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)

2014
Mapa 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 non-
profits.
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

Schedule of Visitation
Visit Time Date Duration
Initial (1)
4:30PM -
6:00PM
Wednesday, February 19, 2014 1 hour 30 minutes
Main (2)
9:30AM -
1:30PM
Thursday, February 20, 2014 4 hours
Final (3)
4:30PM -
7:30PM
Friday, February 21, 2014 3 hours

ATTENDANCE
Name Visit 1 Visit 2 Visit 3
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: Dencios Eatery
Logo:


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 Dencios 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 Dencios.
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. Students Mapua Institute of Technology, Lyceum of the
Philippines, Pamantasan ng Lunsod ng Maynila and other schools
close to the establishment
B. Employees laborers, professionals
C. Average Customers
According to our survey, most of the customers are daily consumers of
Dencios goods and are overall satisfied with their experience. Most said that
they are likely to buy there again and recommend Dencios 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: Dencios Eatery use oxo-biodegradable and non-
biodegradable 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
quality food at an affordable price
throughout the years of its business
operation. It has a good loacation
(near schools and offices) with an
easy to spot entrance. It offers a
variety of dishes everyday prepared
and cooked excellently. It has a
relaxed atmosphere so customers
can enjoy their eating experience.
The food is displayed openly so that
the clients can see what the canteen
has to offer. It has very friendly
laborers that interact with the
clients. A television and set and
sound system along with electric fans
are present all for the comfort of the
customers. Reasonable prices for
meals and also has promos that cater
to the specific needs of their clients
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.
Dencio's eatery offers products that
are available and same with other
canteens in the vicinity. They prepare
the same dishes every day and thus
nothing new to further boost income.
Due to limited space, many
customers are in "waiting" especially
during lunch and break hours. Other
competitors have more clients since
their establishments are air-
conditioned and add to the overall
comfort of the consumers. Relatively
small, tight unit can make table
spacing difficult for large groups of
people. Eatery looks 'tired' with a
lack of attention to detail
throughout. Exterior signage is small.
It lacks the ability to create
innovative advertisements or
gimmicks to attract more customers.
























Opportunities Threats
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.
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.

VI. Recommendations

Dencios 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
Dencios 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 Dencios
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 Dencios
is:
_ Much better
_ Somewhat better
_ About the same
_ Somewhat worse
_ Much worse
_ Dont know or never tried at
others

6. Compared to other similar
canteens and eateries around
Intramuros, are Dencios 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
Dencios again?
_ Not at all likely
_ Less likely
_ Neutral
_ Likely
_ Extremely likely

9. Would you recommend Dencios
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 Dencios 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