

Mission

We aim to continuously innovate and develop creative tea blends that serve an ever-
expanding profile of taste buds on an international level

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 CHAPTER II

Goals

Marketing Department

• To operate a successful milk tea shop in San Juan, Aborlan, Palawan

Finance Department

• To produce a reasonable net profit by the first year of operation

Production Department

• Maximize profit with minimize production cost

Human Resource Department

• Hiring skilled and qualified employees

MIS Department

• To have an organized record or computed income and expenses of our business

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 CHAPTER III

OBJECTIVES

A. Marketing Department

Objective 1. To have many loyal customers at the 6 months of operation

Objective 2. Achieve 99% customer satisfaction at the first year of operation

Objective 3. Increase sales by 20% in 12 months

B. Production/Operations

Objective 1. Reduce operating cost by 10% in 18 months

Objective 2. Reduce production cost by 12%

Objective 3. To provide quality products

C. Finance/Accounting

Objective 1. Increase profit margin every 6 months

Objective 2. Maintain highest percentage of product sales

Objective 3. Determine the net worth of the business every end of the month

D. Human Resources

Objective 1. Hire qualified employees

Objective 2. Train newly hired employees

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E. Management Information System

Objective 1. Ensure that 100% of the sales is recorded, updated and validated every

month

Objective 2. To provide right information for decision making on planning

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 CHAPTER IV

ORGANIZATIONAL CHART AND JOB DESCRIPTION OF KEY PERSONNEL

ORGANIZATIONAL CHART

OWNER

MANAGER

BARISTA/ CASHIER
COOK

WAITER/
WAITRESS

JOB DESCRIPTION OF KEY PERSONNEL

Owner

Job Description

Small business owners are responsible for the direction of their own company. They are
in charge of creating and managing their business plan, developing their marketing

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campaigns, and coming up with ways to keep the company competitive and profitable.
Research and planning are essential skills for a business owner.

Duties and Responsibilities

• Planning and strategy

• Finance and accounting
• Compliance and legal
• Marketing and sales
• Customer service
• Hiring and human resources
• Build an interesting and captivating brand
• Uncover opportunities in keywords

Manager

Job Description

Accomplishes department objectives by managing staff; planning and evaluating

department activities. Maintains staff by recruiting, selecting, orienting, and training
employees. Ensures a safe, secure, and legal work environment. Develops personal
growth opportunities.

Duties and Responsibilities

• Oversee day-to-day operations

• Design strategy and set goals for growth
• Maintain budgets and optimize expenses
• Set policies and processes
• Ensure employees work productively and develop professionally
• Oversee recruitment and training of new employees
• Evaluate and improve operations and financial performance
• Ensure staff follows health and safety regulation

Cashier

Job Description

Cashier responsibilities include receiving payments and issuing receipts, gift-wrapping

packages, and keeping track of all cash and credit transactions. To be successful in this

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role, you should have previous experience in a customer service position and good
knowledge of how cash registers operate.

Duties and Responsibilities

• Manage transactions with customers using cash registers

• Scan goods and ensure pricing is accurate
• Collect payments whether in cash or credit
• Issue receipts, refunds, changes, or tickets
• Handle merchandise returns and exchanges

Barista/Cook

Job Description

Barista

Preparing and serving hot and cold drinks such as coffee, tea, artisan, and specialty
beverages. Cleaning and sanitizing work areas, utensils, and equipment. Cleaning service
and seating areas. Describing menu items and suggesting products to customers.

Cook

A Cook plans to prepare and cook food items to ensure the highest quality service and
experience for customers. They help keep the kitchen organized and running efficiently.
They ensure proper food handling, sanitation, and following food storage procedures.
Duties and Responsibilities

Barista

• Welcoming customers, informing them about specials or new items, answering

questions, and accepting orders and payments.
• Preparing foods, such as sandwiches or baked goods, and grinding and blending
coffee beans, brewing coffee and tea, and serving items to customers.
• Packaging food and beverages for sale.
• Selling coffee and tea blends and brewing equipment, highlighting the differences
between items, and educating customers about brewing methods.
• Cleaning and restocking work and dining areas, emptying trash and sanitizing
equipment and utensils.
• Learning about brewing methods, beverage blends, food preparation, and
presentation techniques to improve food quality.

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Cook

• Set up workstations with all needed ingredients and cooking equipment

• Prepare ingredients to use in cooking (chopping and peeling vegetables, cutting
meat, etc.)
• Cook food in various utensils or grillers
• Check food while cooking to stir or turn

Waiter/Waitress

Job Description

A Waiter/Waitress, or Restaurant Server, is responsible for ensuring diners have a

positive experience at food establishments by exhibiting excellent customer service. Their
duties include greeting diners and taking their orders, communicating with members of
the kitchen about orders, and carrying meals or beverages to the correct tables.

Duties and Responsibilities

• Greet and escort customers to their tables
• Present menu and provide detailed information when asked (e.g., about portions,
ingredients, or potential food allergies)
• Prepare tables by setting up linens, silverware, and glasses
• Inform customers about the day’s specials
• Take accurate food and drinks orders, using a POS ordering software, order slips,
or by memorization
• Communicate order details to the Kitchen Staff
• Serve food and drink order

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 CHAPTER V

SWOT ANALYSIS

Strengths Weaknesses

• Affordable Price • Many competitors

• Easy access location • Difficulty in raising capital
• Excellent quality drinks • Too sweet taste
• Nice and approachable staff • Some of the members are lack
• Good communication skills experience, time restrictions
aspiration and determination to • lack of capital
succeed perseverance in handling
stress and failure

Opportunities Threats

• Venture into online marketing • Local competitors offering a wide

platforms variety of milk tea flavors
• Large potential market • Advance marketing strategy of
• Wide marketing target competitors
• High demand • Slow internet, Consumer
• Unique vendor preference
• Price of milk tea might fluctuate

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 CHAPTER VI

STRATEGIES

A. Marketing Department

Strategy 1 – Advertising our product through social media.

Strategy 2 – Offering different flavors of milk tea.

Strategy 3 – Promoting our product to the customer using good taste and unique
packaging.

B. Production/Operation

Strategy 1 – Provides better quality of our product

Strategy 2 – Improves costs in the creation of our product.

Strategy 3 – Provides better good services to our customer.

C. Finance/Accounting

Strategy 1 – Record every month expenses and income of our business

Strategy 2 – Separate the business and personal expenses

Strategy 3 – Lists our assets and their worth

Strategy 4 – Checking our expenses and income every month

D. Human Resources

Strategy 1 – Train/observed our newly hired employees

Strategy 2 – Check the background of our employees

Strategy 3 – Show them their new workspace and explain the company’s benefits and
policies

E. Management Information System

Strategy 1 – Assign one personnel to be responsible for recording or computing income

and expenses of our business

Strategy 2 – Call for regular meeting

Strategy 3 – Remind always the rules and regulations

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 CHAPTER VII

ACTION PLAN

I. MARKETING DEPARTMENT

PROPOSE
GOAL OBJECTIVES STRATEGIES ACTION ANNUAL
PLAN BUDGET

Item Cost
1. To 1.To have 1.1 Advertising 1.1 Rent a Rental 3,000
operate a many loyal our product store at the place
successful customers at through social front of
milk tea the 6 months media. WPU main
shop in of operation in San
San Juan, 2.1 Offering Juan,
Aborlan, 2.1 Achieve different Aborlan,
Palawan 99% customer flavors of milk Palawan
satisfaction at tea.
the first year of 1.2 Design
operation packing for
the milk tea
products Flyers 4,000
and
pastries

2.1 Give
promo like
buy 1 take 1
at the first
operation
of the
business Packaging 5,000

3.1
Creating a
facebook
page and
flyers for
our
customers
and future
customers

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II. PRODUCTION/OPERATIONS

PROPOSE
GOAL OBJECTIVES STRATEGIES ACTION ANNUAL
PLAN BUDGET

Item Cost
1. 1. Reduce 1.1 Provides 1.1 Buying Machine 10,000
Maximize better quality quality equipment
profit with operating of our product ingredients and tools
minimize to produce
production cost by quality
cost product
10% in 18

months

2.1 Improves
2.1 costs in the 1.2 Selling
creation of our milk tea Business 3,000
Maintain product. delight license
products
the highest for a
reasonable
percentage price

of product

sales

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III. FINANCE

PROPOSE
GOAL OBJECTIVES STRATEGIES ACTION ANNUAL
PLAN BUDGET

Item Cost
1. To 1. Increase 1.1 Record 1.1 selling
produce a every month 99% of our
reasonable profit expenses and milk tea
net profit income of our delight
by the first margin business products
year of
operation every 6
Pen and 500
months 2.1 Separate the 2.1 record book
business and recording
personal every
expenses expense
and income
of the
2.1 Maintain 2.2 Lists our business
assets and their
highest worth

percentage

of product

sales

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IV. HUMAN RESOURCE

PROPOSE
GOAL OBJECTIVES STRATEGIES ACTION ANNUAL
PLAN BUDGET

Item Cost
1. Hiring 1. Hire 1.1Train/observed 1.1 We are
skilled and our newly hired going to
qualified qualified employees hire
employees eemployees
employees 2.1
Check the
background of
our employees 2.1 We will Employee’s 14,500
teach and salary
2.2 train them
2.1. Train Show them their on how to
new workspace work in a
newly hired and explain the milk tea
company’s shop
employees benefits and
policies

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V. MANAGEMENT INFORMATION SYSTEM DEPARTMENT

PROPOSE
GOAL OBJECTIVES STRATEGIES ACTION ANNUAL
PLAN BUDGET

Item Cost
• 1. To have 1. Ensure 1.1 Assign one 1.1 We
an that 100% person to be are going
organized of the sales responsible for to plan
record or recording or for our
is recorded,
computed computing budgeting
income updated income and expenses
and and expenses of our and
expenses validated business record all Gadgets 10,000
of our every income.
business month 2.1 Call for
regular
meeting

2.1 To
provide 2.2 Remind
right always the
information rules and
regulations
for decision
making on
planning

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 CHAPTER VIII

CONTINGENCY PLAN

I. PRODUCTION/OPERATIONS

RISK PROBABILITY PREPARATION RESPONSE

Financial risk Improper use of Properly budget the Canvas for better
capital and wrong capital and good price
business business Buy important
management management assets for the
business
Reputation risk Other competitors Build good Selling quality and
and scammers relationship to your affordable products
destroying good customers to satisfy the
reputation to make customers
your business fall

II. IT

RISK PROBABILITY PREPARATION RESPONSE

Hardware and If gadgets and Backup all the data Always do

software failure technology and always have a maintenance,
malfunction the it clean and categorized and
will affect the maintained always have a
business also the workshop backup data
data that has been
gathered may lost
and operation will
be delayed

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CHAPTER IX

EXHIBIT

MILKTEA
DELIGHT SHOP

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