Business Analysis

2014

The process improvement, organizational change, strategic planning and policy development of Dencio's Eatery. A Business Analysis as a Partial Fulfillment of the Requirements for General Economics with Entrepreneurship and Taxation (SS12)

Mapúa Institute of Technology School of Languages, Humanities and Social Sciences 2/24/2014

INTRODUCTION

Business Analysis is the practice of enabling change in an organizational context, by defining needs and recommending solutions that deliver value to stakeholders. Business analysis is the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. Business analysis involves understanding how organizations function to accomplish their purposes, and defining the capabilities an organization requires to provide products and services to external stakeholders. It includes the definition of organizational goals, how those goals connect to specific objectives, determining the courses of action that an organization has to undertake to achieve those goals and objectives, and defining how the various organizational units and stakeholders within and outside of that organization interact. Business analysis may be performed to understand the current state of an organization or to serve as a basis for the later identification of business needs. In most cases, however, business analysis is performed to define and validate solutions that meet business needs, goals, or objectives. Business analysis helps businesses do business better. The Business Analyst is an agent of change. Business Analysis is a disciplined approach for introducing and managing change to organizations, whether they are for-profit businesses, governments, or nonprofits. Business analysis is used to identify and articulate the need for change in how organizations work, and to facilitate that change. As business analysts, we identify and define the solutions that will maximize the value delivered by an organization to its stakeholders. Business analysts work across all levels of an organization and may be involved in everything from defining strategy, to creating the enterprise architecture, to taking a leadership role by defining the goals and requirements for programs and projects or supporting continuous improvement in its technology and processes. The value of business analysis is in realization of benefits, avoidance of cost and identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, we can ensure an organization realizes these benefits, ultimately improving the way they do business.

BUSINESS VISITATION TIMETABLE

Visit Initial (1) Main (2) Final (3)

Time 4:30PM 6:00PM 9:30AM 1:30PM 4:30PM 7:30PM

Schedule of Visitation Date

Duration

Wednesday, February 19, 2014

1 hour 30 minutes

Thursday, February 20, 2014

4 hours

Friday, February 21, 2014

3 hours

ATTENDANCE Name ORTEGA, Jayne Kazandra P. BASCO, Abigail Joy CACHO, Jared Miguel SANCHEZ, Flereece Anne DE ALDAY, Carol MANALO, Sienne RECIO, JM Nicole

BUSINESS ANALYSIS I. Name: Dencio’s Eatery Logo:

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Location: Corner Solana Street, Barangay 657, Intramuros, Manila Products/Services: Dishes of different variants, rice, meals, drinks and the like. Operating Hours/Days: Sunday to Saturday, 6:00AM – 8:00PM Shifting Schedule: Depends on votes* Labor Units: 1 (1) cook and two (2) assistants / day Visibility of Products: Food items and other related goods are displayed on the counter in clean stainless steel containers. Price: Vegetable Dish @PHP25.00 Meat Dish @PHP35.00 Rice @PHP10.00 Promos: Veggie Meal (Vegetables, Rice, Refillable Drinks) @PHP29.00 Budget Meal (Meat, Rice, Refillable Drinks) @PHP35.00 Breakfast Meal @PHP35.00 Combo Meal (Meat, Vegetables, Rice, Refillable Drinks) @PHP45.00 Combo All Meat (Choice of Two Meats, Rice, Refillable Drinks) @55.00 II. Supply: Daily adequate delivery of raw ingredients from the market (meat, vegetables, etc.) Demand: High levels of demand during lunch and dinner hours Transportation of Goods: Goods are transported from the market place using a container van. Financing: The manager, Mrs. Dianne Basa, handles all transactions. Quality Check and Control: All items that are perishable are stored in a refrigerator, items are consumed the day produced and recycling is practiced. Foods wasted are disposed of properly. Sales/Revenues: Daily revenues of PHP8, 000.00 (est.) Profitability(per day): Production Cost – PHP10,000.00 Revenues – PHP18, 000.00 Profits – PHP8, 000.00 Remarks – Positive Profit Competitive Edge: Since Dencio’s have been serving various customers since 2010 at an affordable price in exchange for excellent food quality and service, they are more competitive compared to other eateries. Competitors: Market structure is perfect or pure competition since products and services offered are the same, liberal establishing and shutting down of

businesses, there are many producers as well as consumers, enough knowledge and information about the business and uncontrolled factors of production. III.

Manager: Mr. and Mrs. Denice Basa are always available. They set clear goals, showsleadership and persuasion skills, display empathy and creating trust, know how to delegate work, have decision-making skills and good performance management and coaching skills and is very optimistic and friendly. They make a huge difference to everyone working with or for them. They are able to naturally drive up performance while engaging with everyone and taking them with them on a journey of continuous improvement. Crew: Crew members are expected to provide customers with a quick and accurate service and show sensitivity to their individual needs, both from behind the till as well as in the dining areas. Food Preparation and cooking the wide variety of food we offer involves using a broad range of equipment and tools. They need to produce orders to a consistently high standard and understand that quality control is vital. Cleanliness and Hygiene requires thorough training in order to maintain their high standards. Before they start, they learn to use a variety of cleaning utensils and chemical cleaning products along with the correct protective equipment. They are pleasant individuals that are neat in appearance, have smiles on their face and pleasant to talk to, provides excellent customer service and is willing to work hard. They are energetic, outgoing, self-motivated individuals that enjoy responding quickly to the needs of our customers. They are proficient in more than one area of responsibility and may not always work the same job function or schedule each day. Patterns of Interactions: The manager-employee relationship has a critical impact on performance. If the manager wants their business to thrive, they must continually cultivate the people and the relationships responsible for making them grow. The boss and employee relationship is important to productivity. A relationship that is built on trust and understanding can make the employee and manager more efficient. A poor relationship that lacks cohesiveness will dampen productivity and can lead to high rates of employee turnover. There are several elements that make up a boss and employee relationship that need to be understood by both parties for the relationship to be effective and these are achieved by Dencio’s.

The manager-client and staff-client relationships show promise since their relationships extend beyond of their titles and they form acquaintances and know each other given an amount of time. They listen to the recommendations of the customers and offer them excellent service and food quality that makes them come back for more. Clients: A.

B. C.

Students – Mapua Institute of Technology, Lyceum of the Philippines, Pamantasan ng Lunsod ng Maynila and other schools close to the establishment Employees – laborers, professionals Average Customers

According to our survey, most of the customers are daily consumers of Dencio’s goods and are overall satisfied with their experience. Most said that they are likely to buy there again and recommend Dencio’s to their family and friends. They also mentioned a few suggestions like adding a variety of other dishes and expanding the place among others. Wages: PHP3,000.00 /month Incentives: Incentives vary weekly. Salaries of long-term workers are considerably higher than those who are newly-employed and less skilled. IV. Other aspects: Dencio’s Eatery use oxo-biodegradable and nonbiodegradable plastic bags for packaging. They order purified drinking water from a nearby water station to ensure the safety of the potable water they use in various aspects of their business. The business follows proper waste segregation and management in order to maintain the proper sanitation of the establishment and promote good health to managers, staff, crew and other labor units as well as the customers. A fire extinguisher is readily available and the canteen is an open space that provides a large area to exit to in case of emergencies and calamities such as fires and earthquakes. V.

“SWOT” Analysis A SWOT analysis leads to business awareness and is the cornerstone of any successful strategic plan. It is impossible to accurately map out a small business's future without first evaluating it from all angles, which includes an

exhaustive look at all internal and external resources and threats. A SWOT accomplishes this in four straight-forward steps that even rookie business owners can understand and embrace. It is about leveraging your strengths, outsourcing and partnering where you are weak, focusing on opportunities, and being aware of threats. A good SWOT analysis serves as a dashboard to your product or services and when done correctly can help you to navigate and implement a sound strategy for your business regardless of company size or sector. The SWOT analysis is a simple, albeit comprehensive strategy in identifying not only the weaknesses and threats of a plan, but also the strengths and opportunities available through it. While an excellent brainstorming tool, the four-cornered analysis prompts entities to examine and execute strategies in a more balanced way. However, it is not the only factor in developing a business strategy. A SWOT analysis is helpful in broadly addresses questions to develop a business plan, but it doesn't go far enough. When SWOT is used in conjunction with other analysis models, these frameworks for strategic thinking are well worth your time and should guide your decision making Synthesis: Dencio's Eatery is in a highly lucrative market in a rapidly growing economy. It foresees its strengths as the ability to respond quickly to what the market dictates and to provide quality goods and services in a growing market. In addition, through aggressive quality management, it intends to become a well-respected and known entity in their respective industry. Its key personnel have wide and thorough knowledge of the business and have the necessary skills needed to function individually or as a unit and to accomplish all tasks and duties which will go towards penetrating the market. Nevertheless, it acknowledges their weakness of a medium-sized food business with no improvement or significant change for the past year and the threat of new competition taking aim at its niche. Below are the summarized strengths, weaknesses, opportunities and threats.

Strengths Weaknesses Dencio's Eatery is capable of serving Dencio's eatery offers products that quality food at an affordable price are available and same with other throughout the years of its business canteens in the vicinity. They prepare operation. It has a good loacation the same dishes every day and thus (near schools and offices) with an nothing new to further boost income. easy to spot entrance. It offers a Due to limited space, many variety of dishes everyday prepared customers are in "waiting" especially and cooked excellently. It has a during lunch and break hours. Other relaxed atmosphere so customers competitors have more clients since can enjoy their eating experience. their establishments are airThe food is displayed openly so that conditioned and add to the overall the clients can see what the canteen comfort of the consumers. Relatively has to offer. It has very friendly small, tight unit can make table laborers that interact with the spacing difficult for large groups of clients. A television and set and people. Eatery looks 'tired' with a sound system along with electric fans lack of attention to detail are present all for the comfort of the throughout. Exterior signage is small. customers. Reasonable prices for It lacks the ability to create meals and also has promos that cater innovative advertisements or to the specific needs of their clients gimmicks to attract more customers. especially students. The eatery takes cleanliness and food hygiene very seriously. They practice proper waste management and segregation. All workers receive a reasonable salary for their labor. The business exterior is clean and tidy.

Opportunities Dencio's Eatery can open a new branch around Intramuros so that they can accommodate more of their valued customers at a given time. More students walk by and try their products. Varied menu could attract more loyal clients. Overall makeover of the establish to attract consumers and current customers will feel more comfortable and at ease. Dencio's could offer catering services around Intramuros to attract more clients. Improvement and rendition of promos and advertising strategies could attract the interest of passersby.

VI.

Threats Several businesses surround the establishment so every customer should be treated like the first. Main competitors have lowered their prices and are attracting some of Dencio's loyal customers. People go for fast food or other similar eateries because of constant advertisements and promotions. Other establishments continue to improve their menu so that people will have new choices every day. Other threats consist of the potential rising price of certain foods, new substitute products emerging and economic pressure.

Recommendations Dencio’s Eatery should maintain cleanliness and orderliness at all times. Along with the suggestions of its valued customers, it should widen the variety of foods they offer so every day they have something new to sell to their consumers. Its staff and crew should display courtesy at all times towards each other and to the clients. The foods offered should have a consistent taste and an excellent quality to meet the optimal satisfaction of Dencio’s customers. It should create new offers and promos to attract various customers. Advertising their business along with the improvement of their logo and external signage will contribute to the overall popularity of the eatery, thus attracting more clients leading to higher profits.

APPENDIX

CUSTOMER SATISFACTION SURVEY

Please put a cross (X) on the item that corresponds to your answer. 1. How often do you go to Dencio’s Eatery? _ daily _ once per week or more _ 2 to 3 times a month _ once per month _ every 2 to 3 months _ 2 to 3 times a year 2. How long did you wait for your order? _ Very long _ Not too long _ Just enough _ A little while _ No time at all 3. The service of the employees/staff/crew is excellent. _ Strongly Disagree _ Somewhat Disagree _ Neutral _ Somewhat Agree _ Strongly Agree 4. How satisfied are you with the overall atmosphere (e.g.

presentation of food, cleanliness of place and the like)? _ Very Unsatisfied _ Unsatisfied _ Somewhat Satisfied _ Very Satisfied _ Extremely Satisfied 5. Compared to other similar canteens and eateries around Intramuros, thinking of the value of money, would you say that the quality of food from Dencio’s is: _ Much better _ Somewhat better _ About the same _ Somewhat worse _ Much worse _ Don’t know or never tried at others 6. Compared to other similar canteens and eateries around Intramuros, are Dencio’s prices more reasonable, less reasonable, or about the same? _ Much more reasonable _ Somewhat more reasonable _ Slightly more reasonable _ About as reasonable _ Slightly less reasonable

_ Much less reasonable 7. Overall, how satisfied are you with the food that you order? _ Very Unsatisfied _ Unsatisfied _ Somewhat Satisfied _ Very Satisfied _ Extremely Satisfied 8. How likely are you to buy from Dencio’s again? _ Not at all likely _ Less likely _ Neutral _ Likely _ Extremely likely 9. Would you recommend Dencio’s Eatery to your friends and relatives? _ Definitely

_ Probably _ Might or might not _ Probably Not _ Definitely Not 10. What would you recommend to further improve the overall quality at Dencio’s Eatery? (e.g. food quality, service, prices, variety of products, orderliness of place etc.)

Thank you for your time. God bless! 

SAMPLE CUSTOMER SATISFACTION SURVEY

VISITATION PHOTOS

Submitted by: ORTEGA, JAYNE KAZANDRA BASCO, ABIGAIL JOY SANCHEZ, FLEREECE ANNE CACHO, JARED MIGUEL RECIO, JM NICOLE MANALO, SIENNE DE ALDAY, CAROL SS12 – GREEN Submitted to: GIL ASTROPHEL ORCENA SS12 Professor