Time Context

The Under Cover Boss episode featuring the subway company was aired on January **, **** after it
aired many changes happen in the company in the past few years. In 2015 the compan Founder/Chief
Executive Officer Fred De Luca was passed away after battling of 2 years from leukemia. He was replaced
by his sister Suzanne Greco that become the president of the company. The successful journey of
Subway is still striving as it continues to expand it franchises all over the world from 30,000 chains up to
44,000 franchises as of 2017. Many marketing strategies also implemented as they follow the trend of
healthy eating of people. New recipes and new ingredients were also added. The company also
announced a new logo for the franchise that was implemented in 2017. They also change their slogan
from Eat Fresh to Fresh Forward. On the other hand from those successful journey they also experience
a bad luck such as trending component of their sandwich is made of materials that using in making
carpet as well as the imprisoned of their famous spokesperson because of child abuse tendency to
closed more than hundreds of franchises all over the americ but then it was not be said as a bad effects
of the company as they close hundres of branches in america region they expand thousands of branches
in Asia and Europe Region.

Problem Statement

 Poor Level of Service and Satisfaction from Customers

 Lack of Employee Motivation
 Lower Level of Convenience of the Company

Objectives

 To increase the level of service of employees to the customers to increase satisfaction

 To increase the motivation of employees so they can work effectively
 To increase the level of convenience of the company

Areas of Consideration (SWOT ANALYSIS)

Strength

 Healthy Food Meals

 Low Startup Cost
 Sub for only $5
 Multi awarded company for being healthy restaurant.
Weaknesses
 High Employee Turnover
 Services are not consistent
 No Online Presence
 Lower Level of Convenience
 Oppurtunities
 Home Meal Delivery
 Health Cosciousness
 Introduction of Drive Thru
 Vegetarian Foods

Threats
 Trend toward healthy eating
 Competition
 Saturated Market
 Bad Reputation

Assumption

 Poor Level of Service and Satisfaction from Customers

Based on the video, most common of the customers did not get satisfied with the poor level of
service from any restaurant. Many customers got really dissapointed because they didnt commit
their title as a Quick Service Restaurant. In every company, level of service must address, though
customer didnt actually know the reasons behind that may be the employees were first time
employees, the employees were not fully trained, lack of incentives thats why employees didnt
perform well.

 Lack of Employee Motivation

According to Sherri she had a very challenging life, her dad was working as a carpenter with a low salary
just to finance her own education for her to help his dad, she work at the restaurant even though her
work its so hard for her, and there is no motivation that the company gave to her, she work hard for the
restaurant for her future. Sherri is an example of good employee. On the other hand loosing motivation
of employees is very important to be manage by company cause them to bored and not satisfied with
their jobs, every company should also address the personal problem of their employees to make them
feel calm and comfortable on their supporting colleagues.

 Lower Level of Convenience

Based on the observation in the video. It seems Subway has only two mode of transaction which is dine
in or take out. Comparing to its huge competitors like McDonald and Starbucks, Subway is in the last line
when it comes to its convenience for the customer. Subway must invest to get more higher profits and it
will also enable them to get rid of their competitors. Though possible reasons that company didnt invest
it may be they dont have any budget, they want to be different to other competitors and they dont have
an idea to increase the convenience of their restaurant.
Alternative Course of Action

Legend: 3-best 2-better 1-good

1. Poor Level of Service and Satisfaction from Customers

Training Incentives Asking Customer

Feedback

Time Constraint 3 2 1

Cost 3 1 2

Effiency 2 1 3

Total 8 4 6

2.Lack of Employee Motivation

Reward System Consultation Seminar

Time Constraint 3 1 2

Cost 3 2 1

Effiency 1 2 3

Total 7 5 6

3. Poor Level of Convenience

Home Meal Delivery Drive thru Booking Party

Time Constraint 1 3 2

Cost 2 1 3

Effiency 2 3 1

Total 5 7 6
 Home Meal Delivery Drive thru Booking Party

Analysis

Conclusion

Decision Matrix

Problems ACA's Time Cost Effiency Total Rank Decision

Constraint Rule

Poor Level
of Service
Training 3 3 2 8 1st Training is
and
the most
Satisfactio Incentives 2 1 1 4 3rd
n from feasible
Feedbacks 1 2 3 6 2nd solution
Customers
Lack of Reward 3 3 1 7 1st Reward
Motivation System System is
to the most
Consultati 1 2 2 5 3rd
Employees feasible
on
solution
Seminar 2 1 3 6 2nd

Lower Home 1 2 2 5 3rd Drive thru

Level of Delivery is the most
Convenien feasible
Drive Thru 3 1 3 7 1st
ce of the solution
restaurant Booking 2 3 1 6 2nd
Party

Conclusion : Fromt the results of alternative courses of action we conclude that:

 Poor Level of Service and Satisfaction from Customers

Based on the table above, the most feasible solution to improve the level of service and satisfaction of
customer is the training of employees. Training is commonly used as a means to increase performance so
employees can perform effectively tends to increase the service of restaurant that has a directly effect
on the satisfaction of customers. This action does not totally consume time as long as all employees are
available to undergo training there will no waste of time. This action also doesn't need any investment,
only the trainor, employees, human resource personnel and management team will be required as well
as the checklist and ready equipments

 Lack of Employee Motivation

The most feasible solution to increase the employee motivation is by implementing a reward system.
Reward system ia proven action to increase the motivation of employees this was validated by the study
of ******, giving an reward, recognition or incentives greatly improves the motivation of an employee to
perform well on his job. This alternative action is not time comsuming as long there was a availability of
printers, its easy to make a certificates and also having a little budget, this action may liitle bit costly but
it was very efficient because it was provenly effective to increase the motivation of employees so they
can work effectively.

 Lower Level of Convenience

The most feasible solution for the problem of lower level of convenience of the company was the
introduction of drive thru. The company most commonly have 2 mode of transaction to customers which
is dine in and take out comparing to other huge competitors Subway is in the last line of giving a lower
level of convenience to their customers even though they are catgorized as one of the largest franchises
in the world. Establishing a drive thru to a soon to be open branch of Subway is not time comsuming as
long as there is a budget and availability of workers. When it comes in cost it may be costly but it is very
efficient because it greatly increase the level of convenience of the restaurant, it also helps to gain higher
profits. Introduction of drive thru will make Subway not different to other competitors.

Plan of Action

Poor Level of Service and Satisfaction from Customers

Training

Objectives Strategies Time Frame Person Involved Expected Output

to increase the Training of every Every 3 months Employees, Well trained

level of service of employee to Human Resource employees
the employees standard and Personnel and
and increase the providing checklist Management
satisfaction of Teams
customers

Lack of Motivation

Reward System

Objectives Strategies Time Frame Person Involved Expected Output

to increase the Implementing of Every month Employees, Motivated

level of employees reward system Human Resource Employees their
through giving Personnel and can now do their
Objectives Strategies Time Frame Person Involved Expected Output

rewards, Management best on their job

recognition to Teams because there is a
employees reward in change
of that

Lower Level of Convenience

Introduction of Drive Thru

Objectives Strategies Time Frame Person Involved Expected Output

to increase the Introduction of Human Resource A Drive thru in all

level of Drive thru, Personnel and franchises of the
convenience for Establishing Management company
the customers Teams, Workers

Recommendation

From the conclusion, it recommends that providing training should always conducted by company in
order to get a well trained employees tend to make their work effectively keeping this continue can
increase the level of service of the restaurant that has a direct impact to the satisfaction of customers. If
the company wans to have a very efficient action to analyze the level of service of the restaurant then
provide a action on it we also recommends to collect feedbacks to the customers, its very important to
hear the feedbacks of customer so they can determine what are they going to improve so they can get a
higher satisfaction from their customers.

Motivation is one of the factors that every company should consider when it comes to their employees.
Any kind of motivation significantly increases the performance of an employee. It recommends that
company should implement a reward system so employees will increase their motivation on doing their
job. According to *** giving any rewards recognition greatly affects the psysiological aspect of employe
tend to become more productive in their daily task. On the other hand another reason of loosing
motivate to employees is their problems in their life. Problems in their daily life usually affect the
performance of employee in their work ( *****) We also recommends that company should conduct a
consultation to their employees to know their problems affecting their performance and it also vital
because according ro study of **** confessing your problems greatly improves the feelings of person.

It recommends that subway company should build a drive thru on their restaurants so they can get high
level of convenience. Having a drive thru is essential to the customers who

Having a presence of drive thru can also increase the profit of the the company. Further more in order to
attain the higher level of convenience we also recommend that company should also implement a
express home meal delivery system it is one of the strengths of other company so its not as bad to adopt
it to make the company competitive to its large competitors.