INSTITUTE OF TOURISM AND HOTEL MANAGEMENT

Table of Contents

I. Background of the Study......................................................................................................2

Figure 1: Zee’s White Sauce Logo and Location......................................................................2

II. Problem Statement...............................................................................................................3

III. Cause of the Problem.......................................................................................................3

IV. Quality Improvement......................................................................................................... 3

V. Quality Approach/Techniques Applied for Improvement.......................................................4

Figure 2: Six Sigma Approach..................................................................................................4

Table 1..................................................................................................................................... 6

VI. Quality Cost...................................................................................................................... 7

Figure 3: Quality Cost.............................................................................................................. 7

VII. Conclusion........................................................................................................................ 8

VIII. Recommendation.............................................................................................................. 8

IX. Appendixes..................................................................................................................... 10

Survey Questionnaire............................................................................................................. 10

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I. Background of the Study

Figure 1: Zee’s White Sauce Logo and Location

Zee's White Sauce is the latest growing fast food chain in the Philippines that
serves the best taste of rice melts in the country. Zee’s was founded on 2016 and
was able to have number of branches around the Philippines that can be found in
SM Baliwag, Carmona Cavite, Sampaloc Manila, Morayta, and Tarlac City.
Everything they have in their menu is 50-80 pesos which is affordable for the
students. Also, the foods that they offer are allowed for kids and it is one of the
popular fast food chains because of its student budget friendliness and their
awesome white sauce. Zee’s White Sauce is mostly located near universities and
dormitories where they can be found easily by the students. The fast food serves
burgers, breaded chicken, breaded pork, and bacon with rice topped with their
famous white sauce. They also have option when it comes to sauce; they have spicy
white sauce that you can choose if you’re into spicy sauces. Also, they serve fruity
juices that will take away the heat you got from the outside.

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II. Problem Statement

 The zees staffs have a poor customer satisfaction rate.
 The zees management team possesses a poor management skill.
 The zees have a poor maintenance.
 The zees has a poor inventory keeping

III. Cause of the Problem

 The zees staffs has a poor customer satisfaction rate because the staff are not properly
trained, when a company does not spend a time to fully train its employee, the cause of
it is always a poor satisfaction rate.
 The zees management team possess a poor management skill because the company
are lacked of staff and also the place of the restaurant is to narrow.
 The zees have a poor maintenance because they are lacked of safety tools and also
they don’t educate employees on how the proper use of the equipment.
 The zees has a poor inventory keeping because the staff can’t pay attention to the
numbers of they serve everyday

IV. Quality Improvement

Proposed Quality Improvement Recommendation

Zee’s White Sauce is the latest growing fast food chain in the Philippines that serves
the best taste of rice melts in the country.
The researchers made up a survey questionnaire to distinguished what are
the factors does Zee’s White Sauce needs to improve the most. The result showed
that the fast food chain has a poor quality customer service because the customers
are waiting for their food to be served for about 16-20mins which is a very long
period of time especially if their customers are hungry or in hurry. The survey also
showed that the staffs of the fast food chain is not attentive enough to assist their

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customers whenever they are asking for something like by cleaning the tables,
asking for condiments etc..
It showed that the customer of Zee’s White Sauce is not satisfied by their
service. In order for Zee’s White Sauce to improve their service they have to:

 Train their staffs in order for them to learn how to interact well with their
customers and also for them to be attentive and responsive enough.
 The fast food chain has to hire more staffs for them to accompany a large
number of customers and so that they are also be able to assist customers
immediately.
 Zee’s White Sauce must provide feedback forms for the customers to know what
to improve and to change the service quality of the staffs.
 The fast food chain should motivate their employees for them to do perform their
work well

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V. Quality Approach/Techniques Applied for Improvement

Approach
For the improvement plan, we used six sigma approach to improve the quality of
service.

Figure 2: Six Sigma Approach

In the define stage, we will ask why do we want to improve the quality of service of
Zees white sauce. On this stage, we will oversee the problem of Zees that needs
improvement.

In the measure stage, we will measure the problem of the fast food chain and how it
affects the entire business. We will use FMEA to know the degree of risk severity
ranking of the business.

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Degree Description Median

Rating
Very High Potential failure mode affects the safety and 10
satisfaction of the customers. Received a lot of 9
customer dissatisfaction rating.
High When a high degree of customer dissatisfaction is 8
caused by the failure. Does not met the quality 7
standard of the company.
Moderate When a moderate degree of customer dissatisfaction 6
is caused by the failure. Customer is made annoyed 5
or uncomfortable due to failure. 4
Low When a failure only cause only a slight impact on the 3
customer’s overall experience. Isolated failure. 2
Minor When a failure is not likely to cause any real effect on 1
a the customer’s overall experience

Table 1: Measure Stage

In analyze stage; this will tackle things that need immediate attention and solution in
terms of improving the quality of Zees white sauce. We need to solve the following
problems.
 Zees lack of staff during peak hours
 Employee of zees lack training in handling customer and service
 Employees possess a poor customer service skills

In improve stage, we will take action to the things that has been tackled in the
analyze stage. Here are solutions to improve the quality of service. We will adapt the
TQ principle for a continuous improvement of our service.. Zee’s is problematic in
terms of quality customer service and the best thing a company to do is to empower
employees at all cost.

Involvement of People

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 Zees quality approach will focus more on the development and empowerment
of their staffs and employees. Company succeeds when their employees
strive for greatness or they aim to continuously enhance their knowledge,
skills, and to train them to engage more into empowering each and every
one.
 Zees should add staff to avoid understaff especially during peak hours
 Zees should provide trainings for their staffs to embark them with knowledge
and skills.
Customer Focus
 Customer service relations of staffs should be strengthened and improved for
a better outcome of service. Zees should strictly hire staffs with good and
pleasing personality.
 Zees should focus more on satisfying their customer by providing continuous
innovation in terms of service and product.

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In control stage, we will keep on maintaining the actions that we address on the
problem in the improvement stage for Zees to avoid encountering the same
problem again. We will use the lean approach tool or the 5s to control or maintain
effectively and efficiently and to manage environment equipment. 5s or the lean
approach is a workplace method. The list describes how to organize a work
space for efficiency and effectiveness by identifying and storing the items used,
maintaining the area and items, and sustaining the new order.

Figure 3: Control Stage

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Tools
For the paper, we used cause and effect diagram as a tool to analyze process
dispersion. The main objective of this diagram is to relate the cause and effect.

People Environment

Poor customer Some staff is Overcrowded Management

Service not available during peak is disorganized
during peak hours
Zee’s employee
hours
lacks training on The place is to
how to properly narrow Improvement
handle customers Of
Zee’s White Sauce

Poor Staff can’t pay

Lack safety attention to the Poor
maintenance
tools numbers of Satisfaction
Poor inventory customer they
keeping serve everyday Rate

Equipment
Procedure
s

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Table 2

VI. Quality Cost

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Figure 3: Quality Cost

Zees White sauce will undergo prevention cost to improve the quality of service
in the company. Prevention cost is cost incurred to prevent problem and maintain
quality of work. It is the least expensive type of quality cost because it is a prevention
type of quality approach. Zee’s white sauce, to improve and enhance the quality of
work will undergo special training for every employee. These training's often include
enhancement of employees skills and knowledge in serving and preparing meals for
the customers. We believed that prevention cost approach is the most effective
quality cost that suits the company Not only we will provide training for the
employees, Zees will also conduct activities like Quality Planning, Quality training
and workforce development,

When unexpected things happen, this is when the company will resort in using
External Failure cost. The company, if received a large amounts of complaints
regarding the service and food, will resort into tangible cost which includes discounts
on second and charges to quality guarantee accounts.

VII. Conclusion
In conclusion, the researchers firmly believe that Zee’s White Sauce have great
potentials since it is one of the latest fastest growing food chain in the country. It
already created five branches with the fact that it only opened in 2016. However, the
problems relating to poor customer service and disorganized management might be
the cause to subside the continuous success of Zee’s White Sauce.
Zee’s White Sauce has variety of menu to choose from. With its budget friendly
meals, you will truly want to spend you lunch or dinner at Zee’s White Sauce. The
survey has been a great way to identify what are the factors that will need
improvements and developments. And one result showed that customers spend long
time in waiting for their meal to be served, any customers would lose interest in
returning to a food chain with this type of slow service. The staffs of Zee’s White
Sauce should be trained really well to be skilled in providing outstanding service to

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the customers, because in the food industry, prefect customer service is the topmost
important factor in achieving its success.
Zee’s White Sauce should follow the recommendations from the researchers and
conduct improvement plans in order to maintain the status of faster growing food
chain in the Philippines. The possible success and potential of Zee’s White Sauce
might be put into waste if the poor customer service and disorganized management
will maintain.
Majority who eat at Zee’s White Sauce are female. They consist of 65.4%,
occupying more than half of the result; on the other hand, only 34.6 % are male.
76.9% are high school graduates who eat at Zee’s White Sauce. They could be
college students and only 23.1% are the college graduates. They are asked if Zee’s
lack staff and results shown in the survey that 69.2% agrees that Zee’s white Sauce
lack staffs to assist the customers. In regards to whether the staffs serves the
customer politely and pleasantly, they agreed that Zee’s Staff are polite and
pleasantly serves their customers as shown in the result of the survey with 92.3%
yes and 7.7% no. Customers agreed that the staffs of Zee’s White Sauce are
presentable because the survey garnered 80.8% yes and only 19.2% answered no.
They are also asked if the staffs are attentive and the result of the survey showed
that there is a tie whether the staffs are attentive or not towards the customers. This
means that they are not consistent when it comes to their customer service. On the
question if the staffs clean the tables and surroundings, the result showed that there
is inconsistency to the service of Zee’s White Sauce with regards to cleaning the
tables or surroundings. If they are consistent in providing an outstanding job in
cleaning the tables and surroundings, majority will definitely answer yes. There is a
tie to those customers who feel satisfaction whenever they dine at Zee’s White
Sauce. 50% said yes and another 50% said no. The result of the survey showed that
50% Enjoyed dining at Zee’s while the other half said no. the possible reason while
there is a tie is because not all the time they experience a consistent enjoyable
dining experience. In this question of how long does the customer wait for their
meals, majority of the customers wait for about 10-15 minutes for their order. To be
followed by 16-20 minutes waiting time. This is a long waiting time for the customers

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specially if they are in a hurry or already hungry. The management should fasten
their service. With the quality of service, 42.3% are somewhat satisfied to the service
that they experience whenever they dine at Zee’s while only a small percentage
(15.4%) is greatly satisfied to the quality of service that they receive. The result of
this survey shall be taken seriously because the quality of service is a topmost
priority that shall be improved and be always maintained high. Sanitation has an
important role to a success of a food establishment, and based on the result of the
survey, Zee’s White Sauce only has satisfactory cleanliness (42.3%) experience by
the customers. Along with improving the quality of service, Zee’s white sauce should
also focus on developing a perfect sanitary establishment and maintain it to
guarantee that the customers would experience an outstanding dining experience.
The customers were asked about their overall dining experience and the survey
showed that 57.7% of the customers are only somewhat satisfied to their overall
dining experience and only 11.5% are greatly satisfied. The overall dining experience
of a customer matters a lot since it will be the basis of a food establishment on how
they could improve or maintain the quality of service that they offer to their
customers.

VIII. Recommendation
Zee’s White Sauce is known for their slow service. Also, lack of crew members
and doesn’t have alternative for every problems that will occur inside the fast food.
These are the recommendations that they can apply to improve the quality of their
service.

Staff
1. Provide training sessions for the crew members of Zee’s White Sauce for them to
enhance their skills, knowledge in service, and preparing meals for the
customers.
2. Hire knowledgeable applicants for the position that needs improvement.

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3. A monthly evaluation will be given to the staffs to further assess the improvement
of the employees.
4. Give recognition's top performers in order to be motivated to do their task
properly.

People
1. Provide feedback forms for the customers to know what to improve and to
change the service quality of the staffs.
2. Focus on enhancing their customer service and give complimentary to every
customer that felt the inconvenience of their service.

Environment

1. Renovate the place of the establishment and make it bigger to occupy all the
customers.
2. Conduct an allotted time to eat for crowd control.

Equipment

1. Have a quality check for every equipment and condiments that will be used for
serving, cooking, and eating.
2. Conduct a raw materials quality control to maintain the good quality of the
materials needed.

Procedure

1. Have a weekly inventory for the materials that was used and not use.

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2. Conduct a monthly report about the products that is needed to add and how
many customers are dining every month.

IX. Appendixes

Survey Questionnaire

Good day! We are 4th year BS Tourism Management students from Far Eastern University
Manila currently taking Total Quality Management. For our partial fulfillment in the subject code,
we are asking for an ample amount of your time to answer the following questions. Rest
assured that your data and privacy is our utmost priority. Thank you! The following are for the
improvement of Zee’s White Sauce, Morayta branch. Please choose an answer.

1. Name

2. Gender

3. Highest educational attainment

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o Elementary graduate.
o High school graduate
o College graduate

4. Does Zee’s lack staffs?

o Yes
o No

5. Are you assisted immediately?

o Yes
o No

6. Do the staffs serve you politely or pleasantly?

o Yes
o No
7. Are the staffs presentable?
o Yes
o No
8. Are the staffs attentive?
o Yes
o No
9. Do the staffs clean the tables and the surroundings properly?
o Yes
o No
10. Do you feel satisfied while dining?
o Yes
o No
11. Do you enjoy dining at Zee’s?
o Yes
o No

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12. How long do you wait before your order is served?

o Below 10 mins
o 10-15 mins
o 16- 20 mins
o 21-30 mins
o Above 30 mins
13. Rate the quality of service you receive from Zee’s (1 being the lowest and 5 being the
highest)
o 5
o 4
o 3
o 2
o 1

14. Rate the cleanliness of the restaurant? (1 being the lowest and 5 being the highest)
o 5
o 4
o 3
o 2
o 1
15. Please rate your overall dining experience (1 being the lowest and 5 being the highest)
o 5
o 4
o 3
o 2
o 1

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