ENTREPRENEURSHIP TECHNOLOGY

1.0 EXECUTIVE SUMMARY

This case study is focusing on the delivery of food product. In this case study, we are
stress on the issues and problems currently happening towards Burger Bakar Abang
Burn. From the finding, there are five (5) problems were recognized in this case study,
which are poor customer services, unattractive packaging, poor management, ineffective
marketing and advertising campaign and technology being used. All these problems
affected the overall Burger Bakar Abang Burn potential in order to be the top burger
restaurant in Malaysia. Hence, customer also feel uncomfortable with all these problems
where it completely reducing Burger Bakar Abang Burn enactment.

All problems faced by the Burger Bakar Abang Burn had instigated most of the customer
feels dissatisfied with the overall Burger Bakar Abang Burn performance. Based on
finding and discussion, all these problems were identified where all these problems
exactly happened against Burger Bakar Abang Burn. Although five (5) problems were
highlighted, but there are two (2) major problem which is poor customer services and
technology being used was deliberated in the discussion. In fact the discussion has also
included an alternative solution which includes pros and cons of each of the solution.

Thus, in this case study we suggest the best solution and recommendation in order to
resolve the problem faced by Burger Bakar Abang Burn. There are four (4)
recommendation presence suggested which are training the staff, stay ahead of
competitors, increase job satisfaction level, and upgrading patty machine (The
Hollymatic Super Patty machine). Therefore, all these recommendation are hoping can
resolve or reduce to some extent the problems faced by Burger Bakar Abang Burn.

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2.0 INTRODUCTION

2.1 Background Of Study

The exact origin of the hamburger may never be known with any certainty. According to
(Stradley, 2008) A common misconception is that the first hamburger was created in
Hamburg, Germany. While the inspiration for the hamburger came from Hamburg, the
sandwich concept was invented much later. During the 19th century, Hamburg became
famous for their beef, from cows raised in the regional countryside. Hamburg beef was
commonly chopped, seasoned and molded into patties. Since refrigeration was not yet
available, fresh beef like this had to be cooked immediately.

When related on terms of entrepreneurship, Entrepreneurship is when you act upon

opportunities and ideas and transform them into value for others. The value that is created
can be financial, cultural, or social. (DiTenne, 2014). Other than that, entrepreneurship is
very important to help the person to be creative and innovative when he or she starts their
business.

Regarding on our report, we should to identify and investigate company background

which refer on entrepreneurship partners only. It comprises of five criteria allocated which
are background of the company, organizational structure, what kind of business or product,
how they marketing's and doing their operational strategy and lastly financial achievement to
know the comparison in-terms of profit and loss whether per day or per week or per month.
All these criteria will be discussing on detail in next content.

Burger Bakar Abang Burn, one of the biggest success stories in burgers since the days of
Ramly Mokni founder of Ramly Group. At first Abang Burn opened a meat business but
unsuccessful, than he taking risk and innovated his knowledge and skills to a new brand of
Burger Bakar, Abang Burn learned the art of creating burger in Australia. So, he got familiar
with the step of processing and butchery of meat.

Abang burn open his first outlet at Dagang Avenue Food court, Ampang. The reason he
open at food court because food court shows the stable amount of visitor that can choose
the various of food and give a good potential to a brand new like Abang Burn and started
viral at social media such as Facebook, twitter and from the customers because the taste
and choice of burger.

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Burger Bakar Abang Burn (BBAB) was registered with Suruhanjaya Syarikat Malaysia
(SSM) including certificate of authentication (HALAL) and franchisor registered with
KPDNKK. Abang Burn also strict on his licensees. He has received tremendous amount of
application for license or franchise. However, he only selects based on a licensees
character, leadership abilities, multi-tasking skills and commitment to engage in the business
on a full time basis. No one would be happy when a business is not profitable and that is the
reason why he extremely strict on who is he's licensee.

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2.2 Problem Statement

There are problems arise based on burger Bakar Abang burn service and products,
which are:

2.2.1 Lack of marketing and strategies

Even though Burger Bakar Abang burn generally well known in area Kuala Lumpur
still not many people known about the existence of Burger Bakar Abang Burn.
Marketing for the Burger Bakar still not in good par, This is the only way to make sure
get the customers. According to (Aaker, Kumar and Day, 2008), A marketing plan is
also important for developing a promotional strategy as it helps your business identify
its target markets and to set measurable goals. It is vital to the success of the
organization that you implement a marketing plan that aims for growth and positive
change in the bottom line.

2.2.2 Customer Service (Major Problem)

Burger Bakar Abang Burn has failed to keep up with the times and has not provided
its staff with any adequate training for service, which is customer need to wait for a
long time to get the food. Customer service has become a key differentiating factor in
todays super competitive fast food industry. According to Onoro (2015), Providing
good customer service to all of your customers is key to building your business.
Customers who receive excellent service will improve the bottom line of your
business by returning to you with repeat business.

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2.2.3 Limited of choices

The problem with Burger Bakar Abang Burn is limited to the menu, some customer
already bored with the menu and might be turn to other kiosk. Besides, its may slow
frequent users that always comes Burger Bakar Abang Burn.

2.2.4 Unattractive packaging

Packaging for Burger Bakar Abang Burn is quite similar with the other burger kiosk
that more cheaper in term of price. They should be designed in a way that gives a
quality look of the brand which appeals to the customers and adds value to the food.
Packaging can play an important role in brand strategy where positioning is crucial as
stated by (Coles and Beharrell, 1990)

2.2.5 Menu Issues

Because of the name stated in the menu , Customer become confuse and hesitate to
buy Burger Bakar Abang Burn even though Halal certificate already approved. Rare
name it should be good because its tricks to make customer order more, But in this
case it is opposite.

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2.2.6 Lack of Consistency

Consistency of other branch still not same with the certain branch which is
popular among the customer because the customer might not get what they
wanted. For example, Ampang kiosk sell the Beef Burger special but in the
Klang kiosk do not sell this menu.

2.2.7 Poor management (Major Problem)

Burger Bakar Abang Burn has failed to keep the management in a good
condition, because of most of the customer need to queues in long lines just
to get their burger. Poor management can led into low productivity and it will
be effect to the branding name. The picture clearly show customer queues
without any solution from the management.

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2.3 PURPOSE OF STUDY

2.3.1 To identify the problem fast food industry in Malaysia.

Burger Bakar Abang Burn was the case study we choose. From the case study we
choose, we identify that there are several problem arise in small and medium
industries fast food in Malaysia, which is already explained at section problem
statement.

2.3.2 SMEs Constrains and challenges

To solve the problems that may arising or issue towards company background. The
problems that may discussed on problem statement which what kind of problems and
challenges that partnership business faced during start phase, manage and control
their products. The key main point should be highlighted which is how they maintain
to reduce the problems that may occurs regarding on their product. It also can be
affected on profit and loss towards their financial statement.

2.3.3 To enhance new knowledge about entrepreneurship business.

Based on our report, we should to identify and analysis on partnership business,

what kind of their product, study on local brand product, how they are managing and
control their product, and etc. All of these criteria will be tend to help student when
they want to put themselves in entrepreneurship business world which are how to
start, how to get information from other experience person, what kind of problems
and challenges faced in current situation

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3.0 COMPANY INFORMATION

3.1 BACKGROUND

In the early 2006, the burger bakar abang burn was created by Khairul. Burger bakar abang
burn had a mission and a dream to create a perfect and juicy burger. As Khairul says he
wanted to create a burger that he would be proud to serve to his friends at his home.
Creating a tasty meat product is their forte but to sell it is successfully to the consumers is
the most challenging. In short, its about how to ensure your consumers love your brand in
the long run. Burger Bakar Abang Burn, one of the Malaysias fastest growing food chain,
had always strive towards this goal. With almost 20 branches of Abang Burn Burger Bakar
operating around Malaysia, it is no surprise how popular this brand has become. Today,
Abang Burn is mainly around the Klang Valley where it has a branch in Ampang, Kajang,
Kota Damansara, Subang and Shah Alam while there are branches in other states covering
the likes of Kedah, Johor and Pahang as well.

3.2 ORGANIZATIONAL STRUCTURE

GENERAL MANAGER

KHAIRUL BIN AZIZ

ADMINISTRATION OPERATION FINANCIAL

MANAGER MARKETING
MANAGER MANAGER MANAGER

NAHIYATUL BAKHTIAR BIN FIRDAUS BIN

SYAHIRAH BINTI ASMA BIN
ABDULLAH RADZIF MAT LAWI
ROSLAN

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3.3 PRODUCT/SERVICES

These luxury burgers are serious about taste but without all the quilt. Flame grilled premium
chicken with lettuce a taste of mayonnaise in a sesame seed bun. The grilled burger is
consisting of grilled beef patties, sesame seed bun, sauce, lettuce, onions, tomato, pickles
and cheese. There are two choice of patties can be chosen either beef or chicken. It also
have variety choice by add on topping and the price is more affordable. The menus that
burger bakar abang burn provide are original burger, the premium burger which special than
original burger and side dish. The original burger consist of beef burger, chicken burger and
premium burger are fried chicken burger, Friday night lamb burger, double burger and
burger tower. While side dish they are served meatballs, cheesy mushroom, cheesy
wedges, cheesy curly fries and sausages.

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3.4 Business strategy

Burger bakar abang burn serves fresh and juicy grilled burger. Strategically located in Kuala
Lumpur will quickly become the premier hi tea or dinner destination, serving locals and
students. They will attract 35% new customers a year after the second year and will reach
profitability by the end of year two.

Burger bakar abang burn will provide a combination of excellent patties at value pricing, with
fun packaging and atmosphere. Burger bakar abang burn is the answer to an increasing
demand for snack-type fast food to be consumed. Next, Burger bakar abang burn restaurant
create a loyalty card scheme. Give customers a card to be stamped with every purchase.
Once they reach the target number, they qualify for a free one.

In attracting customers to try grilled burger, they provide a see-through kitchen, so that
people will see how they are committed to freshness in their products. The kitchen will also
let out an aroma of our freshly grilled burger into the surroundings area, so that people will
come and try grilled burger.

The objectives this restaurant to be achieve are to establish a presence as a successful

grilled burger and gain a market share in Kuala Lumpur and to expand into a number of
franchise by year three, and sell the franchise to neighboring metropolitan cities, such as
Singapore , Bangkok and Indonesia. While the mission of the burger bakar abang burn to be
one of the most successful grilled burger in Kuala Lumpur and will be serving high quality
food at a great value. To succeed in this business they must create a unique, innovative,
entertaining menu that will differentiate them from the rest of the competition.

3.5 Technologies

Burger Bakar Abang Burn using small patty machine only where it took a long time to
prepare the patty. In this case, this patty machine took about 10-12 minutes just to produce
the patty. Burger Bakar Abang Burn applying the concept of technology in order to reducing
time for making patty burger. However, this patty machine did not achieve the operational
target.

By upgrading the patty machine, Burger Bakar Abang Burn can buy new patty machine in
the market to enhance more flexibility and high performance which a bigger size than before.
This high-quality patty machine can provide more burger patty in short of time compared to
old patty machine. So that can reduce time to prepare the patty.

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3.6 Marketing strategy

Product is a physical item that can be seen, owned, used or consumed. The main purpose
of this business is to introduce new product and attract the customer to buy the product from
our shop. In fact, it is proven to show that burger bakar abang burn product is fulfills the
customer criteria and taste. The price that will be charged is slightly cheaper in order to
compete with other expected competitors. Furthermore, their price will be based on
ingredient or patty they are used.

This company performs advertising and promotion in order to introduce this product and
increase sales by attracts the prospective buyers. The advertisement will be done through
online, radio, television and newspaper. They also will promote their burger through
advertising and promotion. For example through Instagram, Twitter, Facebook and company
websites which can be found by searching burger bakar abang burn

In additions, this company is going at full force to distribute flyers in area Kuala Lumpur to
get more distributors. In conjunction to the promotion strategy, this restaurant is going to
provide customers a card to be stamped with every purchase. Once they reach the target
number, they qualify for a free one. In this case, the best way is to gain the customers and
loyalty to the burger bakar abang burn restaurant for this product which is customers trust
and create an entertaining menu that will differentiate them from the other competitors.

3.7 Operational strategy

By producing grilled burger, the food art sdn bhd as a supplier to supply the patty and deliver
to the burger bakar abang burn kiosk. Usually they produce 300 pieces of patty to be
delivered it to burger bakar abang burn. Burger bakar abang burn kiosk used small patty
machine where it took a long time to prepare the patty. This patty machine took about 10-12
minutes just to produce the patty. Then the patty will be grilled on the bbq grill so that the
aromas are spread to the surrounding and attracting the customers from the outside. Next,
the order must be prepared before it can be delivered to the customer, with payment
occurring in between. Orders must be transmitted, instead of simply being filled, in order to
accommodate the special orders. The total of waiting plus service time is 5 and 15 minutes.
For that restaurant provide 12 employees to serve the foods to their customers. The
operation hours start from 5.00pm until 12.00am in every day except Sunday.

To reduce the cost and time, burger bakar abang burn need to use the bigger machine patty
because can make the patty in large amount at the same time.

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3.8 Financial achievement

Abang Burn grilled burger, aims to almost double its sales to about RM20 million in two
years time. Anticipating slower demand for the first six months after the Goods and Services
Tax (GST) implementation in April, he expects this years sales to be worth about RM12
million. Khairul said 4.5 million Burger Bakar Abang Burn had been sold since two-and-a
half years ago, representing 32 percent of the grilled burger market in the country, thus
making it the biggest segment leader. Burger Bakar Abang Burn, which has revolutionised
the countrys roadside burger, is sold at an average price of RM7.50. For those thinking of
becoming a franchisee to ensure that the franchisors they are interested in have a good
leadership, a good business plan and a strong operating system that could support the
business in the long run. On Burger Bakar Abang Burns expansion plan, Khairul said the
company is in the midst of strengthening its systems and to increase its franchisees from 11
at present to 20 by the end of 2016. They earn RM 5,000 sales a day.

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4.0 COMPANY ANALYSIS

4.1 SWOT ANALYSIS

4.1.1 Strengths

Abang Burn Burger Bakar is one of a kiosk that selling their one and only best menu which
was burger. Everyone will enjoy Burger Bakar due to their delicious taste and signature dish
provided. Most customer is satisfy by having only this one menu only to enjoy. Due to a
powerfully positioned brand, consumers are aware of and responsive to Burger bakar abang
burn and its products. Burger bakar abang burn has been able to build its brand through
strategically placing their restaurants at locations near shopping centers, public attractions,
and through effective advertising efforts and specials promotions. Burger bakar abang burn
also has the same menu in every location which allows for consistency among its different
locations. No matter which location a customer visits, they can be confident of their
expectations. On an operations level, the company has focused increased resources on
menu innovation and improving its customer service. Khairul has done a great job of this
especially during the recession, which has allowed them to penetrate their market and in turn
create customer loyalty.

4.1.2 Weaknesses

Although burger bakar abang burn has tried to differentiate itself from competitors through its
unique style of burger bakar food, it is still very similar to its competitors in food quality,
target markets, atmosphere, price, etc. Also, because it is on the cheaper side of the chain
restaurants it has a perception of being low quality, which makes it harder to reach out and
target higher income segments. Burger bakar abang burn tends to have a menu consisting
of foods that are very unhealthy. Showing the nutrition facts could be a turn-off for many
potential or current customers. Additionally, burger bakar abang burn has a current labor
lawsuit that has brought negative publicity. Burger bakar abang burn policy that if a customer
leaves the restaurant without paying their bill, the server must either pay for the walkout or
be written up. If it happens again the employee may be terminated. This lawsuit may have
negatively changed customer perceptions about the companys business ethics.

4.1.3 Opportunities

Global market: The casual dining industry will be characterized for the next five years by
high competition. In order to profit in the current marketing environment with the loss of
many health conscious Malaysia customers, chain restaurants can focus on international
markets overseas and expanded menus.

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Technology: To decrease the cost of employees performing solo tasks, Burger Bakar Abang
Burn is currently testing new combination ovens that will replace current skillets and
smokers. These ovens can cook necessary food at three times the old capacity. The chain is
also getting prepared to test new fast food-like conveyor belt technology. This would allow
line cooks to prepare more meals more efficiently.

Health-conscious market: The current time poor society is eating out more frequently than in
years past. People are struggling to eat health consciously with many restaurant meals
having twice as many calories as their home cooked counterparts. An example is Burger
bakar abang burn grilled barbecue chicken salad which has 1050 calories or over half of the
average persons daily recommended intake. Burger Bakar Abang Burn has a good
opportunity in repositioning its guiltless grill line, which includes the Caribbean and Asian
salads, along with a few other healthy and reasonable items. This would allow burger bakar
abang burn to better compete with semi-fast food restaurants which include Chili and
Subway. These restaurants offer more items that are reasonably healthy, affordable,
convenient and fast.

4.1.4 Threats

Cost of raw materials: The kiosk is looking to negotiate price floors and ceilings for
commodities. In addition, many large restaurants are looking to buy essential items in large
quantities, often more than customers demand in a given time period. This cost saving
strategy is in attempt to combat a rise in demand for protein rich foods. In addition, bad
weather in agricultural regions, government health regulations, technologies to turn corn into
ethanol and investors have helped boost the price of many food commodities
recently. Current market factors including high unemployment, weak home values and
consumers looking for good deals have made raising prices at kiosk very risky. Rising
commodities include grains, sugar, cheese, and meats.

Government regulations: The new universal healthcare law may be one of the biggest and
most costly threats to restaurant chains in the near future. Kiosk with ten or more workers
would have to provide health insurance to employees who work more than thirty hours per
week. This means that many rank-and-file employees who are not covered, which is eighty
percent industry wide, would now qualify for health insurance at the expense of their
employer.

Market competition: The kiosk is a monopolistically competitive market. In turn, kiosk have
very low profit margins since many of them have closely related products. Although different
kiosk is considered to have different products, these products are considered to be

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substitutable. This physiological need for food creates very high competition for the
restaurant industry as opposed to an industry that sells luxury items. In addition, restaurants
are very labor dependant and are highly vulnerable to new laws, regulations, and
macroeconomic factors (Jargon, 2011).

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5.0 FINDINGS

There are five (5) problems were identified in our case study (Burger Bakar Abang Burn)

5.1 Customer service

First impressions are important. Poor customer service is often a deal breaker for customers.
Burger bakar Abang Burn menus may be outstanding, the table settings exquisite but if the
service is bad, customers will remember. For example, if the customers have a bad first trip,
its not very likely that they will return for a second go. Bad customer service is one of the
common problems that Burger Bakar Abang Burn facing these days. Poor customer services
causes by ordering matters where they using technological devices such as ipad to receive
order, however they did not manage well on the distribution of customer services. Most of
the customer have wait for a long time just to get their burger.

The theory of customer service is based on identifying and satisfying the customers' needs
and exceeding their expectations. Here, it is important for Burger Bakar Abang Burn to be
totally committed to delivering consistently high standards of service to gain and retain
customer loyalty. Creating a customer service culture within good customer service can help
build success. Customer satisfaction and loyalty are inextricably linked to the quality of
customer service and, ultimately, to the companys profitability.

5.2 Poor Management

Dont overlook one of the most important pieces of the puzzle which is management. Burger
Bakar Abang Burn have to know how to analyze the business to make sure it can
successfully operation. The biggest concern in this case study is that Burger Bakar Abang
Burn consists of poor management system where they have deprived cashier machine. This
is triggered customer to queues in long lines just to pay for their food. The consequences
happen from this low-tech cashier machine had affecting many customer feel unsatisfied
with the quality of Burger Bakar Abang Burn services.

It also stated that organisational behaviour also includes in many areas what might be called
management theory. Management theory is especially concerned with issues of goal-setting,
resource-deployment, employee motivation, team-work, leadership, control, coordination,
and performance measurement. Management theory has been approached form a number
of different perspective, each identifying problematic issues and usually, proposing a range
of possible solutions.

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5.3 Unattractive packaging

In addition, the packaging for Burger Bakar Abang Burn was unattractive and not worth the
price. Customers definitely need creative packaging food which is different than ordinary
burger places. This is because of Burger Bakar Abang Burn stress on the concept hipster
burger where the food packaging should be modern so it can meet the customer tastes.
Nevertheless, they used manual packaging printing where it gives old design of packaging.
Hereafter, the customer will satisfied with overall packaging their food. As example, Burger
Bakar Abang Burn now used ordinary packaging from same with other burger so basically
the customer is not happy with the packaging of the burger since it does not reflect the
actual identity of Burger Bakar Abang Burn.

High technology devices or machine will help in providing the best packaging design. The
theory of food packaging highlighted on packaging designer balances the shelf appeal
(design and messaging) as well as the functional aspect of food product safety and
protection on the grocery store shelf.

5.4 Ineffective marketing and advertising campaign

A high-tech marketing and advertising scheme will create steady customer flow, but keep in
mind that it is up to the Burger Bakar Abang Burn team to ensure that the customers come
back again. Top quality food and services is the key to fostering positive word of mouth and
turning first time customers into repeat customers. However, Burger Bakar Abang Burn
failed to promote the kiosk through advertising campaign in technological approach such as
facebook, instagram, twitter and etc.

Obviously, this will unattractive customer to come to the Burger Bakar Abang Burn. For
example, people will tend to comes to familiar places to having burger such as Mc Donald,
Burger King because of technological advertisement approach. There is an endless supply
of inexpensive, and even free opportunities to promote Burger Bakar Abang Burn. They
spend about 3-6% of its revenues on advertising. But without a marketing plan, it not
maximizes the value spent on advertising.in the business concepts, marketing and
advertising is the first item on this list because the rewards of effective marketing and
advertising will work wonders for Burger Bakar Abang Burn.

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5.5 Poor Technology Being Used

One of the problems faced by Burger Bakar Abang Burn is poor patty machine being used.
Burger Bakar Abang Burn using manual patty (meat) machine where it took a long time to
prepare the patty. In this case, this manual patty machine took about 10-12 minutes just to
produce the patty. Hence, it will increase the overall time to prepare burger bakar to the
customer. Burger Bakar Abang Burn applying the concept of technology in order to reducing
time for making patty burger. However, this patty machine did not achieve the operational
target.

The concept of technology is the collection of techniques, skills, methods, and processes
used in the production of goods or services or in the accomplishment of objectives, such as
scientific investigation. Technology can be the knowledge of techniques, processes, and the
like, or it can be embedded in machines to allow for operation without detailed knowledge of
their workings.

Manual patty (meat) machine

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6.0 DISCUSSION

Based on our case study, there are two (2) major problems were identified which are poor
customer services and poor technology being used. The key to success is happy customers
who want to return again and again. To ensure the successful of Burger Bakar Abang Burn,
the entire staff from management must be dedicated to the customers well-being. Every
contact staff makes with customers must be pleasant, welcoming and accommodating.

6.1 Poor customer service

The way Burger Bakar Abang Burn handle the customers along every step of their dining
experience has an impact on whether theyll retain that customer. If they werent greeted
when they walked in and when they left, they might mention it in an online review. As the
digital arena continues to grow, online reviews are consistently important to Burger Bakar
Abang Burn success. Hence, Burger Bakar Abang Burn need to ensure that the customer
give worthy feedback with their services. However, poor customer services which is because
of failure to manage all the order from the customer during operational of Burger Bakar
Abang Burn affecting the overall customer services. Since, the high-tech ordering by using
ipad is not successful as Burger Bakar Abang Burn famine so the alternative solution was
proposed in this case study.

6.1.1 The alternative solution for poor customer service are; -

I. Training the staff

From here approach staff will knows exactly their scope works and they can avoid mistakes
in the future. They need to learn how to manage all the ordering from customer by using
technological devices such as ipad Hence, the manager of Burger Bakar Abang Burn need
to provide some cost to give training to their staff so that Burger Bakar Abang Burn can
become more successful in the future.

II. Give customers a voice

Every customer has their opinion and as a food buyer, Burger Bakar Abang Burn have to
give prospect to their customer. This is to ensure that Burger Bakar Abang Burn knows
exactly what their customer wants and give the best to their customers.

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III. Keep help convenient and relevant

All Burger Bakar Abang Burn management need to ensure that they provide most
convenient and relevant ways to their customer. From that, customer will less
complain and feel happy with the overall services.

Advantages and disadvantages of alternative solution for poor customer service

Advantages Alternative solution Disadvantages

Through staff training, staff

became more efficient in Nevertheless, it requires
handling all instruction from the Training the staff high costs to train the staff
customer. This will lead
customer to trust with the staff
ability

Customers have the opportunity Sometimes the customer

to express their constructive Give customers a voice gives an imprecise opinion
opinions and criticisms. Thus, and does not adapt with the
customers will feel more Burger Bakar Abang Burn
appreciated

Customer no more need to line

up to get a burger. This will Keep help convenient and However, it requires a high
makes customer feel relevant cost to provide enough
comfortable and excited to buy tables for all customers
a product from a Burger Bakar
Abang Burn

Table 6.1

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6.2 Technology being used

Furthermore, technology being used in making patty for Burger Bakar Abang Burn also
becomes major problems. The machine used in producing patty burger consist poor
performance and this completely affecting the operational of Burger Bakar Abang Burn.
Since it takes long time just to prepare patty burger only, the whole operational system also
affected. For example, the workers have to wait for a certain time to get the patty before
grilling the patty to the customer. This is clarified that the overall operation relied on
performance of patty machine in order to delivery burger bakar to the customer.

6.2.1 Therefore, the alternative solution for poor technology being used is:-

I. Upgrading the patty machine

Burger Bakar Abang Burn can buy new patty machine in the market to enhance more
flexibility and high performance. This new patty machine can be uses to solve the major
problem faced by Burger Bakar Abang Burn. This high-quality patty machine can provide
more burger patty in short of time compared to old patty machine. Hence, upgrading
machine patty is appropriate alternative solution in order to solve poor technology issues
towards Burger Bakar Abang Burn. The proposed high-tech patty machine is Hollymatic
Super Patty Machine where it features state-of-the-art compact design, industry proven
reliability and low operation cost. With reliable portion control, the Super can produce up to
2,100 (8) ounce portions per hour.

Super Patty Machine

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Advantages and disadvantages of alternative solution for poor technology being

used

Advantages Alternative solution Disadvantages

It will reducing time for making Required high capital costs

burger patty. Upgrade patty machine in order to buy new patty
It took about 5-7 minutes only machine
to prepare burger patty

Table 6.2

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7.0 CONCLUSION

Based on the result and findings for this case study, it can be concluded that there
are existed problem in small medium enterprise industry. There are eight (8)
problems and about 3 Major problem that may encountered regarding our case
study. All of these come out with supported by theory and real situation. Purpose of
this is to show that the problems faced by the small scale business which it should be
compulsory in our case study as well to solve this problem.

In addition, when the problem was identified mean that the alternative solution should
be stated in discussion. In this section, it should be state the major problem which is
customer service, poor management and poor technology used (Outdated machine)
effected by case study as long as we know the advantages and disadvantages.
Hence, it can generate new alternative solution from major problem as mentioned
before. It is very crucial to know the gap between major problem to help the small-
medium business to improve their production and getting high profit.

And more importantly, the student may know the real problems faced by small scale
business to get new knowledge and experience about how does challenges they
faced, how they manage and control their business, how they attract people or
customer to their product and others. From all these question, it will help student to
generate new ideas to be creative and an innovative so that as part of business
knowledge getting.

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8.0 RECOMMENDATION AND IMPROVEMENT

8.1 Training the staff

From here approach staff will knows exactly their scope works and they can avoid
mistakes in the future. Hence, the manager of Burger Bakar Abang Burn need to
provide some cost to give training to their staff so that Burger Bakar Abang Burn can
become more successful in the future.

Most employees have some weaknesses in their workplace skills. A training program
allows staff to strengthen those skills that each employee needs to improve. One way
to improve customer service is send the staff to training before they are exposed to
the actual situation. Train them with various problems so they can solve the problem
later. This can be proven when the real situation happens they can know what to do.
When staff are trained, they know about their responsibilities, work will go fast and no
one will queue to wait for orders

Some of benefit when send staff for the training is:

Stay ahead of competitors

So by making sure the staff are constantly advancing, Burger Bakar Abang Burn will
continue to move forward are remain competitive within the marketplace because
standing still can kill your business.

Increase job satisfaction levels

Staff can have a much higher sense of job satisfaction, which can improve their
motivation towards their work. This reduces employee turnover and increases
productivity, which directly improves the profitability. It also prevents competitors from
taking away your best employees by offering training incentives.

Lastly, When the staff skill cannot be help, Look to create more pleasant experiences
during a long queue. A welcoming seating area, with access to WiFi/entertainment
and free appetizers or drinks can help make the wait more enjoyable. Another
strategy is to inform customers of the estimated wait time to give them a greater
sense of control over the situation and reduce their uncertainty.

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8.2 Update the menu and prices at least once a year.

This is should apply to Burger Bakar Abang Burn in order to give new vibe and
feelings to the customer taste. Most of the likes new menu and this will completely
solve the menu choices problems.

The most important step for Burger Bakar Abang Burn is to provide the right quality
and type of food to the customers. Enhancing their menu by making additions to the
existing variety they offer. They can hire experts to develop food items that give the
customer the taste they desire the most. The other thing that could be done is to
make products that are supplementary to the main meals. Excellent variety of juices,
shakes, deserts and sidelines like different types of fries, to make their kiosk more
competitive will provide Burger Bakar an opportunity to capture some of its old
market back. It can hire experts that can develop the right mix of ingredients that suit
the taste of local population. We also suggest that Burger Bakar Abang Burn should
remove a few outdated or unpopular items off their menu so it doesnt confuse the
customers.

For Example, Look how a big company such as McDonalds always keep update their
new burger every month, so the customer feel a sense of persuasion to try its food.

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8.3 Upgrading machine patty

It is appropriate alternative solution in order to solve poor technology issues towards

Burger Bakar Abang Burn. The machine that producing the patty burger product was
outdated and very not economical to be used because in-terms of slowly production
since the patty burger comes from Food Artist Sdn Bhd that requiring order from
various of kiosk which 3000 or 4000 per day to supply it. Other than that, it also will
be impact on late supplying the product to franchise.

The solution for this problem is Upgrading machine is to buy the new technology
machine available in the development country. Because the new machine can be
produce more and fast in an hour, So it will save the time to distribute to the kiosk
location. New technologies and innovation will be a driver for food processing scale
as stated by Schroen (2013).

And the other ways to improve the productivity is to use the latest technology which
is once burger patty is produced, it can make a shipping processes more efficient by
allowing manufacturers to see the data which kiosk location is more needed the
product. This helps manufacturers manage products through their distribution centers
and gives them more information about when products are ready to ship.

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REFERENCE

Fernando Valero; Electrodialysis Technology -Theory and Applications, Desalination, Trends

and Technologies", book edited by Michael Schorr, ISBN 978-953-307-311-8, Published:
February 28, 2011

Ernest, P. (1995). The one and the many. In L. Steffe & J. Gale (Eds.). Food Quality
(pp.459-486). New Jersey: Lawrence Erlbaum Associates,Inc

Brown, J.S., Collins, A. & Duguid, S. (1989). Situated cognition and the culture of fast food
Educational Researcher, 18(1), 32-42.

Prawat,R. (1996). Entrepreneurs manners;31(3/4),215-225.

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