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01Case Formulation, Policy Formulation andPresentationLAI
GARDEN1
02FACTS OF THE CASE a Dim Sum restaurant located at Colon Street
Corner Leon Kilat, at the Ground Floor of Gaisano Capital South.
accommodates middle-class individuals including students serves
Cantonese Style Cuisine owned by a Chinese family 2
FACTS OF THE CASE
currently there are several number of branches in Cebu City
FACTS OF THE CASE
03STATEMENT OF THE PROBLEM Lai Garden is considered to be a
fast-food restaurant. Thus, customers would expect them to serve
the orders as quick as they could to provide fast food to
customers. Serving their customers orders longer than it should be
may lead to customers dissatisfaction.5
04ALTERNATIVE COURSE OF ACTIONTen-minutes to serve the order The
policy that sets out the rule to serve the customer orders in less
than or within ten minutes. This can be better achieved if foods
are pre-cooked even before orders were taken from the
customers.6
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESThe foods
will be prepared faster.It may result to inconsistencies in the
quality of their products due to pressure to attain the policy.
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESPotential for
providing better quality customer service.Inconsistencies in the
product could result to customer dissatisfaction
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESIt could
result to increase in number of customers because of the
satisfaction it gives towards its customers.Unexpected
circumstances that could deter the flow of production like
machinery and utility shutdown, and insufficient ingredients.
ALTERNATIVE COURSE OF ACTION2. Hire more employees in order to
sufficiently cater customers needAnother way to quicken the service
of the company is to consider hiring more employees so that the
needs of the customers will be properly and hastily be taken care
of.
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESMore
workforce increases productivityHigher cost means increased
expenses
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESMore customer
needs will be accommodated due to increase in workforceIncreased
labor force to manage. Less attention are given to each employees
by the management
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESGives more
stability to the companys workforce which gives positive feedback
to investors.Inefficiency which threatens the stability of
workforce. It could lead to employees not doing their job
properly.
ALTERNATIVE COURSE OF ACTION3. Pre-order before reaching the
counterOne way to quicken the pace of serving the orders of the
customers is to assign an employee to get the orders before
reaching the counter. This could make the customer feel like he is
given attention by the management. This will improve
customer-employee relationship.
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESThere will be
smooth process in ordering.There might be inconsistency with the
food that has been prepared and what is actually paid by customers
in some circumstances .
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESCustomers
patience will boost since their order will be accommodated
earlier.Increased in labor force means additional cost.
ALTERNATIVE COURSE OF ACTIONADVANTAGESDISADVANTAGESThe employees
in the kitchen area can prepare the food earlier, thus, orders will
be served earlier.Redundancy of task or work (by the employee
getting the order and the cashier)
05DECISION MAKINGIt is important to weigh the benefits and the
costs of each course of action to make the best decision. After
considering the costs and the benefits, we have come up with the
decision that the best alternative course of action is to hire
adequate employees to serve the needs of the customers. It is also
important to train them well and inform them of the job
qualifications necessary in doing their job. Management should
regularly evaluate and monitor the employees job performance.
18
06PLAN OF IMPLEMENTATIONPresent the selected plan to the
management for approvalRecruitment and Hiring of qualified
employeesEmployees trainingProper dissemination of the new
policyCommunicate with its subordinates and encourage them to
cooperate with the management goalEvaluation of the policy19
07CONTINGENCY PLANIt is also important for management to make a
plan B in case things dont turn out as planned. The management
should have a contingency plan that would back up the original plan
especially if things go wrong. It is necessary to have plan B so
the efficiency and effectiveness of the daily operations would not
be affected by sudden events.20
CONTINGENCY PLANOur proposed plan B is to assign an employee to
get the pre-orders before reaching the counter. The crew may get
order from customers in queue and write it down in a piece of paper
and let the customer present it to the cashier to facilitate the
getting of orders. The customers may add additional orders if they
decide to.21
CONTINGENCY PLANAnother way is to have the management evaluate
employee performance to improve their way of serving customers.
Evaluation may be done weekly or monthly to assess employee
performance. This could make them motivated in doing their
job.22
