1.

Case background-video
2.
Introduction
**All: Sunshine Enterprises: Its more fun under the sun
3.
Problem
Ayesha: With the case background presented, our group came up with the main problem
**All: How can Abby improve its quality management while planning for the expansion?
Dheeya: Moreover, we also aim to answer the secondary problem: What actions should the
management take to resolve the current $25 dollar dilemma?
4.
Assumptions(Amenah and Xandra)
Xandra: Before analyzing the case further, we present the following assumptions.
Amenah: The fact that Mr. Otter said that he cannot do anything further about the $25 dollar
complaint due to missing documents, we assumed that there is a problem in record keeping.
Xandra: Because of the credit crunch and high judicial foreclosure rates, we analyzed the case
in the year 2009.
Amenah:

Also, all 6 branches are located in Southwest Florida. (map, reputation in SF,

expansion in Orlando, Tampa)

Xandra: Sunshine Enterprises currently does not use lean operations.
Amenah: Due to the customization of the business to its diverse local needs, we assumed that
each restaurant has a unique name.
Xandra: Lastly, we assumed that the customer is drunk
5.

Analysis

Ayesha: company strategy and cost benefit analysis of expanding

Dheeya:the 25 dollar problem and Value chain perspective
Amenah: Lean operation, Six sigma and customer satisfaction model

Xandra:Gap Model
1: The group used the Gap Model as one of the analysis tools to identify possible gaps on
quality management that can occur in Sunshine Enterprises.
2: First is the Knowledge Gap. Management can perceive that the customer expects and wants
delicious and affordable food. But in reality, the customer is more concerned with the treatment
and responsiveness of personnel.
3: Second is the Standards Gap. Management perceives a target level of quality standard. But
the training and guidance of personnel and feedback is not well implemented.
4: Third is the Delivery Gap. Management may train personnel to react fast to failsafe problems,
but it is not specified not fast.

5: Fourth is the Communication Gap. Sunshine Enterprises may look clean and its menu may
look filling and delicious in promotional materials, but in reality the restaurant is dirty.
6: Last, is the Service Gap. This arises when customer misinterprets the intention of
management. An example would be personnel keep on asking the customer for anymore
concerns, but the customer may interpret that the personnel is annoying and just want additional
tip.
7: Known for customizing its business for diverse local needs, Sunshine Enterprises reputation
in Southwest Florida for superior service and food quality shows that it has addressed these
gaps.
6.

Recommendation

Dheeya: with this, we offer

**All: ERIK
**E-Ayesha Ensure to resolve Mr. Otters $25 dollar customer complaint
**R-Dheeya Revamp the old payment scheme
Through this payment system, the waiter will bring the equipment to the table and allow the
customer to swipe and enter the pin. It will also allow the customer to see and check the inputs
made by the waiter. In this way, the customer can see if the inputted bill and tip is correct. This
will also be integrated to the ERP system. This small equipment is feasible since it will not cost a
lot considering the current trends in technology.
**I-Amenah Implement lean operation
1.

Sunshine Enterprises should utilize a JIT system.

**K-Xandra Keep up with the ERP Trend

1: Sunshine Enterprises having 6 restaurants with the plan of expansion must consider using
ERP, also to complement it with the proposed use of Lean Operations.
2: Being in the business for decades, the firm must scrutinize its resources and capabilities for
its implementation to competitively compete in the market.
3: It is about time that Abby must think of integrating business functions into one information
system to efficiently and effectively utilize its business potential while expanding.
4: ERP involves integrating and automating order fulfillment, billing, Customer Relationship
Management, Human Resources, Supply Chain Management and others.

5: Real time information to be derived here is accessible, reliable and easily shared that can be
used in management decisions such as inventory purchasing and CRM which in return will
enhance productivity.
6: ERP addresses issues such as lack of cohesion between departments, integration of
company resources and information, database for company records and accessibility and work
flow for all employees.
7: There will be a centralized database where information can be accessed anytime.
8: With the possible expansion of the six restaurants in Southwest Florida, ERP will be favorable
in managing huge amounts of information that will in return produce data for Abby and
managements decision making.

7.
Lessons learned
-Customer Satisfaction
-The customer deserves an explanation. The customer deserves an acceptable reason
explanation: The key to companys success is customer satisfaction. Just like in love, the
manager should try to explain and reconcile the problem with the customer.
In a relationship, may tampuhan at walang perfect relationship. But you can always try to
improve and reconcile your differences
explanation: In running a business, we can try to offer the best but we can still fail. There will
always be room for improvement

once satisfied, theyll crave for more

Trust! Big word

You can try to offer everything, but you can still fail and get hurt.

-Technology

Technology in business is like love, it must be changed or updated from time to time.
Sometimes we need to let go of our past such as the usage of traditional systems and veer
away to more advanced ways such as the lean operation and the ERP.
Technology is also like breaking up with someone. It causes drastic changes in our life.
Just like the lean operations and ERP, its integration of data in one information system causes
drastic changes in the operations of the company.
Try to fix, before you move on
Before a company can expand, it needs to first attain stability. Although expansion is a dream
for most companies, they should never lose sight of their priorities of customer satisfaction in
attaining that goal.
Ang mundo ay isang malaking Quiapo. Maraming snatcher, maaagawan ka. Lumaban ka
The business world is a competitive industry. A player in the game should make sure that the
company provides the quality service that the customers are looking for because the danger of
losing them to better and more advanced businesses is always there.