This case study analyzes Jollibee, a Filipino fast food company. It discusses Jollibee's values of customer focus, teamwork and fun. The mission is to bring great taste and happiness to everyone. Key strategies include operational excellence, strong customer service, treating employees and franchises like family, and supporting social causes. The study also examines Jollibee's leadership, global expansion including entering the US market, and acquisition of Tokyo Teriyaki House. Forces analysis identifies high rivalry in the industry and threat of substitutes. Core competencies include quality control, branding, and localized pricing.

1. Case Study

2. AGENDA
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A Brief Story
Values, Vision, Mission, 3B’s
Five Forces Analysis
KSF
Strategic Group Map
Operational Excellence
Serving the Customers
Serving the Employees
Serving the Franchises
Serving the Country
Leadership
Globalization
Let’s Discuss

3. A BRIEF STORY
Jollibee’s story timeline

4. VALUES
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Always customer first
Excellence through teamwork
Spirit of family and fun
Frugality
Honesty and Integrity
Humility to listen and learn

5. MISSION
“ We bring great taste and
happiness to everyone.”

6. VISION

7. 3Bs
The three ‘B’s ensure the attainment of the vision:
• Boost the standards of the fast-food industry
• Build brand satisfaction
• Broaden our reach to customers

8. FIVE FORCES ANALYSIS
Barrier
High
Low
Learning Curve Effect
Medium
Medium
Product
Differentiation
Medium
Result
Economic Of Scale
is
Strength
Medium
Medium
Brand Identification
High
Low
Capital Requirements
Medium
Medium
Switching Costs
Medium
Medium
Control of
Distribution Channels
Low
High
Proprietary
Knowledge
Low
High
Control Of Access to
Raw Materials
Low
High

9. FIVE FORCES ANALYSIS CONT.
Bargaining
Power of
Buyers
• Buyers purchase the item in small quantities.
• Seller’s brand reputation is important to a buyer.
• A particular seller’s product delivers quality that is
important to buyer
is
• Switching costs are not high (Medium)
• Quantity and quality of information are available to
buyer improves
• Buyer have the ability to postpone purchase until later
• Integrate backward threat (Medium)

10. FIVE FORCES ANALYSIS CONT.
Bargaining
Power of
Suppliers
is
o Item is readily available from
many suppliers
o Switching cost is low
o There is a surge in the availability
of supplies
o High volume purchases are
important to seller
o Integrated Backward threat
o
And many more…

11. FIVE FORCES ANALYSIS CONT.
Rivalry
among
Competing
Sellers
is
• Concentration of competitors is high
• One or two rivals have powerful
strategies
• Fixed Costs are
medium
• Fixed Costs are
medium
• Switching costs are
medium
• Industry growth rate is
high
• Product differentiation
is high

12. FIVE FORCES ANALYSIS CONT.
Threat of
Substitute
Products
With so many firms in the quick
is
switching costs, similar
service/burger industry, low
products, and healthier
options, the threat of substitutes
is very high.

13. KSF
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Quality Control Know-how
High Labor Productivity
Breadth of product line and product selection (Menu)
A well-known brand
Courteous, Personalized customer service
Clever Advertising
National and International Distribution capabilities
Short-delivery time
Supply-chain management
Overall low-cost
Convenient Locations

15. STRATEGIC GROUP MAP
Price/ Localized
Price
Mc Donalds
Burger King, Wendy's, …
Others
Localized

16. OPERATIONAL EXCELLENCE
• Two Commissaries
– Pasig City
– Mandaue City
• Out sourcing IT support activities
• Adhering to “FSC” Standards:
“Every Food (F) item served to the public must meet the
company’s excellence standards or it will not be served at
all.”
“The Service (S) must be fast and courteous”
“Cleanliness (C ), from sidewalk to kitchen, From Uniforms to
utensils, must be maintained all times.”

17. SERVING THE CUSTOMERS
• Importance of Serving the Customers
• Advertising
• Jollibee and Children
• CRM

18. SERVING THE EMPLOYEES
• Extensive training programs
• Superior “Family-like” atmosphere
• Highest compensation and benefits packages

19. SERVING THE FRANCHISES
• Special attention to the Franchises selection
• Supporting new Franchises
• “Family-like” treatment

20. SERVING THE COUNTRY
• Supporting Social Causes
• Toy and book collection drive
• Housing Project
• Helping Environment

21. LEADERSHIP
• Tony involved himself to the fullest extent
• Perfect Communication
• Continuous Learning philosophy
• Appointing professionals
“Management of the year 2003”
award by MAP

22. GLOBALIZATION
• Where are the Filipinos?
• Not limiting the market to Filipinos
• Entering into the USA and the challenges
• Acquiring Tokyo Teriyaki House (TTH)

23. LET’s DISCUSS
• What are the core competencies?
• What are the competitive advantages?
• Why they haven’t entered into India?