Product standardization through process documentation and training: A management action research for Daddy's Toasted Siopao

• Main Author: Ricafrente, Mark Ivan Leo D.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5261
• Institution: De La Salle University

The action research project aimed to address the issue on inconsistencies on the products appearance across the stores of Daddy's Toasted Siopao (DTS). Using the five (5) Whys and Ladder of Inference, the root cause of the issue was lack/absence of formal written policy and procedures in creating the product. In the context of Standardize-Do-Study-Act (SDSA) cycle and Lewins change model, the objectives of the project were the following: (a) To create and cascade formal written policy and process documentation on the creation of toasted siopao; (b) To introduce the concept of Kaizen to baking personnel for toasted siopao production and; (c) To train company-owned and franchise store personnel of the cascaded policy and process documentation. The agreed interventions to address the issue were the following: (a) first cycle - to create a formal written policy and procedure and (b) second cycle - conduct training in order to reinforce quality on the products appearance. Both cycles were successful based on actual outcomes. On the first cycle, the written policy and procedures were created through brainstorming session of best practices and time and motion analysis. It was successfully cascaded to the stores. However, there were feedbacks received from store personnel and customers which suggested the need to reinforce its implementation. Training was identified to be intervention for the second cycle. All company owned and franchise baking personnel and franchise owners were included in the re-alignment training. After the project, there is an improvement in the products appearance based on more positive responses received from customers and decline in material cost used. Aside from the fact that the value of customer-focused has been cultivated in the organization by continuously improving the product quality, the value of teamwork among production employees has also been strengthened through collaboration.