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
Our mission is to provide our customers with the best products and services that we have created a new market space for. We strive for 100% customer satisfaction and taking what used to be multiple purchases of software into one operation system. That can increase many aspects of the important sectors within the restaurant industry. I.e. decrease employee-training time, increase outputs, real-time record keeping ‘including inventory’, and more.
Over the half century, McDonald’s had been defining the fast food industry and well known for its low price and convenience. However, as the rise of Wendy’s, Subways and Chipotle Mexican Grill, McDonald’s starts losing revenue and facing the strategic problem of losing its uniqueness by trying to satisfy all the customers in different segments. For example, McDonald’s offers a kiosk feature that allows customers to customize everything about the burger, from the type of bun to different cheeses and sauces that goes on it. This concept is similar to Chipotle Mexican Grill and Panera Bread, where consumers can customize ordering and get fresh ingredients. However, the major customers of McDonald’s are low-income, and the kiosk concept leaves
I observed three East Side Mario’s Restaurant’s establishments while the dinner menu was being served on Saturday evenings between 6pm and 8pm to evaluate the ways in which McDonaldization has affected their company. On January 29th I visited East Side Mario’s in London, Ontario, on February 19th I visited East Side Mario’s in Plano, Texas (I used to hold a job as a server at this location) and on February 26th I visited East Side Mario’s in Orange, California. With the diversity of locations I was able to observe, I compared and contrasted many angles of the East Side Mario’s concept. East Side Mario’s Restaurants Inc. is one of the millions of businesses’ that have implemented the four principles of McDonaldization, which are: efficiency, calculability, predictability, and control. With the assistance of Bernard Platt, Vice President of Marie Callender’s Pie Shops, Inc., and former Vice President of East Side Mario’s Restaurant, Inc., I will offer a condensed presentation of East Side Mario’s history to get you familiar with the business.
According to Royle (1999) McDonald’s is a very large multinational enterprise (MNE) and the largest food service operation in the world. Currently the company has 1.5 million workers with 23,500 stores in over 110 countries with the United Kingdom and Germany amongst the corporation’s six biggest markets, and over 12,000 restaurants in the United States. In 1974 the United Kingdom corporation was established and in 1971 the Germany corporation was established, currently the combined corporation has over 900 restaurants and close to 50,000 employees in each of these countries (Royle, 1999).
McDonalds traditional competitors include many of the other fast food outlets across the country, i.e. Burger King, Taco Bell, KFC, Wendy’s. It has been shown by Professor Michael Waterson (2004) that the presence of a Burger King, for example, will increase the likelihood that McDonalds will open near by. Thus it can be seen that the threat of competition from traditi...
McDonalds is one of the world’s leading fast food franchisee. They mainly concentrate on burgers with occasional additions with to suit the host country. They have designed meals targeted at adults to toddlers so as to reach wider range of audien...
McDonald's Corporation, an American company, is the world's leading food service retailer, with more than 30,000 franchise restaurants in more than 100 countries (McDonald cooperation, 2010).McDonald’s entered the China market in October 1990 and it becomes a popular restaurant which owns 960 restaurants and over 60,000 employees in China at the present day (Liu, 2008). According to the service gap model (Zeithaml, 2009), the problems existing in the servicescape which is the physical environment where the service is delivered (Bitner, 1992) will lead to provider gap 2 (the service design and standards gap) in the gaps model of service quality (see appendix one). In China, although McDonald’s’ acts locally in building the restaurant’s service environment to some extent, there are still some issues existing in its servicecape design. However, have studied customers’ discussions about the service environment in McDonald’s’, the issues existing in its servicescape include the shortage of the ambient condition (such as the inadequate use of music), the insufficiency of the spatial layout design (such as the lake of Self-help sauce pavilion), and the use of symbols and...
Within the fast food industry there are three key success factors that must be considered in order to obtain a competitive advantage in a generally saturated environment. It includes: 1) differentiation, providing 2) high value and 3) convenience.
As employees are usually the first point of contact for customers, McDonald’s recognises that it is important to fully train their employees in good customer service. McDonald’s creates a customer friendly atmosphere.
McDonald's strengths are that is ranked as the ninth most valuable brand name in the world, it has experienced management, site development expertise, advanced operational systems, and unique global infrastructure. They want to use these strengths to break into the hotel industry.
McDonalds also play a role especially into the goods being safe to use and being very reliable with provided instructions. This will benefit the customer's safety and hoping to be very reliable during the customer's use because its helps the business to increase it sales by keeping the existing customers and attracting new ones.
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
In today’s market, McDonalds faces numerous challenges such as fierce competition, a more health conscious customer, and the continual need for improved customer satisfaction and menu. McDonalds needs to go through some changes in order to remain ahead in the fast-food industry.
McDonald’s vision statement can be said that it wants to be the world’s best quick service restaurant experience. Being the best for McDonald’s means that it needs to provide the best of the quality of food products, services, and cleanliness and value so that it can make everyone of its customer smile (Schmitt and et.al, 2011). A vision statement of the company is an idea for how business can be eventually perceived and what actions it will be taking for coming 5, 10 or 15 years for i...
Likewise, McDonald 's has been driving up their growth through a means of renovation of its facilities, by expanding it menu offerings and options, and extending the restaurant operating hours of business to accommodate its consumers. Furthermore, McDonalds are thoroughly expanding its value menu