Asilo, Ruzzel Cristine P.

BSBA - HRDM - 4101

Undercover Boss “Subway” Episode

Subway is the American’s largest sandwich food franchise. It is 29 years in service and
has 33, 308 stores in 93 different countries. Don Fertman, the Chief Development
Officer of Subway restaurants goes undercover. Fred Faluca, the Chief Executive
Officer and Founder of Subway can’t go with undercover boss because he is the face of
Subway as people knew him already. Don Fertman pretend as John Wilson, a
drug/alcohol counselor who wants another career.

In his 1st job, he met Jessi, a sandwich artist and was described as the toughest, no
non-sense employees ever. John Wilson must learn the endless sandwich combinations,
as he has two (2) minutes to review the different combinations, and also has two (2)
minutes tack time for the actual.

In his 2nd job, his objective is to handle customer service during busy days. In this
restaurant, he met Sherri, 19 years in service, and a store manager. This woman knows
all of her customers and she knows how to accommodate people naturally.

In his 3rd job, it is about meeting the demand and finding out on how to reduce cost and
increase profitability. John Wilson met Efrain, a 20 years old foster kid, who is the
youngest store manager he ever met. In this part, John Wilson got locked in a freeze,
and he found it hard to perform such tasks given to him as he bakes and monitors
different sandwiches.

In his 4th job, he noticed that this Subway store is in not traditional demographic
location because it was founded in a church where John Wilson met a man named
Duane, the store manager. John Wilson’s objective is to deliver products fresh and fast.
Communication at phone is the way they provide service to people and makes delivery
in every ordered sandwiches. Don Fertman realized that “It is not just for profit, but
how to make people have a better life.”

Don Fertman acquired so many things in this episode. He noticed that Jessi have great
ideas, and could provide innovation based on her ideas. Sherri really cares about the
customers, while Efrain is an innitiative “star” young man. Don Fertman also gave
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rewards to the four (4) people who continue giving services in their Subway stores. He
pay for the rest of college education for Jessi, and he said that the young lady may go on
a vacation with her dad, as she want on Hawaii vacation. Don Fertman gave $5,000 to
Sherri for shopping and she treated herself to a closet full of shoes. Efrain also had
$5,000 for the foster organization he is currently supporting. The young man finished
his first (1st) semester of college, in pursuit of an Associates Degree. The last one is
Duane, with Pastor Darius, they had an opportunity to run a community outreach
workshop at Subway’s next national convention.

Case Study Analysis

I. View Point
The person who decides in this Undercover Boss “Subway” episode is Don Fertman,
the Chief Development Officer of Subway, who goes undercover as John Wilson that
was being trained by one of the toughest, no non-sense employees ever. His objective
was to analyze the customer service at each of the restaurants around the United States.

II. Time Context

The episode was aired last DATE. After uncovering its strength, weaknesses, and
opportunities on the CBS reality show “Undercover Boss”, Subway made several
changes to the way it trains and treats its employees. The chain established round tables
to improve communication between unit-level and corporate employees. Area
developers now have training staff dedicated to teaching franchisees and store
managers more than operations. Subway respond to its team member feedback with
greater investments in training, not only for front-of the-house staff but also managers.

They want to feel a sense of respect in what they did, and they just want the ability to
make their customers happy. Employees were invited to Subway’s round tables, also
receive the chance to suggest menu items.

1. Problem Statement #1: There is no clear communication when customer orders

their choice of menu through telephone calls.

2. Statement of the Objective: To provide a good and concrete communication

between the customer and employee of Subways in terms of delivery.

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3. Area of Consideration (SWOT Analysis):

STRENGTHS WEAKNESSES

 There are number of stores  Employees have improper attitude towards an

 Customers are able to watch food preparation older trainee.

 Located throughout the world  There is no dining-in services.

 Partnership with American Heart Association  There are few person or limited person working

 Offers a considerable range of healthier food in the whole line.

options.  They only have a small space of store.

 No child entertainment.

OPPORTUNITIES THREATS

 Drive-through introduction  Food contamination

 Continue global expansion  Competitors

 Encouraging dining-in to avoid standing of  Poor economy

customers.  Unsatisfied customers

 Online service

 Expand current menus.

4. Assumptions:

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 - There is a lack of respect towards an older trainee or new employee.
- There are few person or limited person working the whole line.
- There is no dining-in services that leads people to remain standing while waiting for
their turn.

5. Alternative Courses of Action:

ACA 1 ACA 2 ACA 3

* Develop an online * There must be a * Provide customers
service like specified person a store’s cellphone
Subway’s who will take the number to text their
application. call to avoid messages, besides of
miscommunication. calling through a
telephone.
Time Constraints 1 3 2

Efficiency 3 2 1

Cost 3 1 2

Grand Total 6 5
7

6. Analysis:

In terms of Time Constraint, the best way for the short term period is to have specified
person who will take the call to avoid miscommunication and for them to easily get the
exact customer’s orders.

In terms of Efficiency, developing an online services of Subway will make the

customers easily take their order as it will lessen their time and effort in ordering their
menu. This will also help the Subway for the long term period as it will make them
productive in following years.

In terms of Cost, developing online services of Subway is costly rather than the two
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because it will take several process before having the application of the Subway, but it
will greatly help the Subway because it will surely satisfy their customer and they will
both benefited in this aspect.

7. Conclusion:

I therefore conclude that the best alternative course of action is to develop an online
services of Subway to provide a good and concrete communication between the
customers and employees of Subway in terms of delivery. Their time and effort will be
valued by this aspect, and it will makes them both satisfied.

8. Plan of Action:

9. Recommendation:

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1. Problem Statement #2: There are few person or limited person working the whole
line.

2. Statement of the Problem: To provide and maintain a person working in the

whole line.

3. Area of Consideration (SWOT Analysis):

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 STRENGTHS WEAKNESSES

 There are number of stores  Employees have improper attitude towards an

 Customers are able to watch food preparation older trainee.

 Located throughout the world  There is no dining-in services.

 Partnership with American Heart Association  They only have a small space of store.

 Offers a considerable range of healthier food  No child entertainment.

options.

OPPORTUNITIES THREATS

 Drive-through introduction  Food contamination

 Continue global expansion  Competitors

 Encouraging dining-in to avoid standing of  Poor economy

customers.  Unsatisfied customers

 Online service

 Expand current menus.

4. Assumptions:
- There is a lack of respect towards an older trainee or new employee.

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 - There is no dining-in services that leads people to remain standing while waiting for
their turn.
- They only have a small space of store that’s why it looks crowded inside of it.

5. Alternative Courses of Action:

ACA 1 ACA 2 ACA 3

*Current employees *Train current *Combination of
must have a employees in two ACAs.
designated task to be multi-tasking
performed. performance.
Time Constraints 3 2 1

Efficiency 2 1 3

Cost 1 2 3

Grand Total 6 5
7

6. Analysis:

In terms of Time Constraint, the best way for the short term period is that the current
employees must have a designated task to be performed so that it is easily for them to
distribute and make the food for the customers, and it will not make the customers
irritated while waiting with their orders and waiting for their turn to take orders.

In terms of Efficiency, the combination of two ACAs will make them more productive
in their job and it is better to have a collaboration because it will become useful in the
longer period of time and services of Subway.

In terms of Cost, the combination of two ACAs is costly because they will put time and
effort in both aspects instead of focusing in only one side. But it will make them more
productive and their time won’t become useless as they know how to perform other
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tasks not just performing their own tasks.

7. Conclusion:

I therefore conclude that the best alternative course of action is that the current
employees must have a designated task to perform, and they must be trained in
multi-tasking, so that it will provide and maintain a person working the line. Their time
and effort will satisfy their customers and it will become useful in their part and to the
customers.

8. Plan of Action:

9. Recommendation:

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