Marrybrown quality issues
In every franchise restaurant, what customer will take serious is about the quality. The biggest
problem faced by Marrybrown is that the quality of their product varies in each branch. As each
of Marrybrown branch being control by the branch manager and not Marrybrown headquarters,
that is why their quality was not same for each branch. The quality of each store is being lay on
how that particular branch managers would manage their store. Inexperience and motivated
managers would only bring humiliation to Marrybrown.
Here are some examples of what the managers’ mistake that always occurs. First
mistake is when the managers unable to predict amount of raw materials that they will used for
the day. This is why sometime even when we arrive early at the restaurant but their menu is
already sold out. Based on the managers that being interviewed, he said that when they undergo
supply shortage, they need to directly find the nearest store and borrow the raw material from
that branch.
Next problem that we always encounter is that we receive a raw fried chicken.
actually this problem should not happen in a big franchise restaurant as their HQ has provide
each restaurant with standard operation procedure (SOP) for every store that will operate under
Marrybrown. According to Marrybrown standard, the managers or quality managers need to
examine every batch of the fried the fried chicken with their sense. By only looking is not
enough. They need to touch, taste, smell and look to ensure that the chicken is in a good quality.
Another problem is as the country with majority of their citizen is Muslim,
Marrybrown wants to make sure that every menu that they serve are Halal. However, because of
the power of internet viral. A lot of lies have been spread to the public about that can ruin their
reputation as the Halal restaurants. To cater this issues Marrybrown has clarify themselves that
they receive their certification by following every rules that Jakim has provide. For example the
declaration of raw material supplier, they would never use any suppliers that have not being
declared in their e-halal portal.
The last problem involving Marrybrown quality is their hygiene. People always
assume if one of the branches they visit is dirty and other would be the same. This perception is
totally wrong. For people information they should know that actually each premises condition
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depend on how the branch managers to managed its. If the store that you visit is in unhygienic
condition then you can assume that their managers are not good in managing their store and also
the mangers is not following the standard has been provided. This is because Marrybrown
actually has the schedule for exclusively for cleaning the store every day.
For the conclusion, Marrybrown actually has already established a certain standard
to maintain their store quality. But because of people in Malaysia was lack in knowledge they
don’t understand how franchise system work in the market and keep assuming and criticize as
they want. Marrybrown should start to enforce any recovery action where they need to take any
possible action toward the branch managers that failed to comply with standard that have being
stated. this is because, when the managers are not following the standard, the quality of product
were ruined and this can damages Marrybron names and make the brands lost their recvenue and
loyal customers.
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