Mcdonald ppt

7/30/2019 Mcdonald ppt

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APPLIED HOSPITALITY 5

ASSESSMENT 1

ARJUN GUPTA

CHANPREET SINGH

DEBOTTAM CHAKRABORT


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Fast Food Restaurant


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Why McDonalds ?

Smart Objectives

To serve good food in a friendly and fun environment.

To be a socially responsible company.

To provide good returns to its shareholders.

To provide its customers with food of a high standard, quick service and valuefor money.


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McDonalds

Eliot St, New Plymouth 4312

Birthday Party Area

McCafe

Outside Sitting

24 Hour 7 Days Drive Thru(Take Way)

Ample Parking Area

Near City Centre


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Methodology

The methodology of our case study is based upon

Primary And Secondary Data

Company Website

Customer Feedback Form

Personal Experience

Walk Through Audit


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Service Standards

If I had a brick for every time Ive repeated thephrase Quality, Service, Cleanliness and Value, I think Idprobably be able to bridge the Atlantic Ocean with them.Ray Kroc

Quality

Service Cleanliness

Value


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Quality Control

SOR(Store operation report)

Unannounced ( Every 3 Month)

Announced (Every 6 Month)

FOR (Full Operation Report)


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Distribution Centres

Auckland(Main Distribution centre)

Vegetables and Egg from South Island

Meat from Waitara

Delivery

Tuesday Friday

Emergency

Other McDonald's


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Service Strategy

Being the best company for every community.

Provide excellent service in all outlets.

Innovation and Technology for Profitable Growth and Expansion.


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Focus Market Breakfast- Drive Thru

Family with kids

Senior citizens( Evening)

Youth

Night Out Crowd


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Customer place

order

Real time preparation

of order

Crew member takeorder

Deliv

Back Area employeecheck order

Che

R

Line of interaction

On stage contactemployee actions

Line of visibility

Back Area contactemployee action

Line of internal

interaction

Service blue print


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Expectation

Quality Food

Fast Service

Standardised Service

Competitive Prices

Variety


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Advantages

Strong Brand Name

Global Acclaimed

Highly Trained Staff

Product Innovation

Location

Space For Parking

Wi-Fi Facility

Drive Thru


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Disadvantages

High Staff Turnover.

Competition In The Market.

Quality And Time Issues.

Loss of Quality due to Training.


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Satisfaction / Outcome

Value For Money

Gold Card

Free Birthday/Party Area

Quick Service

Easy Accessibility


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Work Through Audit

1= Poor 3=Average 5=Good

Were you greeted in a timely matter?

1 2 3 4 5

Was the staff friendly?

1 2 3 4 5

Were You asked for Sit-In/Take away?

1 2 3 4 5

Was the food delivered on time?

1 2 3 5

4

5

1

4


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Continues.

Were you given correct condiments?

1 2 3 4

Was the food properly assembled?

1 2 4 5

Staff helpfulness?

1 2 3 5 Was the bathrooms clean and well stocked?

1 2 4 5

3

4

3

5


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Continues..

Was the food served to you fresh or up to the company

standard?

1 2 3 4 5

Was the dining room clean?

1 2 3 4 5 Overall Experience

1 2 3 4 5

3

4

4


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Conclusion

Most Profit Generating Brand.

Even though the process of McDonald's restaurant is efficient there still are

some gaps.

It is well known for providing quality food and service for valued prices.

Competitive market.


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Recommendation

More Staffing

Training

Stocks

Healthy Options

Offers


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References

Mcdonalds. (2013). Picture Retrieved on 18 August

2013https://www.google.co.nz/search?q=mcdonalds&source=lnms&tbm=isch&sa=XoLtkAWijoDoDA&sqi=2&ved=0CAcQ_AUoAQ&biw=1366&bih=600

Mcdonalds. (2013). Story Retrieved on 17 August 2013http://www.mcdonalds.com/us/en/our_story/our_history/the_ray_kroc_story.htm

Johnston, R. Clark, G. & Shulver,M. (2008). Service operation management, Third

London, UK: Pearson education limited.

Stuart,S. Assistant Restaurant Manager,McDonalds,New Plymouth.


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Thanking You

Mcdonald ppt

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