QUALITY CONTROL PRACTICES IN BIG BREW IN SELECTED BRANCHES IN QUEZON CITY

Abstract

Big Brew has emerged as a popular beverage business offering products such as milk tea, coffee, and other refreshments. Through its franchising approach, the brand has expanded to multiple locations, including several branches in Quezon City. However, the researchers, as frequent customers, have observed inconsistencies in product taste and ingredient quality across different branches. These variations raised concerns regarding the brand’s quality standards. Therefore, this study was conducted to investigate the potential impact of quality control practices on the consistency and overall customer experience of Big Brew, particularly in its Quezon City branches. This study examined the quality control practices of Big Brew with the goal of maintaining product consistency, protecting the brand image, minimizing operational costs, and strengthening customer loyalty, all of which contribute to long-term growth and profitability. The researchers employed a descriptive research design to evaluate various aspects of quality control, including ingredient quality, taste testing, equipment maintenance, hygiene and safety standards, service quality, inventory management, and operational processes, as well as the challenges faced by employees in implementing these practices.

A combination of stratified and convenience sampling techniques was used to determine the respondents. Data collection was conducted through a survey questionnaire, and the responses were analyzed using statistical tools such as frequency and percentage distribution, weighted mean, and ranking to draw conclusions and achieve the study’s objectives. The results of the study indicate that Big Brew demonstrates strong quality control practices, especially in areas such as ingredient quality, flavor consistency, equipment upkeep, sanitation and safety protocols, and service delivery. These practices play a key role in maintaining high product standards, building customer trust, and reinforcing the brand’s overall credibility. The findings revealed that Big Brew branches generally maintain high standards in key areas, including ingredient management and overall operational practices. However, the study also identified several challenges encountered by employees in implementing quality control measures. These challenges include errors in measuring ingredient proportions, inconsistencies in ingredient quality, equipment breakdowns, improper storage methods, and variations in brewing times and serving temperatures.

To address these concerns, the researchers recommend that branch owners consider upgrading equipment and investing in modern technology to enhance efficiency and consistency. Moreover, it is essential to provide comprehensive staff training to reduce operational errors and improve adherence to quality standards.

As a long-term solution, the researchers propose the implementation of the Improving Quality Standards Action Plan (IQSAP)—a structured approach aimed at increasing accuracy in operations and supporting the sustainability and competitiveness of Big Brew in the beverage industry.