Quality report on Hardees

Submitted to:
Submitted by:

Dr. Muhammad Irfan

AmmaraAsghar
MSBA-14-08

Class:

MS-Business Administration
2nd semester

Alfalah Institute Of Banking And Finance,

B.Z.U Multan

Hardee's is an American fast food restaurant chain, which predominantly operates in the
Southern and Midwestern states. It has evolved through several corporate ownerships since its
establishment in 1960. It is now owned and operate. It is headquartered in st lious, Missouri

The first Hardees restaurant in Pakistan opened at M.M. Alam Road, Lahore in 2009. It has
grown to 3 locations with more than 12 Hardees restaurants to be developed over the next three
years by MDS Foods Pvt. Ltd. coming soon. Hardees is known for our Hand-Scooped Ice
Cream Shakes and charbroiled 100% Beef Thickburgers.
The core strengths of the Hardees brand is their premium quality, best-in-class menu, premium
service and delivery systems, premium facilities, innovative menu offerings, youthful brand
image and edgy, cut-through advertising. Their value proposition for consumers is based on
offering authentic, premium quality American Style burgers at a price that consumers are willing
to pay for better quality, better service and better hospitality in a premium Quick-Service
Restaurant (QSR) environment. They offer made fresh to order products, partial table service,
all you can drink beverage bar with free, unlimited refills and the best quality products in our
segment. At Hardees, they concentrate on being the best versus being the biggest, delivering
premium products and the ultimate dining experience to guests.
Supplying the highest quality food to the customers is a core focus for this brand. Their burgers
are made with 100% Pure Beef and are charbroiled, cooked on an open flame, sealing in the
flavorful charbroiled tastes and delivering juicier burgers. All products are made fresh to order
using the highest quality ingredients, delivering the freshest, best tasting products imaginable.
That is why Hardees is known as the ultimate destination for burger enthusiasts, who crave big,
unique, delicious burgers and other sandwiches.
I have visited Hardees situated at 14-A Gulgasht Colony, Multan in order to check their quality
practices. Their major competitors are shajahan grills, pizza hut, zanzi bar. These are all the
successful chain restaurants in Multan and are in intense competition with Hardees. During my
visit to Hardees, I have noticed that it is practicing the following quality measures

5 s of quality
The 5s for workplace organization which are 5 Japanese words, used to check whether
organizations are properly maintaining the quality their products, services, procedures and
practices.
1. Seiri: it is about sorting out necessary and unnecessary items in the workplace and
discard off unnecessary items. In Hardees Multan, I have seen that everything in their
kitchens and cash counter is properly placed and no unnecessary thing was there. Only
necessary things were there.
2. Seiton: it is a place for everything and everything in its place. In Hardees I observed that
there is a proper place for everything. Every necessary thing was at convenient location
in order to quickly fulfill customer orders. They quickly get the things and quickly use
them then they quickly put them off.
3. Seiso: it means cleanliness, which should be the concern of everybody in the
organization. Everyone from top to bottom was keen about cleanliness. At Hardees, there
was not proper arrangement of cleanliness, Proper cleanliness of kitchen, utensils,
shelves, counters, floor, sitting area washroom was not there.
4. Seiketsu: it is the maintenance of above three s. proper check and balance at Hardees was
maintained to inspect whether the above 3 s are in practice or not. These above 3 s are
maintained there as a standard and that standard is strictly followed.
5. Shitsuke: it is all about discipline and sustainability of these practices. By applying these
s, the whole staff at Hardees got disciplined and try their best at maximum level to apply
these in the organization

Fish bone or ishikawa diagram of Hardees Multan

A cause and effect diagram is a picture composed of lines and symbols designed to represent a
meaningful relationship between an effect and its causes. It is used to investigate a bad effect and
to take action to correct the causes or a good effect to learn those causes that are responsible. It
illustrates effects on the right and causes on the left. Effect is quality characteristic that needs
improvement. Causes are broken down into major causes. This is the fish bone diagram of
Hardees

Custome
r service

Facility

wrong order

dirty eating area

unresponsive servers

poor air conditionong

rude waiters
order takes too long

defect in dough mixing

overrushed
dirty kitchens

Customer
dissatisfacti
on

unfresh food

Poor ingredients

under/overcooked

Overspicy

Unhealthy food

small burger, pizza

no taste

Food
processing
method

Food
condition

Interrelationship diagraph:
This diagraph clarifies the interrelationship of many factors of a complex situation. It allows the
team to classify cause and affect relationships among all factors so that the key drivers and
outcomes can be used to solve the problem. This is the interrelationship diagraph of hardees.

Poor food
condition

Low sales

Customer
dissatisfaction

Facility issues

Employee
inefficiency

Poor customer
service

In the interrelationship diagraph of Hardees, it is evident that employee inefficiency is the key
driver; it is the one with most outgoing arrows. It is the thing that is creating all the problems, so
it should be corrected. It is the thing that is the root cause for all the problems and its further
consequence is the decrease in the sale of restaurant. If it is corrected, customers will be satisfied
and the sale of restaurant will improve. Low sales are the thing with most incoming arrows so it
is the measure of success of the restaurant.

Customer views:
During my visit, I have checked the views of some people dinning there, some of them were
satisfied with their food quality but not satisfied with their service quality. They said that the
order processing time is very large. Others are of the view that their dinning environment is very
suffocating, congested, chaotic and noisy. Besides this, their air conditioning just won't get fixed
during the summers. On the other hand, the patty, even though complained about several times,
is still smaller than the bun. Their complaint management system is very inefficient.

Conclusion:

I have concluded that Hardees can be quite successful than now, if it hire more efficient
employees, and solve all the facility issues. They should update and improve their complaint
management system and should respond to customer complaints very quickly. If the employees
will be efficient, there will be good service for customers, they will be satisfied and as a result
the sales, profits and market share of restaurant will increase day by day.