The Organizational Analysis Of The Frontend Service By Mcdonalds

1206 Words3 Pages

S Background
McDonald’s is the largest chain of Hamburger fast food restaurant in the world. It works by awarding franchises to a local firm of different countries. However, Mcdonald's work by ensuring that standard service is being provided by all the franchises operating across all the countries through standardization of service delivery. Mcdonald’s franchise operations are divided into (a.) Front end customer Servicing (b.) Kitchen services and Supply chain management and (c.) Home delivery.
The Front end Servicing part of the operations includes the Customer order management, Ambiance and service delivery. This operation is the part which is visible to the customer. Hence this part of the operation is critical since this is the part
The entire front end service delivery is based on two factors (a.) fast delivery and (b.) providing a clean and hygienic environment to the customer to eat.
Service Audit
A service transaction analysis of the frontend service being provided by McDonalds’ was carried out and following are its outcomes

Service Concept: Provide local variants of the famous McDonald’s product at an affordable price while giving a clean atmosphere to eat and provide a seamless experience to the customer while he is on the premise
Transaction Score Message/Emotions + 0 -
Visible Golden Arch
They are even authorized to provide compensation to the customers in form of upgrades and free goodies for children. They are also authorized to give vouchers to customers for ensuring their next transaction.
Recommendations
The main unique selling point of McDonalds’ is fast customer delivery. While carrying out the project we observed following:
a. The onus of the throwing away the thrash lies with the customer. While this may be true for other culture, in India this is a huge no. Hence the firm should bring the onus of ensuring thrash disposal to its account. For this, the person who is made in charge of ensuring cleanliness of the tables can be roped into.
b. When a QSR is opened into a food court, it needs to work on its delivery times. Hence when a McDonalds outlet is opened into a food court, it should be capable of fast delivery even at peak hours.
c. Incase outlets of located very near to each other, there should be internal swaps of the staff so as to ensure consistent service in these

More about The Organizational Analysis Of The Frontend Service By Mcdonalds

Open Document