A presentation on world's number 1 fast food chain "SUBWAY". Here we have covered all the aspects of Total Quality Management including dimensions of quality, problems and rewards. Hope you will find it helpful.

1. eat fresh.

2. Prepared By
Hammad Latif, Qazi Hamza Ahmad & Syed Hassaan Ali

3. INTRODUCTION

4. INTRODUCTION
• Subway is an American brand
• Owned by Doctor Associates
• Is currently the leading fast food chain in the world
• Has a tagline of “Eat Fresh”
• It serves in over 43,035 restaurants in 108 countries
• In Pakistan, it has franchises in all the major cities

5. HISTORY
• Founded in 1965 by Fred DeLuca and Peter Buck
• Started its operations with the name “Pete's Super Submarines”
• In 1968, it was renamed to “SUBWAY”
• The first SUBWAY was opened in Fresno, California in 1978
• Outside North America, the first SUBWAY branch was opened in
BEHRAIN in 1984

6. Continue…
• First Subway in the United Kingdom was opened in Brighton in
1996
• In 2004, Subway began opening stores in Walmart supercenters
• In 2007, it surpassed the number of McDonald's locations inside
U.S. Walmart stores

7. MISSION
To provide the tools and knowledge to allow entrepreneurs to
successfully compete in the QSR industry worldwide by consistently
offering value to consumers through providing great-tasting food that
is good for them and made the way they like it.

8. PRODUCTS
Its core product is the Submarine Sandwich. Apart from this, there
worldwide signature varieties are:
• B.L.T
• Chicken Teriyaki
• Italian B.M.T.
• Meatball Marinara
• Roasted Chicken
• Steak & Cheese
• Subway Club
• Subway Melt
• Tuna
• Veggie Delite

9. REGIONAL VARIATIONS & DEALS
• Apart from their standard signature deals, they are giving liberty
to their franchise owners to introduce the deals according to their
cultural locations and demographics
• In Multan, they are offering deals on specific product per day
during the weekdays with the name of “Sub of the Day”

10. Dimensions
of Quality

11. PERFORMANCE
• Health smart
• Fresh
• Vibrant flavors
• Fresh ingredients
• Free from junk and bad calories

12. FEATURES
High Customizability
Make your sub by yourself according to your taste
“Your sub made the way you say”
• Flavored bread
• Variety of meat
• Choice in veggies and salad
• Choice in sauces

13. CONFORMANCE
• Striving in fast food industry while offering smart food choices
• Deliver their ultimate product to customer as showed in
advertisement (high resemblance)
• Ensure the standards of hygiene and food temperature and safety
as claimed

14. DEEP FREEZE FOOD AT -18°C IN F1

15. BRING IT AT ROOM TEMPERATURE

16. BAKING BREADS

17. RELIABILITY
• Hygiene food
• Sauces (Delicio Dubai)
• Availability Halal food not like “McDonald's Pakistan”
• Chicken: K&N
• Import beef meat & turkey from Jordan
• Consistent flavors
• Efficient supply chain
• No shortage of ingredients

18. McDonald's meat scandal: Did
Pakistanis consume rotten meat?

19. “Shanghai Husi Food Company” that had been banned in China over
selling chicken and beef beyond their expiry had also exported meat
to McDonald’s Pakistan last month.
These meat products include McNuggets and McCrispy Burger Patty
in Pakistan from Husi Foods Company Ltd China.
It is also not clear that either food was Halal or not

20. SERVICES
• Highly cooperative staff
• Ensure customer ease at every level from choosing bread to
finalizing the order
• Explain meat variety to customers. e.g., turkey bacon

21. ORGANIZATIONAL TREND (SUBWAY)
• All the franchises of SUBWAY are operating on totally centralized
organizational structure
• From controlling to training; decision making to planning; and
even the whole furniture and outlet design is finalized by the head
office of SUBWAY

22. TRAININGS
• Give training to the employees locally
• In Pakistan, efficient workers are then send to Lahore for further
developmental training

23. DURABILITY
As they offer edible items, their shelf life is not much. It even can not
be microwaved.

24. AESTHETICS
• Good environment
• Oven-warmed fresh sandwich
• Fresh vegetables to add a sense of freshness
• Pleasant environment at restaurants
• Soft background music
• Import Furniture from America, wall paper also recommended by
subway international, even each and every thing in the restaurant is
recommended by subway international according to its standard
• Renovate the restaurant after every 6 years

25. REWARDS

26. Intrinsic Rewards
Employee of the Month
• Appreciation
• Badge
• Group Photo
Celebrations
• Movies
• Get to Gather
• Employee of the Month photo
in the backside

27. Continue…
• 360 degree performance appraisals
• Feedback from colleagues, subordinates and branch manager
• Compensation in the prices
• Quality based performance appraisal

28. Extrinsic Rewards
• 10% commission on extra sale/impulsive sale
• Rs.3000+ extra salary for Employee of the Month
• Yearly bonus on special occasion

29. PROBLEMS

30. COMPLIANCE
Sometime, a franchise of SUBWAY (for some reason) could not
manage to maintain the standard. That’s when the compliance
problems occur.
For example, they could not maintain the standard of furniture or
food.
Solution: The manager of the SUBWAY franchise gets three warnings. If he
could not resolve the issue, then the license of that franchise is cancelled

31. EFFICIENCY
Inventory Management System
• In restaurant, all the items are perishable so they get rotten very
soon
Solution
• To deal with this, they use FIFO (First In, First Out) method in their
restaurants

32. UNSTRUCTURED
• Sometime, unexpected problems occur like customer leaving
without doing any purchase
Solution: Employees are trained to keep customer busy in purchasing
• Sometime, it becomes difficult to control some angry customers
Solution: Special trainings of anger management is given to the staff to
deal with unhappy customers
• Also, most of the time, customer complain without any reason

33. PRODUCT DESIGN
In Multan, first they introduced the signature products at their
outlets but failed. That’s where they get into the problem of product
design. The problems were of:
• Halal Meat
• Taste
• Were not giving customizability
Solution: Now they have introduced the sub of the day deals at
cultural basis, and providing the customizability as well

34. THANK YOU!