3.

QUALITY PRACTICES

A. What are the dimensions of Quality that is visible/associated to their operations/product?

What are manifestations and observable facts relative to the dimensions identified?
i. Performance-Customer satisfaction has always been key to Jollibee’s success.
Never losing sight of its goals, Jollibee has grown to be one of the most recognized
and highly preferred brands in the Philippines. Now the market leader among fast
food chains in the Philippines, claiming a market share that totals to more than half
of the entire industry.
ii. Features-Jollibee’s growth is due to its delicious menu line-up – like its superior-
tasting Chickenjoy, mouth-watering Yumburger and Champ hamburger, and
deliciously satisfying Jollibee Spaghetti-- complemented with creative marketing
programs, and efficient manufacturing and logistics facilities. It is made possible by
well-trained teams that work in a culture of integrity and humility, fun and family-
like. Every Jollibee outlet welcomes customers with a clean and warm in-store
environment and friendly and efficient service.
iii. Conformance- They have the FSC--every Food item served to the public must
meet the company’s excellent standards or it will not be served at all, Service must
be fast and courteous; and Cleanliness from sidewalk to kitchen, from uniforms to
utensils, must be maintained at all times.
iv. Completeness- All products are served with no less than complete high quality
ingredients and undergo all processes needed.
v. Aesthetics-All products are served pleasing to all senses, assuring that the
products and services satisfy the customers, may it be in a sense of vision, smell,
and taste, and courtesy of staff.

B. What is the quality philosophy/motto they practice in the organization?

The Zenith Foods Corporation’s core values are customer focus—Jollibee directly asked
customers their needs and wants; excellence, respect for the individual, teamwork, spirit of family and fun,
humility to listen and learn, honesty and integrity, frugality, innovation, and social responsibility.

C. What Quality practices/standards they adopt?

The Jollibee Commissary adopted the quality practices of the ISO-9001. By 1998,. Jollibee
receives the ISO 9002 Certification for its frozen patty line. In production lines like Frozen Patty Lines and
Hotdog Lines, the production site must maintain a cold temperature needed by their products. For the
Hotdog lines, it must maintain a temperature of about 16 C` to ᵒ make the hotdogs frozen solid. While for
the Frozen Patty Lines, it must maintain a temperature of about 19 C to make the patties frozen. For
Jollibee Commissary to produce high quality products, they professionally trained their Technical Services
Team that supports the maintenance of their quality management system that further ensures the quality
and safety of the commissary manufactured food products. Quality is not only applicable to products; it is
also can be applied to service.
Jollibee Commissary is strict and dedicated to have high standards as symbolized by “FSC”:
Food(F) served to their customers must have high quality and standards. Service(S) rendered must be
efficient and effective. Cleanliness(C) must be maintain always in their kitchen and working environment
and also it must also be seen in their utensils. There is a proof that the Jollibee Commissary produces high
quality products. It is the award given by to Zenith Foods Corporation, the one that operates the Jollibee
Commissary, was awarded as the National winner of Meat Processing Plant AAA category in the search for
Best Meat Establishment of the National Meat Inspection Service.

D. Identify and discuss each step of quality process they implement in the production.

1. Frozen Patty Line – The patties for Jollibee and Red Ribbon are processed here.

Beef Stripping→First Grinding→Mixing with other ingredients→Final

Grinding→Forming→Freezing→Case Packing→Final Good storage
Cubes of beef are stripped and then undergo the first grinding. The ground beef are then
mixed with other ingredients as seen by observers as a yellowish substance. Then, the ground
beef are grinded more for the forming of circles as the patties would look. Then the formed patties
are frozen through a large freezer by a conveyor belt and then workers will select and dispose
those with defects. The products are then cased and stored until further request of delivery
from the warehouse. The 40 tons of meat came from Australia, New Zealand and Brazil.
2. Sauce Line – The sauces for Jollibee spaghetti, Palabok and Pie Fillings are made here. Also
the sauces of Greenwich and Red Ribbon are processed here.
Raw Materials Preparation→Sautéing→Steam Kettle Cooking→Packaging (Form-Fill-
Seal) →Freezing→Case Packing→Finished Good Storage
The sauce line looks is composed of three large kettles for cooking. First, the raw materials
are prepared for sautéing in the steam kettle cooking. There is a large mixer in the kettle that
automatically mixes the product evenly. After cooking for a while, the product are packed and then
frozen. The packs are grouped together and then stored. The process produces 56 tons of sauces
for 490000 spaghetti servings.
3. Meat Processing Line – Hotdogs, meatballs, sausage and spiced ham are processed here.
Beef Stripping→Grinding→Bowl Cutter Operation→Emulsification → Stuffing and
Linking →Smoking/ Cooking→ Water Chilling →De-Linking →Packaging →Freezing →
Case Packaging→ Finished Goods Storage
The meat processing line is somewhat very cloudy. Literally the meat processing is full of
steam due to low temperature. The only processes can be seen is the de-linking stage wherein the
cooked meats are cut in their linkages like sausages. Then the products are frozen and packed for
storage.
4. Pie Line – Pies of Jollibee and Red Ribbon are processed here.
Preparation of Crust and Filling →Fold-over/Forming →Preparation of Glaze and Freezing
→Glazing →Surface Drying →Packaging →Case Packing →Finished Goods Storage
The pie line’s first simultaneous processes are crust and filling preparation wherein the
crust and filling are prepared and then placed together to form the pie. Then a fold-over is done in
 which the shape of the pie is formed. Then, the raw pie is then glazed and dried for packaging.
100000 pies are served every day.
5. Dry Blending Line – The processes here are spices blending and the making of the bread for the
pies.
Raw Materials Preparation→Batch Weighing →Blending Operation →Packaging →Case
packing → Finished Goods Storage or Issuance to Production
The raw materials are prepared and checked by batch weighing in order to rationalize the
mixing of ingredients. The ingredients are then blended in a kettle like the one in the sauce line.
After the blending, the mixed ingredients are packed and then stored or issued for production.
6. Bread Line – This is the bakery of Jollibee where the buns and hotdog buns are made.
Raw Materials Preparation →Sponge Mixing →Sponge Fermentation →Final Dough
Mixing →Dividing/ Make-up →Intermediate Proofing →Baking →Cooling →Packaging
→Finished Goods Storage
The largest room for production is the Bread line. As observed, the bread line is somewhat
like the traditional Filipino bakery because the “panaderos” manually knead the dough to form the
hotdog buns. The whole process from baking to storage is carried by a 4000 ft. conveyor belt.
There are 300000 buns baked every day.
7. Marination Line – Process of marinating chicken, barbeque and other meat products are done in
this line.
8. Meat and Vegetables Preparation

Jollibee’s process after the storage is the distribution to the warehouse and from warehouse to
stores such as Jollibee, Red Ribbon and Greenwich. The commissary has cold storage facilities from
storage to transport. The frozen products can only be contained in the warehouse, the management called
“stock level”, for 2 to 3 weeks. The Commissary logistics ensures that the distribution has a legal
compliance. Using the Product-focus strategy, Jollibee ensures that they produce in high-volume to supply
their large number of stores all over the country. Due to some instances the quality of the products is
degraded because the observer was staggered by while overlooking the production lines. Still, the
commissary follows a product-focused strategy because of specialized equipment that serves only for one
stage of production line such as freezing for patties only. Also, the management can easily see the
disruption of production because the Production line is easier to control and plan due to individual stages of
equipment. The whole processes of each of the production line are supported by conveyor.

E. What, when and where is the Inspections occur in their operations?

Employees who work on tasks designated to them, maintain cleanliness and properly attire. For
example, on sauce process line, patty process line, spaghetti process line, or gravy process line, each
process they must concentrate on what they’re doing. So inspections anytime is a must.

4. SUPPLIER RELATIONSHIP
 Jollibee Commissary is recognized for its strategies in reducing cost, optimizing lead times,
collaborating with suppliers and partners, and increasing customer satisfaction and market share. The
products of Jollibee is supplied by Zenith Food Corporation. The commissary has P1.5 billion state-of-the-
art manufacturing and logistics facility. Thanks to the Jollibee Commissary System, they ensure the
manufacture and distribution of safe and high-quality food in the most cost-efficient manner is made
possible. There are three Commissary System sites: Santolan, Pasig City; Mandaue City, Cebu; and the
central site in Canlubang, Laguna. The System, which operates 24/7, manages Jollibee’s total supply chain
process. In Canlubang, Laguna commissary sites they have eight production lines.
Some of their raw materials are come from in Australia, New Zealand and Brazil like the beef for
patties. They produce 40 tons of patties per day. 56, 000 tons of combined sauces and 100, 000 pies are
also produced. Ice cream is imported from Australia, with a set of given specifications as a basis on what
kind of ice cream is demanded by Jollibee, which is powdered, called substance ice cream.
The Commissary Logistics ensures all are in supply chain in time and also deliver the finished
products to Jollibee branches nationwide. JFC started scouting avenues for expansion internationally. Thus
it opened its franchises in countries like USA, Brunei, Hong Kong, Guam, Middle East, and other counties.
The company maintains the productivity of suppliers for its raw and packaging materials to ensure
a steady supply of quality materials at competitive prices. The Jollibee receive an award In 2008, for being
Asia Pacific’s biggest multinationals as it bagged the FMCG and F & B Asia Pacific Supply Chain
Excellence Award at the SCM Logistics Excellence Award held in Singapore.