01

WINTER

Case Formulation,
PolicyTemplate
Formulation
and
Presentation

LAI

GARDEN

FACTS OF THE CASE

02

a Dim Sum restaurant located at Colon

Street Corner Leon Kilat, at the Ground
Floor of Gaisano Capital South.
accommodates middle-class individuals
including students
serves Cantonese Style Cuisine
owned by a Chinese family

FACTS OF THE CASE

currently there are several number
of branches in Cebu City

FACTS OF THE CASE

STATEMENT OF THE PROBLEM

03

Lai Garden is considered to be a fastfood restaurant. Thus, customers would

expect them to serve the orders as
quick as they could to provide fast food
to customers.
Serving their customers orders longer
than it should be may lead to
customers dissatisfaction.

ALTERNATIVE COURSE OF

ACTION

04

1. Ten-minutes to serve the order

The policy that sets out the rule to
serve the customer orders in less than or
within ten minutes. This can be better
achieved if foods are pre-cooked even
before orders were taken from the
customers.

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

The

foods

will

prepared faster.

DISADVANTAGES
be

It

may

result

to

inconsistencies in the
quality of their products
due

to

pressure

attain the policy.

to

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

DISADVANTAGES

Potential for providing

Inconsistencies in the

better quality customer

product could result to

service.

customer dissatisfaction

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

DISADVANTAGES

It could result to increase

Unexpected

in number of customers

circumstances that

because of the

could deter the flow of

satisfaction it gives

production like

towards its customers.

machinery and utility

shutdown, and
insufficient ingredients.

ALTERNATIVE COURSE OF

ACTION
2. Hire more employees in order to
sufficiently cater customers need
Another way to quicken the service of
the company is to consider hiring more
employees so that the needs of the
customers will be properly and hastily be
taken care of.

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

More workforce
increases productivity

DISADVANTAGES

Higher cost means

increased expenses

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

More customer needs

DISADVANTAGES

Increased labor force to

will be accommodated

manage. Less attention are

due to increase in

given to each employees

workforce

by the management

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

Gives more stability to

DISADVANTAGES

Inefficiency which

the companys

threatens the stability of

workforce which gives

workforce. It could lead

positive feedback to

to employees not doing

investors.

their job properly.

ALTERNATIVE COURSE OF

ACTION
3. Pre-order before reaching the counter
One way to quicken the pace of serving
the orders of the customers is to assign an
employee to get the orders before reaching
the counter. This could make the customer
feel like he is given attention by the
management. This will improve customeremployee relationship.

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

There will be smooth

process in ordering.

DISADVANTAGES

There might be
inconsistency with the
food that has been
prepared and what is
actually paid by
customers in some
circumstances .

ALTERNATIVE COURSE OF

ACTION
ADVANTAGES

Customers patience
will boost since their
order will be
accommodated earlier.

DISADVANTAGES

Increased in labor force

means additional cost.

ALTERNATIVE COURSE OF

ACTION

ADVANTAGES

DISADVANTAGES

The employees in the

Redundancy of task or

kitchen area can

work (by the employee

prepare the food earlier,

getting the order and

thus, orders will be

the cashier)

served earlier.

DECISION MAKING

05

It is important to weigh the benefits and the costs

of each course of action to make the best decision.
After considering the costs and the benefits, we
have come up with the decision that the best
alternative course of action is to hire adequate
employees to serve the needs of the customers.
It is also important to train them well and inform
them of the job qualifications necessary in doing
their job. Management should regularly evaluate
and monitor the employees job performance.

PLAN OF IMPLEMENTATION

06

Present the selected plan to the management for

approval
Recruitment and Hiring of qualified employees
Employees training
Proper dissemination of the new policy
Communicate with its subordinates and
encourage them to cooperate with the
management goal
Evaluation of the policy

CONTINGENCY PLAN

07

It is also important for management to make a

plan B in case things dont turn out as planned.
The management should have a contingency plan
that would back up the original plan especially if
things go wrong. It is necessary to have plan B so
the efficiency and effectiveness of the daily
operations would not be affected by sudden
events.

CONTINGENCY PLAN
Our proposed plan B is to assign an
employee

to

get

the

pre-orders

before

reaching the counter. The crew may get order

from customers in queue and write it down in a
piece of paper and let the customer present it to
the cashier to facilitate the getting of orders. The
customers may add additional orders if they
decide to.

CONTINGENCY PLAN

Another way is to have the management

evaluate employee performance to improve their
way of serving customers. Evaluation may be
done weekly or monthly to assess employee
performance. This could make them motivated in
doing their job.