Service Blueprint of Hizon’s Catering

Presented to

FEU Diliman College of Accounts and Business

By

Cartujano, Justin A.

Diomangay, Janelle D.

Docot, Charmie L.

Rivera, Tanya Czarina R.

Villareal, Ma. Jemina Therese B.

March 2021
FEU DILIMAN
College of Accounts and Business

TABLE OF CONTENTS

I. COMPANY PROFILE……………………………………………………………………………….3
History of the Business…………………………………………………………………………..3
Who are the key people behind the company? ...………………………………………………..4
The services they provide and their customers...………………………………………………...4
Location...………………………………………………..............................................................4
Event Venue……………………………………………..............................................................5

II. ORGANIZATION’S SERVICE.……………………………………………………………………5

III. CUSTOMER AND EMPLOYEES ACTIONS……………………………………………………6

Customer Actions………………………………………...............................................................6
Employees Actions……………………………………….............................................................7

IV. SUPPORT PROCESSES……………………………………………………………………………7

V. ELEMENTS AND PHYSICAL EVIDENCE……………………………………………………….8

VI. POTENTIAL FAIL POINTS AND POSSIBLE SOLUTIONS..………………………………….8

Potential Fail Points……………………………………….............................................................8
Possible Solutions………………………………………................................................................9

VII. APPLICATION OF SERVICE BLUEPRINT………………...………………………………….9

Marketing………………………………………............................................................................9
Human Resource Management…………………………..............................................................10
Operations………………………………………..........................................................................10

REFERENCES………………...………………………………….………………...…………………...11

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I. Company Profile

History of the business

Hizon’s Catering Inc. was established in 1987 by Baby Hizon. It started as a small

food service business that has grown to one of the top caterers in the Philippines today.

They specialize in weddings, debuts, corporate events, and private parties. Currently, it is

his second child, Joseph Hizon, taking in charge of their family business, continuing the

legacy of his mother. Joseph graduated from De La Salle University in Manila with a

bachelor’s degree in Economics and obtained his Master’s Degree at Asian Institute of

Management, which have been a great help on managing their business. Joseph, over the

years is learning sales and marketing, events facilitating, and food preparation and

service. He integrated their business operations with technology by having their business

processes computerized, to increase efficiency and eliminating costs. This way he was

able to standardize the company’s operations that provides them a clear report on sales,

marketing, food, design and services, which they offer. According to Joseph, Hizon’s

Catering Inc. is having about 20 to 25 events per day which is supported by a strong

logistics information system, as they want to be able to execute their events properly.

Today, Hizon's Catering is offering services to more than 300 accredited venues in

different locations in Metro Manila.

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Who are the key people behind the company?

A Kapampangan family matriarch named Baby Hizon from Concepcion, Tarlac

started the business in 1987. She is the first, the one and only, and at the forefront of

Hizon's Catering. Through her passion for cooking, she established a company only for

the reason of having a business without having to leave her growing children due to

maternal duties. It started as a backyard business when she was 32 years old, initially

catering only to church friends and family. After some time, her business expanded and

became one of in demand caterers for weddings, birthdays, debuts, parties, and other

special occasions. After nearly three decades of experience, Hizon's Catering served

thousands of weddings, corporate clients, and other private events. The company has also

served various types of clients ranging from schools, government offices, and corporate

offices.

The services they provide and their customers

Hizon’s Catering provides catering services to their customers to facilitate

celebrations. This includes wedding services, debut services, corporate packages, kid’s

party packages, and private party packages. The factors they consider upon providing

service is their customer’s budget for the theme, venue, and food offerings.

Location

Hizon's Catering Services Inc. main office is located at 22 Renowned Ln, Project

6, Quezon City, Metro Manila. They are open from Mondays to Saturdays, 9am-6pm, and

are closed during Sundays.

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Event Venue

Hizon’s Catering provides full catering services off-premises to more than 300

accredited venues in different locations in Metro Manila and nearby provinces. This includes

Manila, Quezon City, Makati City, Las Piñas, San Juan, Metro Manila, Bulacan, Tagaytay,

Antipolo, Cavite, Pasay, Taguig, Pasig, and Marikina. The customer has a wide selection of

function types such as air-conditioned function hall, air-conditioned tent, air-cooled function

hall, covered garden, open garden, open function hall, and open tent.

II. Organization’s Service

The blueprint for Hizon’s Catering consists of several departments that are assigned to

each course of actions. This includes physical evidence, guest’s action, on-stage contact

employee, back-stage contact employee, and support processes. Each department contributes to

the system flow of their business operation. Hizon’s Catering on its nature of business provides

services starting from customer accommodation to actual execution of catering services. Hence,

the sequence of services is structured on the blueprint. Hizon’s Catering website is accessible for

clients that would like to set an appointment or have inquiries about the service. The record

would then be generated on their system and accompanied by Hizon. Hizon’s main office is also

open for clients to personally discuss the specifications and deals of the service. Caterer front

desk is where the package availability is checked and settled, including the food, venue, host,

theme, and design. Food tasting venue is where clients have the opportunity to test the quality of

their chosen food package before serving it on an actual occasion. The key persons upon

performing the business operation are the employees who are skilled to accommodate the client

needs and requests -- personnel that are trained and managed by the Hizon’s Catering company.
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In selecting this type of service, Hizon's Catering had already proved for nearly 30 decades of

experience that their business is best in delivering their services. Establishing a strong foundation

and improving their logistics system is what makes the system of their business drastically

improved efficiently and effectively as well as their well-trained employees through handling

and managing clients. This relates to the chosen and creation of service blueprint.

III. Customer and Employees Actions

Customer actions

1. Inquiries via website - The website consists of all the information needed by the

client which are the menu, packages, tips on how they will plan the event, and all

the services being offered by Hizon’s. The clients can locate Hizon’s main office

with no trouble, and they will be able to contact Hizon’s representative easily as

their contact information is also on their website.

2. Choose package - Catering a huge number of guests can be expensive for some,

and so, choosing a package deal that Hizon’s offers will definitely have a huge

discount on their total amount and at the same time, they will be able to cater all

the guests invited.

3. Settle payment - This will mean that the client was satisfied with the conditions

and output of what they and Hizon’s representative have agreed on.

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Employee actions

1. Schedule for appointment - This will mean that the employer entertained the

client. In this way, the client may notice how responsive the employees of the

Hizon’s Catering are, and how much they are willing to accommodate the clients.

2. Preparation of employees based on the client's chosen package - Paying attention

to what the client’s choice should always be the top priority of the caterer.

3. Settle and finalize the overall package - This means that the duties and

responsibilities of the employees to the client are clear and agreed on, depending

on what they have decided on regarding the proposals, packages, and everything

in between.

IV. Support Processes

1. Client record system - A software used to record appointment requests from

clients via email or through phone call.

2. Client records - Stored records of clients that contain information about the client,

event date, event type, catering package, etc. which is needed for the client’s

event.

3. Venue confirmation through the system - Where Hizon’s will contact the

company that they are in partnership with and gain the information as to whether

the place is available on a certain day or if it is already reserved.

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V. Elements of Physical Evidence

1. Catering website - allows potential clients to examine the company’s credibility in

terms of catering services. It influences the customer’s experience by giving them

an overview of the company’s services before they inquire. The website contains

portfolios of their catering services that can boost the client’s interests, planning

guides, contact info and main office location.

2. Hizon’s main office and front desk - Hizon's main office allows clients to

communicate to the catering service team to finalize their chosen packages,

venues, themes, and food for their event that can influence customer experience

by providing assurance that their event will become a success.

3. Food tasting venue - The client will be meeting up and discussing the flow of the

event with the host. Also, the client will rate and suggest the food preference

he/she wants and consider what food is not allowed to eat by the guests due to

allergies. When all the planning is done, the client may now proceed with the

payment.

VI. Potential Fail Points and Possible Solutions

Potential fail points

1. Assigned host on the event did not show up.

2. The venue/catering service is not available on the given date of the client.

3. Package deals are way out of the budget for the client.

4. Venue confirmation from partners may take longer than expected.

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Possible solutions

1. There must be an extra host on hold/refund of the host’s fee will be given after the event.

2. Propose another date where the catering service is available.

3. Give special offers that will apply in the client’s budget; Provide different alternatives to

ensure quality services are met.

4. Provide assurance to clients by proposing other venue options.

VII. Application of Service Blueprint

a. Marketing

As Hizon's Catering integrated a strong logistics information system, it improved

the business system. The service blueprint shows the organized system of Hizon’s

services to ensure and deliver quality services because the goal is to execute properly and

to make sure that they are always able to deliver their promises to their clients. In that

case, it correlates with how the sales and marketing works. Since they have a good

system as their strength, the services they deliver will reflect on their brand image and

will gain good feedback and recommendations from clients which will result in

successful advertising internally and externally.

Given that Hizon’s business model and internal operations are already well-

optimized and running smoothly, a blueprint will help them further Hizon’s external

reach and customer base via effective marketing. By utilizing a blueprint, Hizon’s will

easily be able to pinpoint, analyze, and improve their marketing plans, campaigns, and

programs, allowing for a wider reach, and drastically improving customer reach.

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b. Human Resource Management

A service blueprint can be of use to the HR Manager in preparation for

performance standards as HR Manager’s job is to develop and implement HR strategies.

In this way, it can easily identify the weak links and try to come up with a solution on

how to improve it.

Utilizing a service blueprint will also allow for a more effective workflow for

staffing and employing additional manpower and human resources specialized to the

internal tasks needed to be attended to. A service blueprint will allow for identification of

both general and specific skill sets that Hizon’s needs for its internal functions and

workloads.

c. Operations

Service Blueprint provides visualization among the relationship between

employees, work in process, and timing of their work, which allows the business to build

a consistent flow of the catering services to its clients. It also enables Hizon's Catering

services to identify opportunities and predict or solve possible uncertainties on the

operation by stimulating strategies and alternatives. Moreover, it allows the business to

assess costs but also provide quality services to their clients.

Some benefits of using the service blueprint in operations is that it improves the

arrangement for an existing service and it also allows you to create a new one. When in

an instance wherein the current operation is explicit, the operators will know how to use

it in the future as the system blueprint is goal-directed.

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References

Events venues. (2018, December 04). Retrieved April 01, 2021, from

https://hizonscatering.com/locations/

Flores, A. (2014, June 15). How Hizon caters 25 events a day. Retrieved from

https://manilastandard.net/business/149895/how-hizon-caters-25-events-a-

day.html#:~:text=Joseph%20Hizon%2C%20the%20second%20child,catering%20firms%

20for%20special%20occasions

Hizon’s Catering. (2018, May 29). About Hizon's Catering. Retrieved April 01, 2021, from

https://hizonscatering.com/about/

Philippine Daily Inquirer (2014, July 27). Mother and son run big catering firm. Retrieved from

https://business.inquirer.net/175454/mother-and-son-run-big-catering-firm

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