A system study on the Quezon Avenue branch of JPD Pizza Inc.

Date of Publication


Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Engineering

Subject Categories

Operations Research, Systems Engineering and Industrial Engineering


Gokongwei College of Engineering


Industrial Engineering

Thesis Adviser

Dennis Cruz

Defense Panel Chair

Ronaldo Polancos

Defense Panel Member

Charlle Sy


JPD Pizza Inc. is a fast-casual food enterprise operating for more than twenty years at the time of the study. It has more than one hundred branches all around the Philippines. The branch located along Quezon A venue was the focus of the study as it is a stand-alone, company owned branch.

The system was documented and data from Janua1y 2018 to June 2018 was gathered through the point of sale system in the branch that records the assembly and service times of the branch. Statistical tests were conducted in order to determine any difference in performance times in relation to time of the day, day of the week, day of the month, and week of the month, as well as among the months that the data covers. No statistically significant differences between time periods were observed and determined. Time Studies and Work Sampling were also conducted in order to document the current performance of the branch. Alongside the performance of the branch with regard to actual service times, data regarding customer satisfaction were also gathered. An internal quality audit pe1fonned by management was gather. The company maintains standards for service times and quality audit ratings. After documentation, a Strengths­Weaknesses-Opportunities-Threats (SWOT) Analysis was conducted. In order to validate and support the findings of the management quality audit, a SERVQUAL-Based survey was conducted to measure customer satisfaction. The deviations in standards and performance times became the basis for the identification of the problems of the system while the quality audit ratings and the customer satisfaction rating were used to prioritize and identify the main problem through the analysis of the Seriousness, Urgency, and Growth (WOT-SUG Analysis) of each weakness.

The main problem statement was identified to be:

"The mean overall food service time deviated by 4. 04 minutes for single meals, 4.46 minutes for bundle meals, 0.96 minutes for group meals from standards of 10, 12, 15 minutes, and 5.42 minutes for 6 to 12-inch pizzas, and 4. 07 minutes for 15-inch pizzas, from standards of 15, and 20 minutes. "

A Problem Analysis was conducted in order to determine the root causes of the problem. An Initial Why-Why Analysis was performed with the aid of interviews and discussion with management to determine the potential root causes. The potential root causes were validated using a Two-Phase Frequency-Delay Validation Methodology which considers both frequency and severity of the occurrence of the root causes. Once this was conducted, a Pareto Analysis was performed to determine the root causes that contribute the most to the main problem. The final root causes were identified to be:

  • Unavailable cooked stock of customer preferred chicken parts
  • Insufficient cooked rice stock
  • Insufficient pizza slices for meals
  • Finished Pizzas are waiting at the end of the conveyor oven
  • The dining staff do not hear the alert of the dispatch worker

Several alternatives to improve the system and eliminate the root causes of the main problem were proposed. These alternatives were subjected to a Decision Analysis to determine the prioritized alternative. The chosen alternatives are as follows:

  • Improved Simulation Validated Food Component Scheduling Policy for:
    • Rice
    • Pizza Slices
    • Fried Chicken
  • Alternative Manual Pizza Cutter
  • Electronic Buzzers for Dining Staff

In order to improve customer perceived waiting time, the following alternative was proposed:

  • Limited Internet Provision for Customers

The potential problems of each solution were identified and each trigger and countermeasure for each potential problem was identified.

In order to determine the feasibility of the proposed system, a simulation using ProModel was used to simulate the proposed system. The improvements in performance of the simulated system became the basis for the monetary cost-benefit analysis of the proposed system. An implementation plan for the proposed system was created. The proposed system was determined to have an estimated investment cost of PHP 202,622.50 and a monthly operating of PHP 723,771.97. The monthly estimated monetary benefit was estimated to be PHP 1,345,447.30 and this benefit is expected to be realized after the first month of implementation. The proposed system was determined to have a payback period of approximately three to four mouths.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall


Food service—Quality control; Operations research

Embargo Period


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