FINAL PROJECT REPORT
Operational Management
QUALITATIVE ANALYSIS OF CHEEZIOUS
Submitted by
Iman Malik (6890-FMS/BBA/S23)
Nayyab Tariq (6929-FMS/BBA/S23)
Tehreem Sehr (6907-FMS/BBA/S23)
Umme Habiba (6894-FMS/BBA/S23)
Fardowsa Mehdi (1498-FMS/BBAIT/S21)
Submitted To Ma’am Zara Tahir
INTRODUCTION:
Cheezious – A prominent fast food chain known for its cheesy offerings
and fast-casual dining experience—can be explored through several key
dimensions, including Total quality management(TQM), Tools for quality
management, Statistical process control(SPC), Benchmarking, Taguchi quality
philosophy, amd Six sigma application . Here's an in-depth look:
1. Total Quality Management (TQM) at Cheezious
Cheezious appears to follow several principles of TQM, either explicitly or
indirectly:
Customer focus: Their product range (cheesy burgers, pizzas, platters)
clearly caters to customer tastes, especially among youth.
Continuous improvement: New menu items and frequent promotions show
efforts to adapt and innovate.
Employee involvement: Staff engagement varies by location; quality
service depends heavily on training and motivation.
2. Tools for Quality Management
a. Scatter Chart
Could be used by Cheezious to analyze the relationship between "order
time" and "customer satisfaction".
b. Cause and Effect Diagram (Ishikawa/Fishbone)
Possible causes of "inconsistent service quality" may include:
•Manpower (training issues)
•Methods (lack of standard operating procedures)
•Machines (kitchen equipment or POS system delays)
•Materials (inconsistent ingredients or supply chain issues)
c. Check Sheets
Could help track recurring "customer complaints (e.g., late delivery, cold
food, order errors).
Record frequency of different types of customer complaints in one week.
Complai
nt type
Mond
ay
Tuesd
ay
Wednesd Thursd
ay
ay
Frida Sayurd
y
ay
Sund
ay
Tot
al
Late
deliver
3
2
4
2
5
6
7
29
Cold
food
1
2
1
1
3
4
5
17
Wrong
order
2
1
2
1
2
3
4
15
Unhygie 0
nic
Packagin
g
1
0
0
1
1
2
5
Staff
behavio
ur
0
1
0
1
2
1
6
1
d. Pareto Chart:
Useful for identifying the "most common issues" (e.g., 80% of complaints
come from 20% of problem areas).
For instance:Focus on the most frequent complaints using the 80/20 rule.
Compaint Type
Frequency
Comulative %
Late delivery
29
41.4%
Cold food
17
65.7%
Wrong order
15
86.1%
Rude staff behaviour
6
94.3%
Unhygienic packaging
5
100%
Insight: Focus on improving delivery time and food temperature—they account
for over 65% of total complaints.
e. Flow Charts
Helpful in mapping the "order processing system" , identifying bottlenecks
in preparation, packing, or delivery. For instance:
Customer Orders Online
|
Order Received
|
Kitchen Prepares Food
|
Food Packaged (5 min)
|
Delivery Assigned (2 min)
|
Rider Dispatch (2 min)
|
Delivery to Customer (15 min)
3. Statistical Process Control (SPC)
Cheezious could benefit from using SPC tools like (control charts) to
monitor:
• Order preparation time
• Customer wait time
• Temperature control of hot items
If performance goes outside control limits, management can take
corrective actions before quality suffers significantly.
4. Benchmarking
Cheezious should benchmark against:
Top local competitors like OPTP, RANCHERS
Global franchises like KFC or McDonald’s, especially in operational
efficiency and service standards
5. Taguchi Quality Philosophy
Taguchi’s approach emphasizes robust product and process design.
Cheezious could apply this by ensuring menu items taste consistently good
across branches, despite external variation (e.g., staff, weather, location).
6. Six Sigma Application
Cheezious could implement Six Sigma projects to reduce:
•Order errors
•Delivery time variations
•Customer complaints
DMAIC (Define, Measure, Analyze, Improve, Control) approach could help
improve key quality metrics.