CEO: I am glad to welcome you all to this meeting. Thank you for being present.

So,
should we start with the meeting?
All: yes.
CEO: Awesome, without wasting any time lets move to agenda of the meeting
which is the performance review of two Subway branches, 1. T-Block 2.Faisal town
branch. Hadia over to you.
Marketing (Hadia): .
CEO: Miss madnia could you tell us about the branches and its significance?
Operation (Madnia): . There are a total of 14 branches in Lahore. The ones we are
focusing on today are situated in DHA, T Block and the other one in Faisal Town.
Both of these are located in commercial areas with shops, offices and banks nearby.
This gives it an edge of a prime location. Not only shoppers can access it easily but
certain employees of a nearby company, firm can come here to grab a bite. On an
average there are 10 to 15 customers during the luncheon and dinner period but on
special occasions customer turnover increases due to the special offers.
CEO: How can we attract more consumers in these areas?
Marketing(Hadia):
(Question 1 -2-18 are covered )
CEO: are their any complain we received from these 2 branches.
Customer service(Numair): As you know we have feedback forms in our branches
for our customer on which they can give there feedback. Mostly the reviews are
good but there are some complains too like there are cleanliness issues which have
to be sort out as soon as possible and we are using a single washroom for ladies as
well as gents and people do not like it in Pakistan. Moreover according to customers
feedback sometimes our service is slow as there are only 2 to 3 staff members in
these branches and they are doing multiple tasks like giving food and also doing
duty on cash counters. One of the positive things that is important to mention is
that people are happy with the friendly attitude of our staff.
CEO: Ms. Madnia (Operations)what options do we have to make sandwiches more
faster.
Operations(Madnia): On an average there are two to three workers including the
cashier (both male and female) behind the counter. They have a good pace. The
person immediately asks about your sandwich, fills the customer on certain
information and then promptly begins with the preparation of the sandwich. The
bread along with the cheese goes into the oven first (if thats the order) and then

sauces are poured as instructed by the customer. This then gets passed on to the
cashier who deals with the bill. This entire process occurs efficiently.
.
CEO: Okay that looks practical enough. Mr.Usman as numair told us that there are
complains about washrooms, why is it so.
Human resource(usman):

There are some issues of washrooms. But most importantly, there is a single
washroom for gents and ladies due to which many customers have to wait.
Some face problem because they are with their kids.
Secondly, washrooms were not mopped properly and the placement of
shower, toilet tissue paper and bin wasnt appropriate. But we are taking
measures to make these problems right.

CEO: Mr Usman(HR) what necessary training are required to make staff much more
efficient.

Staff should be trained to get well uniformed

They are not effective in communication therefore the staff at the shelf needs
to have good communication and listening skills.
As many people doesnt know what to add in the sandwiches, the staff should
know how to evaluate the taste of the customer and recommend the
ingredients accordingly
Although, they need to be trained to perform all types of operations (mix
tasks) but still there should be job specialization in order to complete the
orders efficiently and effectively.

The staff is working efficiently and effectively but sometimes staff on their
duties do not have smiles on their faces. Therefore we are training them to
keep smiles on their faces to make the customers feel special.
Currently there are no doors openers and greeters to guide suitable place to
sit according to the number of customers. We are allocating some staff and
giving them training for the guidance, assistance and welcoming the
customers
Moreover, If there is a queue, customers will be given a token and will be
requested to wait.

CEO: what necessary advice are given to staff to handle Angry customers.

Employees are trained to stay calm and confident if an angry arrives there.
They are advised to analyze the problem and who is the main cause of the
problem (customer, staff, delivery boy) and then they are advised to deal
with customer accordingly

HR(Usman): video learning outcome shown by maam in class. Its also in book.
(https://www.mindtools.com/pages/article/unhappy-customers.htm)
CEO: well thats great and iam really happy to hear how you train employees to
handle customers who get rude or angry for variety of reasons- some justifies and
some are not. Since we are in business to serve customized sandwiches sometimes
there can be some misunderstanding. But how you respond makes the difference.
Customer satisfaction.
(Question 3-15-19-20 covered)
CEO: lets move on to the next point. Ms. Hadia what steps have we taken as far as
dcor, sitting area is concerned to keep customer comfortable.
Marketing(Hadia): .
Operations(Madnia): Western music is played. The volume is low. The music is soft
in nature. Temperature control varies according to climatic conditions. Both music
and temperature can be changed as par the request of the customer. Energy savers
of off-white colour are used and averages of 12 to 15 lights are used to illuminate
the place. All of them are ceiling lights.

CEO: MR.Numair did you ever received complains from these 2 branches regarding
dcor sitting area and temperature control.
Customer service(Numair): We have used bright colors on walls like yellow and red
in our branches which go with our brand colors. Sitting area include a couch and few
tables with chairs. Complain that we have received regarding sitting are is that the
chairs are not much comfortable while customers like to sit on couch which is much
comfortable as compared to chairs but we have only one sofa per branch and other
sitting area includes chairs that are not comfortable as per customer feedback.

CEO: Does your staff arrange chair and tables according to customer demand and
what your staff do to keep environment energetic.
Human resources(Usman):

The staff arrange chairs, tables and sofas accordingly but some of the
customers didnt like it due to their placement
The color schemes on the walls are according to the logo of the subway
(Green & Yellow) which gives the customer a fresh feeling. Moreover,
paintings of fresh vegetables, sandwiches and other ingredients are placed
on the wall. These paintings demonstrates our motive.
Lightening is very lively on each table and sufficient for everyone
Customers are free to celebrate their birthday parties. All the dcor is on the
customers, only order will be served by subway. You just have to mention the
management prior to make the plans smoothly.

(Question 4-5-11 are covered)

CEO: oky thats good. Iam really curious to know about most hit sandwiches and
taste of people living in defense and faisal town and why. Ms Hadia what your
experience say about this
Marketing(Hadia): explain about line of sandwiches. Daily specials(weekly deal). .
Subs:chicken teriyaki,Italian BMT etc).. Also talk about competitors
CEO: Ms Madnia How these sandwiches are made. What makes them special?
Operations: The sandwiches are made entirely by the choice of the customer. The
choice of bread includes Italian, Wheat, Honey Oat , Parmesan Oregano and
Sesame. The sauces include Ketchup, honey mustard, sweet onion, yellow mustard,
vinegar, mayonnaise, olive oil and Chipotle SouthWest. The vegges include
tomatoes, lettuce, cucumber, peppers, onions, pickles, olives and jalpenos. The
variety of drinks that are available include red bull, coke, diet coke, sprite zero,
pulpy orange, fanta and kinley water. Sides include chips and cookies. The entire
process is at the discretion of the customer.

CEO):Are there any Hit sandwiches on special occasions (Valentine) and how things
are handles during peak hours
HR(Usman):

On special occasions (valentine) we have a deal of buy one get one free. Our
hot sandwiches are Tuna, Chicken Teriyaki, Steak and Cheese, Chicken tikka,
Chicken BBQ. Operations are handled effectively now at peak hours like In the
evening and night. Moreover, on the occasion of football, cricket or any other
matches, a large LED with a 46 inches display is mounted on the wall in the
center of the sitting area so that it is visible to everyone. And everyone can
enjoy their meal while watching the match.

(Question 6-7-8 are covered)

CEO: as we are getting more popular and customer turnover in increasing each
year, many recommendations were floating to me from many branches to open up
take away system. Let me have your take on that.
Numair(Customer service): In my opinion this idea of take away wont help us as
our branches location are not suitable for that as our branches are located in
commercial areas with markets surrounding us Second point is we are offering
customized sandwiches to people and they like to the sandwich to be made in front
of them according to their choices so I think it is not feasible but we can do a survey
regarding this idea by taking input from our customers.
Usman: Parking area.

Parking is small i.e. 4 cars can be parked outside and 4 cars on the opposite
of subway in T- Block DHA branch. Whereas, almost 8 10 cars can be parked
outside FAISAL TOWN branch. We are working on this issue so that customer
turnover also increases and they feel convenient when coming over here.
Moreover, we are looking forward to introduce valet parking.

Hadia: popularity of adjacent hotels. T-block susbway-Hotspot, chao,sweet tooth,

red bar). How their customer effects our parking space.
CEO: Ms Madnia would you like to add anything on this
Madnia: Madnia: I have an idea of increasing our target customers by including kids
meal. We can also include veggie nuggets and milkshakes.

CEO: Okay. So we will start our research next week for take away system. As of
today we start with our monthly cleanliness checks. (I will add some more
recommendation which you guys will give in the ending statement).
CEO: thankyou all for your attendance we will discuss the financial consideration for
the proposed solution in our next meeting Insha Allah, the schedule of which will be
emailed to you soon.