Service Management Analysis: Jollibee and Orchard Cafe in Singapore

This report provides a comprehensive analysis of the service management practices of Jollibee Singapore and Orchard Cafe. It begins with an overview of Jollibee, including its company information, service styles, menu, and operational aspects, such as staff services and sequence of service. The report also includes an analysis of Orchard Cafe, covering company details, floor plans, service styles, menu, and staff service. The report highlights key aspects such as customer satisfaction, food quality, and operational efficiency, identifying areas for improvement in both establishments. Recommendations for enhancing service quality, staff training, and overall customer experience are provided, with references to relevant research and industry practices. The report concludes with a summary of findings and suggestions for future development in the fast-food and hospitality sectors, emphasizing the importance of continuous improvement to meet evolving customer demands.

Jollibee Singapore
Service Management

CONTENTS
• Company Information
• Service Styles
• The operations and menu
• The staff services and the sequence of service
• Recommendation
• Conclusion

• It is one of the largest fast food chain of
Philippines.
• It was started as an ice-cream parlour by Tony
Tan
• The company has expanded in Singapore,
Canada, Macau, Vietnam, Saudi Arabia , UK and
others.
• The customer satisfaction has been the vision of
the organization.

The outlet and the menu

Physical ambience
• Cleanliness- management takes care of the
hygiene and the cleanliness of the store.
• customer demands – They provide Fresh
Food required by them.
• The effectiveness of the operation- customer
focus, humility to listen and learn ,speed with
excellence

Service style
New Bramches-Woodlands, Paya Lebar, Lucky
Plaza, Jurong, Nuvvaina and Punggol and
Suntec City
Quality of food – 10
Portion-= 5
Price- 8
Delivery – 7

Menu plan of Jollibee

The staff services
• Long waiting hours
• Wrong order taken
• Rude staff behavior
• Closed max counters on peak hours
• Less proportion served
• Untrained staffs

Staff service

Recommendation
• Firstly, the staffs should be valued and
rewarded
• There has to be proper training for the
employees

Recommendation
• There should be proper communication skill
training for helping the employees
• The staff should be provided with a
constructive feedback regarding the
performance