CHAPTER 6
ACTIVITIES
Quitor, Marjorie M.
BSHM 2C
HPC 4
Name: QUITOR MARJORIE M. Course & Year: BSHM 2C
Date: November 9, 2021 Score:
Intended Learning Activities #5
Task: Answer the following questions. Write you answer on the space
provided.
1. Define customer service management. Discuss your answer.
Customer service management is the art of providing the best possible
service to your customers. Customer service management is a supply chain
management process that serves as the company's public face. It necessarily
requires intense focus on comprehending customers' wants and needs, and then
translating that understanding into specific operational capabilities and
procedures.
2. Explain Market Orientation and Order delivery Lead Time.
Market orientation is an approach to business that prioritizes
identifying the needs and desires of consumers and creating products and services
that satisfy them. Companies that have a market orientation consider the opinions
and needs of their target market as a critical component of their research and
development for new products. Order delivery Lead time is the amount of time it
takes for a process to complete from start to finish. During the pre-processing,
processing, and post-processing stages, companies evaluate lead time in
manufacturing, supply chain management, and project management. They can
determine where inefficiencies exist by comparing results to established
benchmarks.
3. Identify limitations for customer satisfaction. Expound.
Limitations for customer satisfaction include the following:
o Customer satisfaction is not necessarily a measure of overall value or
quality of the firm and its offerings.
o Satisfied customers are not necessarily loyal customers.
o High customer satisfaction may not deliver increased profitability and may
even have a negative financial impact due to the firm over-delivering
increased customer value.
o Existing customers will adjust their expectations to the value regularly
being delivered, resulting in most customers being “just satisfied”. This
means that it is difficult to maintain very high satisfaction scores over a
long period of time.
o High customer satisfaction scores may be simply a reflection of low
expectations of the firm.
o There are other better marketing measures that may be more appropriate
than customer satisfaction which include loyalty, customer profitability,
word-of-mouth potential and others.
Assignment
Task: Enumerate at least three quality issue experiences in global outsourcing. Explain
and site some examples. Write your answer on a separate sheet and attach it here.
➢ The Contract is poorly understood by both parties.
Both the client and the service provider have multiple team members
attempting to manage the initial implementation activities and ongoing operations
after signing the initial contract. The client's staff may be learning the terms of the
agreement for the first time, may be emotionally invested in the decision to
outsource, and may have personal opinions about what the service provider should
(and should not) do. The service provider's team members are new to the
transaction as well, and they may bring a perspective of "this is what we did in my
last deal" without fully comprehending the nuances of the specific agreement that
has been negotiated.
➢ The client-retained team lacks the necessary skills.
Even if a client hires a retained team to oversee the outsourcing process
and ongoing operations, the team may lack the necessary skills for their new
roles. For example, according to data gathered by TPI’s Governance
Benchmark database, client-retained organizations often have 60 percent of
staff assigned to the governance organization that have no prior outsourcing
experience. 40 percent of clients in the benchmark did not provide any initial
training for the governance team assigned to manage the agreement. And only
20 percent of clients feel like they provide enough ongoing training for their
governance team.
➢ Poor Knowledge Transfer
Existing employees and contractors who provide services to the client
organization face uncertainty as a result of outsourcing. Because of the
uncertainty, this staff may look for work elsewhere and leave before or during the
outsourcing implementation, necessitating the need to backfill the resource or
reduce the amount of work done by the organization. In addition, during the
implementation, some of the client's staff is hired on a temporary basis to assist
with knowledge transfer to the service provider. If employees aren't properly
motivated, or if the service provider doesn't do a good job of knowledge transfer,
service delivery efficiency will suffer, and operational risk may arise.
Name: QUITOR, MARJORIE M. Course & Year: BSHM 2C
Date: November 10, 2021 Score:
Intended Learning Activities #6
Task: Answer the following questions. Write you answer on the space provided.
1. Define outsourcing. Discuss your answer.
Outsourcing is the practice of hiring outsiders to perform services and
create goods that were previously performed by the company's own employees
and staff in-house. Outsourcing's biggest advantages are time and cost savings.
This practice allows businesses to lessen the labor costs which includes the
employee salaries, overhead, equipment, and technology. Businesses also use
outsourcing to focus on the core aspects of their business while outsourcing the
less critical operations to outside organizations. But on the other side,
communicating with outside providers can be difficult. And aside from this, security
threats might occur when multiple parties have access to the sensitive information
of the company, which might delay the completion of their projects.
2. Identify the kinds of outsourcing. Explain and give examples.
a. Business process outsourcing (BPO)- it is the practice of contracting a
specific work process or processes to an external service provider. The
services can include payroll, accounting, telemarketing, data recording, social
media marketing, customer support since they are performed similarly from
company to company. Typically, an organization begins by identifying a
process that is required for its operations but not part of its core value
proposition in the market; this step necessitates a thorough understanding of
the organization's processes as well as strong business process management.
b. Knowledge Process Outsourcing (KPO)- is the outsourcing of core,
information-related business activities. It is the allocation of relatively high- level
tasks to an outside organization or a different group possibly in a different
geographic location within the same organization. KPO entails contracting out
work to people with advanced degrees and specialized knowledge in a field.
Workers from a different company or a subsidiary of the same company can
handle the information-related work. To save money or other resources, the
subsidiary could be in the same country or offshore.
3. Discuss some at least three potential risk to outsourcing.
➢ The issue of trust
If the business is at the stage of considering whether outsourcing
business processes is a good idea, trusting someone located thousands of miles
away will probably be one of the risks that will cross on their mind. Just for example
when the business considers the maturity of the company, it may be a risk for them
to trust when the company is not that long in the market. They think the company
might not work well since they are not used to work on it. Therefore, the business
will potentially lack trust on that particular company and will then have an issue on
trusting them.
➢ Confidentiality and Intellectual property
The issues about confidentiality and intellectual property is also one of the
risks in global outsourcing. The security about their data are their concern on this.
Since in most situations, when the businesses outsource, they need delegate part
of their IT infrastructure to another company. In doing so, they hand over sensitive
information that includes processes, employees’ details and other important data
to the outsourcer. So, it is usual that they may worry about the risks on the
outsourcing provider who handles their resources security.
➢ The time zone differences
When a business works with a global outsourcer, a time zone difference
may become an issue if not handled correctly. It’s not a problem if the time zone
difference is a couple of hours. When the time zone difference constitutes long
hours, something that amounts to a whole business day, collaboration with the
development team may be shifted. This will be a risk when the workers are not
collaborative enough and does not engage and connect on the information that
they need to get the work done.
Assignment
Task: Visit any hospitality industry in your area and interview the manager/s and ask them
how they document and analyze processes. Write a one-page report to document your
visit. Attach your output here.
McDonald's is the largest fast food restaurant chain in the world, as well as a major
global foodservice retailer. They employ a limited menu, labor division, a homogenous
product, assembly-line strategy, and task grasping to enable specialized skills, all of
which are used to a practical concept that is hidden from the customer. McDonald's
provide great fast food service because of product quality and customer happiness.
McDonald's has had a service concept centered on first-class quality, value, and
cleanliness since its beginnings, and it has become an important service direction in the
company's marketing activities. Most importantly, the service concept is facilitated by the
employees who reveal positive attitudes and commitment aimed to customer satisfaction.
In this case, McDonald's restaurants concentrate on attracting and employing the best
and at the same time offer the finest place to work.
The company embraces strict sanitary principles to keep a clean kitchen and dining
environment. McDonald's aims to offer distinctive service quality and high value to its
customers as it is broadly recognized that the service quality is a major aspect in defining
the accomplishment of a company. The company has a belief that it is more convincing
in marketing the brand by using the service concept along with the service operation.
McDonald's has numerous service operations. Now, McDonald's is adopting the
service operations aimed to generate outstanding experiences for its customers by
product, place, price, promotion and people.
McDonald's follows its own set of policies and procedures. In fact, it focuses on
many topics like as health, labor protection, and the environment. McDonald's has
struggled in the past when the economy has been impacted by inflation and exchange
rate fluctuations. As a result, clients are at a loss for what to do with their fast food
restaurant bills due to their various budgets.
WORKSHEET
3 and 4
Quitor, Marjorie M.
BSHM 2C
HMPE 1
Kiddie Birthday Party
MENU PROPOSAL
150 guests
PASTA
Filipino-style Spaghetti
MAIN DISH
Cordon bleu
Crispy Fried Chicken Tenders
DRINK & DESSERT
Mango Juice
Coated Fruit Skewers with Mallows
RECIPE COST WORKSHEET
NAME OF RECIPE: Filipino Style Spaghetti STANDARD YIELD: 10 DESIRED YIELD: 150
INGREDIENTS WEIGHT/ UNIT COST TOTAL COST WT./ FACTOR TOTAL TOTAL
VOLUME/ CTS SERVING WT./VOL COST
Fiesta Spaghetti ¾ kg – 750 g P70.50 / kg P52.86 75g 15 11250 g P792.90
Oil ¼ c – 60 ml 62.50/ L P3.75 6 ml 15 900 ml P56.25
Onion .05 kg - 50 g 150 / kg P7.5 5g 15 750 g P112.50
Garlic .05 kg - 50 g 140/ kg P7 5g 15 750 g P105
Ground Pork ½ kg – 500 g 220/ kg P110 50 g 15 7500 g P825
Tomato sauce ¾ kg – 750 g 72.35/kg P54.26 75 g 15 11250 g P813.90
Salt ½ t – 2.50 g 32/ 500g P0.16 0.25 g 15 37.50 g P2.40
Ground Pepper ½ t – 2.50 g 75/ 35g P5.36 0.25 g 15 37.50 g P80.40
Cheese .90 kg - 90 g 66/ 165 g P36 9g 15 1350 g P540
Evaporated milk 1 c – 250 ml 40 / 410 ml P24.39 25 ml 15 3750 ml P365.85
TOTAL 250.50 g P3694.20
NAME OF RECIPE: Cordon Bleu STANDARD YIELD: 10 DESIRED YIELD: 150
INGREDIENTS WEIGHT/ UNIT COST TOTAL WT./ FACTOR TOTAL TOTAL
VOLUME/ COST SERVING WT./VOL COST
COUNTS
Boneless, skinless 1 ¼ kg – 1250 g P200 / kg P250 125 g 15 18750 g P3750
chicken breast
Ground Pepper ¼ t – 1.25 g 75 / 35 g P2.68 0.125 g 15 18.75 g P40.20
Garlic Powder 2 T – 28 g 60 / 35 g P48 2.8 g 15 420 g P720
Onion powder 2 T – 28 g 60 / 35 g P48 2.8 g 15 420 g P720
Swiss cheese slices .34 kg - 340 g 69 / 250 g P93.84 34 g 15 5100 g P1407.60
Ham ¼ kg - 250 g 70 / ¼ kg P70 25 g 15 3750 g P1050
Oil 1 c – 250 ml 62.50 / L P15.63 25 ml 15 3750 ml P234.45
All-purpose flour 0.2 kg - 200 g 80.75 / kg P16.15 20 g 15 3000 g P242.25
Egg 4 pcs. 84 / dozen P28 -- 15 60 pcs. P420
Breadcrumbs 0.2 kg - 200 g 36.25/230g P31.52 20 g 15 3000 g P472.80
TOTAL 254.73 g P9057.30
NAME OF RECIPE: Crispy Fried Chicken Tenders STANDARD YIELD: 10 DESIRED YIELD: 150
INGREDIENTS WEIGHT/ UNIT COST TOTAL WT./ FACTOR TOTAL TOTAL
VOLUME/ COST SERVING WT./VOL COST
COUNTS
Boneless skinless 1 kg – 1000 g P200 / kg P200 100 g 15 15000 g P3000
chicken breasts
All-purpose flour .15 kg – 150 g P80.75 / kg P12.11 15 g 15 2250 g P181.65
Egg 3 pcs. P84 / dozen P21 -- 15 45 pcs. P315
Ground Pepper 1t–5g P75 / 35 g P10.71 0.5 g 15 75 g P160.65
Oil 1 ½ c – 375 ml P62.50 / L P23.44 37.50 ml 15 5625 g P351.60
Salt 1t–5g P32 / 500 g P0.32 0.5 g 15 75 g P4.80
Breadcrumbs .15 kg - 150 g P36.25/230g P23.64 15 g 15 2250 g P354.60
Prepared mustard 3 T – 45 ml P80/200 ml P18 4.5 ml 15 675 ml P270
TOTAL 173 g P4638.30
NAME OF RECIPE: Coated Fresh Fruit Skewers STANDARD YIELD: 10 DESIRED YIELD: 150
INGREDIENTS WEIGHT/ UNIT COST TOTAL WT./ FACTOR TOTAL TOTAL
VOLUME/ COST SERVING WT./VOL COST
COUNTS
Grapes ½ kg – 500 g P140 / kg P70 50 g 15 7500 g P1050
Melon ½ kg – 500 g P120 / kg P60 50 g 15 7500 g P900
Banana 1 kg – 1000 g P100 / kg P100 100 g 15 15000 g P1500
Pineapple chunks 0.4 kg – 400 g P47.50/432g P43.98 40 g 15 6000 g P659.70
Marshmallows ¼ kg – 250 g P145 / kg P36.25 25 g 15 3750 g P543.75
Chocolate syrup ½ c - 100 ml P59/150 ml P39.33 10 ml 15 1000 ml P589.95
TOTAL 275 g P5243.40
NAME OF RECIPE: Mango Juice STANDARD YIELD: 10 DESIRED YIELD: 150
INGREDIENTS WEIGHT/ UNIT COST TOTAL WT./ FACTOR TOTAL TOTAL
VOLUME/ COST SERVING WT./VOL COST
COUNTS
Powdered Mango .06 kg - 60 g P87 / 125g P41.76 6g 15 900 g P626.40
Juice
Water 1 G – 3840 ml P72 / G P72 384 ml 15 57600 ml P1080
Ice cubes ½ kg – 500 g P15 / kg P7.50 50 g 15 7500 g P112.50
TOTAL 440 ml P1818.90
Market List
Ingredients Specification Price
Spaghetti Pasta Fiesta P70.50/kilo
Oil Premium 62.50/liter
Onion Red 150/kilo
Garlic Fresh 140/kilo
Ground Pork Fresh 220/kilo
Tomato sauce Del monte 72.35/kilo
Cheese Eden 66/165 g
Salt Iodized salt 32/500 g
Boneless, skinless chicken breast Fresh 200/kilo
Black Ground Pepper McCormick 75/35 g
Garlic Powder McCormick 60/35 g
Cheese Sliced cheese 69/250 g
Ham Swift 70/250 g
All-purpose flour White King 80.75/kilo
Egg White Medium Egg 84/dozen
Breadcrumbs Good life 36.25/230 g
Grapes Violet 140/kilo
Melon Fresh 120/kilo
Banana Lakatan 100/kilo
Pineapple chunks Del monte 47.50/432g
Chocolate Syrup Ricoa P59/150ml
Marshmallows Makemberg White 145/1 kg
Powdered Mango Juice Tang 87/125 g
Evaporated Milk Angel 40 / 410 ml
Prepared Mustard McCormick 80 / 200 ml
UTENSILS REQUISITION
• Plates
• Spoon
• Fork
• Platters
• Drinking Cups
• Table Napkins
• Serving Spoons
• Tongs
• Knife
• Pitcher
MATERIALS USED
• Chef’s Knife
• Mixing Bowls
• Pasta Pot
• Barbecue sticks
• Measuring cups
• Peelers
• Frying pan
• Wooden spoons
• Plastic wrap
• Meat mallet
• Cutting board
• Spatula
• Tupperware
• Strainer
Prepared by: Quitor Marjorie M.
• Saucepan
BSHM 2C
Quitor, Marjorie M. BSHM 2C
ASSIGNMENT : RESEARCH WORK
Describe the five phases of history in the field of technology and cite major
inventions and technologies that characterize each era.
Phases of History Major Inventions/Technologies
STONE AGE - Stone Age invented tools such as harpoon points, bone and
(PRE-HISTORY) ivory needles, bone flutes for playing music and chisel-like stone
flakes used for carving wood, antler or bone, hand axes, spear
points for hunting large game, scrapers which could be used to
prepare animal hides and awls for shredding plant fibers and
making clothing.
AGE OF METAL - The invention of bronze was during this age. It was used to
produce very hard, resistant objects like swords and knives.
- People often used precious metals, like gold and silver, to
make jewelries.
- They also invented new techniques for making clay pottery.
The most characteristic examples are beaker pots.
MIDDLE AGE - The development of plow/plough.
- The invention of the printing press, eyeglasses, hour glasses
and water mills.
INDUSTRIAL - Development of new basic materials, chiefly iron and steel.
REVOLUTION - The use of new energy sources, including both fuels and
motive power, such as coal, steam engine, electricity,
petroleum, and the internal-combustion engine.
- The invention of new machines, such as the spinning jenny
and the power loom that permitted increased production with
a smaller expenditure of human energy,
- A new organization of work known as the factory system,
which entailed increased division of labor and specialization of
function.
- Developments in transportation and communication, including
the steam locomotive,
steamship, automobile, airplane, telegraph, and radio
THE 20TH - There are various technologies invented during this era. Some
CENTURY of these includes radio, television, the internet, automobiles,
personal computers, vacuum cleaner and the transistor. These
are inventions which significantly contributed to the society
today.
CHAPTER 3 and 4
ACTIVITIES
Quitor, Marjorie M.
BSHM 2C
HMPE 1
QUITOR, MARJORIE M.
BSHM 2C
INTENDED LEARNING ACTIVITY
1. Differentiate what is a la carte, prixe fixe and table d’ hote menu.
On a la carte menus, customers can choose from one, two,
or several menu options. A variety of beverages, soups,
sandwiches, salads, main courses, and desserts are available.
In this menu, the dish is ordered individually. It is not a part of a
larger meal or a course of dishes. Additionally, an la carte menu
is priced differently than the rest of the menu.
Menus with two or more courses sold at a fixed price are
known as prix fixe and table d'hote menus. But in prix fixe menu,
it offers a full menu with all options for a single price and a table
d'hote meal is one where the price of the entrée is determined.
Each entree has its own price, and the entrée choice entitles
guests to choose from a menu of appetizers and a dessert menu
to round out the meal.
2. Make a sample of a la carte, prixe fixe, table d hote and alcoholic
and non- alcoholic beverage menu.
ASSIGNMENT
1. What are the knowledge needed for effective menu planning?
Conducting a SWOT analysis is one of the knowledge needed for an
effective menu planning. A standard method of cataloging key business conditions
(strengths, weaknesses, opportunities, threats), will help planner create a
multidimensional understanding of their organization and the environment it
operates in, which allows them to re-adjust their tactics and plans.
Conducting focus group studies is another method to acquire knowledge
needed for menu planning. A focus group conversation using scripted questions
can be conducted with a representative sample of local resident, this will result in
a better understanding of the local market. Aside from this, while food and
beverages are prepared or cooked, the menu planner must comprehend product
flow and logistics.
Identifying their competitive set is also needed since this lets the business
decide whether to provide similar goods and services, or to differentiate their
business.
Additionally, ingredient availability is necessary to understand when
planning menu items. Since there are menu based on changing availability, there
are high chances that it will create difficulties, such as stock outages, pricing
changes, and the possibility of customer dissatisfaction. Lastly, digital technology
can be applied throughout the research and planning steps of the menu
development process.
2. Discuss on the saying “menu planners do not need to know how to cook”.
Menu planners are the ones responsible for understanding the ingredients
used in menu items, special dietary restrictions, and appropriate cost-effective
measures for producing a quality product within budgetary constraints. They don’t
necessarily need to know how to cook since their job is to be well-versed in basic
nutrition, differing dietary needs, appropriate and palatable food pairing options
and seasonal food availability. So as for me, it is not a need for them to know how
to cook since what they just do is to be well-informed about the essential
information for their job and to do well in planning the menu.
INTENDED LEARNING ACTIVITY
(Reaction Paper)
McDonald’s SWOT Analysis
Seeing McDonald’s SWOT analysis, we can say that it is really a strong
brand which shows in its extensive global presence and financial strength. Its
brand name has been well-known in the fast food industry and is now enjoying a
high level of popularity. Although its status might have weakened in recent years,
the brand has previously performed better. Having more than 80% of their
businesses being owned by franchisers and McDonalds operating over 36,900
restaurants worldwide operating in numerous nations is definitely a great asset for
the company. This just shows that the corporation maintains a business plan that
is long-term sustainable.
Moving on to its weaknesses, as the fast food market continues to grow
every year, new entrants offering a range of different tasty products are also
coming out to rival McDonald’s. From this, McDonalds competes with a huge range
of different options. Moreover, I presume that the changing tastes of consumers is
one of their challenges and is the reason why some of their products lose its
popularity. The variety of unhealthy food on the menu is also one of the major
weaknesses of the company. Their burgers for example, even though McDonald's
offers a wide variety of burgers, most of the items in the menu choices are still
considered unhealthy. The possible negative impact of this weakness is it might
increase the media coverage regarding the negative health implications of
consuming fast foods. This will then increase consumer awareness of negative
effects of fast food on their health and as its result, the number of their customers
might decrease as time goes by.
On the other side, since fast food industry now is developing significantly,
McDonalds acquires certain opportunities in the society. One of this is the change
of lifestyle of people where it leads to the change in the eating habit of people. In
the past, people who don’t have enough time for a home meal choose fast food.
But nowadays, majority of people just love to eat fast food even they have much
time to prepare their food. It is a huge chance for fast food industries which includes
McDonalds to increase their revenues. Additionally, with some of their low-cost
menu, McDonald’s can attract customers who just have low income. This case
makes up a remarkable part, especially that global economy is struggling because
of the current situation we are facing today.
The main threat for McDonald’s is the intensifying competition and having
many brands in the fast food industry. In this situation, McDonald’s will need to
focus on quality and customers’ taste in order to maintain and increase more the
number of their customers. Since complaints are also threats because it negatively
affects their brand’s reputation and sales, they should address this issue and
provide a more quality and excellent food service. In addition to the threats on their
company, I include obesity as threats for fast foods like McDonalds. Due to their
unhealthy items, obesity cases are continuously growing. People will now be
threatened so there will be time that they will no longer patronize fast foods. To
address this, McDonalds should plan and create some nutritious and healthy food
for the consumers.
In conclusion, McDonald’s remains the world’s leading global foodservice
retailer, and posts big profits each year. However, as I have known the situation of
their company, there are still some major and minor concerns that should be
addressed and needs great solutions to maintain the success of the company.
3. What patterns can you use for future menu planning?
In preparing for future menu planning, these are the patterns that can be
used. Plan dinner meals or other entrees for entire cycle, select luncheon entrees
or main dishes, avoiding those used on dinner menu. Decide on starch item
appropriate to serve with entrée. Plan dessert for both lunch & dinner. And after
luncheon & dinner meals have been planned, add breakfast & any others,
evaluate if clientele, government regulations & managerial considerations have
been met.
4. What are the limits of relying data from a small sample?
A small sample may make it difficult to determine if a particular outcome is
a true finding and in some cases an error may occur. Moreover, relying on small
sample may also affect the reliability of data results because it leads to a higher
variability, which may lead to bias.
5. Explain the impact of information technology in the operation of restaurant
business.
Information Technology has been an advantage in the operation of
restaurant businesses especially in the situation we are facing today. Although
we are currently having the COVID-19, restaurants that quickly pivoted to online
ordering, drive-throughs, and carry out food were still able to maintain steady
business. Aside from this, mobile ordering technology provided convenience for
the customers, speeds up buying process and an efficient work time for the
restaurants as well. Information Technology have many more different purposes
in restaurants wherein it accomplishes different goals efficiently and effectively.
Three of the biggest way information technology positively helps restaurants is
with their digital food safety, employee performance, and many more.
ASSIGNMENT
1. How to generate revenues during the different dayparts of operation in the
restaurant management?
The key to continuously generate revenues lies in proper inventory
management. Calculating inventory variance helps eliminate waste, track
unused ingredients, and maximize profit. Aside from this, like all businesses,
restaurants also generate money by selling more in product than they spend.
This requires keeping prices high enough to more than cover the cost of goods
sold and labor costs. Together they make up a restaurant's prime cost which
gives them a figure to target when optimizing profit. Lastly, the easiest and most
common way to drive revenue is to adjust prices and offer specific promotions
and specials like happy hour.
