Ten Decision Points

Product and Service Design

• Ministop products undergo the ff phases:• Idea generation• Feasibility analysis• Product specification• Prototype development• Design review• Market Test• Product Introduction• Followup evaluation

Quality Management• All staff are trained before opening of the branch, there are

different classes• First in First Out method to avoid item expiration. Items will be

considered as loss if not sold before the expiration date.• Customer complaints undergo evaluation first. It is the

responsibility of the manager of the branch to communicate with the customer. Once the complaint is proven, item will be replaced.

• Quality of goods are checked upon the delivery in the store. • Food products cooked at exact temperature• They aim to serve a customer with a certain limit of time to avoid

customer complaints with the slow service.

Quality Management

• “Store adviser network system" – An assigned store advisor who handles 5-7 stores,

visits the store 2-3 times a week for assessment of performance, discussion of action points and strategic plans, and introduction of new products and procedures

Process and Capacity Design

• Products for promotions are sent out to stores, it is up to the manager which products are to be ordered and sold in the branch again.

• Mixed Approaches: Decentralized capacity design means that inventory will be stored as raw material and rapid replenishment which means that the supply arrives in the stores when they need it

Note: Robinsons’ approval needed

Location Strategy

Ministop considers these factors:• Proximity to market• Proximity to supplier (Robinsons)• Proximity to competitors• Near high foot traffic such as malls, condominiums,

residential areas, main roads, transport terminals

Note: New store locations undergo feasibility studies and needs approval from Robinsons

Layout Strategy

• Since it is a franchise, all layout plans come from Robinsons

• Proper utilization of space, flow of information, employee safety, easy customer interaction and flexibility

• 100 sqm minimum space requirement

HR and Job Design

• Staff are screened and trained by Robinsons• Staff/crew can do all store tasks• Store Manager – oversees day to day operations of

the store, ensures sales and profitability targets through strict adherence to the A+QSC policy, cost control, inventory management

• Assistant Store Manager – assists store manager for handling and managing crew; assigned to received stocks and merchandise; assigned to process food machineries

Scheduling

Overall, 15 staff in the (particular) Mini Stop4 on regular 8 hour plus 1 hour break shifts1 security guard per shift (hired by franchisee)1 mid-shift*overlapping of shifts for endorsement

Note: Due to the salad bar, they will be changing schedules

Supply Chain Management - Purchasing

Ministop invested on its Point of Sales System (POS) --an online system developed by Fujitsu JapanMinistop Philippines established the Robinsons Distribution Center Inc. (RDCI) located at Bicutan area. This distribution center uses the latest technology in warehouse management under a consulting agreement with Best Logistics Partners of Ryoshoku

Supply Chain Management - Purchasing

• They can order anything from groceries to supplies

Note: Some stores opt to buy office supplies outside to save cost

Supply Chain Management - Delivery

Expired Goods are for immediate disposal, depending on the “holding time”

Ex. Chicken (6 hours holding time)

Inventory Management

• If the store experiences high losses, they opt to do a monthly inventory for a fee

• Raw materials – monthly inventory• Grocery items – quarterly inventory• Ordering of items is through a PO system

Maintenance

• Store maintenance is all taken cared of Robinsons

Robinsons provides Store Operations the necessary support system which includes training programs, marketing and manpower assistance, 24-hour call service center for repairs and maintenance and other daily operational concerns.