Identified issue: unhygienic comfort room

P- meeting the staff provides policy and guidelines and rotational schedule of cleaning the comfort room

D- implementation of the agreed changes during the minutes of meeting

C- check the tools equipment for cleaning and check the effectiveness and durability of the tools used

A-perform the agreed changes ,policies and guidelines for employees.

Character required by a leader:

1.Visible and committed ,because it the managers promotes the healthy environment of the cafe that address customers feedback and concerns.

2. Communication of values, because the manger implemented policy and guidelines about the unhygienic comfort room that discourage the customer

3. Lastly ,the customer contact,because the manager maintain the accessibility to customers better engagement.

Identified Issue: Costumer accomodations

Plan: To improve the staff performance in accommodating costumers

Do: Tell the manager about the existing issue

Check: Gathering feedbacks from the costumers

Act: Keep on improving the performance of the staff depending on the feedback

Character required for a leader: Costumer Contact

Issue: Misplaced products, low service quality, decreasing sales because of too many competitors.

Plan:  We want to improve the store in terms of the service.  We want to increase sales or make the store more organized. We plan how to do that by offering discounts or changing the layout of the shelves, the placement of the products and in categorical order to make products easier to find.

Do: Put the plan into action. Advertise the available products and services of our company. We will rearrange the store in a categorical order and label the product's name, we will move or continuosly arrange some products that are hard to find to help customers find things faster.

Check: After we make major changes, we see how it is working. Are more customers buying products? Are they finding items easier? We compare what is happening with what we expected.

Act: If the improvements worked as planned, we keep them or even improved more. If not we will keep on adjusting the plan until it is efficient and effective.

Characteristics:

Visible and Committed Leader-  As a leader we need to be present snd committed on our plans. Creates a strong presence in the community is very essential to boost employees morale and establish a professional relationship to our constituents. We will ensure that we are committed to our goals, ensuring that improvement and quality is not just a one time effort but it is a continuous improvement.

Identified issue: Slow cooking of food resulting to customer dissatisfaction

Plan: Set a goal to improve cooking time three months and research better equipment and develop staff training.

Do: Implement new equipment and processes and monitor cooking data closely.

Check: Evaluate performance and gather customer feedback and collect staff input on the new processes.

Act: Standardize successful practices, update training based on feedback and schedule regular reviews for continuous improvement.

Character required of a leader:

• Strong drivers - this would enable the overall operation to achieve its goals in the specific time span.

• Visible and committed - by engaging with customers and staff, the organization or business will have an idea where to improve and how to do it.

• Missionary zeal - managers should not settle or be complacent with their current status, they should always strive for quiality improvement.

• Skepticism about quality programs - employees need to understand that their main boss is the customers and they should always consider the perspectives of those who they serve.

• Communication of values - instructions on what to do should be clearly emphasized to avoid misunderstanding and miscommunications.

Company: AKA COOP

Identified issue: Their staff does not have pleasing personality sometimes when you buy at their store.

Plan: • Identify the problem - staff interaction not consistently positive which can affect sales

• Improving customer feedback

• Develop Training Programs

Do: • Implement training

• Introduce feedback mechanisms

Check: • Evaluate Training Effectiveness

• Collect data to gather information on customer satisfaction

Act: • Standardize successful practices

• Adjust training programs

• Continuous improvement that ensures that staff maintain a focus on customer service excellence

Character required of a leader:

1. Strong Drivers - wherein the store must have clear guidelines and policies to promote customer satisfaction

2. Customer Contact- wherein the leader must reach the customer for better engagement

3. Organization- wherein the leader empower employees and act as a coach to have this kind of pleasing personality

Identified issue: There is a shortage of sold barbecues or alacarte, there is no enough table or space for the customer to occupied or sit on, and the serving process is slow.

Plan: Maximize the availability of to be sold alacarte or have spare of it, the space and add tables for the customers to be occupied, and increase man power as well as enhancing the mode of cooking the alacarte.

Do: Buy ingredients based on the customers that were being served with alacarte and thise who were not able to buy because there is no longer availability of the alacarte, renovation and adding set of chairs and tables, and acquisition of new and enhance cooking equipment for alacarte.

Check: Colect real time feedback from the customers through surveys or suggestion boxes to gauge satisfaction levels.

Monitor inventory turnover rates and adjust ordering quantities to match demand fluctuations.

Track customer wait times and service speed to evaluate the impact of additional staff on efficiency.

Act: Analyze feedback, Fine tune the sitting arrangement, review staffing schedules

Character required of a leader: Organization and customer contact

PDCA

Company : DCHS - CLAVERIA

Identified Issue: The business has low sale with high price menu and price range, poor staffing plans, and poor hygiene plan.

Plan - Reduce the price range of menu's while meeting the quality of the product, eleviate the staffs engagement to customers through trainings, and observe or enhance the hygiene procedure in the food business.

Do - implement the adjustment of feasible price range meeting the targert market capacities, train and seminar staffs including monthly report and give proper compensation, and following the protocol of hygiene through observation of health protocol standards guided by Department of Health, FDA and DTI.

Check - Monitor monthly the standard protocol for hygiene, measure the monthly sales of the menu in line with the feedback of the consumers of the menu and their satisfaction of the product and evaluate the employees satisfaction and working conditions through their responses.

Act - Use the lean methodology of meeting the quality standards of the staff and hygiene while adapt the continuous improvement of the quality of the menu and the meeting of fair price.

Character required of a leader:

Leader must be missionary zeal where they should be in contact with the customer and explore beyond their customer and competitors interest. Visible and Committed as well to their employee to enhance their work experience. They should have an aggressive target characteristics which emphasizes their making innovative improvements on their product while fostering a good communication structure which empower employees.

Identified issue: The restaurant faces inconsistency in food quality, with dishes tasting different after a year, likely due to changes in ingredients, recipes, or kitchen staff.

PLAN: Investigate the causes of inconsistent food quality (e.g., ingredient changes, kitchen processes, or staffing). Establish clear standards for food preparation and sourcing. Provide refresher training for kitchen staff.

DO: Implement standardized recipes and sourcing practices. Conduct staff training sessions to reinforce quality control. Ensure proper communication between kitchen staff and suppliers.

CHECK: Regularly monitor customer feedback and reviews regarding food quality. Perform quality checks in the kitchen and evaluate if food meets the newly set standards.

ACT: If quality improves, continue maintaining the new standards. If issues persist, make further adjustments, such as switching suppliers or revising training programs.

CHARACTER REQUIRED OF A LEADER:

Balanced Leadership ensures that both consistent food quality and employee engagement are prioritized, addressing operational standards while motivating staff to maintain excell

ence.

Identified issue: Inconsistency gravy flavor and overcooked rice.

Plan: identify the problem that causes the inconsistency of gravy flavor and overcooked rice. Develop a plan that makes the gravy consistent in its delicious flavor, as well as the quality of rice

Do: implement the strategies such as developing a standard ratio of the ingredients and procedure in making gravy and rice. Implement periodic trainings for the staff that is in charge in cooking

Check: regular taste test and evaluation of the results, qualities of the gravy and rice, and assessment of customer satisfaction

Act: make adjustments if ever the inconsistency of the gravy and overcooked rice still persist. Make it permanent if it results to customer satisfaction.

Identified Issue: Wrong Orders received

Plan: Keep a record of the wrong orders received, including dates and foods

Do: Communicate with the company through email or their customer service platform.

Check: Assess how effectively the company resolved the issue. Will note whether any positive changes have occured.

Act: If the company resolves the issue, we will continue buying with them and share positive impact. If not resolved, we will request a refund or use social medias

Character required of a leader: A leader must be Visible and Committed and ensure to contact or communicate the customer

Identified issue: Inconsistent food quality and slow service.

Plan: Standardize cooking guidelines for all dishes. Retrain staff to ensure consistency in preparation and service speed.

Do: Implement the new recipes and improve the order management system. Train the team to follow updated procedures efficiently.

Check: Gather customer feedback on food quality and service times. Analyze the data to compare improvements before and after the changes.

Act: Make necessary adjustments based on customer feedback and performance metrics. Continue to monitor operations to maintain quality and efficiency.

Character required of a leader: A leader must be organized and adaptable to changing situations. They should also be supportive and motivate the team toward continuous improvement.

Identified Issue: Food handling and Sanitation.

Plan: Improve Workplace sanitation and orient workers about proper and safety food handling.

Do: Wear PPE, Organize the workplace and the tools, Sanitize the tools nad materials before and after using. Ingredients are filterd and check thorougly.

Check: Time to time evaluation and constant checking customers feedback.

Act: Reevaluate and improve

Character required of a leader: Visible and committed.

Identified Issue: long wait times and inconsistent product quality

Plan: As a future manager, I identified long wait times and inconsistent product quality as fundamental issues.  Monkey Fries should developed a plan to address these problems by optimizing workflows and enhancing service quality.

Do: The vendor should  implement changes by training the cooker  in using the  more efficient equipment, and reorganizing store layouts to improve customer flow. Also, be strict with first come, fist basis rule.

Check: Monkey Fries should continuously monitored customer feedback and operational metrics, such as average wait times and order accuracy, to assess the effectiveness of the changes.

Act: Based on the feedback and data collected, Monkey Fries, made necessary adjustments to its processes, like fast cooking, serving the right orders, and successful strategies were scaled across stores, ensuring consistent improvements.

Character required of a Leader:

Visible and Committed-  leaders of Monkey fries  especially the owner should engage with the cooker and be hands on to the continuous improvement of services.

Customer Contact- senior leaders maintain accessibility to customer for better engagement.  The leaders or even the cooker should create a survey or feedback board to monitor if the identified problems are address accordingly.

Identified Issue: Rude staffs

Plan: conduct trainings for the Ethics training program.

Do: Starts employee ethics training by developing a code of conduct to make sure employees are clear on the one that already exists

Check: Evaluating the staffs performance

Act: Standardize the customer service for better results and services. If there’s any changes or lapses will begin the cycle again.

Character required of a leader:

1. Committed/Dedicated

2. Good communication

3. Understanding/Patient

4. Hands On

5. Organize

6. Good in decision making

Identified Issue : This Coffee is not fully brewed, and the customer is dissatisfied

PLAN : As a manager, i will ensure that my staff is properly trained to avoid brewing issues in the future.

DO : Conduct thorough training for the staff, focusing on proper coffee brewing techniques.

CHECK : Evaluate the staff’s performance to confirm that they have mastered the required skills.

ACT : Implement the newly acquired skills as a standard for all staffs, ensuring they have applied consistently both by current staff and in the future hires.

Character required of a leader: A leader should be visible and committed, actively managing the company to achieve its core goals high-quality coffee service.

Identified issues: Long customer waiting time

Plan: Analyze the current workflow during peak hours( order taking, food preparation and delivery). Also, increase staffing levels during peak hours if necessary.

Do: Monitor the impact of staffing adjustment and the efficiency of kitchen operations and the new management system.

Check: Collect data on customers wait times during peak hours for the test locations and monitor customer satisfaction trough feedback survey.

Act: Consider further adjustments, standardized the new workflow and queue management across all location

Character requirements of a leader:

•Critical Thinking

•Quick Decision-Making

•Good Problem Solving Skills

•Good Communicator

•Adaptive and Flexible

Identified issue: Too many competitors in the certain area in terms of selling fried chicken.

Plan:

• Conduct a survey to understand customer preferences and identify gaps in the competition example healthier options, unique flavors.

• Develop a strong brand identity that emphasizes quality, taste, and customer experience.

Do:

•Introduce new menu items based on research findings, such as spicy variants or healthier sides such as salads or desserts.

•Implement a training program for employees focused on food preparation techniques and exceptional customer service.

Check:

•Use online surveys or feedback forms to gather insights on new menu items and overall dining experience.

•Analyze sales data to determine which new food or item are performing well and which are not.

Act:

•Based on feedback, keep popular items and consider removing or modifying underperforming ones.

•Shift marketing strategies to highlight the most popular items and customer favorites.

Characteristics of a Business manager

Costumer Centric: Focused on understanding and meeting customer needs.

Innovative Thinking: Open to trying new ideas and adapting the menu based on market trends.

Leadership Skills: Ability to inspire and motivate staff to deliver high-quality service.

Analytical Skills: Proficient in analyzing data to make informed business decisions.

Resilience: Capable of navigating challenges and setbacks in a competitive environment.

Identified Issue: Poor and Unethical Employee Services

Having poor service toward customers can severely impact sales. If customers experience unpleasant treatment from staff, they are likely to decide not to return.

Plan:

The plan should focus on addressing the issue by improving the attitudes and behaviors of employees toward customers.

Do:

Implement a memorandum for regular meetings where ethical standards and customer service practices are the main topics. Provide training and orientation on how to handle customers properly and respectfully.

Check:

Evaluate whether employees are actively participating in the training and are sincerely adopting the recommended improvements. Regular assessments or feedback can be used to gauge progress.

Act:

Continuously monitor employee performance to ensure they are adhering to ethical standards. If improvements are not evident, take corrective actions such as additional training or disciplinary measures.

Character required of a Leader:

A leader must be visible and committed. They should regularly oversee employees to ensure proper conduct and be dedicated to enforcing consequences for any violations of ethical standards. The leader must consistently support the team in maintaining high customer service quality.

Identified Issue: Customer complaints about finding hairs in the food, leading to concerns about hygiene and food safety.

Plan:

- The goal is to eliminate the occurrence of hairs in food.

- Strategies include implementing stricter hygiene protocols for all kitchen staff, such as requiring the use of hairnets, caps, and regular checks before each shift.

Do:

- Immediately introduce mandatory hairnet and cap policies for all kitchen staff, with disciplinary actions in place for non-compliance.

- Conduct hygiene training sessions to reinforce the importance of maintaining clean working conditions and personal hygiene.

Check:

- Monitor customer feedback and internal hygiene reports over the next few weeks to see if the issue with hairs in food is resolved.

- Conduct surprise inspections of kitchen staff to ensure that they are consistently following the new protocols, and review kitchen camera footage if necessary.

Act:

- If the new hygiene protocols prove successful and no further complaints are received, continue enforcing them as a standard practice.

- If issues persist, conduct a deeper review of staff compliance and kitchen layout, possibly considering additional measures like changing staff uniforms or introducing more frequent inspections.

Character Required of a Leader:

- As a leader, it's essential to be detail-oriented and ensure that hygiene standards are met consistently to help the company have a better background on the customers for the good of it's image and product quality.

Identified Issue: The company experiencing production delays. This leads to customer dissatisfaction and missed deadline

Plan- They analyze what part or which process their is error or what particular area they need to change in order for them to visualize what to do to enhance or to improve their production.

Do- They implement a new production process, to improve efficiency, this involve optimizing workflow and reducing inventory.

Check- Train production staff on the new process and provide them with the tools and resources. Implement a quality control system with regular inspection.

Act- Monitor production regularly to track progress and identify areas for further improvement.

Character required of a leader :

• Visible and committed- leaders promote quality and engaged with employees, customers, and suppliers.

Identified issue: Lack of human resource in the cashier area and sales ladies always tailing customers inside the store.

Plan: Established a strategy on how to navigate the issue concerning the Cashier area and continue the purpose of helping the customers inside the store.

Do: Division of labor based on the skills, competencies, qualities, and characteristics of the employees to the section concerned in the store ( cashier area and aisle area)

Check: Monitor and evaluate the plan whether the transaction in the cashier area is fast through employees observation and experiences and through the sales of the store

Act: Putting the strategy and adopting the cycle to enhance the customer satisfaction and productivity of employees.

Qualities: Visible and Committed- visible to the employees, customers, and suppliers. Be able to be seen for the indirect and direct consumers enhancing a supportive and motivated working environment to all.

Identified issue: Leftovers or unsold food

Plan:

Identify the causes and brainstorm potential solutions. Initial plan will be to explore repurposing leftovers and improve demand forecasting. If we were the manager, we are to set specific goals. First, is to reduce food waste by 15% within three months. Second, increase profit margins by 5% within six months.

Do:

Implement solution. Introducing smaller portions on the menu and running a pilot test with adjusted preparation quantities for specific dishes.

Check:

Monitor results. Measuring the amount of food waste generated.

Act:

Standardized and implement or adjust and repeat.

Character required of a leader:

strong driver because it requires a clear definition on customer satisfaction and quality improvement objectives.

Company: Brew

Identified issue: Fried chicken is not properly cooked.

Plan: Implement proper training for cook.

Do: Teach the cook, basic skills required to get started in the kitchen and techniques on how to properly cook a fried chicken.

Check: Evaluate the outcome after the training process.

Act: Assess the product performance (the feedback for the sold fried chicken)

Character required of a leader: Organization -

The leader should coach and lead the cook by actively participating in the process of training.

Identified Issue: Not being able to provide and offer the diverse customer needs and demands. Hardware stores often carry a wide variety of products, from tools and building materials to plumbing and electrical supplies. Predicting demand for different items can be challenging, leading to overstocking slow-moving products or running out of essential, fast-moving ones. Balancing inventory levels to avoid stockouts or excess inventory, while meeting the needs of both professional contractors and DIY customers, is a persistent challenge that can impact sales and customer satisfaction.

As a manager of a hardware store, applying the PDCA (Plan-Do-Check-Act) cycle to address the issue of not being able to provide and offer the diverse customer needs and demands can help improve inventory management and customer satisfaction.

Plan

- Analyze data from past sales to understand patterns of demand. Look at customer feedback, seasonal trends, and product turnover rates to identify where inventory mismanagement is occurring (e.g., overstocking slow-moving items or stockouts of popular items).

Do

- Adjust your product mix based on data, ensuring fast-moving items are always in stock and minimizing the overstock of slow-moving products.

- Train staff to better understand customer needs (contractor vs. DIY customers) and identify trends early.

- Develop a process for regular communication with suppliers to streamline order fulfillment.

Check

- Monitor the impact of the implemented changes by reviewing sales reports, stock levels, and inventory turnover rates. Compare stockout and overstock data before and after the changes were implemented.

- Gather insights from both staff and customers to evaluate how well the store is meeting their needs, focusing on the availability of key products.

Act

- If the changes have led to better inventory management and customer satisfaction, integrate the strategies into the store’s permanent processes.

- If certain issues persist (e.g., continued stockouts in specific areas or overstock in others), adjust demand forecasting methods or refine supplier relationships to improve responsiveness.

- Use insights from this cycle to identify new opportunities for improvement, such as better seasonal planning or expanding the product range for specific customer segments.

Character required of a leader:

1. Visionary and Strategic Thinking

A leader must have the ability to see the big picture and understand how improving inventory management fits into broader business goals like customer satisfaction and profitability. They should be able to set clear, strategic objectives that guide the team toward achieving quality improvements.

2. Customer-Centric Focus

Leaders must prioritize understanding and meeting customer needs, particularly in a hardware store with diverse clientele (e.g., contractors and DIY customers). A customer-focused leader will consistently seek feedback, analyze customer preferences, and align the store’s offerings to meet demand.

3. Data-Driven Decision-Making

TQM requires decisions based on facts and data. A leader should be analytical, using sales trends, inventory data, and customer feedback to make informed decisions about which products to stock and how to balance inventory levels. This minimizes guesswork and fosters a culture of evidence-based improvements.

4. Commitment to Continuous Improvement

TQM is about ongoing progress rather than one-time fixes. A leader should embody a growth mindset, encouraging the team to regularly assess processes, seek areas for improvement, and apply the PDCA cycle for continual refinement in inventory and customer service.

5. Commitment to Quality Standards

In TQM, the focus is on quality in all aspects of the business. A leader must maintain high standards, ensuring that the store's inventory, customer service, and processes meet quality benchmarks consistently, thus reinforcing the company’s reputation and reliability.