Working in McDonald’s
McDonald’s training is far more effective than most other fast food chains. There are three elements of the training that are critical to McDonald’s worldwide: service, quality, and operations. Customer service training is a crucial part of McDonald’s training.
The consistently good tasting and high quality food that McDonald’s delivers on a global scale daily can be credited to the level of training McDonald’s employees receive.
The understanding of business structure, operations, hierarchy, and teamwork are all a significant and prevalent part for all employees in McDonald’s.
It doesn’t matter if you’re cleaning toilets, making burgers or fries; McDonald’s is all about structure - who does what, hierarchy - who leads
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Fast food chains use value pricing. This type of pricing is how much the customer thinks an item on the menu is worth. Basically what this means is customers see price as a primary indicator of a product’s value. Value pricing happens when a company increases a product’s benefits while either maintaining or decreasing the price. A great example of value pricing in McDonald’s is the ability to “super-size” drinks and fries. The value of the drink or fries is increased because a customer can get substantially more of the item for a fraction more of the …show more content…
McDonald’s trains their employees to be able to handle complaints efficiently. Research has shown that only 5% of people who have a complaint bring it to the attention of the customer service department. 45% of complaints are made on the spot to the employee they are dealing with. 50% of customers who encounter a problem in McDonald’s never make any sort of complaint.
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.
Inseparability
Inseparability characteristic of a service refers to the fact that services are produced and consumed at the same time. They cannot be separated from their providers, whether the providers are people or machines.
The employee of McDonald’s is a part of the service and so is the customer. The two together both influence the service that is being offered. In a restaurant, all customers are present while an individual customer is getting the service and the behaviour of the other customers can determine the satisfaction of the service delivered to the individual customer. This is the reason why the management of McDonald’s should make sure that the customers involved in the service do not interfere with each other’s
Chapter one examines the various occupations at McDonalds's. Barbara Garson finds that most workers here tend to dislike their jobs. Due to the tremendous amount of stress created by automated systems such as timers and computer generated productivity statistics McDonald's has a high turn over rate in employment.
Our research indicated more viable strengths than weaknesses. Strengths such as brand recognition, steady growth in global markets, and strong leadership. McDonald's has become part of America's culture and now the same can be said for the global arena based on the demonstration of growth and continued dominance over competitors. Business Week Magazine even ranked McDonald's as "one of the ten most recognized brands in the world", a position that creates significant opportunities for the company. An important strength that continues to have the most dramatic impact on McDonalds is their top level management. Even though this is classified an as internal strength, McDonald's has capitalized on a management style that helps to infuse a strong culture. A dynamic aspect of the McDonald's culture is the willingness to innovate and adapt, thus making necessary changes when the need arises.
Staff Training McDonald's Staff Training Programme is an on-the-job vocational experience that teaches skills transferable to other industries. All new hires begin their McDonald's experience with an induction into the company. Staff trainers work shoulder-to-shoulder with trainees while they learn the operations skills necessary for running each of the 11 workstations in each restaurant, from the front counter to the grill area. All employees-learn to operate state-of-the-art foodservice equipment, gaining knowledge of McDonald's operational procedures. Step-by-Step manuals and video tapes cover every detail, from how to make a Big Mac, to how to deliver exceptional service to customers.
Inseparability characteristic of a service refers to the fact that services are produced and consumed at the same time. They cannot be separated from their providers, whether the providers are people or machines. The employees of McDonald’s are a part of the service and so are the customers. The two together both influence the service that is being offered. In a restaurant, all customers are present while an individual customer is getting the service and the behaviour of the other customers can determine the satisfaction of the service delivered to that individual customer. The management of McDonald’s make sure that the customers involved in the service do not interfere with each other’s satisfaction. Services are variable and very difficult to control. This is because they greatly depend on who provides the service as well as when, where and how the service is provided. McDonald’s make sure to use quality control in order to provide its customers with consistently good service. McDonald’s hires the right people at the right time to deliver an excellent service to their customers. McDonald’s have a standardised
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).
Within the book, the author outlines four major factors that can explain the success behind the concept of McDonaldization. These factors are mainly based on the premise of rationality, and the mentality of US society to always be mobile and fast paced to complete a seemingly endless number of daily tasks. The first factor Ritzer examines is efficiency, which refers to how quickly McDonalds can get a customer through their restaurant and satisfy their needs while using the least amount of effort and cost possible. This type of focus put forth on efficiency is translated into several other processes many of us a...
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...
McDonalds over the years has defended its unethical practices and those of their franchisees, they have been slapped with numerous lawsuits for various violations w...
Have you ever wondered how the business empire of McDonalds was started? With over ninety nine billion served, it was started in 1940 in San Bernardino, California. It was started off as just a Bar-B-Q that served just twenty items. Its first mascot was named “Speedee” They eventually realized that by setting up their kitchen like an assembly line that they could be much more productive and get their food done faster, with every employee doing a specified job; the restaurants production rate became much higher. A milkshake machine vendor came into their small restaurant one day, his name was Ray Kroc. He saw how much potential the restaurant has, so he bought it out and opened one of the first franchises. Within the first year of Ray Kroc buying it, there were one hundred and two locations all around the world. McDonalds currently is one of the largest fast food restaurants in the world and currently has served over sixty four million customers through one of their thirty two thousand sites. It has almost become a way of life for America. Though, McDonalds started off as a small business between two brothers, it grew into one of the largest restaurant franchises in the world and greatly affects our society and how we eat our food.
McDonalds should focus greatly on building good customer relationship and uphold customer retention. This is done by allocating time and budget in improving their resources and making changes that actually cater to their customers’ needs and comfort.
“McDonald 's is the leading global foodservice retailer with more than 35,000 local restaurants serving nearly 70 million people in more than 100 countries each day” (About McDonald’s 2014).
In the food and Hospitality industry, Working with Colleagues and Customers is an important part of the job. Customer relations and interpersonal skills are the two most important skills that a person working in that industry will need to know about.
From the viewpoint of the customer, McDonalds has a good and confident tone, they consider the taste of food, cashiers; attitude toward clients, the cleanness of venue, the number of mistakes made by cashiers, and other measures to assess the quality of the McDonalds’ burgers. (Slack, Chambers &Johnston, 2003)
McDonalds believe that good customer service is the responsibility of everybody in the company. Every employee has a part to play in providing with a service with best practise found anywhere in the trade.
“Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible.” (Reference). Employees also need to realize that providing excellent customer service will provide positive word of mouth recommendations for the business that they work for in the community. A business wants their customers to say that I am coming back to this location because of the customer service that I received from this employee. “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -Jerry Fritz”.