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Written Case Analysis of Hamburger Plus

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Rodel Ngoho

on 31 August 2014

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Transcript of Written Case Analysis of Hamburger Plus

A Written Case Analysis of
Hamburger Plus

I. Background of the Case
Despite of its promising outcomes, there are members in the management team who are not in favor of Creative:
II. Main Problem
General Problem
III. Discussion
I. Background of the Case
Due to a rapid decline in sales and bulk of customer complaints from branch to another, the Hamburger Plus, along with its global operations, is planning to make its operations digitally mastered through a system called Creative.
Creative is an ambitious multimillion dollar project which would allow Hamburger Plus management to monitor and actively see how many of its products are being consumed at any of its stores at any time. Furthermore, management can see if a customer in a particular outlet is being served at the desired number of minutes. However, creative’s cost would mean a 200% reduction in stockholders’ shares plus closing down at least 300 of its outlets within the next 5 years.
VP of Operations
It is not worth it. Everything will just go down the drain. It will not deliver what it is supposed to deliver, adding to the fact it is costly.
Employee A
The faltering customer service is due largely to slow flipping of burgers or sluggish cooking of burgers. Customers are so irritated by the long lines and long periods of waiting time before burgers are served.
Stockholder A
Hamburger Plus hasn’t introduced another hit product in the likes of burger patty strips in 1985. Its signature burger, the ever famous Jumbo Hamburger is already 35 years old.
Majority of Stockholders
They believe that Creative is not the answer for sluggish customer service provided by the service crew.
Despite the objections, the CEO is very optimistic to invest in Creative. He believes that it would give the executives the opportunity to monitor operations and see to it that the product is consistent and the service lives up to customer expectations.
II. Main Problem
Specific Problem
To undertake or do not undertake Creative Project.
Hamburger Plus is known worldwide
The company has not introduced another hit product for over so many years since their ever famous “Jumbo Hamburger” which is already 35 years old.
Sluggish customer service
Slow flipping of burgers
Hamburger Plus has a strong brand name
It is known for its signature burgers
Course of Action
ADVANTAGES
IV Alternative Course of Action
Develop new procedures of servicing customers
ADVANTAGES
V. Recommendation
As the consultants of the Hamburger Plus company, we opt to recommend to undertake the alternative course of action which is to develop new procedures of servicing customers rather than investing in Creative project.
Upon weighing its benefits and cost it gives more advantage and requires a lesser cost. Hence, it is more efficient in addressing the company’s problem regarding the reduction of customers due to service dissatisfaction.
Furthermore, with the development of new procedures we can expect a remarkable change in the customary way of servicing customer. It will resolve issues such as long waiting queue and slow cooking of burgers.
Company can now attend to the demand of its customers. With all of these, Hamburger Plus can salvage its image as the ever known fastest and most consistent service in the industry.
Plan of Action
1. Evaluate employees performance
2. Inefficient employees would subject to either termination or training.
3. Develop and invest on new ways on how to improve service quality. This would apply company’s total quality management. They may use quality tools such as PDCA in implementing such way to continuously improve.s
4. Evaluate the new system or service performance. This may apply the use of survey questionnaires provided to customers in order to know their feedbacks and suggestions.
Nota bene:
After gaining back its sales and good service quality, Hamburger Plus can now launch new products which can further improve their sales.
Customers long for new products
Many fast food chains are being introduced in the industry
I. Background of the Case


To bring back its sales and to arrive in a decision which would bring back the company to what is known for: fastest, most consistent service in the industry.

It will improved the accustomed way of servicing customers
A direct and efficient solution in solving the faltering service of Hamburger Plus
Additional learning and harnessing employees skills
Requires minimal cost
Develop new procedures of servicing customers
DISADVANTAGES
IV Alternative Course of Action
Possible hiring and firing of employees
Requires training cost
Requires research and Development cost
It would allow Hamburger Plus management to monitor and actively see how many burgers, fries, chicken and other products are being consumed at any of its stores at any time of the day.
Management can monitor if a customer in a particular outlet is being served at the desired number of minutes.
Course of Action
DISADVANTAGES
Creative is an expensive project. It requires higher cost.
Indirect solution to faltering service quality
Risk of shareholder’s withdrawal
Closing down of 300 outlets which will likely result to further loss of income
Reduction or termination of employees
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