Opman Folio (Lester & Friends)

CONFIDENTIAL

OPERATIONS

MANAGEMENT

FILES

AGUSTIN, BASA, KUA

, MARASIGAN, NERI,

PINGOL

Case 01: Shine A Light!Explanation: As hungry customers wait for their orders to be made and served, they look around the room; absorbing the ambience, observing the people and the decor. What better place to put a non-descriptive menu than up upon the shade of the lights? That way, IHOP can lure customers into inquiring about the delectable-sounding dishes in addition to that of their own choice.!Taken by: Nini Neri, 2014!Illustrating: Location strategy and Aesthetics

Case 02: Drop It Low!Explanation: The people behind Cherry dropped their establishment in the middle of Antipolo where low prices and budget-products sell faster than lechon during Christmas. They even put their tagline right out there for everyone to see: "EVERYDAY LOW PRICES!"!Taken by: Nini Neri, 2014!Illustrating: Proximity to Market

Case 03: Rock Of Ages!Explanation: Rockville Trading cleverly made the layout of their establishment so as to literally (and humorously) form an actual fortress. But where's the clever part? They lined up all the different designs of rocks side-by-side thus offering passers-by a convenient way to check out their merchandise.!Taken by: Nini Neri, 2014!Illustrating: Retail Layout,

Case 04: You've Been Served!Explanation: Although Petron has the organized layout that most gasoline stations have, which is commonplace yet absolutely functional. Petron makes it no secret that they are there to serve you. !Taken by: Nini Neri 2014!Illustrating: Process-oriented Layout

Case 05: You've Been Served? !Explanation: Not quite sure is LEE MOTORCYCLE PARTS AND ACCESSORIES is an extension of Petron, though they did make it seem so by being located right across it. Perhaps Petron supplies the gas they sell, or something of that sort. It's a mystery, like the Bermuda Triangle or the Loch Ness Monster. !Taken by: Nini Neri, 2014!Illustrating: Location strategy, Proximity to Suppliers

Case 06: The Tides Have Turned!Explanation: The Tides have turned in a bad way. P&G (Tide) is the biggest laundry detergent company in the world. However, in the Philippines it isn’t as big as the brand “Champion” from Peerless, a local company (sunstar.com.ph).!Subject: Laundry detergent display, Rustan’s Supermarket, Katipunan!Taken by: Lester Agustin January 2014!Illustrating: Retail Slotting, Retail Layout

Case 07: Mooving the Product!Explanation: 8cuts is a burger restaurant which is known for its beef. It also has other meat selections such as pork and lamb. Other than that, the burgers' fillings and side dishes can also be chosen, allowing customers to enjoy fully-customized meals. The meals undergo several stages such as grilling, putting the parts together and pressing. It is the only burger joint among the restaurants of UP Town Center, and is accessible to university students (UP, Ateneo, Miriam) and

Loyola Heights residents. Their location and process-oriented strategy also allows access to raise prices.!Subject: 8cuts assembly line, UP Town Center!Taken by: Lester Agustin January 2014!Illustrating: Process oriented layout, proximity to markets, clustering, assembly line

Case 08: Out of the Frying Pan and into the Freezer!Explanation: Pizza Hut and Dairy Queen work together as Pizza Hut can serve its customers meals, while Dairy Queen serves desserts. The doorway in between the establishments shows how they do so. Pizza Hut gives it’s vibe through a dim, red light while Dairy Queen has it’s bright, icy-blue glow. Both are located near other restaurants, such as TOSH, and Universities, such as Ateneo. Residents of Loyola Heights also have easy access through deliveries.!Subject: Pizza Hut and Dairy Queen, Katipunan!Taken by: Lester Agustin January 2014!Illustrating: Service Location, Servicescapes, proximity to markets, clustering

Case 09: "Relationships are like glass. Sometimes it's better to leave it broken than to hurt yourself putting it back together." - Unknown!Explanation: This Dexterton glass shower enclosure shattered randomly in the middle of the night. Could this have been caused by a lack of spending on Prevention Costs?!Subject: Glass Shower Enclosure at White Plains!Taken by: Miguel G. Pingol!Illustrating: TQM: Lack of Prevention Costs

Case 10: Someone's gotta do the dirty job!Explanation: Construction is a messy business but that doesn’t mean its operations should be as cluttered as its worksite. From the beginning of the project up until its completion, the foreman has to manage the logistics of the construction to ensure that his crew will be able to bring into reality the vision the architect has created.!Subject: Construction Site in White Plains!Taken by: Miguel G. Pingol!Illustrating: Operations and Strategy: Strategy Development and Implementation, Service and Good, Process Strategy: Process Focused, Process Planning, Make vs Buy, Process Selection: Productivity Calculations, Multi-Factor Productivity, TQM: Cost of Quality, Inspection, Job Design: Job Specialization

Case 11: Yesterday's fast is today's slow!Explanation: As the popularity and demand of energy drinks have been rising over the past few years, more people have turned to using them for academic and physical pursuits. Energy drinks aren't an uncommon sight during midterms week or in the gym.!Subject: Wall Mural at Ortigas!Taken by: Miguel G. Pingol!Illustrating: Forecasting: Seasonal DemandCase 12: Where there’s

Caltex, there’s Petron!Explanation: Caltex and Petron have been butting heads as two of the three major petroleum companies in the Philippines. It’s not uncommon to see the two gasoline stations right beside each other. Surely one or the other forcasted the need for gasoline at the location and the other decided to set up shop as well.!Subject: Caltex and Petron at Gate 5!Taken by: Miguel G. Pingol!Illustrating: Demand Forecasting: Location Clustering

Case 13: Move it or lose it!Explanation: Petron enforces a 10 Minute Parking Only rule (complete with a sign) to increase the turnover of cars taking up the parking spaces in the station. The rule is meant to discourage loitering and to free up the space in the small space. A lack of parking space could also hinder a potential purchase at Petron Treats.!Subject: 10 Minute Parking Only Sign at Petron Gate 5!Taken by: Miguel G. Pingol!Illustrating: Process Strategy: Process Evaluation, Visual Controls, LayoutCase 14: “You talkin’ to

me?” - Travis Barker, Taxi Driver (1976)!Explanation: The rear of this taxi is adorned with questions which urge onlookers to report any complaints about the driver or his driving. Taxi garages use this as a means of inspecting the quality of the service provided by the driver.!Subject: A Toyota Avanza Parked outside the Petron in Gate 5!Taken by: Miguel Pingol!Illustrating: Quality Management: Service Quality, Effective Capacity

Case 15: “It’s not load that breaks you, it’s the way you carry it.” – Lou Holtz!Explanation: When the situation arises, make do with what you have. When this fellow needed to bring home a washing machine, he dumped it in his trunk and drove back home in his compact. Now, the only thing standing between the washing machine and gravity is the string holding it in place.!Subject: Mitsubishi Gallant at White Plains!Taken by: Miguel G. Pingol!Illustrating: Capacity Planning: Lack of Capacity Planning, Lack of Adjusted Equipment, Transportation Process, Labor Productivity, Effective Capacity

Case 16: MUH GAINZ!Explanation: The fitness craze brought about by New Year’s Resolutions and the pre-summer season has lead to the increase of demand in fitness supplements. The most popular supplement most aspiring gym enthusiasts purchase is Whey Protein from GNC or Optimum Nutrition, but there are many others as well.!Subject: ON Whey Isolate, ON Casein, Creatine, BCAAs, Dextrose Powder, Promax!Taken by: Miguel G. Pingol!Illustrating: Capacity Planning: Seasonal Demand Patterns, TQM: Product Based Quality

Case 17: I Came, Isaw, I Conquered!Explanation: From being just a small and simple barbecue pushcart, Mang Larry's Isawan has become the most famous "isawan" in UP Diliman campus, complete with electronic LED signs, their very own sound system, and a reliable crew with designated tasks for each station. As the stall sits in the middle of a parking lot surrounded by dormitories and nearby staff residencies, it becomes easy for students, teachers and even outsiders to satisfy their "lamang-loob" cravings.!Subject: Mang Larry's Isawan!Taken by: Gabriel Marasigan !Illustrating: Proximity to

Case 18: Bars Galore!!Explanation: From The Distillery to Rue Bourbon, Gerry's Grill to Chicken & Beer, Eastwood's Citywalk comes alive every night as numerous bars compete against one another with through their food, drinks, and not to mention, their lights and sounds. Clearly, there's a bit of clustering going on here.!Subject: Eastwood Citywalk Circle !Taken by: Jeremy Kua January 25, 2014!Illustrating: Proximity to competitors; Location strategy -clustering

Case 19: Let’s get ready to rumble!!Explanation: Long time rivals in the sports apparel industry, Adiddas and Nike can be seen facing one another ala 38th parallel of North and South Korea. The location is not that far off from another location of visible rivalry, one between Coffee Bean & Tea Leaf and Starbucks.!Subject: Nike and Adiddas @ New Eastwood Mall!Taken by: Jeremy Kua January 25, 2014!Illustrating: Location strategy - clustering

Case 20: This job is tiring... !Explanation: Shell has been known for its excellent customer service for many years now. In fact, Shell Philippines is currently celebrating its 100 years as one of the leading gasoline station companies in the country, with the likes of Petron and Caltex. In the picture, it can be seen the lengths Shell would go to satisfy the customers needs; not only does a gasoline boy fill the vehicle with gas as their name imply, but also inflates wheels for the consumer if so desired. !Subject: Shell @ N.Domingo St.!Taken by: Jeremy Kua January 26, 2014!Illustrating: Job enrichment

Case 21: Look an Apple Store! Wait, what!?!Explanation: Smart, a prominent wireless service provider, had recently focused on their image as a company. Now a more hip, fresh and consumer-centric association, Smart not only changed their logo to reflect this, but their numerous branches as well. Taking cues from Apple, their branches are more spacious than ever, not to mention minimalistic, neat, and tidy too. Ones probably going to have a hard time distinguishing one from the other. !Subject: Smart branch @ Robinsons Magnolia!Taken by: Jeremy Kua January 26, 2014!Illustrating: Servicescapes; Retail layout, 5S - Visual Workplace

Case 22: Where’s the fish?!Explanation: Lifeproof, a brand renowned for their durable cases, one of the first to have true waterproofing among others, have recently expanded their operations pass consignment towards concession . As part of their operations, they offer their customers the opportunity to see their case in action, testing its waterproofing capabilities through the use of an ordinary fishbowl; this is added to the fact that all life proof cases are certified as already tested even before being ship to be sold to the market.!Subject: Lifeproof @ Robinsons Magnolia!Taken by: Jeremy Kua January 26, 2014!Illustrating: User-based view of quality, Inspection

Case 23: Their Roof, Their Rules!Explanation: For any organisation to uphold an image or reputation, they have to enforce certain rules with regards to how one dresses and behaves while inside its premises. Saint Pedro Poveda College is one such organisation, with strict policies against revealing outfits as Povedans are trained to be simple and modest students. !Subject: The Dress Code, Saint Pedro Poveda College, Ortigas!Taken by: Camille Basa January 2014!Illustrating: Benchmarking, TQM tool

Case 24: I Spy With My Eagle Eye!Explanation: Layout is very important when it comes to organising any business as it increases productivity and efficiency. This kiosk, with its limited space, was able to maximize its area by making sure everything had its own spot and it was neat and tidy. !Subject: Ice Cream Kiosk, Robinson's Galleria, Ortigas!Taken by: Camille Basa January 2014!Illustrating: Concession Layout

Case 25: Which came first? The chicken or the gravy? !Explanation: In order to increase efficiency, KFC and other similar establishments layout their products in terms of similarity so that their employees have easy access to them. In this case, KFC has individual spots for different products. !Subject: KFC products, KFC, Katipunan!Taken by: Camille Basa January 2014!Illustrating: product-

Case 26: Choose me! Love me! !Explanation: CD-R King has a very wide variety of products that are vying for a single customer's attention. If they were people, they rely on features to stand out. Illustrated in this picture are products that categorised according to type and function - all waiting to be chosen by the customer, like some reality show but for China-made tech. !Subject: CD-R King products, Robinson's Galleria, Ortigas!Taken by: Camille Basa January 2014!Illustrating: location strategy - clustering

Case 28: Sizzle in the Middle!!Explanation: With the counter in the middle by the door leading to the cooking area, the two ends of the establishment become equidistant from the counter where the waiters get the food to be served. Also, with proper distribution of tables and chairs, they are able to maximize their space, making the employees more productive as they are able to lessen the time they get to customers as they don't have to weave through narrow aisles, tables and chairs. Also, the artifacts displayed such as cowboy hats add a more Western

Case 27: Hair Jordan!!Explanation: Titan is not just another ordinary barber shop. With its wood flooring and bright lights similar to that of basketball courts, Titan makes customers feel like they are in a real basketball stadium as they try out different basketball apparel offered by the barber shop. Passers-by can easily see what's in store for them through the latest shoe designs displayed behind the glass. Customers can walk around the shop, read basketball magazines or watch basketball games through the flat screen television.!Taken by: Gabriel Marasigan Illustrating: Retail Layout, Servicescape: Spatial layout and functionality, Ambient lights and background, Improved customer/client interaction