Cases, Marie Charlene G.

K32 January 20, 2019

1. Jus & Jerry’s is a Chinese fast food chain that started its operations in the year of 2010. It first
opened in the EGI Taft Tower, Metro Manila and slowly branched out to more locations. As of
2019, there are a total of four branches that are in Metro Manila, Caloocan, Pasay, and Imus
Cavite. Other than its walk-in transactions, Jus & Jerry’s offers delivery services but is only limited
to the vicinity of the Metro Manila branch.

Service Blueprint of Jus & Jerry’s

Customer
Arrive Line-up Order Eat Leave
Actions

Line of Information

Contact Cashier takes Counter staff Staff cleans and

Persons orders and calls the queue clears table
sends number and
information to customer goes
- - Kitchen for to the counter to
preparation. take ordered
Cashier gives food
customer queue
number

Line of Visibility

Backstage Kitchen staff Dishes are

Contacts - - prepares - washed
ordered food

Line of Internal Interaction

Support When lines are

too long,
counter staff
individually take
- - - -
orders from the
queue and
gives slip to the
cashier

Moment of truth #1: Queueing line/Order system

Experience Detractors Standard Expectations Experience Enhancers

1. One - two long lines for one
cashier.
2. 5 minutes waiting in line just
to give order.
3. Rude and/or unfriendly
cashier taking order.
1. Two - three customers in
queue before me.
2. Approachable feeling can be
felt from the cashier taking
order.
1. No queueing line upon
arrival at the branch.
2. Enthusiastic and friendly
cashier.
Moment of truth #2: Serving system
Experience Detractors Standard Expectations Experience Enhancers

1. Ten minutes of waiting for
queuing number to be called
to get prepared food.
2. Food proportion is far too
small compared to what is
advertised/marketed.
3. Unaccommodating staff
when asking customers are
asking for assistance.
1. Five minutes of waiting for
queueing number to be
called to get prepared food.
2. Food proportion is just as it
seems from advertisement
or what is marketed.
3. Staff are accommodating
when customers are asking
for assistance.
1. Ordered food is immediately
served.
2. One - two minutes of waiting
for queueing number to be
called to get prepared food.
3. Food proportion is more than
what it seems from
advertisement or what is
marketed.
4. Staff efficiently addresses to
customer concerns and/or
enthusiastically assists
customers when asked.

2. These observations and recommendations are focused on the Metro Manila branch.

Problem: Long and slow queue lines on peak hours (lunch and dinner, approximately 12:00 NN
- 1:00 PM and 6:30 - 8:00 PM)
Observation: The branch’s mainly markets to students given its location which is right beside a
university. Despite this, the branch currently has only one cashier that gathers order information. It
originally had two cashiers but was reduced to one in the year of 2017 for undisclosed (to public)
reasons.
Recommendation: Applying the rule of backup, adding one more cashier would be best. Although this
will cost the establishment, having two cashiers will surely lessen the queueing lines on peak hours
which is a MOT of the branch and subsequently increasing customer satisfaction. In addition,
although it may need to be tested to be proven, two cashiers may effectively increase the sales of the
branch.

Problem: The portions of the food that they serve are inconsistent.
Observation: It is observed that when ordering a meal, the servings are never consistent. One almost
never gets the same amount when a customer orders the same thing on a different time/day.
Recommendation: The branch may adopt a food portion control system, instead of relying on
estimates (tansyahan) as this is prone to error and inconsistencies. Some examples of a portion
control tools are portion scales and food dishers. Please take note that his recommendation has no
solid foundation since the branch’s kitchen was not examined and properly observed.

Problem: Slow serving times.

Observation: Given the nature of their business, which is fast food, their serving times are relatively
slow compared to other fast food joints (Tori Box, Jollibee, McDonald’s, Rodics) that compete with
them in the area.
Recommendation: Recalculate the number of kitchen staff really needed to operate the kitchen
processes in order to assemble orders efficiently. In addition, reevaluate the current order process
and kitchen flow whether these two workflow processes are effectively complementing one another.
Based from the results of these revaluations, the establishment may adopt a new workflow process
that may effectively improve their system. A solid recommendation of a new possible process cannot
be determined since it requires thorough examination and observation of the establishment which is
not available (as of the moment).

References:
Jus and Jerry’s. (n.d.). In Facebook [Local Business or Place]. Retrieved January 16, 2019, from
https://www.facebook.com/jusandjerrys/
Webstaurant Store. (2018). Portion Control Tools for Restaurants. Retrieved from
https://www.webstaurantstore.com/article/289/portion-control-tools.html
Zomato. (n.d.). Jus and Jerry’s. Retrieved from https://www.zomato.com/manila/jus-jerrys-malate-
manila